Leveraging the Customer Database

If you base your call routing strictly on inbound DNIS, if your contact information and your transaction data reside in separate databases, or if your agents can’t click-to-dial a customer in your system, Computer/Telephony Integration (CTI), a feature of inContact, can deliver some exciting new possibilities to your organization. 

The inContact database connector can link Interactive Voice Response (IVR System) scripts with your transaction database, so your customers can complete their own transactions without ever talking to a live agent. Where live-agent intervention is required, the building blocks in the application editor let you automatically route calls based on the information in your database. Imagine sending callers directly to the collections department if their account is past due, or routing customers directly to a supervisor if they have a long history of customer service issues. Our CTI Software, dbConnector, integrates with the customer's database and provides agents with pop screens, thus reducing contact handling times, and our Windows-based program, CallDetail, allows users to perform ad-hoc and scheduled data exports.

With our CTI Software, queries to your database are constructed in Structured Query Language (SQL), the standard language for communicating with most any database. Your custom queries, defined in the application editor, inControl™, can update tables in the database or search for values based on caller or agent input.

Our highly compatible Computer Telephony Integration supports:
Direct SQL Access

• Incontact SQL via Public db Provider- For customers lacking an existing database, inContact offers its own database. This method accommodates advanced IVR features such as percentage-based routing, voice mail, user input storage, dealer-locator solutions, and automated attendant. With this method the IVR System can read and write into the database, but customers do not have external access, meaning data can be captured through scripts, but customers cannot create, modify, or query database tables or data, and bulk imports and structural changes have to be performed by UCN’s Professional Services team.
• Corporate SQL via Private dbProvider - For customers with a Windows-based workstation/server and direct SQL access to an ODBC-compliant database, private dbProviders make excellent facilitators for computer telephony integration. A private dbProvider is an easy way to enrich your IVR with tasks such as account balance look ups, preferred routing, and automated order taking. Incontact currently supports Standard, Encrypted and VPN dbProvider connections.

Alternatives to Direct SQL

• HTML Access- HTML access is an excellent alternative for organizations that don’t use Windows operating systems. With an HTML solution, data is submitted and captured by a configured URL, and the data is then accessible at the URL or through inContact. While this process requires more development on the customer side, it is an effective alternative to dbProviders.
• Remote Web Services Access- Remote Web Access has become the preferred solution for organizations that have an existing web service library in place. This is because SOAP/WSDL web services are standards-based, so they can be leveraged by inContact as well as external systems. Allowing you to access your database information with hosted platforms like RightNow and Salesforce.com, as well as collect information with third party vendors like StrikeIron and ServiceObjects.

With inContact’s computer telephony integration, your customers get connected to the right agent, who has access to the right information, more quickly. This reduces multiple transfers or message forwarding, keeping call times low, response times fast and customers happy.

Don’t wait any longer to see how our CTI Software can improve the quality of each customer contact experience, and the productivity of every contact agent.

To learn more about how VoiceConX can help your business take advantage of the services we offer, please contact us today.