Customers often lament, “I told you this already!” That frustration stems from siloed data. Without a unified interaction model, customers must repeat information.
Many organisations still treat telephony data separately from digital channels, undermining personalisation and analytics.
The Canonical Model
CCL’s data integration service designs a canonical interaction model. We identify common elements: customer IDs, channel, intent, transcript, outcome, and sentiment.
We implement connectors that ingest voice recordings, chat transcripts, and CRM events into a single source of truth.
Data modelling is the foundation for routing, analytics, and AI.
Scalable Personalisation
With a unified model, AI can see the full journey. Agents can view the full history and pick up where the customer left off.
Marketing can trigger targeted messages based on recent interactions. Customers no longer feel like they’re starting from scratch.