The 3-level integration model adopted by Infra Integrity enables the
ability to combine call center and other corporate resources into a unified information system.
- First model level Integrity Contact Processing allows to use the link between Infra Call Center and a corporate information system for identifying the customer, selecting an agent and playing automated voice services.
- Second model level Infra Integrity Workplace Automation allows to combine the agent's work environment with the services of processing Infra Call Center requests.
- Third model level Infra Integrity Knowledge allows to combine the data stored by Call Center with corporate reporting system.
Infra Integrity scenarios
Infra Integrity scenarios
First level Infra Integrity scenarios
- Identification of a customer by the registered phone number
- Identification of a customer by his/her personal ID
- Evaluation of the customer's importance using the data obtained from CRM or other information system (e.g.,
ERP, Accounting Software, etc)
- Selection of a group of agents or a specialized agent according to the business rules of the CRM/ERP system
- Automated voice services playing information from a corporate database, e.g.
account balance, order status, etc
- Playing personal greetings
Second level Infra Integrity scenarios
- Automatic activation of a screen presenting caller-related data.
- Automatic registration of the agent in the Infra ACD system at the moment when a CRM or a corporate database processing system starts working.
- Fine tuning of the time of processing a request (new calls are not routed to the agent until the window of a previous request processing is closed)
- Automation of call control function
- Automation of outbound calls
Third level Infra Integrity scenarios
- Integrated reports containing data from an external CRM or database and statistics of Infra Call Center
- Reviewing call logs from external applications
- Playing records of agent conversations directly from a system of staff management
The integration model Infra Integrity uses open interfaces of COM, COM+, .Net standards, enabling significant reduction
in operating time and costs while introducing Infra Call Center.
