Hello, right now in my company we are using ININ which is a predictive dialer, along with C4S. The process works like this: the agent is transferred a phone call and ININ displays some basic data, like the customers name, ID, etc… The agent copies the id, goes to the individual customers area in C4C and in search pastes the ID, then opens up the customer data. This manual process is slow, and an alternative offered by ININ is that it can automatically open up an URL by sending a “template” along with certain parameters. Ideally, we should be able to open up a customers data without manually searching for it.
I would like to know if customer parameters (such as the customers ID) are stored somewhere in the C4C URL. For example, the URL for an individual customer is extremely long and I cannot seem to find the ID or UUID within it.
I would like to know if there is an URL “template”, so that we can setup our dialer to automatically bring up customer data by calling the C4C URL, without the agent having to look it up manually.
Thanks in advance for your help.