An excellent customer service and support strategy comprises many moving parts. Companies need to access a host of solutions to delight and engage their clients across every channel.
The average business might invest in messaging apps, telephony systems, ticketing tools, and CRM (Customer Relationship Management) software. As the workplace evolves and grows, the technology stack can evolve with it, leading to the addition of new solutions for unified communications, collaboration, resource management, and more.
Why is Contact Center Integration Important?
In a world of ever-evolving customer expectations and rapid digital transformation, it’s easy to see why companies often end up with varied solutions and tools. Many modern contact center technology stacks began with a company buying telephony solutions from a telecom provider before attempting to stitch on extra functionality.
With a lack of genuine integration between tools, companies can end up with several isolated contact center components, working independently rather than as a comprehensive whole. This often leads to problems with visibility, security issues, and even lost productivity.
Choosing flexible, easy-to-integrate solutions from day one ensures companies can extend and enhance their contact center strategy without compromising on an agile business strategy. With an integration-friendly approach to contact center development, companies benefit from:
- Improved customer experiences: Isolated contact center tools lead to disconnected and disjointed customer journeys. According to the latest research from ‘Insights for Professionals’, 42% of customers expect customer service to be integrated with other business channels. However, it’s difficult for agents to provide this seamless service, when constantly jumping between windows or tabs to find missing data and tools. A fully integrated platform provides a way for employees to access the information they need to delight customers with personalized, streamlined, and efficient service.
- Enhanced business insights: Integrating contact center tools, communication platforms, and CRM solutions throughout the business landscape gives companies a more comprehensive, complete view of the customer journey. When business leaders can see how their customers move through the research, purchasing, and loyalty stages of their relationships with brands, they can reduce churn and increase retention. You may even pinpoint opportunities for growth and transformation you have never noticed before.
- Better business performance: A fully integrated contact center environment doesn’t just connect external communication tools with CRM and ticketing platforms. Today, many companies are beginning to align unified communication and collaboration software with contact center technology. This improves collaboration between subject matter experts, business leaders, and customer service agents. When team members can communicate and collaborate freely, they can overcome challenges and reach their goals faster. You may even end up with a more creative, innovative team.
Holistic Contact Centers are the Future
For years, companies have relied on a building-block approach to construct the perfect contact center. However, as consumers become more discerning and demanding, companies can’t afford to continue creating disconnected CX strategies. The only way to continuously delight customers, engage employees, and stay one step ahead of the competition is with integration.
Bridging the gaps between the various tools, services, and solutions companies rely on to serve and support customers daily improves efficiency of the contact center and increases customer satisfaction.
When contact center staff can track their performance in real time across all communication channels, customer, and agent satisfaction increases. Geomant’s wallboard and dashboard technology provides that holistic view of performance metrics for teams and agents, including threshold monitoring and alerting. Geomant recently added new data source connectors, including Nice CXone and Genesys Cloud CX. This builds on Geomant’s growing list of integration options for some of the world’s biggest communication platforms.
In addition to unifying data from various sources, Geomant Wallboard can be used as a tool in reducing stress in the contact center, leading to happier agents on the front lines. As connections and consistency become increasingly crucial in customer service, Geomant’s team of experts is working hard to ensure you’ll always be able to bridge the gaps in your contact center.
