It shouldn’t be so hard; contact center integration among the dialer, IVR, ACD and CRM does not have to be unrealistic.
“With most contact center systems your integration options are limited to a few pre-defined features and this broader view is a pipe dream,” lamented LiveVox (News - Alert) in a recent blog post.
“Technically, integration between the dialer (call controls), ACD (call recording, agent stats, disposition control), scripting tool, and CRM or CRM’s (houses live customer data) with a customized appearance for the agent can require some tricky coding and is impossible without open communication between the components,” added LiveVox.
But it need not be that way.
“The modern approach involves an open API and a Web-based unifying agent desktop to pull all the pieces together, live,” wrote the blog.
The benefits of integration are great: agent efficiencies, improved regulatory compliance and greater operational transparency.
Perhaps the most obvious benefit is efficiency. With an integrated system that involves just a single desktop application scenario, agents can see who an incoming or outbound call is connected to, all information about that contact and any kind of agent talk-off script filled with the customer’s information.
“A rookie agent can effectively use your tried-and-true script on their first day without learning three or more separate applications, and all your agents can benefit from a streamlined process and less information hunting,” noted LiveVox.
Effective compliance, on the other hand, is a slick advantage that comes with integrating dialer, IVR, ACD and CRM. In an integrated environment, for instance, no longer is a transposed number a compliance violation waiting to happen.
With an integrated solution, the dialer communicates instantly with the CRM to perform a confirmation that the account and phone number are associated, the number of attempts is checked against the maximum allowed, the phone and account DNC lists are checked, the time zone and area code is confirmed to be allowed at this time, and if everything checks out, the dial then goes through and the CRM is live-updated with the call details and outcome. If the check fails, the call never goes through.
While many contact center solutions are still struggling with this dream, not all are hampered. LiveVox, for instance, offers ACD, IVR, automated dialer, call recording and reporting/business analytics tools rolled into a single, unified cloud platform.
In addition to making deployment a breeze, the cloud-based nature of the solution and LiveVox’s patented technology eliminate CAPEX and reduce operating expenses, shrink deployment timeframes up to 95 percent, increases agent talk-time between 30 and 50 percent over traditional hardware, and simplifies compliance, security, and reliability, among other benefits, according to the company.
So contact center integration shouldn’t be so hard. And it doesn’t have to be.
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Edited by Rachel Ramsey