Sharing Enterprise Data
Today’s enterprises face a major challenge with associating and exchanging data and events related to the entire life cycle of the transactions. Transactions are processed by major and dispersed parts of their business operations, and especially in between telecom platforms, WFO products, and CRM software. Automating data unification and media from each transaction life cycle, processed by these discrete parts, can offer a holistic and enterprise-wide view for each transaction.
Data Unification – Automate or Manual Data Collection
For example, a CRM record can automatically and in a single place, contain the data and information related to the entire life cycle of a transaction. This can include the start of the transaction through telecom platforms, followed by:
- Processing of the transaction by agents
- Agent interactions
- Information related to the recording
- Monitoring and analytics of the transaction
- Final steps in completing the transaction through the CRM software
Consequently, and without a data unification solution, enterprises are forced to manually gather the dispersed information. Manual operations result in time-consuming projects, higher costs, errors and deficiencies in the business process.
The ideal transaction data unification solution provides users with the ability to:
- Define critical pieces of information and media they need to automatically unify from various enterprise products. This includes telecom platforms, WFO products (such as call recording, screen capture and desktop transactions, and automated quality assurance programs, etc.) and the CRM record objects
- In real time and automatically collect the data, information and media from all user-defined products and platforms through APIs and software integrations
- Aggregate the data and store in user-defined locations, such as the CRM screens
A supervisor, a claim or order validator, or a QA manager can utilize the CRM records, reports, charts and analytics snapshots to obtain the information related to the entire life cycle of a transaction. Users can click on user-defined CRM data fields and immediately access recorded calls, WFO-related data, or telecom information.