In the evolving landscape of customer experience, contact centres are constantly pressured to keep up with the latest tools and innovations – from AI-powered assistants to advanced analytics platforms.
However, rushing into new technology investments without considering integration can do more harm than good.
Many contact centres make the mistake of implementing shiny, standalone tools that ultimately disrupt workflows and hinder productivity.
To find out more, we asked Martin Oberdanner, Director Presales at Enghouse Interactive, to explain why successful tech upgrades start with integration in mind.
Video: Choosing Tech: Double-Check Your New Technology Will Integrate Easily With Your Current CX Platforms
Watch the video below to hear Martin explain how contact centre leaders can identify and choose what technology they need next, and why they need to double-check how it integrates with current CX platforms:
With thanks to Martin Oberdanner, Director Presales at Enghouse Interactive, for contributing to this video.
This video was originally published in our article ‘What Tech Should You Buy Next? Here’s How to Choose’
Why Integration Is the Secret to a Successful Tech Upgrade
If your new tools can’t communicate with your existing systems, they’ll create more friction than progress.
Integration isn’t just a technical requirement, it’s a strategic necessity for delivering consistent, high-quality customer experiences.
Here’s why successful tech upgrades start with integration in mind:
New Tools Should Enhance – Not Disrupt – Your Operations
It’s easy to get excited about the newest CX technology, but without the right integration strategy, that excitement can quickly turn into disruption.
“Before investing in any new technologies, it’s crucial to verify how well they will integrate with your existing systems. If not done right, introducing new technology can actually disrupt operations instead of improving them.”
If your new tool doesn’t fit smoothly into your existing set-up, it can complicate workflows, create communication breakdowns, and even hurt productivity and customer experience.
Seamless Integration Is the Key
Before you make a purchase, ensure that the tool integrates easily into your current platforms.
Whether it’s your CRM, contact centre solution, or workforce management software, the new technology should work with your existing systems, not against them.
Beware Standalone Tools
Some standalone tools look amazing in demos and promise the world. But if they can’t integrate with your data and processes, they may add more complexity than value.
“While some standalone tools may include fancy features, if they may make things harder by complicating workflows or creating barriers in communication, then it will impact productivity and customer experience in a negative way.
That’s why you should look for solutions that integrate easily into your existing customer experience environments.”
They could end up siloed, requiring manual workarounds or causing delays in workflows, all of which reduce their ROI and effectiveness.
AI Is a Great Example
AI is one of the most talked-about technologies right now. But its success depends entirely on integration.
For AI to be genuinely effective, it must plug into your CRM, access real-time data, and share insights with the rest of your tech ecosystem, as Martin explains:
“A good example is artificial intelligence, probably the most talked about technology in today’s world, but for AI to be truly effective it has to plant seamlessly with your contact centre CRM, and any other tools and data you rely on.
This will lead to faster deployment, smoother adoption, and more benefits with your problems.”
This level of integration allows for faster deployment, smoother adoption, and ultimately more impactful results.
If you are looking for more great insights from the experts, check out these next:
- 5 Ways Smart Routing and AI Improve Contact Centre Efficiency
- How Flexible Scheduling Can Help Reduce Agent Stress
- How Gamification Can Improve Scheduling
- The Benefits of Switching Up Your Agents’ Day
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 24th Jul 2025 - Last modified: 25th Jul 2025
Read more about - Video, Artificial Intelligence (AI), Enghouse Interactive, Martin Oberdanner, Videos
