ECS offers the ability to store the results of each interaction in an external application at the conclusion of the interaction. For many organizations that leverage ECS, their CRM or business application is the “single source of truth” that houses all customer information. In this scenario, ECS will pass the details of every interaction to the CRM or business application. This offers agents the powerful ability to access all customer-related information in a single location. Moreover, this approach offers leadership a complete and holistic view of customers to perform advanced analysis such as revenue per interaction, speed to lead, marketing campaign effectiveness, etc. where ECS information is combined with other data to produce insightful business metrics.
To enable this capability, ECS will call the appropriate API method where appropriate in the interaction handling flow. Evolve IP’s clients provide detailed documentation on each API method such as the URL, required parameters, response attributes, authentication scheme, and sample requests/responses. Evolve IP will insert that exact method into the ECS programming. This capability can be selectively applied to a subset of interactions (typically per Business Process) or activated globally (via the ECS API Trigger feature) to pass this information about every interaction. The most common interaction information passed from ECS include: date/time, duration, customer contact information (such as phone number or email address), agent name, Business Process, and Disposition Code. For the full list of data that can be passed from ECS, review the REST API Trigger Fields.