One of our customers, a financial recovery company, asked us if the following feature can be configured in the IPCC Enterprise platform: using the outbound dialer, when the call is presented to the agent, a web page with all the contact info (bills, unpaid…) needs to be displayed in the CAD integrated browser. The agent may update this web page by entering new info while discussing with the called person.
We know that is possible for inbound calls (using CAD workflow) but we don’t know if this is feasible for outbound calls presented to agents.
Thanks for your help.
The contents of the BAAccountNumber added to the import list is the key. When the desktop gets the reservation call, the BAAccountNumber will be there as an ECC variable, so you can attach a workflow on this type of inbound "call".
The workflow requires the embedded browser to hit a Web site passing the BAAccountNumber as part of the query string (HTTP GET) and the Web site needs to behave appropriately.
The timing in a power dialer may be a bit annoying - if customer's are not answering; but would be good as a preview dialer.
I did this once for a Mortgage Company using CTIOS Desktop in a PREVIEW dialer.
I wrote custom code in VB.NET to take the BAAccountNumber from the reservation call and query the main customer database, get the data and massage it a little, then display to the agent.
The agents were calling delinquent accounts, so needed to handle the customer with care and tact. Having the details of the outstanding loan helped them in their job.