By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
By now, many enterprise C-suite executives have abandoned the notion that contact centers are cost centers. Instead, the C-suite has embraced the contact center as a value center that drives revenue growth and operational efficiency.
However, for too many organizations, the contact center remains a silo disconnected from customer relationship management (CRM), enterprise resource planning (ERP), service management, unified communications (UC) or other business-critical enterprise applications. This, clearly, is a mistake.
Seamless integration between the contact center and enterprise applications is a key characteristic of success for customer experience operations. Metrigy discovered this correlation in its global “Customer Experience Optimization (CXO): 2025-26” research study of 656 companies.
In this study, the majority of the most successful companies — based on achieving double-digit revenue growth, efficiency boosts and other improvements — have bridged the gap between the contact center and back-end enterprise systems. Unequivocally, this shows that seamless integration isn’t merely a nice-to-have, but it’s a foundational requirement for success.
Executives need access to contact center data
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