Specialized business software offers major benefits but can also create new data silos. Different platforms collect their own KPIs and information about interactions, orders or appointments without automatically sharing it with one another.
More channels, more isolated data
In addition to CRM and ERP systems, companies use communication solutions such as Microsoft Teams, Zoom, telephony and WhatsApp. Without integration, the information collected remains spread across many systems.
Integration eliminates silos
Modern, documented REST APIs and ready-made components make integrations more accessible today. Processes in one system can trigger actions in another and create a more unified view of business data.
Prioritizing by business value
Companies can start with the integrations that deliver the greatest value in the short term. Communication, CRM and ERP systems are often the first step because customer contacts directly trigger appointments, bookings, cases and other specialized processes.
The contact center as an integration point
jtel brings different communication channels together in a contact center environment. Aggregated results can then be passed on to other platforms through open APIs.
This allows gaps to be closed step by step, data to be used more effectively and seamless customer experiences to be created, without every integration having to start as a large, all-encompassing project.