UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

CRM 82

CRM Contact Center APIs Customer Service 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification?

CRM 82

CRM Contact Center APIs Customer Service 82

PeopleMetrics

MARCH 7, 2025

To survey customers right after an interaction, you need a real-time, automated flow of transactional data from internal systems like: CRM systems (for tracking sales and support interactions) Point-of-sale systems (for in-store purchases) Customer service platforms (for tracking phone or chat support) The biggest problem?

APIs 62

APIs Surveys CRM Feedback 62

Outsource Consultants

MARCH 14, 2025

Heres what’s directly impacting customer support: HIPAA Updates: Expect tighter rules around patient data security, mandatory encryption, and increased audits. Interoperability Rules: The 21st Century Cures Act demands easier patient data access and sharing. CX teams must be agile to policy fluctuations.

Healthcare 67

Healthcare Customer Support Virtual Agent outsourcing 67

OrecX

APRIL 22, 2021

According to techtarget.com, “Data gravity is the ability of a body of data to attract applications, services and other data.”. Monitor, Manage & Control. Mobile recording (VoIP softphone technology, conferencing the recording system as a PSTN number, and mobile-ready infrastructure).

voip 79

voip APIs Upselling CRM 79

NobelBiz

MAY 25, 2023

Are you looking to optimize your call center’s efficiency and streamline your business’s data management process? If so, it’s crucial to find the right call center software vendor that integrates with a customer data platform (CDP). Managing customer data is nothing new.

call center software 98

call center software Call Center APIs Contact Center 98

Wowdesk Blog

FEBRUARY 4, 2025

This software helps automate tasks, centralize data, and optimize communication, allowing businesses to resolve issues faster, personalize customer interactions, and reduce costs. Personalized Support Data-driven insights help businesses tailor customer interactions for better engagement.

Customer Support 52

Customer Support Chatbots Multi-channel support CRM 52

Interactions

OCTOBER 29, 2024

There are several ways to work with Gen AI and LLMs, from SaaS applications with embedded Gen AI to custom-built LLMs to applications that bring in Gen AI and LLM capabilities via API. Integration extends the value of your use cases, such as by connecting Gen AI capabilities with your contact center platform, CRM, or analytics/BI tools.

Contact Center 62

Contact Center APIs Analytics SaaS 62

Vonage

SEPTEMBER 25, 2018

Hang around the CRM space long enough and you’re bound to hear the term “360-degree view of the customer.” It’s simply impossible to know everything about the customer, or everything that call influence a customer experience – things happen to customers that can’t be captured in the data.

APIs 91

APIs CRM SaaS Sales 91

UJET

SEPTEMBER 15, 2020

With more data and systems available than ever before, improving the customer experience shouldn’t be a guessing game. The most effective customer service organizations are extremely data-driven, analyzing every aspect of its interactions and outcomes holistically, right down to the individual agent and customer level.

Customer Experience 78

Customer Experience CRM Contact Center Virtual Agent 78

CCNG

MAY 30, 2024

Forecasting Core Features The Ability to Consume Historical Data Whether it’s from a copy/paste of a spreadsheet or an API connection, your WFM platform must have the ability to consume historical data. However, it’s helpful to capture those events and store them for future use.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Nicereply

MAY 6, 2021

Analyzing your NPS data can help you identify where your detractors are getting the wrong idea from what you promise them. Here are 6 ways that you can use this valuable data to inform and tailor your 2021 marketing plan to your customers’ needs. Your NPS data can provide confirmation that you’re positioning your product correctly.

Marketing 98

Marketing Surveys APIs Advertising 98

Calabrio

FEBRUARY 25, 2025

Theres also very frequently overlap between so-called CX platforms and technology termed customer engagement (CEM) solutions, customer journey analytics platforms, and customer relationship management (CRM) solutions, as well as voice of the customer solutions, customer data platforms, contact center platforms, and more.

