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Integration in Omni Channel - Cheena Shekhawat - ContactCenterWorld.com Blog

Integration in Omni Channel

Whatsapp Integration

In order to ensure a high-quality experience for businesses and users, Whatsapp is in a limited public preview. Whatsapp Business Integration supports a subset of the features provided by the Whatsapp applications clients already know from Android, iOS, Web and other platforms, including end-to-end encryption.

The difference is that this application is deployed on a server, and the client can use our API to programmatically send and receive messages and integrate this workflow with their own systems (CRMs, customer care, etc.).


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SMS Integration

Aria SMS integration provides the option to add SMS text messaging in Omni Channel Communication System. Depending upon the nature of your business it may also be possible to deliver the product or service itself via SMS. SMS integration in Omni Channel Communication offers a cost effective means of contacting your customers and provides the ability to personalize each message based upon your requirements. SMS APIs allow you to send bulk SMS offers, trigger transactional updates and OTPs, receive inbound SMS, pull reports, and manage contacts & more. Our intelligent SMS gateway routing assures best-in-class delivery.

Social Media Integration

Social media Integration should be an integral part of an Omni-channel Communication marketing strategy. The more you can integrate between different channels, in a seamless way, the better – both for your business and for your customer. Social media integration is when software handles your all social media accounts like Facebook, LinkedIn, twitter, instagram etc. under one platform and allows you to post same post to all the social media accounts in one go or you can schedule it when you want the post to go.

Web Portal Integration

Integrating a portal in Omni channel communication system that allows you to maintain a consistent look and feel throughout your digital environment doesn’t have to be difficult. Aria provides multiple options to set up your portal by web portal integration whichever way best suits both your existing architecture and your end-users. You can make use of a separate login page for your users to go to, or you can fully integrate the login to your existing webpage with no loss in form or functionality. Either route you choose can be customized and branded completely to match the look and feel of your site.

Mobile App Integration

Today, mobile app integration provides you with innovative ways to work effectively and gives you the option of utilizing your complete infrastructure behind your applications in Omni Channel Communication. Thus, you can have a robust and convenient service framework and easy to use user interface.

Mobile app integration helps in giving employees and users a good experience. You want to connect to multiple applications or data sources, and then combine the data, sending the results to your mobile application.

CRM integration

A CRM’s primary purpose is to organize, track, and manage all of your customer information, activities, and conversations. This helps your sales, marketing, and customer service teams better understand your customers. It also ensures you are delivering the right message at the right time. CRM systems are valuable assets for businesses across various industries. These systems hold customer data that can enable teams from marketing and customer service to sales and operations to better understand their customers how those customers interact with the business.

IVRS Integration

The IVR integration in Omni channel communication system allows pre-recording of greetings and menu options that a caller can select using his telephone keypad. More advanced IVR systems include speech-recognition software that allows a caller to communicate with a computer using simple voice commands. Speech recognition software has become sophisticated enough to understand names and long strings of numbers.

CTI Integration

Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing. Omni-channel is a solution that integrates communication channels, like cases, chat and voice.

Live Chat Integration

Live chat in Omni channel communication system is powered by Live Chat Integration, which control the behaviors and settings that are available to Live Chat users. Similarly, Omni-Channel uses Presence Configurations to control the behaviors and settings that are available to Omni-Channel users. You can integrate Live Chat with Omni-Channel so chats are routed just like other work items, and you can even use Omni-Channel routing for your chats. Whichever way you use Omni-Channel with Live Chat, your Chats are then able to accept or reject chat requests right from the Omni-Channel widget.

To know more about our product & services

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Publish Date: August 1, 2019 5:04 AM

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