Editing Customer relationship management (section)

===Contact-center automation===
Contact-center [[automation]],  CCA, the practice of having an integrated system that coordinates contacts between an organization and the public, is designed to reduce the repetitive and tedious parts of a contact center agent's job. Automation prevents this by having pre-recorded audio messages that help customers solve their problems. For example, an automated contact center may be able to re-route a customer through a series of commands asking him or her to select a certain number to speak with a particular contact center agent who specializes in the field in which the customer has a question.<ref>{{Cite web|title = Contact center automation takes flight|url = http://searchcrm.techtarget.com/tip/Contact-center-automation-takes-flight|website = SearchCRM|access-date = 26 November 2015|language = en-US|archive-date = 21 August 2018|archive-url = https://web.archive.org/web/20180821031646/https://searchcrm.techtarget.com/tip/Contact-center-automation-takes-flight|url-status = dead}}</ref> Software tools can also integrate with the agent's desktop tools to handle customer questions and requests. This also saves time on behalf of the employees.<ref name="SearchCRM-2015"/>