Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.

All Posts

Solving the problem: Data must still be updated and stored in different applications

Disparate_systemsProper customer experience management is one of the highest goals of a contact center, as the relationship with its customers is inherently valuable to a company. Achieving this objective requires call center leaders and agents to provide an engaging, helpful experience, whether by answering questions or solving customer problems. A rewarding encounter results in business goodwill and can generate new sales. Of course, companies must also be keep tabs on costs and productivity in the contact center. Managers must ensure agents perform satisfactorily and that new employees have proper training. 

Technology, such as helpdesk software and call center scripts, is there to assist agents with the various tasks they must perform during a call. However, new problems arise with the disparate tools and applications: Many contact centers use up to 15 different solutions, each of which must be updated to reflect new data. 

Data doesn’t automatically transfer over to all applications 

It’s essential that a call center agent always have access to the most recent, accurate customer information in order to effectively handle calls. As most contact center solutions are maintained separately, data must be updated by agents in each of the platforms where it’s stored. Multiple applications sourced from a variety of brands don’t automatically transition customer data, so it’s up to the agents to update information as necessary. 

Manually updating data across multiple applications is time consuming 

Either during or after a customer call, an agent must go through the manual process of updating data that has changed as a result of the encounter. Though copying or cutting and pasting speeds up the process as compared to re-trying the material, the process is extremely time consuming and counterproductive. An agent’s focus should be on resolving customer issues and answering questions, not data entry. 

Solving the Problem: Data & Application Connector 

The latest contact center technology offers a single interface where agents can access all of the features they need, including tools, data, call center scripts and process controls. These solutions establish a connection among disparate systems, which facilitates back-end process automation and communication between the various applications. Additional benefits include: 

  • Real-time integration, which enables the most recent information to be recorded in the customer record for future access by agents.
  • Elimination of time consuming data updating by call center agents.
  • Data is accessed and passed smoothly via APIs to existing call center platforms, regardless of brand, architecture or source.
  • Integrations with such applications as CRM, ACD/Telephony, ERP, order entry solutions, scheduling tools, online credit card processing, address verification, opportunity databases and many more. 

Having access to the most recent customer data is essential for contact center agents to respond to caller concerns and help solve problems. Call center technology that establishes a seamless connection between data and various applications eliminates the need to update information among multiple platforms. Agent time is best spent focusing on customers, not updating voluminous data points. When call center personnel has access to connected systems within a unified data pool, they’re more productive and customer satisfaction improves.


Would you be interested in exploring further how some contact centers increase internal satisfaction by up to 45%?

New Call-to-action

Related Posts

The Citizen Architect Persona

We built our platform to be put into the hands of a “Citizen Architect”, someone you probably already have in your organization.  The persona of a Citizen Architect is going to be someone with an understanding of how processes work and the intricacies of the specific operating procedures.  These resources do not need to be overly technical, however any grasp of HTML or Programming can certainly help relate some of the general concepts and best practices we recommend when using SpiceCSM.  Many of our clients exclusively use non-technical resources to manage all their business process and content management while allowing technical resources to focus on the connections that push and pull data between those processes.

Trending: Phased Deployments

At SpiceCSM we have noticed a growing trend in deployment methodologies used when implementing a client's solution. When working with clients who have many overarching project goals or other unique complexities involved, we have seen many of them turn to a phased “crawl, walk, run” approach to maximize their returns and make the deployment work more seamlessly.  The concept applied here simply means that by offering an incremental approach to deploying a project or use case we try to avoid being so far sighted that it prevents progress towards a more immediately usable solution.  Instead, by focusing on and solving “micro-projects”, the synergy of those projects being completed in a more timely manner can have as big if not a bigger impact on the organization than one large project done in the same amount of time.  

The Customer Engagement Hub Comes of Age

“By 2020, 60% of large organizations will try to design a customer engagement hub, yet only half of them will select the correct technologies to make it work.”

  • 2 min read
  • 10/1/17 10:54 PM