As companies around the world search for a more seamless solution for their communication and customer experience strategies, "integration" has become the name of the game for many vendors. When it comes to ensuring integration, there are few organisations in the marketplace quite like Mondago when it comes to popularity, success, and reputation.
Mondago offers Computer Telephony software to companies that want to enhance and improve their systems through immersive integrations with the Customer Relationship Management world. By connecting the CRM in all of its many forms to the communication environment, Mondago provides businesses of all shapes and sizes with the tools they need for transformative CX.
I sat down with the Commercial Director of Mondago, Rob Cox, to discuss the things that the company had learned in 2018, and what the team expects to see in 2019.
What Kind of Significant Changes Did You Notice in 2018?
Mondago uses standards-based components to help streamline the integration process between the CRM and communication environments. Rob told me that during 2018, the company began to see a shift in the new opportunities being presented. Particularly, newer hosted telephony platform providers began to grow aware of Mondago as a solution provider and started to come to them for help.
"There's a lot of great hosted platforms out there. They're all making significant investments, and the market is certainly growing, but it's also a very competitive space."
"CRM integration has become an essential requirement for service providers who want to compete and grow their channel"
Although hosted platforms can do some of the integration work for themselves by connecting with partners and covering the basics, as the CRM market continues to grow, Rob believes that Mondago's specialist services will become more essential. "Ultimately, end-customers won't sacrifice the CRM they work with for a phone system. They will have made a significant investment in their customer management systems and need their service providers to work around the CRM they already have, and that's what we can help with at Mondago."
How Do You Think Mondago is Standing Out in the Market?
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Rob Cox[/caption]
When it comes to CRM integrations, few companies match up to the sheer scope that Mondago can provide. As new entrants continue to make their way into the market, it's no wonder that business is growing for Mondago. According to Rob, people aren't just coming to Mondago to differentiate themselves; they're realising that they simply can't compete if they don't have ability offer telephony integration their customers preferred systems, and not to just the standard well known CRM systems.
"Our partners feel that they simply have to have this flexibility in their portfolio now - they can't be a competitive without it. CRM software evolution isn't slowing down. I'm not just talking about traditional CRM systems here - but anything that integrates with contact-oriented database applications. We integrate with service desk systems, accounting systems, and a host of other things. It's about delivering context to communications."
