How edna Chat Center’s Integration With Third-Party Software Supercharges Customer Support

In today’s highly competitive environment, contact centers are critical touchpoints for customer engagement. They play a huge role in how customer experience a brand. When a customer calls a contact center and faces long hold times or is shuffled between agents without resolution, their view of the brand suffers. Conversely, a smooth, efficient experience fosters customer loyalty. To satisfy customers, modern contact centers need to provide quick, comprehensive, accurate, and personalized interactions. For this, operators need convenient access to information about the customer, transaction, and product. However, the data is often stored in different systems, and searching for it takes a lot of time. Agents have to flip between systems to look up information, which increases the query resolution time. This is why it is critical for systems to “talk” to each other. They need to easily integrate with other existing and third-party systems to help agents

The edna chat center supports multiple integrations with third-party business applications and databases. By using this solution, the contact center can be integrated into a company’s unified information space, increasing the speed and quality of service delivered.

Here, we explain how the most useful typical integrations work in the edna chat center.

Integration of Customer Data Storage Programs

The edna chat center supports integrations with programs for storing various types of customer data, including:

Personal Data and Statuses

This information, typically stored in CRM systems, includes details such as name, loyalty program status, tariff plan, personal manager, etc. There are two ways to integrate such data into the chat center:

Via Web Chat: When a customer sends a message through the web chat, their personal information is updated in the chat center profile.

Via Chat Bot: The bot independently authorizes the customer in the channel and transmits information from the CRM to the chat center profile via API.

Interaction Data

Data on interactions with clients include orders and applications, their statuses, and terms of the contract. This  information is usually stored in various accounting programs and billing services. In the edna chat center, they can be accessed through the universal commands feature. The operator just needs to enter a slash, the name and the command parameter in the chat window (for example: /agreement_agreement number), and the answer will show up in real time. The request and its response are hidden from the client. Universal commands are configured during the implementation of the chat center, and if necessary, they can be adjusted in the user interface in the administrator settings.

The function can be used not only to obtain information, but also to manage services in external systems. For example, using universal commands you can change the tariff plan, connect or disconnect services, and set up automatic notification of clients.

Integrations With Knowledge Bases

The edna chat center provides agent prompts and ready-made answers to questions about products and services. In addition to this engine, there are integrations with various knowledge management solutions (e.g., Minerva Knowledge). They allow you to receive information directly from a single company database. When a client asks a question about a product, the operator can highlight its name in the chat and access the knowledge base, then the chat window will display all the relevant articles that can be added to the message to the client with one click. Thanks to the integration of the chat center with the knowledge base, operators always remain in the same system and save time searching for information and manually copying text.

Business Intelligence Integrations

The edna chat center implements a report API – a system using which you can upload information from the chat center to external BI systems (business intelligence programs). Data from the chat center can be compared with data from other systems.  For example, the number of calls to the contact center can be displayed on the same graph with the number of orders from the ERP system. This helps businesses to uncover non-obvious connections between different business processes. Unloading can be done automatically at any required frequency.

Integration With Speech Analytics Systems

Similar AI-powered systems are used to automatically evaluate chats and calls against service standards. edna Chat Center integrations allow you to automatically feed conversations into the software for analysis. You can set various evaluation parameters: compliance with scripts, handling objections, operator communication style, etc. Such integrations will help you analyze 100 percent of conversations in the shortest possible time, identifying problem areas and helping you to take steps to improve the quality of service. In addition to universal programs, the open architecture of the edna chat center allows you to integrate specialized software for various business sectors including logistics, banking, and so on.

edna Chat Center integrations empowers agents by offering quick access to the information they need, reduce overall service time, and minimize errors in consultations, all of which will boost customer satisfaction.