Integration is key to enterprise process optimisation – bring the contact centre into your workflows

Digital process transformation is all the rage – connecting different systems to enable efficient data sharing and to create more effective, automated workflows. The contact center is central to this. It needs to be able to share data easily and to connect to any relevant platform, across different sectors. Learn about the jtel approach to transformation.

What does digital transformation mean to you?

Digital process transformation. A term that’s widely used and, just as widely, interpreted. It’s really about two things. First, turning manual processes into ones that can be automated or delivered through a solution with user interface. Second, connecting different solutions, so that they can share data (and insights), to enable processes and workflows to span different business solutions.

Put like that, it sounds relatively easy – and, to some extent, it can be. We all use different solutions for different tasks – MS365 and Teams, a CRM, an invoicing and finance tool, a telephony system and so on. These all contain data, so it makes sense to, for example, ensure that an email sent to a contact can be marked as a record in the CRM, or that an appointment to a meeting can be shared and noted in another platform.

In fact, digital transformation is well underway, and many organisations have already made significant strides in eliminating the inefficiencies inherent in maintaining different, unconnected software silos.

Why the contact center needs to be front and centre

The contact center is part of this. As the main tool used for handling customer enquiries, delivering support, and generating sales for many organisations, the information it touches provides a valuable record of interactions that can establish benchmarks, and measure performance – in turn, enabling performance enhancements.

So, as you might expect, we have invested in making available a number of standard integrations with popular business applications, designed to reflect the tools that businesses use to manage different processes. These include, among others:

  • MS365 and Teams
  • SAP
  • SalesForce
  • WhatsApp

Adapting to specialist vertical software solutions

But every business is different. As we work across multiple verticals and sectors, we’ve come across a wide range of different operational systems that perform tasks that are often specific or even unique to a particular industry. Indeed, there are more and more such solutions emerging all the time – it can be hard to keep up for you as well as for us.

As such, we work with our clients to provide the appropriate integration or to ensure that it can be achieved when they are ready to do so, in line with other transformation activities. A typical situation is one in which we deploy and integrate alongside core platforms – Teams and SAP, for example, while preparing for future integration driven by the needs of the business.

The jtel approach – flexibility for your business

Flexibility is key here, so we make sure that we provide APIs that are easy to use and add more integrations to our library, all the time. One result of this is our Business Intelligence – or reports – module.

This essentially provides a host of actionable insights and is widely used by our customers and partners. This can be used to facilitate planning and workforce management, as you can use real data on call activities to ensure more effective resourcing and to plan capacity based on past records. It helps you maintain and manage KPIs efficiently, with up-to-date transfer of data.

This tool can sit alongside other, specific integrations, providing a central repository of key data that you can interrogate when you need. The point is that transformation projects can take time, consume resources, and proceed at different rates. Our team helps you get where you want, at your pace.

So, what really matters is that you can adopt a step-by-step approach, allowing you to integrate what you need, share insights easily, and pave the way for more complete process and workflow convergence in the future.

It’s all part of the jtel approach, based on understanding your business, your needs – and ensuring that you have the right solution, when you need it. We like to think of our software as the Swiss army knife for integrating your contact center with your business processes. Even if we haven’t built a standard integration module, the chances are you could using our generic APIs.