Application Integration

Unified Communications technology offers some breakthrough functionality but it is still a separate system in many ways unless it is integrated into the business process.

There are a number of levels of integration available and Unified Messaging and PC telephony control go some way to increasing productivity. The inclusion of presence / availability information and the preferred method of communication into everyday applications such as the email client or your CRM system takes things another step forward. The next stage is for the business application to actually trigger an event that can be actioned by the communications system to generate a transaction. Multi-media technology is available that can automate certain tasks, speed up the process and give higher satisfaction levels to the customers.

It is this customisation of the applications to meet specific business services or company goals that become capable of supporting the organisation’s need to evolve and differentiate itself through product and service ingenuity.

There are clear investment returns available from implementing basic IP Communications, however integrating the communications with the business process is where the true differentiation and competitive advantage can be gained. Here we’re amplifying the gains made with the new communications infrastructure by supporting the business in its goals to improve the product or service delivery, the customer experience and, ultimately, the perception of the ‘brand’ in the marketplace.