Features: Integration

Integration

There were times in the past when the most important focus for a call center was simply to handle the most calls as fast as possible, and quite often operated “in a silo.” But in today’s on-demand, data-driven world where consumers have come to expect a high level of personalization and immediacy of information, call center agents absolutely must have immediate access to data that almost certainly spans multiple systems. This is essential because, in many cases, you only get one opportunity to provide value.

VoiceNet addresses this by making sure that integration is easy and accomplished in real-time – both in terms of VoiceNet exposing and sharing its own data, and in terms of VoiceNet retrieving data from or writing data to external applications and systems. This is made possible by the fact that VoiceNet is the only call center system in its class that includes in the base license an enterprise-grade and industry leading middleware integration platform. And, since VoiceNet was built from the ground-up to insure that it would be user friendly and easy to operate by call center professionals, it does not take deep technological expertise in order to implement secure, reliable, and real-time integrations with virtually any back-end, third-party, or partner system.

VoiceNet makes it easy to:

• Integrate with a wide range of systems to ensure that CSR scripts have up-to-date and accurate information in real-time
• Integrate with websites for customer service, order processing, and more
• Allow for real-time addition of information into the VoiceNet system to ensure that “hot leads” are called immediately
• Incorporate information from multiple systems to give the most accurate reports possible

And, perhaps most importantly, since VoiceNet’s integration capabilities are built-in, there are no hidden costs associated with making sure the system performs as needed – no additional APIs or SDKs, no complex or costly development, and no need to purchase additional software.