Customer Experience 52

Customer Experience CRM Contact Center APIs 52

aircall

APRIL 19, 2021

With a CRM phone integration , your sales and support agents can view many details about customers before they even utter a greeting. A voice ecosystem starts with VoIP (voice over internet protocol) technology and an open API (application programming interface). Understanding the Importance of CRMs for Your Business.

CRM 62

CRM voip APIs Call Logging 62

aircall

APRIL 12, 2021

A CRM phone integration allows your business to provide a better customer experience by being able to have customer information appear when someone calls. No matter the size of your business, a CRM phone integration is an essential component of your sales and support operations. A CRM is affordable enough for startups.

CRM 71

CRM Customer Experience Call Logging voip 71

Cincom

FEBRUARY 14, 2025

It demands a well-defined framework that integrates automation, pricing governance, and seamless CRM and ERP connectivityall of which are essential for driving predictable revenue and operational efficiency. Use APIs and middleware to bridge gaps between CPQ and existing enterprise systems, ensuring smooth data flow.

Best practices 40

Best practices Sales CRM Finance 40

TechSee

JUNE 29, 2023

This level of service automation requires that the AI management layer sync with an LLM to communicate with the customer and integrate with internal systems such as CRM, commerce platforms, and even ERPs to perform required validations and actions.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

OrecX

JULY 29, 2021

Integrate 3rd party data sources (CRM,, analytics, etc.) with your call recording audio and meta data (using a common, standard REST API for simple integration) to gain a 360-degree view of the customer.

APIs 127

APIs Analytics CRM Sales 127

Global Response

MARCH 24, 2025

With a centralized information hub, all your agents, customers, and automated systems access the same data to reduce the risk of conflicting information. Integration with your CRM and other tools Seamless integration with your existing technology is a key feature of an effective KMS.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Calabrio

MARCH 4, 2025

In addition to enabling communications, omnichannel contact center software typically tracks interactions, automates workflows, and provides data insights to improve performance. Data-Driven Insights, Continuous Improvement The integrated nature of an omnichannel contact center provides valuable data insights.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Balto

JANUARY 6, 2025

BaltoGPT Generative AI Assistance: Get data-driven, real-time insights about your contact center performance with simple prompts using a clean chatbot interface. Insightful Data-Driven Reports: Track long-term quality trends and assess coaching effectiveness through comprehensive reports.

Call Center 52

Call Center Coaching Surveys Contact Center 52

OrecX

MAY 17, 2022

Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? With all this being said, you want a recording/audio capture solution that offers unbridled access to your own recorded data (in a standard exportable format) at no extra charge. So why does this happen?

industry standards 121

industry standards APIs CRM Analytics 121

AWS Machine Learning

JULY 29, 2024

This is the fourth post in a series discussing the integration of Salesforce Data Cloud and Amazon SageMaker. SageMaker endpoints can be registered with Salesforce Data Cloud to activate predictions in Salesforce. This post is co-authored by Daryl Martis and Darvish Shadravan from Salesforce.

APIs 124

APIs Accountability CRM Engineering 124

CSM Magazine

JANUARY 3, 2025

Integration with Existing Customer Support Platforms Seamless integration with existing systems like CRM and ticketing platforms is crucial for streamlined operations and efficient data management. Google Cloud Translation Google Cloud Translation offers a scalable API for automated translations, supporting over 100 languages.

Customer Support 52

Customer Support Chatbots CRM SaaS 52

OrecX

JANUARY 5, 2021

OPEN - Does your recorder support the collection of non-audio data (such as CRM, ACD or agent desktop applications) via REST API, which can be appended to audio recordings? This is important so every call can be recorded across all of your locations.

Analytics 127

Analytics APIs CRM Engineering 127

JustCall

APRIL 4, 2023

Customer Relationship Management (CRM) software is the bedrock of organizations today. To make the most of this technology, engaging in CRM data integration with your existing business processes and systems is important. What is CRM Integration? What Are the Different Types of CRM Integration Services?

