Push customized data to babelConnect

Tthis article we explains how to push customized data to babelConnect.

Introduction

Managers can push any kind of customized data to babelConnect. Now, you might be wondering what a push to babelConnect means and why would my agents need this anyway? Let's have a look:

Before we start, it is good to know that a few data points are already pushed to babelConnect. 

As the screenshot above shows, the following data points appear in babelConnect whenever a call tries to connect to an agent:

• Caller number
• Number the agent receives the call at. In this case, the call is forwarded via the Agent's ID number  999011089807043 to a softphone (if you use a Browser Phone, babelConnect will show the information "Browser Phone" next to "Dialed:")
• