What's an Integrator?
We get frequently get asked the q "what exactly does Covington do?" And that's understandable! The world of software development and integration is vast, and contact center solutions are just one relatively small cog in the great technological engine. Whether you are one of those people who's new to the industry, a prospective company researching integration options, or a seasoned veteran in the contact center space who's curious, hopefully this article helps you out!
Software integrators are people like us - usually business-to-business companies who specialize in taking a piece of software, and making it function at a higher level for their respective customers. Merriam-Webster defines integration as "to form, coordinate, or blend into a functioning or unified whole." In a nutshell, that's what integrators do! They are contracted by a business to come in and blend a software with their existing infrastructure, forming a unified and seamless experience.
Direct or Third-party?
When starting a new software implementation/integration project, there are two usually two different scenarios that play out: Firstly, the purchasing company works directly through the integration company of their choice, and purchases both the software licenses and the integration services from them. Conversely, they purchase their software directly from the development company of choice (Genesys, Sinch, Twilio, etc, if contact center solutions are what's being implemented), and then let them recommend a third-party partner company to take point on the implementation and integration. Oftentimes, this will come in the form of a joint proposal from both the integrator and software owner.
Choosing an option tends to vary by preference. If your company puts out a RFQ (request for quote) and the integrator is offering the best all-in-one deal, then that may be the way to go. And vice-versa! Not all companies even put out an open RFQ for a project. Sometimes the safest option for larger companies is to go directly to the software owners, and let them bring in a partner they feel is the best fit. The only downside to this is that they may bring in a company that is best for them, not you.
Why Can't I Do It Myself?
This is a fair question. And the short answer is, you can! That is, if you already have the manpower, knowledge, and most critically, time that it will inevitably take to both learn the nitty-gritty details of a whole new system, and then unlock its full potential. Enterprise level software solutions are a little more complex than minesweeper! While infinitely more powerful than other solutions, and designed with ease of use in mind, the easiest and often most cost-effective path to meeting your project goals is to bring in an expert who knows the solution inside and out. That expert, be it an individual or company (or both!) should be capable of both implementing the solution with your vision in mind, and training the workforce who will be utilizing the solution.
That being said, good integrators should take the "train the trainer" approach, helping turn your team into experts, so that in the future, you can keep your troubleshooting as in house as possible.
Why Integrate In The First Place?
Investing in a enterprise-level software solution, regardless of type or division, is a little like buying a big Lego set. Just like the Lego, your solution comes with a detailed set of instructions on how to build it out and utilize it, but all of the parts require their own configurations. And just like that lego set, the software can be fiddled around with, the pieces moved so that it perfectly matches your own custom specifications. Integrators like Covington specialize in taking those building blocks, and, based on your feedback, build out your solution in the way that optimizes your operations in the exact way you envision.
But that's not all! Many solutions come with "out-of-the-box" integrations with other applications. For example, Sinch Contact Pro, the Contact Center solution by Sinch that we specialize in, comes with out-of-box integrations with Salesforce, ServiceNow, SAP, and more. The solution you are purchasing is oftentimes designed to take in data from and work with other applications, making your overall operations that much more accurate and seamless. This is why integrations are so important to organizations! They are a game changer when it comes to optimization. And more skilled integrators have the capability of creating custom integrations, if you deploy applications that are not featured in the software's out-of-box integrations.
Where Does Covington Fit In?
Covington Creative specializes in Contact Center integration and implementations. We are one of those "integrators" talked about above! We are partnered with Swedish communications giant Sinch, and specialize in their flagship contact center solution, Sinch Contact Pro, and SAP-endorsed application powered by AI that is designed to create the perfect omnichannel, all-in-one experience for both your customers and agents. That being said, our team of experts are experienced in working with other solutions, including Genesys and Salesforce! We also develop programs and dashboards specifically designed to enhance our your company's Customer Experience.
To learn more about our company and what we bring to the table as veteran integrators, or to get in touch, click the corresponding buttons below!
