Syncler Use Cases

If things go wrong when working with the contact center...

31 January 2024 | Markus Grutzeck
Optimize Your Contact Center: Data Flow and Customer Engagement with Syncler

Many call center units have both internal and external clients. These clients provide address lists that the call center calls to schedule appointments or to sell directly over the phone. For this purpose, call centers use specialized software that automatically dials and supports conversation management, such as AG-VIP. The most common formats for data exchange are Excel lists or CSV files.

Export and Import as Standard

The client filters the relevant data for the telephone campaign in their main system. The data are exported and usually sent to the call center via email as an attachment. How often is it forgotten to encrypt the data? This means that the protection of these personal data is no longer guaranteed.

Export and Import of data between contact center and client

The client imports the data into the call center software campaign. It must be checked whether the data are already present. An update may be necessary, if the address, company name, or phone number has changed since the last import. All this takes time.

Success in the Phone Call, and Then?

After a successful appointment is made, the field service employee must be informed. If the call center has access to the calendar, the call center employee enters the information there. In addition, the field service employee is informed via email. But how does the information quickly get into the client's CRM system?

In telephone sales, the call center agent captures the order directly in the call center software. An order confirmation as a PDF is sent to the end customer and the client. There, an employee must capture the order in the merchandise management system.

Can't This Be Simplified?

This could be accelerated with direct interfaces. Developing them individually takes time. Moreover, there is a constant need for adjustments when updates to the connected systems occur. The more systems that are connected, the more complex it becomes.

Therefore, many companies continue with double, error-prone, manual work. Alternatively, export and import options are used.

What Does the Alternative Look Like?

The integration platform Syncler provides ready-made connectors to different applications. These connections already have certain functions. You only configure the field assignment and determine which event triggers a data transfer. This creates a continuous data flow within a short implementation period.

Contact Center: Data Flow and Customer Engagement with Syncler

What Does This Mean for your Contact-Center and your Clients?

  • Avoid Errors
    Where people work manually, mistakes happen. Automation eliminates the need for manual re-entry of data.
  • Acceleration
    Instead of waiting for the next export run, the client finds the order directly in their merchandise management system. The field service employee sees the next activity in their CRM software at the customer's location.
  • Delight Customers
    Fast response times delight customers and build trust in seamless processes.

Check the following questions to see how much leverage the Syncler integration platform can offer you:

  • How often do you import/export data for clients?
    ( ) monthly
    ( ) weekly
    ( ) daily

  • How much time does it take per transaction in minutes?

  • What competitive advantage does your client gain when information is in real-time in their own system?

  • What are the benefits when data changes are immediately present in all systems?

What's Next?

Look at our overview to see if your application is already connected to Syncler. Talk to our Syncler experts and find out how much time you can save with Syncler.

share article

Tags of this article