In this ever-evolving business landscape, competing with other industrial players and staying on the top becomes challenging for organizations. Even after putting in maximum effort, contact centers sometimes find it difficult to meet customers’ expectations, impacting overall organizational development. However, contact centers across the industry prefer Core Apps integration to cope with such issues. Integrating primary business applications with telephony systems to meet customer expectations and boost business growth has become essential for sustaining this rapidly transforming era.
Let’s read further to understand more about Core Application and how it is transforming the contact centers.
Core Applications in the Contact Center
Irrespective of the industry, contact centers need a set of essential software that supports customer service, manages interactions, and assists in other major functionalities of the organization. These applications help deliver personalized, efficient, and matchless customer experience.
Here is an example of a healthcare core application for better understanding.
Healthcare contact center agents have multiple tasks to perform during and after an interaction to ensure accuracy and better customer experience. Do you know what fuels the working of the healthcare contact center? It is the core application that promotes seamless working and automation. It streamlines the following business processes –
- Appointment scheduling
- Hospital billing
- Managing hospital administration
- Hospital clinical practice
- Storing patient data
- Jotting interaction details, and more
Along with these functionalities, core applications reduce agents’ manual intervention and save time and operational costs.
Industry-wise core-applications
Every industry has its own core applications that help smoothen the operations of its contact center. Here is a list of industry-wise core applications for a better understanding.
How CoreApps Integration is Transforming Contact Centers?
Imagine a contact center with multiple advanced applications in place for streamlining agents’ workload, improving customer experience, and promoting cost efficiency. But, agents have to use them individually because none of them are integrated.
Will those applications serve the purpose to its fullest? No, not at all. Instead, it will consume more time and create complexities. Therefore, integrating core applications in the contact center is essential for maximizing its benefits. It transforms the contact center in the following ways.
Well-Aligned Workflow
The secure inflow and outflow of data in the contact center are inevitable. Gathering, sorting, and managing such huge data manually is an impossible task. This is where core application integration comes into play. It automates data synchronization between business applications and contact center telephony systems. It reduces minor errors by automating the process and reducing manual intervention. It saves agents time and streamlines the workflow.
Improves Reporting and Analytics
Reporting, monitoring, and analytics capabilities in contact center operations get maximized when the systems are integrated. Reporting tools like wallboards allow managers to track both individual and organizational KPIs and gather actionable data to improve contact center operations. It helps in making data-driven decisions.
Promotes Operational Efficiency
Integrated core applications in the contact center boost operational efficiency and productivity. Streamlined data eliminates silos and promotes streamlined operations. It allows seamless departmental communication to align the operation. Furthermore, integrated systems resolve issues faster, manage resources properly, and enhance operational efficiency.
Enhances Customer Experience
Contact centers consistently focus on enhancing customer experience through different means, like – training agents, promoting integration, incorporating advanced tools, and more. Among all of these, core application integration plays a major role in improving customer experience. It empowers agents to manage interactions efficiently, reduces manual data entry and after-call tasks, streamlines operations, and allows agents to deliver unmatchable customer experience.
Unifies Customer View
Integrating CRM or other core business applications through an advanced Agent Desktop gives a consolidated view of customers’ data and history and helps businesses understand their preferences. Based on unified information, agents conduct more informative, personalized, and contextual interactions that make customers feel valued and build brand loyalty.
NovelVox Offers the Best Core Application Integration Solutions
The benefits of core applications integration are numerous, and NovelVox helps businesses reap them all. With 100+ core applications integration, we support contact centers to boost their productivity and increase efficiency.
CTI Connectors, agent desktop integration, bot integration, and IVR integration are some of the prime solutions that we offer to a wide range of industries. Whether it be healthcare, telecom, banking, credit union, or retail, we have solutions for all. Our offerings not only reduce operational expenses but also help others accomplish organizational goals.
