The specific integrations that will be most helpful for a business will depend on the specific needs of that business. No two situations are identical, and there isn’t a one-size-fits-all answer that’s right for every business. That said, there are a few integrations that will provide the biggest benefits more often than not.
In almost all cases, integrating your CRM within your contact center software is going to be helpful. When a customer calls for help, they want that help to be delivered as quickly and painlessly as possible. The more information your customer service agents have about individual customers who contact you, the more quickly they can solve customer issues. The CRM contains a wealth of information about the customer’s interactions with your brand, from start to present, and integration within the right call center software puts that info at the agent’s fingertips.
Also, integrating your call center solutions with unified communications and collaboration (UCC) platforms makes communication including video conferencing easy. Not only can customers converse with agents, but agents can communicate with colleagues across the organization to get support and information as needed.
Finally, bot and AI integration can be a supercharger for your customer service offerings as well. A chatbot presence means that you can provide a level of support for your customers 24/7/365 without demanding any more from your agents and staff. Integrating your bot instance within your call center software allows the bot to access more information and do more, while also providing agents with valuable information about what customers need, what they’re asking the bot and what they’re not getting from the bot.