Add new functions as needed. Bring your systems together. Be ready to meet customer demands. And do it all without bothering IT.
Switching to a new call center software doesn’t mean you have to start from scratch. Modern solutions work with your existing customer service tech stack. This lets you maximize investments without the need for IT support. Integrate workforce management systems, CRM software, PBX, ACD and other legacy systems. A unified contact center solution is faster and offers a better value.
Third-party applications extend the reach of your call center software. That way, you can add new capabilities, as needed, or as they become available.
Easy integrations allow you to consolidate the number of systems you use. You’ll have fewer headaches and better business outcomes.
The app marketplace is vast. Many popular integrations and apps don’t require IT set up. Call center managers can add new functions and IT can focus on other projects.
Full integration brings together front offices, back offices and branches. Third-party apps let you add functionality as needed. Make sure every area of your business has the tools and information they need to thrive. And be ready for the future. Deep integration with existing systems makes it simple to adapt to changes in your infrastructure.
Track interactions and add context to buyer journeys. CRM call center integration gives you insights into your customers, your operations and your business. There’s no need for another interface — agents have all their tools in a single, known system. They can handle incoming calls from within the CRM system and use customer information to maintain context throughout the entire conversation.
Go to the Genesys AppFoundry to browse and choose from over 315 third-party apps. Find everything you need to extend your contact center tech stack — from CRM integrations to fresh ways to use artificial intelligence and automation. Maximize the value of Genesys solutions and minimize downtime trying to fit all the pieces together.
Moving to a new call center solution can be stressful. Phased integration can ease that burden. Genesys empowers you to update your software as time and equipment permits. This gives you the opportunity to leverage new tools even while waiting for existing hardware, like a SIP-based phone system, or software to depreciate. Plus, the AppFoundry gives you hundreds of pre-built applications that you can immediately add to your system.
Vitaly Polyakov
Head of Retail Business Technologies
Credit Bank of Moscow
Applications built and hosted in a multi-tenant cloud only need to be built once. Leverage your access to that pool of resources. Pre-built applications save your business time and money.
A call center system is only good if it’s usable. Find a solution that’s simple to use and maintain. Your IT team will be grateful every time you can make changes without needing their help.
Develop custom integrations faster with a managed software development kit. It sets the stage and lets your developers focus on the parts of integrations that directly affect their web apps.
Break down data silos. Data actions let your IVR communicate directly with your other web applications. Use that information to drive personalization, workflow automation, identity validation and self-service opportunities.
Push information from external systems into your call center platform. Webhooks allow external systems to generate group chat messages in the interface your agents use. Keep agents in the loop on important updates, news, tickets and more.
Adding new functions to your call center doesn’t need to be difficult. Open APIs make it simple to add pre-built apps and integrations to your call center platform. Find the tool you need and easily add it to your system.
Better integration across your systems and applications has a big impact on business. Schedule a demo to see how integrated CTI can help your business better manage customer journeys and improve experiences overall.
