Today’s customers are more demanding than ever. No matter what sector you operate in, or whether you’re dealing with consumers or businesses, people expect a simple, easy-to-use service, to be able to get in touch on the channel of their choice and to have any queries or issues resolved as quickly as possible.
In order to meet these high expectations, it’s vital for every business to have solutions that allow employees to access data at their fingertips, in a single location.
No world-class communications package is complete without quick and easy integration with third-party applications to give users the information they need instantly.
The need for integrated solutions
If your business is engaging in outbound contacts, it will be highly important for your employees to have all the contacts details immediately on hand before they dial.
Say, for example, an agent receives an incoming call from an existing customer. With the integrated Swift call centre system, as soon as the number comes up, they can tap into a customer relationship management (CRM) system and immediately have all the relevant contact and call history details to hand. Or, if the caller is a new contact, their details can be entered directly into the system while on the call.
Having such integration can also be highly useful in making outbound calls. Being able to search within an application such as a CRM for a contact, then click to initiate a call directly from the screen makes life much easier for employees, as it offers a single location from which they can manage all their day-to-day activities.
How Swift by Arrow helps transform your operations
To meet these needs, Swift by Arrow comes with a wide range of APIs that allow you to connect a number of software solutions and web applications directly into your communication systems. This means you can make and receive calls, transfer a call or place it on hold and have direct access to additional information about the contact.
There are a wide range of third-party applications that can be integrated with our comms system through these APIs. For example, you can connect to CRM tools such as Salesforce or Microsoft Dynamics, marketing databases, or services like Microsoft Outlook and Office 365.
Being able to integrate comms systems with calendars is another benefit of this, enabling you to see at a glance when contacts are available, busy or out of the office. This can also allow incoming calls to be routed to people who are available.
As it is a browser-based system, these APIs are easy to set up and use no matter what device or operating system you’re using, with nothing to install. Therefore, you can get up and running quickly and greatly boost your productivity and customer experience even if you don’t have a huge amount of technical know-how.
Find out more about Swift: