What Are API Integrations? 5 Ways They Help Businesses Thrive


What’s an API integration? Businesses face complex technological demands, many of which they can satisfy with API integration. Application programming interface (API) refers to very specialized pieces of computer code. Advantages offered by API integrations.

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agileBase Uses NameShouts API


The post agileBase Uses NameShouts API appeared first on Nameshouts. Diversity Inclusion CRM Customer Relationship Management Name PronunciationWe’re big fans of agileBase, so it was quite exciting to work with them on producing this post.

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Basic Research Builds B2C Business with Custom CRM Integration


A custom-built integration between NICE inContact and the company’s Dynamics 365 CRM system has enabled Basic Research to track every sale and contact, across every customer touchpoint. CXone APIs ensure that overflow volume is handled expeditiously and accurately, too, by automatically contacting the BPOs for particular call types. Agents across the system instantly get screen pops of CRM information so that every customer receives speedy, personalized service.

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Kunnect Completes Salesforce API Integration


We’re excited to announce that we’ve completed an integration using the Salesforce.com application programming interface (API). Now, we can push data to and from Salesforce for potential clients who use Salesforce for their CRM system.

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Talkdesk’s Easy Contact Center and CRM Integration


This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce.

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Talkdesk’s Easy Contact Center and CRM Integration


This approach brings an emphasis on using CRM data in every interaction across a wider channel map. Increased demand for accessibility of customer information requires deep integration with a CRM system like Salesforce.

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Kunnect Integrates with Zoho CRM and Applications


On the heels of our Salesforce.com CRM integration, Kunnect is pleased to announce that our seamless, cloud-based call center software can now be integrated with Zoho.com CRM and apps.

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Why Tech Start-Ups Should Start Their Customer Journeys Early

Aria Solutions

The Power of CRM in Building Customer Journeys. Customer Relationship Management (CRM) is a key aspect of the customer journey and should be done using the right tools instead of improvisation. Investing into a CRM tool as soon as the product gets released is a logical choice.

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Why Tech Start-Ups Should Start Their Customer Journeys Early

Aria Solutions

The Power of CRM in Building Customer Journeys Customer Relationship Management (CRM) is a key aspect of the customer journey and should be done using the right tools instead of improvisation. Investing into a CRM tool as soon as the product gets released is a logical choice.

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Dr. Natalie’s Research Agenda and Published Research

Natalie Petouhof

Digital Transformation: Customer Engagement, CRM, Innovation, Customer Experience, Customer Service, The Cloud and Analytics. • ROI Of Customer Service & Customer Experience. • Tweet If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content!

8x8 Launches Speech Analytics and Integration Framework


8x8’s new integration framework is powered by microservices and industry-standard APIs, making it easier and faster to embed communications into CRM, ERP, helpdesk and productivity applications to create one system of engagement.

Evaluating if the integration between your WFM & CX platform will be a big “Yes”


It is not uncommon to have completely different software solutions for phone calls, chats, emails, and CRM cases. Will the platform integrate with our current software, such as CRM, surveys, or call recording/Quality Monitoring?

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Has WhatsApp Video Missed a Trick?


That means not only with other social platforms but also with business applications that enterprises use such as the contact center, CRM system, and many others. Developers APIs Avaya Chatbot Customer Experience innovation Video Whatsapp Video

Softphones – Finding the Last Piece for Your Salesforce Service Cloud Puzzle

Aria Solutions

Does the softphone provide an API for additional integration? An API would allow for the most flexible integration. Agent Efficiency Salesforce Integration System Integration CRM omnichannel Open CTI Salesforce SoftphonesMany companies are using Salesforce Service Cloud with Omni to engage with customers and handle their service requests. With Service Cloud, you can connect with your customers through social media channels, email, and chat.

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Release Notes: Channel-Based Reports Are Rolling Out!

Help Scout

Reminder: We’re retiring Mailbox API 1.0 We’ve got a big change to our API just around the corner, and it may require action on your part. On June 6th, we’ll be saying goodbye to our legacy Mailbox API 1.0. If you’re currently using the Mailbox API 1.0, Mailbox API 2.0:

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Salesforce Data Loads: Using Feature Switches to Manage Apex Triggers

Aria Solutions

Now, let’s add a record to turn off triggers, by clicking the “Manage Records” button or link and select “New” I named the record “All Triggers”, used the default API name, and left the “Turned Off” checkbox unselected.

Call Recording for BPOs and Call Center Outsourcers


open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA). Open API so you can pull data from your CRM system into the quality monitoring system.

Overwhelmed by needing to modernize your contact center? Start here.


What level of integration to external systems (as in CRM) do my agents need? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center? At some point, every contact center faces the stark reality of needing to modernize. You may still be spending hours creating reports on spreadsheets. You’ve got teams of agents but only rudimentary quality monitoring.

10 Must Haves for Cloud-Based Customer Engagement Platforms


A Rich Set of APIs for External Integration with CRM Systems and Enterprise Data Sources. A SaaS (Software as a Service), open architecture with robust APIs ensures organizations can unite systems and operations across the enterprise that impact the customer experience.

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What to Expect From Magento 2.3


The four features we are looking forward to the most are Progressive Web Apps, GraphQL, Async API, and Two-Factor Authentication. Apollo for efficient API interactions. GraphQL is a query API language used for PWA storefronts to transfer data efficiently. GraphQL allows developers to grab smaller amounts of data by making fewer API requests and receiving smaller responses. ASYNC API. Gone are the “old school ways” of REST API, as Albin describes it.

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6 Ways to Securely Implement your AI-based Chatbot


Secure your access to RESTful API services. Choose providers with at least access to a RESTful API with a two-layer authentication. Keep the API security keys safe to limit access to the API services.

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Step up Customer Assistance with Live Video Support


Integrations: Look for an ecosystem-friendly platform that is based on open APIs to maximize data integration and agent workflow. Some key integration features are single sign-on, integrations with CRM, customer app and knowledge base, and customized call flow support.

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2018: New Ways Cloud Will Enhance Customer Care


For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. So many companies are enjoying the benefits of having moved their contact centers to the cloud over the past few years.

Seamless Customer Experience Requires Smart Integrations

Upstream Works

These applications are often best-of-breed and highly valued by the contact center, including CRM, WFM, QM, and proprietary systems.

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%


And most importantly, perhaps, the on-premise PBX wasn’t integrated with Hoveround’s CRM. With a suite of CXone products, which also includes CXone Automatic Contact Distributor, CXone Interactive Voice Response, CXone Reporting and CXone APIs, Hoveround shows no signs of slowing down any time soon. You may be familiar with the Hoveround name, even if you haven’t used it products.

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Accelerate CX Innovation with an Open Development Platform


These specialized CX services are accessible via development-friendly API’s. If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time.

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Release Notes: Emojis, PHP Client Update + More

Help Scout

API: PHP client update. Add notes to conversations — You might use this along with the New Conversation trigger to look up details in a CRM, then add a note in Help Scout with additional details. We’ve updated the Capsule integration to use Capsule’s new API with OAuth 2.0,

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Do's & Don'ts for Selecting a Call Recorder


Check to see if the vendor has verified integrations with your PBX vendor or your CRM system, for example. An open API will ensure interoperability with any application

10 Punkte, auf die Sie bei einer cloudbasierten Customer Engagement Plattform achten sollten


Vielzahl von APIs für die externe Integration mit CRM Systemen und Unternehmensdatenquellen. Eine offene SaaS-Architektur mit robusten APIs stellt sicher, dass Unternehmen die Systeme und Betriebsabläufe, die sich auf das Kundenerlebnis auswirken, zusammenführen können.

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Pronounce names right with the NameShouts Chrome Extension


Because of this, we offer an API : software integration providing access to our database. The API presented a good opportunity for larger organizations to get access to NameShouts, but there was a small problem: people don’t understand the term “API.”

An Even Better Connection: What Salesforce’s Customer 360 Means to the Value of Voice Data


Hang around the CRM space long enough and you’re bound to hear the term “360-degree view of the customer.” For example, many voice conversations between the business and the buyer never make their way into CRM, simply because integration is often lacking. The advent of the cloud has made it easy for sales, marketing and support to implement systems that unintentionally re-build the data silos that CRM was supposed to knock down.

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Cloud-Based ACDs and Dialers Come of Age


The “platform as a service” paradigm, which essentially leverages application programming interfaces (APIs) to build out functional capabilities, makes it easier to build your own solution (BYOS). The worlds of interaction management and customer relationship management (CRM) are coming together. Once this happens, enterprises and small companies alike will be able to take advantage of the full functionality and intelligence that comes along with the CRM system.

GetApp Analysis Declares Aircall a Call Center Software Leader


Aircall integrates with dozens of the most popular CRM suites, helpdesk platforms, plus Zapier (for everything else). Using Aircall’s open API, users can create customizable integrations. Direct display of all CRM integrations. A Category Breakdown.

Contact Center Acronyms: What They Mean & When to Use Them


API - Application Programming Interface. An application programming interface (API) is a software "go-between" that acts like a behind the scenes guide to make it easier to connect two applications. CRM - Customer Relationship Management. Customer relationship management (CRM) software is a fundamental component of any contact center and is used to manage the relationship and interactions between existing and potential customers in order to improve business relationships.

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Your Agents are Not Superheroes! Increase Efficiency by Connecting Data Silos

Aria Solutions

Most agents are dealing with several disconnected systems, such as CRM, siloed voice and digital systems, and knowledge repositories, in an attempt to access customer interaction data. When telephony and other channels are integrated into CRM for omnichannel capabilities, agents can pull customer data and complete work without opening another window. When businesses discover a need for connecting CRM with a contact center platform, some of them start building a custom solution.

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Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops


During an interaction, a screen pops up to the agent with relevant customer information, like their name, the selection they made in the IVR, their CRM profile, and maybe even some agent scripting. “Hello Lauren, thank you for contacting customer service, what can I help you with today?”

Merits of Unlocking your Contact Center


Speed: Without the need to crack proprietary code or develop complicated APIs, the speed with which you can customize, test, deploy, and support the software is dramatically improved. Flexibility: You can utilize virtually any CRM system, databases, PBX switch, speech analytics , IVR analytics, workforce management, surveys and more. Open API – the software can be controlled by third party applications.

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Building a referral program in Salesforce


For those that don’t, you can actually build everything you need, except for the landing page, just in the Salesforce CRM itself. While I’ve used free trial as an example here, you could use any other conversion point that’s easily trackable in your CRM.

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The iPaaS Revolution: Call Centers and Next-Gen Integration Tools

EPIC Connections

API coders no longer needed. API coders and long-term integration development plans may be sign of the past.

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Questions to Ask Call Recording Vendors


Is there an open API to integrate to/from third party CRM, analytics, etc Call recording software and. quality monitoring software can bring tremendous value to any contact center and/or enterprise, but how do you know which vendor/solution to choose - or better yet - which questions to ask? Right now there are over 100 call recording/quality monitoring vendors in the industry. Not all are created equal.