Application Integration CCaaS systems don’t operate in a vacuum; they are part of a company’s overall business processes. Integration with other IT systems is made easier by APIs and documentation; many vendors also have pre-built integrations with other key systems’ vendors. Examples of integration points include: Data integration: The sharing of data enables a more e昀昀icient and e昀昀ective handling of customer interactions. Integration can enable automation of repetitive tasks such as data entry or performing a related query, which increases the overall e昀昀iciency of operations. CRM and marketing integration: Integration with CRM and marketing automation systems can provide a more comprehensive view of the customer, leading to a more personalized and e昀昀ective interaction. Analytics integration: Another data-related issue is integration with analytics systems that provide real-time insights into performance metrics such as wait times, first call resolution, and customer satisfaction. This integration allows contact center managers to make informed decisions and improve operations. Workforce management systems: Integration with workforce management systems is needed to ensure that the right resources are available to handle customer interactions. Integration with conversational AI technology, including voice and chatbot systems, is another place where customers should consider vendor capabilities. Incorporating knowledge management and knowledge base [systems] into a broader CX technology strategy becomes necessary. A bot that knows what “you looked for at Google, where you’ve been on the company website, what knowledge has already been presented to you, what words you’ve used can all be seamlessly transferred to the human being. - Marcus Garcia, Vice President of Healthcare at NICE CXone Copyright © 2023 AVANT Communications, Inc. CCaaS 6-12 Report | 13