Remember Rube Goldberg machines? Those intricate mechanisms that would go through dozens of steps to accomplish a simple task, like cracking an egg or turning a page?

Well, managing a call centre can feel like you're a senior engineer at Goldberg HQ.

On paper, it should be simple. They don't call it a "call centre" for nothing, after all. It's there to take calls and make calls. Bish, bash, bosh.

Of course, we all know it doesn't work like that. Modern-day call centres are complicated webs of compliance regulations, hardware, and lots and lots of data. More often than not, you need several pieces of software to manage and make sense of it all.

But this is where things can get a little bit "Goldbergian". Because if these software solutions refuse to get along with each other – or with your phone system – the whole contraption can come crashing down.

Chances are you have a customer relationship management (CRM) solution, for instance. If this doesn't integrate with your VoIP phones, you'll have a tough time tracking customer journeys from call to call. And isn't that the whole point of a CRM system?

Or maybe you have some nifty wallboard software. If this can't pull in real-time call data from your phones, you'll have a pretty looking wallboard that displays a whole lot of nothing.

Wouldn't it be nice if all this could be avoided? If you could ditch the Rube Goldberg machine and make everything as smooth and simple as it should be?

There might just be a way. (Hint: it starts with a "W" and ends with an "ildix".)

What is Wildix and how can it help?

Wildix is one of our favourite VoIP phone systems. It provides unlimited free calls to UK numbers and comes with a raft of useful features such as video conferencing, omnichannel reporting and a complete unified communications (UC) suite.

So far, so useful. But here's the clincher: Wildix has one of the best track records for software and hardware integrations of any VoIP system on the market.

At the time of writing, Wildix lists more than 60 ready-to-go integrations on its website. And that number's growing all the time.

Many of the most popular business applications are already covered, as well as several pieces of call centre-specific software.

Got a CRM you rely on? Or a call recording suite that contains years of data? There's a good chance Wildix will integrate with it.

And you know what means? It means you can kiss that Rube Goldberg machine goodbye and make your call centre run as smoothly as a German motor.

Let's explore a few key call centre technologies that work beautifully with Wildix.

Salesforce

No doubt you've heard of Salesforce. It is, after all, the world's most popular CRM system, with more than 150,000 customers worldwide.

Zoom in to call centres, and it's the same story. According to one source, Salesforce enjoys a 15% share of the contact centre market, nearly twice that of its closest competitor.

Many call centres rely on Salesforce to understand customer needs and provide an efficient and pleasant service. It's business-critical software, so naturally, managers will want their phone system to work flawlessly alongside it.

Surprise surprise… Wildix does just that.

With Wildix integration enabled, agents can access customer records in Salesforce, and then call them instantly using Wildix. All it takes is one click, and the call is redirected to their Wildix handset or web-based UC dashboard.

It works the other way around too – if a customer calls in, you can set Wildix to open the relevant Salesforce record automatically.

Wildix works with Salesforce Classic, as well as the new-and-improved Salesforce Lightning.

RAMP

RAMP stands for "Recording Archive Management Portal". It's a cloud-based solution that helps call centre staff upload and access historic call recordings.

This is useful for all sorts of reasons. For instance, those working in the financial services sector are obliged to keep recordings for a minimum of seven years. Tools like RAMP keep this data securely stored in the cloud, meaning there's no need for hefty on-site data centres or clunky, manual backup processes.

Best of all, RAMP is built – from the ground up – to work with Wildix.

RAMP integrates with Wildix's own call recording functionality, seamlessly transferring the audio files across to the RAMP platform. This means there's no need to manually sync data and no possibility of human error.

And once it's in the RAMP cloud, staff can search through historic recordings using the Wildix metadata structure they're familiar with. Easy.

MyWallboards

Need a wallboard solution that plays ball with Wildix? MyWallboards comes from the same team that brought you RAMP – and just like RAMP, it's built with Wildix integration in mind.

Now, we should point out that Wildix can do wallboards on its own, as an extension of its call reporting dashboard. However, MyWallboards makes it easy to create attractive, customised wallboards without having to get to grips with the Wildix API.

Deploy the two solutions together, and you'll enjoy seamless real-time call data, presented in an attractive, easy-to-read format. It's really easy to add custom branding too, so it will look right at home in your headquarters.

Dubber

Here's proof that Wildix is crafting new integrations all the time. Dubber is another call recording suite, which saw Wildix integration added only a month or so ago.

Dubber is a really impressive piece of technology. As well as seamlessly recording calls, it uses artificial intelligence to automatically transcribe them. This means staff can search customer conversations using text strings, either to understand an ongoing conversation or to hunt for compliance missteps.

And this is just scratching the surface. For more juicy details, check out our blog post: "Wildix adds Dubber integration: let's explore what it can do…".

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Thanks for reading! If you'd like to learn more about how Wildix and its call centre-friendly features, get a load of this page.

Or if you'd rather jump right in, get in touch to arrange a no-obligation chat with one of our VoIP experts.

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