I Need Help with Integrating VoiceGuide IVR with CRM Systems

[bovowod]

Hello there,

I am working on a project where we are aiming to integrate our VoiceGuide IVR system with our CRM software. The goal is to ensure a seamless flow of information between the two systems, so that customer data is automatically updated in our CRM based on interactions with the IVR.

We are using a relatively complex setup where the IVR needs to interact with the CRM in real-time, pulling up customer records as they call in and logging their interaction history after the call. Additionally; we want to trigger follow-up actions in the CRM based on specific inputs from the caller.

What are the best practices for ensuring real-time data syncing between VoiceGuide and the CRM? Should we be using webhooks, APIs, or some other method?

How do you handle scenarios where the CRM is temporarily unavailable or slow to respond? Is there a way to queue the data or retry the operation without impacting the caller experience?

What measures should we take to secure the data transfer between VoiceGuide and our CRM; especially if we are dealing with sensitive customer information?

Are there any tips for optimizing the performance of this integration; particularly in high-call-volume environments?

 

Thanks in advance for your help and assistance.

[SupportTeam]

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IVR needs to interact with the CRM in real-time, pulling up customer records as they call in and logging their interaction history after the call. Additionally; we want to trigger follow-up actions in the CRM based on specific inputs from the caller.

VoiceGuide can retrieve customer data using a number of methods. Most common approaches are retrieving this data from the Database, or from a Web Service.

If you have access to the CRM's database then this could be the fastest and most straightforward approach.

And VoiceGuide can update that database with relevant data in real-time during the call, and retrieve real-time data as well.

The Database Query module would be used for that: https://www.voiceguide.com/vghelp/source/html/moddbquery.htm

If you do not have direct access to the CRM database but the CRM is exposing some web APIs then you can use the Web Service module to do the reads/updates/inserts of data: https://www.voiceguide.com/vghelp/source/html/modws.htm

The above 'modules' are placed in the IVR callflow (VoiceGuide's .vgs/.vgp file) that is ran when answering the incoming calls (and also on outgoing calls).

Have you had a chance to use VoiceGuide's Graphical Script/Callflow Designer?

If you are not familiar with how VoiceGuide IVR Callflows are built then recommend reading from this page onwards: https://www.voiceguide.com/vghelp/source/html/scriptintro.htm

 

The usual approach is to use the incoming CallerID value to retrieve the related customer record from database, optionally further verify the customer using a PIN or other method. in cases where caller ID is not sent or you do not want to rely on it then you would ask caller to enter their ID (and then their PIN) - and retrieve account data using that ID. The Get Numbers module would usually be used to get the callers' ID/PIN: https://www.voiceguide.com/vghelp/source/html/modgetnumber.htm

Also, as well as saving data during the call, VoiceGuide can run another callflow upon call hang up. This "onHangup" callflow can be used to perform end-of-call actions, like "logging their interaction history after the call" and similar. Please see: https://www.voiceguide.com/vghelp/source/html/call_finish.htm

 

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How do you handle scenarios where the CRM is temporarily unavailable or slow to respond?

Is there a way to queue the data or retry the operation without impacting the caller experience?

How you handle a situation where your CRM's Database or API does not respond would depend on what type of interactions with customer this IVR is doing, and whether VoiceGuide is accessing the database directly or using an API. Can you tell us more about the type of interactions that this IVR is to support. Is to mainly database querying, or is it creation of new database entries etc? Can you give a specific detailed example of an interaction where you want the IVR to gracefully handle a situation where your CRM Database or API is not available?

Approaches like batching database updates for future execution are possible.

 

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What measures should we take to secure the data transfer between VoiceGuide and our CRM; especially if we are dealing with sensitive customer information?

Web API calls are usually done over secure encrypted https links, and direct database connections are also similarly secured.

Internal VoiceGuide trace logging can all be fully turned off so no record of any customer interaction remains on the system.

Data sent to the Lines Status Monitor can also be restricted to make sure no sensitive information is displayed in the Lines Status Monitor window as the data is entered or transmitted back from/to caller..

The above restrictions that you can apply will result in a system locked down sufficiently to meet security needs for most deployments.

If there are any other specific possible exposures that you need addressed please detail and we can advise how they can be addressed.

 

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Also, I have gone through this post; .... Are there any tips for optimizing the performance of this integration; particularly in high-call-volume environments?

Both Database and Web Service modules are designed for high volume use. If you have an example of an interaction/situation where you have a concern, then please detail that, and we can advise further on what performance you can expect with VoiceGuide.

The link that you quoted to the previous Support Forum post is for a case where user could make outgoing VoIP calls through one service provider ok, but not through another. Is this the issue that you are experiencing? or did you mean to quote a different link?

Have you had a chance to download and install VoiceGuide? The install instructions are on the Downloads page. Here is the direct link: https://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm

[SupportTeam]

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Additionally; we want to trigger follow-up actions in the CRM based on specific inputs from the caller.

How does your CRM allow these follow-up actions to be triggered?

You can have VoiceGuide call CRM's API , or insert data into the CRM's Database, or you can use VoiceGuide's Run Program and Run Script modules to call CRM provided apps or other integration modules. Approach taken would depend on what this CRM allows and which of the integration options that the CRM provides you would like to chose to use.