Enterprise software integration is critical to eliminating data silos. jtel makes it easier for you to integrate different systems by bringing together all communication data from the contact center and making it immediately available so that you can integrate at your own pace and in coordination with the specialists.

Specialized business software brings enormous advantages – but can also create new silos

All companies use a variety of different software solutions. Some, like Salesforce and Microsoft Dynamics, are widely used across all industries. Others are industry-specific or even tailor-made and are developed by the customers themselves in order to optimally map certain processes.

Today’s businesses also use a range of different communication channels and software, such as Microsoft Teams or Zoom – with a high likelihood that your customers use just as many, if not more. For example, in B2C sectors, companies need to use other tools such as WhatsApp in addition to traditional tools such as the telephone.

As a result, the enterprise software space is becoming increasingly crowded, and while every tool has its place, this is a problem. Companies rely on experience and insights to optimize and improve their processes. Each platform generates its own KPIs and data based on customer interactions, orders, appointments, etc. The problem is that in many cases this data remains isolated and trapped in silos. Certainly very effective silos, but silos nonetheless.

Integration helps you eliminate software silos

That is slowly changing. Companies are recognizing the need to bring silos together through integrations so they can share data and create a more unified view of information from across the organization. The operations in one system should drive the operations in another system through the connection and integration of processes.

This has been extremely difficult to achieve for a long time. It required the work of experts as well as system integrators who were able to carry out custom integration projects and gradually connect different platforms by taking different, proprietary programming interfaces and stitching them together with specially written code.

That is not always the case today. Most modern software solutions offer a documented API – usually based on REST principles – and many provide resources and examples to help with integration. Additionally, many offer widgets with ready-made solutions to speed up the process even further. Yes, some degree of customization may be required, but the process is now widespread and within reach of more and more companies.

Prioritize the integration you need for your business, enabled by the contact center

All of this means that companies can apply a systematic view and optimize the processes that have the greatest benefit in the short term. They can prioritize one integration over another as needed while maintaining control over their processes, reducing the need for complex integrations carried out by external consultants. They can also act flexibly and change course when their needs and the market require it.

We find that communications, CRM or ERP – whether it’s a specialized medical platform or a more general solution like Salesforce, SAP or Zoho – are generally at the top of the integration list.

This is because customer communication – through various channels such as teams, the telephone system, WhatsApp, etc. – delivers actions and results that must drive the corresponding processes in CRM platforms (an appointment, making an appointment with a doctor, booking a first one tests, etc.) and provide important data sets that need to be integrated with other data. These integrations can lead to quick wins – and that’s exactly what we’re seeing.

Because we bring together different communication channels into a single integrated contact center experience, most of the work is already done. We mix these different channels and then provide aggregated results through our open and documented APIs that can be consumed by other platforms, making the task much easier.

The good news is that this can happen very quickly. Typically, it’s a matter of a few days to get the necessary integration done, and if it’s not done at the initial launch, it’s definitely on the short-term agenda.

Wherever you currently are with your integration plans, you can rest assured that jtel will help eliminate silos in your business, allowing you to close gaps and create a seamless experience that allows you to get the most out of your data make.