The implementation of VOIP technology in the company gives undoubted benefits. The next step is to combine the capabilities of the PBX with other systems used in the company. The most popular solution we use is the integration of the telephone system implemented in the company with the CRM system.
Telephone connections flowing into the PBX are automatically connected with customer records in the CRM system, where we search for the appropriate data by phone number and present it to the person answering the phone.
The person receiving the phone quickly gets information about the history of contacts with the customer, his orders or payments.
In making outgoing calls, the person making the call clicks on the phone number in the CRM system and the connection is automatically set up with the customer’s phone.
There are many more possibilities of this type of integration, e.g. setting up tasks for people in a company in the case of missed calls.
Is this the only use of integration? We can also integrate various other systems with each other.
What is Application Integration?
Application integration is the merging and optimization of data and workflows between two disparate software applications, often a new cloud application with a legacy on-premise application.
What do I need to know about application integration?
The need for application integration usually arises when a company adopts a new software application to improve or replace an outdated business process. The new application is desirable for its efficiency, but problems arise during implementation because the new software must interoperate—usually in both upstream and downstream processes—with legacy applications. Application integration is the effort to create interoperability and to address data quality problems introduced by new applications.
Who needs application integration?
Most businesses employ the use of enterprise applications such as supply chain management (SCM), enterprise resource planning (ERP), or customer relationship management (CRM). When business processes all filter through these large applications, everything works smoothly. But these applications do not always offer the most innovative solution to a common business problem. Cloud and mobile applications often offer an easier way for employees to do certain aspects of their jobs, and when this happens, the organization must create integrations between the old and the new.
What are the challenges of application integration?
Often the easiest way to integrate applications is to manually program point-to-point interactions between two applications. But over time, as more integrations are added, this becomes untenable. Overseeing dozens or hundreds of manual integrations is very challenging. Thus the prevailing best practice for application integration is the use of middleware to consolidate and federate integration architecture.