CRM 52

CRM voip APIs Sales 52

JustCall

MARCH 7, 2023

Personalization requires a lot of customer data. But data collection alone is not enough. You also need to organize the data and put it to business use. This is where you need a contact center CRM integration. This guide will explore the what, why, and how of contact center CRM integration.

CRM 52

CRM Contact Center Contact center software APIs 52

Lumoa

FEBRUARY 15, 2021

For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues. Essentially, an integration makes it possible to connect different tools, APIs, or systems to build more value out of your data.

Customer Experience 88

Customer Experience APIs CRM Feedback 88

Cincom

JANUARY 31, 2025

This is the scenario for companies that rely on manual processes for document generationcaught in a cycle of repetitive data entry, missing critical details, non-compliance, and whatnot. Improved Accuracy: Real-time access to the data ensures that your documents consist of up-to-date information, which is critical for building trust.

CRM 40

CRM APIs industry standards Customer centricity 40

Aspect

OCTOBER 3, 2018

Real-time dashboards provide up-to-the-minute actionable data that can be combined with other business data sources while historical reporting and dashboards allow organizations to analyze data and uncover trends to improve operations and service strategies. Shared Real-Time and Historical Reporting.

APIs 107

APIs Self service SaaS Enterprise 107

AWS Machine Learning

DECEMBER 6, 2023

These datasets are often a mix of numerical and text data, at times structured, unstructured, or semi-structured. In today’s fast-paced and data-driven financial landscape, Investor Relations Officers (IROs) play a critical role in fostering communication between a company and its shareholders, analysts, and investors.

Chatbots 127

Chatbots APIs Engineering CRM 127

CSM Magazine

FEBRUARY 19, 2025

Whether you rely on tools like Zendesk, HubSpot, or custom CRM platforms, multilingual software must integrate effortlessly without creating additional complications for your team. Check for features such as: API or native integration with your help desk or CRM. Simple onboarding processes for your team.

Customer Service 52

Customer Service CRM APIs SaaS 52

AWS Machine Learning

SEPTEMBER 16, 2022

Customer relationship management (CRM) is a critical tool that organizations maintain to manage customer interactions and build business relationships. Zendesk is a CRM tool that makes it easy for customers and businesses to keep in sync. It can learn effectively from your Zendesk data, extracting meaning and context.

APIs 97

APIs CRM Accountability Management 97

AWS Machine Learning

JUNE 21, 2023

Today, we are excited to announce a feature that lets you integrate LCA with your Customer Relationship Management (CRM) system, built on top of the pre- and post-call Lambda hooks. In this post, we walk you through setting up the LCA/CRM integration with Salesforce. Under API (Enable OAuth Settings) , choose Manage Consumer Details.

Analytics 95

Analytics APIs CRM Contact Center 95

VirtualPBX

FEBRUARY 16, 2021

With every call you make or receive, digital information passes through some part of the VirtualPBX API. The API lets use handle call information and pass it to your devices. It lets users manage webhooks to capture data about their business’s calls. Stay In Touch – Join Our Newsletter.

voip 98

voip APIs CRM Accountability 98

AWS Machine Learning

NOVEMBER 6, 2023

Challenges with call summaries As contact centers collect more speech data, the need for efficient call summarization has grown significantly. Amazon Transcribe is a feature-rich speech-to-text API with state-of-the-art speech recognition models that are fully managed and continuously trained.

Contact Center 133

Contact Center CRM Analytics Average Handle Time 133

Babelforce

FEBRUARY 25, 2022

In this post: What does CRM stand for? Isn’t CRM the business practice or the software? What does CRM stand for? CRM is short for “Customer Relationship Management”. There are two main reasons that businesses need this: First, businesses need a straightforward way to view their customer data. But not really!

call center software 52

call center software Call Center CRM APIs 52