Empower Your Saudi Business With Cloud Telephony Integrations!
Do your agents use three to four applications to help customers? What a disturbing experience! The agents will never be 100% focused as their concentration is staggered among the applications on the screen. This might lead to losing the objective of the call, and the first call resolution (FCR) rate drops. What about interacting with the customer requests using the same interface? Now, it’s easier! If you need your agents to have a similar experience, use a cloud telephony integration application!
Integrations You Never Ignore When Reviewing Cloud-Based Phone Systems!
What kind of software do call center agents use? Before you answer this question, could you answer why your business needs a call center? Is it for sales? Customer service? Technical support? Customer Success? Or all the previous functions? Whatever your call center objectives, we’ll recommend integrations that never abandon!
Customer Relationship Management CRM Integration
Even if you do not currently use a CRM, your business will need one soon. That’s why you should check the CRM applications that can integrate into the contact center software you choose! The CRM’s primary feature is organizing the customer data to be easily accessible during interactions. The integration enables agents to help them better. Also, the data is applied to retargeting sales and marketing campaigns based on customers’ preferences.
Helpdesk & Ticketing System Integration
The customer’s relationship with your business starts after conversion. It’s expected that they might need support when facing an issue or having a complaint. This makes a helpdesk & ticketing system integration crucial to be part of your call center software. Any support requests become easier to track, manage, collaborate on, and resolve. Your call center agent might submit a ticket while the customer is on the line, allowing the operations team to handle it promptly.
Point of Sale POS Integration
If you’re managing an e-commerce, you need to get more insights about the orders your platform receives. So, you can determine the best-selling products and services. This makes a POS a crucial tool for your business, not only in retail but also in hospitality and any other industry that manages sales transactions. A successful order submitted by a POS automatically reflects on the available inventory and stock quantities, producing QR codes and scan barcodes.
Open API Architecture Availability
An open API will give developers flexibility, enabling simpler, ready-made integration and better customization for any software you use. A RESTful API enables two solutions to exchange data safely without sharing the source code. Customization occurs without altering the design and the connection between the two solutions. In conclusion, check if the call center software can integrate with any software type, including in-house systems.
Best Cloud Call Center Application Integrations in Saudi Arabia
Choosing cloud contact center software with AI capabilities that align with local Saudi regulations might be challenging. However, recognizing integrations that will be connected to the software is much easier. Your business has past experiences that let you discover the need for specific integrations, affecting your present and future plans. You know exactly what applications should be part of your workspace. Based on this, you can mix and match and pick the cloud contact center applications that easily integrate with them. Check the software and the integrations that they connect to!
ZIWO
Customer Relationship Management CRM: Salesforce, Zoho, Zapier, Microsoft Dynamics, Intercom, Hubspot, Calabrio, Pipedrive, Azure, Freshsales, Odoo, Kommo, Lead Squared.
Helpdesk & Ticketing System Integration: Freshdesk, Zendesk.
POS: Foodics.
3CX
Customer Relationship Management CRM: Britix24, ConnectWise, Jetpack CRM, HubSpot, Microsoft Dynamics 365, MongoDB, Salesforce, SQL Databases, Vtiger, Zoho, Kommo, Pipedrive.
Helpdesk & Ticketing System Integration: Freshdesk, Zendesk.
POS: SambaPOS Using Android Caller ID Module.
CloudTalk
Customer Relationship Management CRM: Salesforce, HubSpot, Pipedrive, Zendesk Sell, Zoho CRM, Microsoft Teams, MS Dynamics 365, Copper, Nocrm, Kommo CRM, Onpipeline CRM, ActiveCampaign, Freshsales, Intercom.
Helpdesk & Ticketing System Integration: Zendesk, Freshdesk, Gorgias, Freshservice, Zohodesk, Kustomer, Front, LiveAgent, Help Scout.
CallGear
Customer Relationship Management CRM: Britix24, HubSpot, Zoho, Lead Squared, Pipedrive, Kommo, amoCRM, Odoo.
Let Your Agents Help Customers Using One Integrated App!
A better Saudi customer experience starts from a perfect employee experience! ZIWO's integration efficiency benefits all applications as part of an automated workflow. Also, ZIWO adopts omnichannel communication so that you can use WhatsApp and the phone interchangeably. Your agents can easily recognize the conversations. Every issue or topic the customer deals with is represented in recorded calls or WhatsApp text messages. So, you have the entire customer communication history integrated into the same interface. This benefits your business with:
- Better follow-ups.
- Detailed recognition of customers' previous orders, interactions, and preferences.
- Defined customers' patterns and forecast future needs and requests.
- Easier quality assurance management, where every customer handling is reviewed and rated.
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FAQs
What Is Contact Center Integration?
An excellent contact center integration is an application with a two-way relationship with the contact center software. It allows data exchange between the two solutions. So, there is input from the application into the contact center solution and vice versa. This results in comprehensive data that delivers insights, helping you make accurate decisions. Also, the accumulated data helps agents take immediate actions to improve customer experience.
What Are the Benefits of Cloud Contact Center Integrations?
- Automating workflows across different applications saves a lot of time for agents and customers.
- With instant access to previous tickets and call histories, any issue can be resolved more quickly, improving customer experience.
- Increasing accuracy. Rather than entering data manually into every application, simply enter data into one, and it will automatically be reflected in others.
- Boosting employee productivity while enabling team leaders and call center supervisors to track KPIs based on real-time data.
What Factors Should You Consider When Choosing the Right Contact Center Integrations for Your Business?
- The availability of diverse IT infrastructure offers greater flexibility to choose the integration that best aligns with your specific needs.
- The degree of operations’ complexity. (As the operations get more complex, your business needs more sophisticated integrations.)
- Local legal requirements and specifications that control data transfer and consider individuals’ safety and security.
- The size of the department, team or organization. (This affects the total number of seats/users which impacts the available budget.)
What are Pre-Built Call Center Integrations or Ready-Made Integrations?
They are integrations that are developed to easily connect to your call center software with the least amount of customization.