UI-level integration

Integration is not always about writing code or combining software modules. Sometimes, we need to think out of the box and come up with new ideas in order to deliver the desired outcome with the least amount spent on that process.

There is a common misconception that the best approach is always the most comprehensive and complicated, but that's not always the case. For example, call center agents often work with multiple screens and have up to 10 applications running at once, in order to obtain the necessary information to serve the caller's service requests. In such situations, integrating backend systems into one system, by combining application components and data, is not very feasible. This is because most of these are old legacy applications or data that is not related to any other CRM processes. In layman's terms, they have very little value to the CRM platform and/or to other business units separate from the call center agents.

However, using UI...