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Data Integration - 3 Reasons To Connect Your Disparate Systems

Connecting data between different systems using API’s or system level connections is an integral part of any digital transformation. Businesses can create a digital mesh using a variety of hand-picked systems rather than finding a one-size-fits-all solution. Specialized systems can each focus on a particular task but still collaborate with and leverage the capabilites of other external systems. Using integration capabilities like API’s, many disparate systems can be combined to create a best-in-breed ecosystem to better serve any particular business function. With SpiceCSM all manner of systems can be tied together, regardless of whether they have API's, and you can easily create a unified interface for your newly created digital eco-system.

Here are three reasons that your company should be leveraging data integrations through SpiceCSM:

  1. Consistency – Data integration consists of autonomous interactions which by nature are programmable, repeatable, and reliable. 

  2. Direct Access – Integrations provide a back-end connection to the data in each system, controlling what data is seen or referenced and eliminating the need for individual user accounts. 

  3. Flexibility and Scalability – Data integrations typically don’t break with schema and other data structure changes and integrations can also leverage dedicated systems to perform intensive or specialized tasks.

Data integration is facilitated using mechanisms like API’s because it is crucial to be accurate and accountable. API’s are, in simple terms, programmable connections between a host and client system that define what data can be transmitted from the host system, and what to do with said data in the client system. SpiceCSM allows you to use API’s to send data at ANY step in a process workflow automatically, without any agent intervention, using data you’ve defined for that interaction. Since the integration happens on the system level, once that API has been programmed it will run infinitely and reliably whenever it is called. These automated integrations can consistently and accurately send countless pieces of data, interact with multiple systems at once, and even recognize when there is an issue so it can react accordingly.

Direct access to data provides a level of security to the task of moving data that is unmatched by manual data entry. Users are no longer accessing the data stores since it’s transmitted at the system level, so those account-level security risks effectively disappear. Since users are not logging into those systems directly there are no longer any accounts to manage. Additionally, the entire data store does not need to be made available. For example a database with 100 data points, some potentially sensitive, can be cherry-picked to only interact with the particular data required for each interaction. With SpiceCSM you never need to expose more data than necessary. Furthermore, any data Spice CSM interacts with can be stored in included databases OR cleared after each interaction leaving your systems of record intact.

Connections made through data integrations are also ultimately more flexible and scalable since the data can be manipulated in the API layer. The API can adapt to any changes made on the back-end systems. This means that in most cases you don’t have to adapt the connection if, for example, the connected database schema was modified. Having the ability to connect with virtually any system, there are essentially no boundaries to growing a digital ecosystem as new business opportunities are presented and technologies emerge. These types of data integration can also be used to leverage more powerful hardware to perform specialized tasks, so you can offload intensive data to systems with more processing power.

These are three of the reasons that you should integrate your disparate systems. Data will ultimately be more consistent, reliable, and accurate when transmitted through programmable and automated mechanisms. The security that direct connections offers is unrivaled by the alternatives. If the thought of having less user accounts to manage isn’t intriguing enough, the security benefits here cannot be understated and are a big reason that SpiceCSM is used heavily in compliance-related industries. Finally these types of data connections will afford unlimited flexibility and the ability to scale with any future business needs. SpiceCSM makes it easy to integrate all of your disparate systems and combines that unlimited potential with our industry leading Guided Processes and Business Automation.


Don’t forget to head on over to our Blog to read more about Digital Transformation.  If you want to learn more about how SpiceCSM is helping transform organizations and customer experiences, contact us for more information.

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Chris Giardina
Chris Giardina
Contact center professional with over 10 years of experience in various roles from Agent to Director and everything in between.

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