Communications Integration includes the following three different capability sets, which are all supported on the storm platform.
i) The integration of different communications channels. By bringing voice, SMS, MMS, email, Internet and many other forms of communication all through one platform, organisations can benefit from much greater flexibility. If their customers prefer to communicate via SMS, they can receive the messages to their Inbox as emails and send an SMS back from their mail client. If they miss a call, instead of checking their voicemail, it can go to their Inbox as an email attachment. And if they wish to see all customer interactions in one place at the same time, they can see all their communications traffic at a glance on one dashboard.
ii) The integration of data and communications. All organisations have to deal with large amounts of data. It can cost thousands just to ensure that the right person has the right piece of information at the right time. But because storm can integrate with over 100 different types of databases, the cost and administrative burden of moving data around can be dramatically reduced. For instance, our clients in the utilities sector no longer make their customers wait to speak to an agent when there is a power outage: when their monitoring system registers a fault, via integration with storm, a message is immediately sent to customers in the affected areas. And if customers do call up, their call comes through the storm platform and they are played a message informing them of the situation.
iii) Integration with existing equipment. Because storm is based on open standards, it is not necessary for our clients to replace their telephony estate. If they have a perfectly functional Private Branch Exchange (PBX) but they need some more advanced capabilities, they can overlay storm, bringing their legacy infrastructure together and offering powerful new features.