System Integrations for Smooth Operations

Roland Háry
September 25, 2020
September 25, 2020
5 min read
#VCC News

There are few companies around the world where day-to-day business, customer service, sales, and marketing can be solved using a single system. Often the same data is duplicated.

It is essential that root data management systems work together in an optimal way. Therefore, fundamental information is always available at each end of the process. Additionally, simultaneously keeping this data up to date in all systems related to the operation is a basic condition. After all, if we update the data only in the call center system after the call, our CRM system may contain even earlier information about customer history. Updating manually is also an option, however, it is money and time-consuming. Therefore, the integration of systems used in-house is unavoidable in light of the aim of maintaining automatic updates and providing instant data access.

We, at VCC Live, also believe in this trend and consider it vital to integrate the ERP/CRM/WFM systems used by our customers. Over the last year, we achieved serious results in this field, covering 100% of our customers’ needs when it comes to connecting external and internal systems.

One of our most important milestones in this field was the introduction of the Zapier platform. Zapier is a universal middleware. Put simply, it is a compiler that includes hundreds of applications and can be handled based on the principle of “trigger and action”. From the simplest workflow to complex processes, we can build complete algorithms (trigger-if-action-action-filter), the possibilities can only be limited by our needs. Our customers can import data into CRM, ERP systems for operator termination (call termination), all of which are fully automated.

Just as the reader knows, in today’s world of modern customer relationship management (CRM), Salesforce has grown into the most unavoidable, best-known, and most popular CRM system today. We at VCC Live quickly recognized this and implemented its native integration. By embedding web-based CRM systems in the VCC Live built-in browser, operators can use their full functionality in one interface, so that current customer data is displayed immediately as they work. The operator works directly in the CRM system, saves the data, and, most importantly, records the status and possibly the next task.

Our VCC Live application uses the built-in browser, monitors the status setting and accordingly terminates a call running in its own application, possibly setting a callback to mention a few examples of what functions are initialized during the connection. Thus, operators do not have to perform administrative tasks in 2 separate systems, for example, but only in the given CRM system, which our client automatically takes over, saves, and uses.

We soon realized that in addition to the flexible and deep integration mentioned above, there is a segment within our client base that doesn’t necessarily need full functionality when using Salesforce. The VCC Salesforce Plugin will soon be available to them, which is an application running in the Salesforce environment. With the help of this application, operators can use the Click 2 Call function in order to handle incoming calls and divert calls between operators. Although reduced responsibilities are available in this way, this approach is still effective.

Of course, we cannot gloss over other well-known systems, such as SAP, MS Dynamics, which are also available with VCC Live as integrated ERP systems. Our application is designed to connect to almost all well-known ERP/CRM systems without significant resource requirements. Our Javascript-supported operator interface and REST API connection guarantees flexible integration.

With the help of one of our latest partners, Calabrio (one of the world’s most popular WFM system developers, formerly Teleopti), you can now handle the tasks required in the field of workforce management by providing everything with an automatic flow of information between the systems. Furthermore, the full integration of workflow management systems has been solved, as several of our clients have already requested from us.

We have implemented multi-level integration tailored to the needs of our customers, from simple statistics transfer to full control of operator statuses.

Roland Háry
Roland Háry is Customer Success Manager for English and German-speaking clients at VCC Live®, helping organizations overcome their customer experience challenges.
Rate this article