About Us

Integration: Telecom, Enterprise Data

IVR integration with other telecom and data systems is critical for contact automation continuous improvement.  CSI developers have built integration routines to many client database and ERP systems to ensure that when the end customers call the contact center, whatever data they need to complete the call in the IVR is available. This usually entails account information, personal data, and other history. Access to this data correctly and immediately is critical to ensure that satisfaction levels are high and that the caller need not opt out to a live agent. Providing self-service options in the IVR requires consistent and effective communication between the IVR and host systems.  CSI has a large library of proven adapters and experience integrating with a wide range of systems (ranging from simple ASCII file management to real-time web interfaces).

CSI also includes CTI with our contact automation offerings. Our well-developed and comprehensive approach to tying in the automation and live components of the call ensure that cost savings can occur by reducing the time the live agent spends with the caller.  Talk time with agents can now drop which saves costs. Your customers want to know that they’re not wasting their time when they call you and that they’re going to get what they want from your automation application.  People don't need to talk to a live operator; they just want to get their information and be assured that the information, such as their account balance, is correct.  This means that the integration between the IVR and other data sources must be 100 percent complete and accurate.  Once this detailed integration is completed, the call flow will be more efficient and people will choose to self service and only opt out to live operators if specialized needs arise, such as disputes.