To deliver outstanding contact center technology and services requires us to understand, evaluate, and stay on top of ever evolving contact center functionality. Powerhouse platforms such as Genesys Cloud CX provides a most satisfying array of contact center applications and functions. But even these, our clients have found, often must be augmented with additional and more specialized applications to satisfy unique needs and the demands of contact center queues, metrics, workforce management and customer experience.
Integrating New Functionality With Existing Systems Of “Record"
It is equally important to understand the overarching importance of integrating new functionality with existing systems of “record.” Your call center and customer interactions rely on the backbone information of your existing data stores. Credit Union call centers, for example, rely extensively on their installed financial systems such as Symitar Episys. MNET integration efforts with Credit Unions have provided us considerable experience with these workhorse applications in both premise- and cloud-based installations. .
MNET Delivers Harmonious Integration Solutions
We have ample experience with the integration of CRM software such as Salesforce, Microsoft Dynamics, and Zendesk. However, today we find clients looking beyond the realm of these traditional CRM platforms and engaging new applications like HubSpot and Odoo for their customer information and marketing needs. Whether you are integrating another application providing advanced functionality for a given channel, or if your needs focus more on a critical system of record, MNET delivers a harmonious integration solution, and one that fosters great CX experiences for your customers.
Recent Integration Projects Completed By MNET’s Development Team
Genesys Cloud CX Integrated With HubSpot
MNET worked with the client to integrate HubSpot to the Genesys Cloud CX outbound dialer functions. They used the integration to engage their contractors with job offers through an outbound SMS campaign that would allow the contractor to accept new job offers, and through SMS acknowledge acceptance as well as be sent links to more information about the job on the website.
Genesys Cloud CX Integrated With Odoo
MNET assisted a client that is a large web based retailer integrate Genesys Cloud CX with their back office CRM Odoo. Through integration, MNET empowered the client to be able to capture and document in Odoo critical customer information that was recorded during the interaction. Instead of manually having to enter this into their CRM, this was now facilitated easily from data gathered about the caller letting the agent focus on the customer.
Core Integration with Symitar
MNET has deployed many different integrations to Symitar for their credit union clients. Using the CoreAccess+ integration framework developed at MNET, we are able to empower our financial institution clients to offer full self-service to their members as well as enabling agents to receive subsequent live interactions armed with full information about authentication status, and ability to have screen pop of the core information to hit the ground running with the client.
