In my understanding, and in the understanding of colleagues, SaaS integration is a “bundle” of several services with each other or with platforms (CMS, for example), the main task of which is to expand the capabilities of the service as a whole.
I asked Askar Rakhimberdiev, the founder of the MySkuld service, the most successful service for integrating with third-party stories, to express his opinion. As a result of the comments, the hypothesis of explosive efficiency of integration was confirmed.
So, colleagues have integrated MySklad with popular online store engines, telephony, 1C: Accounting. Integration is an absolute must, because cloud services (at least good ones) are highly specialized. MySklad will never have, for example, a built-in showcase for an online store. Instead, we give the opportunity to work with all popular engines. The same applies to other areas – we do not do accounting or telephony, but simply give the opportunity to connect to the best products that solve these problems.
The conclusion is obvious – do not reinvent the wheel, but you just need to take the best and integrate!
Visionary games – if not limited only to 1 + 1 integration, then you can see that the business management trend already lies at the junction of the application itself and “corporate Siri” with a foundation of specialized databases or knowledge and their use from different devices
The habit of working from different devices or multi-screen work has become a familiar part of the work of a front office employee, a company leader or a servant of the people. Today Work with business applications is multi-screen – smartphone, tablet, desktop, laptop This fact imposes a number of restrictions on the ability to work through each of the devices with the application – usually through a smartphone we do not have access to all the functionality of the application.
The main advantage of mobile applications is their availability “here and now”, a significant drawback of mobile add-ons is incomplete functionality and dissimilarity to the “parent” application – in most cases it does not repeat the logic of desktop applications and employees spend time learning how to work with an actually new solution – this is the main a problem that hinders the development among managers or front-end divisions of the company of mobile add-ons (applications).
Integration of SaaS services is when 1+1=3. SaaS services complement each other through the API, and this sometimes leads to surprising results. And they not only complement, but also give services unique properties and competitive advantages, for example, “conscious” voice data input-output ..
As mentioned above, a mobile application is, in general, a story not similar to the parent application, but rather its derivative, simplified and not similar to the original, and ideally, the developer needs to “teach Durov’s dog” to speak and understand the vk user, incl. through voice.
And we intuitively see that a possible solution for adapting corporate solutions to mobile devices is the use of some intermediate options that lie at the junction of the functionality of a corporate application, an intermediate module for processing application commands and their voice input and output. For example, voice command input or event notification in Quickme. on the one hand, the mobile device must receive commands from the corporate application (system events), “understand” them, and on the other hand, broadcast these events to the user and receive feedback in the form of a voice command.
To put it simply, the enterprise application segment needs its own “Siri”, which broadcasts an enterprise application event to the user, understands his voice command and performs the only correct action from the many options at the level of an enterprise application or an application knowledge base. As a result, we got an interesting task of organizing communications between a corporate application and a mobile device without the usual “button” interface, but through. for example, an avatar, with which it is visually more familiar to communicate, and which can replace the 38 buttons of a mobile application and become the decision-making center – a hint of an action for the user, and not just a converter of the application command to voice and vice versa.
The result of the integration of Kubukla App Talk and the Quikme mail system:
• Voice mailbox control – send receive mail
• Sound mode of familiarization with incoming correspondence
• Event scheduling – meetings, appointments, calendar reminders.
• Voice dialing of letters
• Selecting an action on an incoming event
• Event notification
In general, any event of the corporate system can be sent to an avatar – a reminder, a ticket, an email receipt, a scheduled calendar event, a task priority.
In fact, an avatar may well become a universal mobile device interface for one or all corporate applications used in an organization. There are all prerequisites for this:
• to date, most corporate applications are implemented on mobile platforms, which is becoming a de facto standard – a user behavior pattern has been formed
• mobile applications are under-applications and live their own lives – look at the same FB.
• corporate applications migrate to the clouds
• the logic of work and the architecture of most management applications is the same
• Application API is wide and accessible.
• there is no clear system of assistance in choosing the solution of the correct action in the form of a voice menu.
Possible examples of Kubukla App Talk integration are CRM, Task Manager, e-mali, DOCflow, Project Manager, Service Desk. Hypothetically, Kubukla Platform can be used without an avatar with original mobile application interfaces that support user dialogue with databases and receive indifferent answers from them – a city or place guide, support service (alternative channel), guide, site or database guide.
What about in the world? Integration of SaaS platforms and queuing systems (company websites).
So far, call centers have been the main channel for processing client requests. With a tool to optimize the work of call center operators – IVR. In fact, IVR is an element of self-service in call centers, which allows you to offload the expensive time of the operators. In addition to calls, there are other channels of interaction between the operator and customers, chats, SMS, e-mail, and so on.
Relatively recently, a new opportunity has appeared to automate the processing of client requests – these are virtual assistants – one of the implementations of the Kubukla platform capable of taking on the self-service function by analogy with IVR, has a speech and text interface, helps to relieve contact center operators, reduces company costs, improves the quality of company service in general. Let’s look at an example of Nuance’s self-service system implementation. The virtual assistant bears the completely European name Nina.
Nina uses natural language understanding technology. It is clear that this is still far from smart artificial intelligence, but it is quite enough for a conversational level of customer service.
So at the end of last year, the Australian company Jetstar introduced Nuance’s “kubukla” to its website.
Jess, this is the name of the character, can give out information in the form of a chat about reservations, luggage and places. In the first five days, Jess handled 77 percent of all requests herself.
Jetstar has launched a pilot project in Australia, with further rollouts planned for New Zealand and Singapore, as well as Japanese and Chinese versions.