Agent and customer experiences rely on data to thrive. Eliminate inefficient technology silos, and unify your existing systems and databases in a single platform, to empower smooth and unified interactions.

Big Data

Organizations hold enormous amounts of data on every customer, including past interactions across multiple channels, consumer behavior and purchase history. This is often held in disparate systems and databases, creating vast silos of data that do not inform one another, and act as barriers to the delivery of a cohesive customer experience.

With the ability to link to any third-party system, database, or remote store of information, the storm® platform unifies, rather than replaces, legacy architecture. This allows organizations to make effective use of the systems they already have, reducing costs, and the need for huge system overhauls that would cause service disruptions.

storm INTEGRATE enables organizations to use big data to drive effective business decisions, and to allow agents to be more flexible, informed and responsive in unforeseen circumstances.

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Seamless Personalization

In the digital era, customers expect a personalized experience across all channels. However, this is only achievable when organizations are equipped with a single view of the customer, and have the capacity to effectively analyze all data on that customer at once. storm INTEGRATE unlocks this potential.

Through storm’s versatile Application Programming Interface (API) and its open standards architecture, INTEGRATE enables easy, secure integration with over 100 Customer Relationship Management (CRM) systems, including Microsoft Dynamics®, salesforce.com® and Oracle RightNow®. Streamlined CRM integration means agents can handle omni-channel inquiries alongside all pertinent customer data in a single, unified interface.

INTEGRATE in Action

As the UK’s largest producer of electricity, UK Power Networks often experiences large spikes in customer contact when unexpected power outages occur. UKPN uses INTEGRATE to receive information from its high-voltage network monitoring database, using an XML (SOAP) interface. When a customer calls up in response to a suspected fault, our platform is able to detect their location and give them details of relevant faults and expected repair times. This service can scale to cope with hundreds of thousands of queries over a short period of time, ensuring that bursts in demand for information are dealt with easily and efficiently.

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