Your customer wants to personalize customer interactions based on past purchase history.

Integrating with the CRM system to access detailed customer data allows for the personalization of customer interactions based on past purchase history. This integration enables contact center agents to view customer profiles, previous interactions, and purchase history directly within their workflow, allowing them to tailor their communication and recommendations based on individual customer needs and preferences. This approach enhances customer satisfaction by making interactions more relevant and engaging.

References: https://help.salesforce.com/articleView?id=integrate_what_is_integration.htm