Understanding the benefits of Contact Center Integration: 

The power of integrating contact center software with core telephony( PBX or ACD), Saas, Paas, Ucaas, in-house applications and also legacy desktop software is a mystery for people in the industry.  Whether we have an API of .NET or Java, API Support of web services, API Compliancy with SOAP or REST Services is not only the factors driving in customer mind to deliver proper integration capability within the customer service.

In this modern enterprise world, most of the developing companies are differentiating themselves with wide variety of contact center functions for greater customer service, whether it is interoperable with existing PBX/ACD Vendors, whether it is proven or not. Most importantly, whether they can leverage existing vendors for return on investment matters a lot. There are many contact center software providers trying to compete in integrating Legacy TDM, PBX and ACD infrastructure for omnichannel customer experience. Whether the following factors meet the organization need is super important:

  • Multichannel integration
  • Intelligent transfers to agents for faster resolution
  • Virtual call center capability

On the other hand, we may be looking to integrate CTI, CRM, unified communications, call recording and other contact center functionalities such as WFM, Quality Management for improved caller experience.The key criterion in contact center software integration is,

  • Screen popup and Integration with agent desktop with caller data.
  • Ability to maintain data among the callers for CX
  • Persistence of having superior customer interaction via multimodal communication.

Key Contact Center Integration = CTI + CRM + UC + ACD/PBX