CRM software allows agents to easily record all aspects of customer contact information. This information can later be used to analyze customer trends and patterns. The reports generated by CRM on Average Time to resolve an incident, First Contact Resolution percentage, Average Response time, and Average Cost per incident can also be used for implementing fresh strategies.Multi-channel integration: In order to provide harmonious customer experience, companies these days are operating in multi-channel environment. Companies must maintain a consistent and high-quality customer experience, regardless of where or how they interact with customers. Contact centers must ensure that their CRM can integrate with other channels to provide consistent, hassle-free customer service.