According to Snaplogic, Software Integration is the process of bringing together various types of software sub-systems so that they create a unified system. But how can your company benefit from this new thing called integration that everyone is talking about?
At Arc Tech we like to keep using technology to further enhance our products and increase efficiencies for our clients. We recently piloted an integration project involving integrating a customer telephone system with another software application the customer uses.
The integration was done between the customer’s phone system and their customer service “ticketing” system. The integration allows the telephone system to recognise the customer’s name if their phone number has been saved and for an incoming support call to automatically create a ticket inside the ticketing system. Finally, a link to the call recording of the call is added to the ticket as a note. Phase two of this integration will allow the ticket to be assigned to the agent who answered the call among other improvements.
The client has been very happy with the integration outcome and commented that they keep on coming up with further ideas for integration as they work with their newly integrated systems.
In summary, only you will know if your business will benefit from integrating separate systems, but it does seem very beneficial in our use case!
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