You have the possibility to push any kind of customized data to babelConnect.
Of course, you might be wondering what a push to babelConnect means and why would you need this anyway?
For the beginning it is good to know that a few data points are already pushed to babelConnect. Have a look:
As you can see in the screenshot above, whenever a call is trying to connect to an agent the following data points appear in babelConnect:
- the number of the caller is very prominent
- you see which number the agent receives the call at (if you use a Browser Phone, babelConnect will push the information "Browser Phone" next to "Dialed:")
- You see which queue the call comes from
This list is the standard data set babelforce pushes to the babelConnect integration.
But you can have much more displayed, also dynamic information as you will see.
Pushing dynamic data
The screenshot above shows the two options you have when implementing customized push data:
- A standardized message that will appear every time the event fires. In the case above it says "Hi, I hope you have a great day!". The message will disappear after a few seconds.
- Links or any other data value or string. In our examples, there is a link to a survey and the agent sees how long the customer waited in the queue.
Now you might be wondering why would you needs this. Maybe you don't, so let's see if any of the use cases apply to you. Or maybe you find an entirely different reason what you could use customized push data for.
The push feature can come very handy for a number of scenarios:
- Customers who don't have a CRM but want to give further information about the caller to their agent s(the wait time, the brand, the call reason selected via IVR, etc.)
- CRMs or helpdesk that don't allow the push of tickets or user accounts. (However, you need to make sure that babelforce receives the necessary data from your system. If babelforce knows, for instance, the ticket ID it can be printed in the pushed link)
- Anyone using Outbound Dialer. As you can upload as much customized data as you want, you can have any of these data points displayed in babelConnect
- If you have a 2-way-integration you can have all kind of data pulled by babelforce and print it in the push action
- Any other third party software that you connect with babelforce can push data to the system that then again can be used in this data push event
Implementing this feature is easy. You need to add a babelforce-implementation and a trigger
Adding the babelforce Integration
The first thing you need to do is creating a new Integration: You must integrate babelforce with babelforce. Sounds weird but you need this to push data to babelConnect.
It's straight forward:
- go to Configurations > Integrated Processes > Integrations
- click on add integration
- Leave all settings as they are
- Enter the owner's user name and password (this is important, you have to enter the credentials of the main admin)
- Click save
- Now click on edit again and authorize the user password. If it worked you'll receive a message that the authentication was successful
Adding the global event
The only "real" challenge will be the trigger. You need to define at which point in the call flow the information is pushed. Let's take an easy example: You have an inbound flow and you want to push a message and a two data points to babelConnect when the call is bridged.
So the global event would be Call bridged and the trigger that can be used is "Call is inbound". The action is "Push data to an agent."
What data do you want to send to babelConnect? In our example, we have a short message send (you don't need to fill in anything). Also, we push the queue wait time (how long was the customer waiting in the call before being connected to the call?) and a link to a survey.
You can get very creative when it comes to the data section. Any expression that has a value at this point in your call-flow can be printed and used.
For instance, if you create the survey based on customer's phone numbers, you could have a link like that:
So if a customer with the number 15754564684 calls your hotline, the link would look like this: https://mysurvey.mydomain.com/15754564684
There many options to get creative. If you integrate babelforce with a database, you can do customer look-ups and have even more datapoints pushed to your team.