CRM Integration

Unified Communication (UC) + Business Applications = Integration Bliss

Brett Harney Application Integration, Unified Communications

CRM IntegrationInformation silos and friction within communications can throttle productivity and frustrate employees and customers alike. These issues tend to go unsolved for many until they begin to interfere with the organization’s day-to-day operations. This year, as local mandates forced employees to work from home, the efficacy of the organization’s business processes and technology infrastructure was put to the test. In many cases, businesses had overlooked a significant opportunity for streamlining business processes with unified communications platforms. 

The business cases for application integration

Application integrations typically tie together otherwise disparate processes. In doing so, these integrations give businesses the ability to streamline operations, improve efficiency, and skyrocket productivity. As you think about your own business, let’s look at a few examples of how you can apply business application integration to your organization:

  • Workflows and Business Productivity – Tools like Office 365 or Google’s G Suite are a fundamental part of today’s modern business. These integrations offer efficient communication and coordination with critical tools like email, chat, file sharing, and calendar functions. By tying the UC platform and productivity tools together, you can create a user-friendly, always-on ‘workstation’ for your employees. Integrating voice and business productivity apps also give your organization a competitive edge to be more streamlined and efficient while providing the best customer experience for your existing and prospective customers. 
  • Client Communication – When sales professionals immediately know who’s calling, they can have more meaningful conversations with customers. Integrating your phone system with customer relationship management (CRM) applications like Salesforce or Zoho gives reps advanced features that make it easier to manage day-to-day activities. This type of integration streamlines how customer service and sales teams interact with technology and reduces time spent clicking and searching for information scattered around various applications, leaving more time to serve the customer better.
  • Industry-Specific Apps – Many UC vendors are now creating integrations for industry-specific applications like JobDiva, Redtail, or Bullhorn. By focusing on those applications’ specific features and functionality, integrators and UC providers can design integration tools that further enhance these applications for the organizations that depend on them for mission-critical tasks. These integrations allow your employees to interact more effectively and efficiently with customers and generate insightful reports and workflows. (Download the latest case study).

Tying it all together

While UC platforms and business applications are powerful and valuable on their own, organizations that integrate the two have a greater chance of driving productivity and ROI. Most UC providers now offer pre-built integrations that take the development burden off your plate. Even more of those providers are now offering API integrations customized to meet your specific needs. At CTG, we help our clients find the provider and solution they need to seamlessly integrate business workflows, productivity tools, CRM applications, and industry-specific applications. If you’re ready to find integration bliss with UC, let CTG help! Contact us today.