Contact Center Integrations Bringing Systems Together to Offer Customer Support Faster than Ever

contact center integrations

Today’s businesses rely heavily on different applications to manage their regular tasks. At some point, they find themselves with massive volumes of data locked in complex applications that require expertise and cause a huge inconvenience for agents. More complications and apps create deleterious effects on a customer’s overall journey with a company.

In the ever-digitalized era, customer engagement is undergoing a major transformation, and their seamless experience is the air companies breathe. Contact centers are the heart and soul of an enterprise and can make or break a relationship between a customer and a company. Hence, it is necessary for companies to deliver truly differentiated customer service.

Integration is the key catalyst for experiential CX and the alignment of technology with business strategy goals. It enables real-time communication, leverage existing processes, technology, and data to stay ahead of the competitors.

On the other hand, contact centers without any integration often raise an issue about significant cost increase and resource consumption. A well-integrated system overcomes a plethora of complications by drilling down into valuable customer data. Therefore, businesses are striving to bridge the gap between multiple business functions by integrating with numerous platforms.

A rapidly growing company can be entangled in complex applications and system landscape. By integrating a robust tool with CRM, one can empower the existing systems to streamline business operations.
Leading contact centers like Avaya integrate Agent Desktops with CRMs like Salesforce to improve agent-customer interaction. The Avaya and Salesforce integration lets businesses offer a higher level of customer experience by enabling agents to know caller details prior to answering the call through screen pop and greet the caller with his/her ‘first’ name.

The integration of the Avaya unified agent desktop with Salesforce allows businesses to seamlessly process data and tap into contextual customer information without the need for additional applications.

Let’s look at some of the major functions of syncing Agent desktop with Salesforce’s CRM:

  • Automation of repetitive tasks and breakdown of complex ones into easier ones
  • Seamless, single-screen, and uncluttered view of the customer data
  • Switching screens is not required as caller information is readily available
  • Improved First Call Resolution (FCR) & reduces Average Handling Time (AHT)
  • Enable contact center staff to set and specify workflow rules on their own
  • Know caller details as soon as the call is connected
  • Easily get access to crucial details of customers
  • Deliver better call resolution

Integration is not just limited to merging two systems but figuring out better ways to function seamlessly and solving problems with best-in-class functionalities instead of using multiple systems. Contemplating the immense benefits, integration has become vital for every business to stay ahead of the game.

Irrespective of the size and type of industry, if you are hunting for seamless, effective, and highly efficient integration, we, at Novelvox, have an array of smart solutions for you. Don’t worry we will help you navigate your way to success.

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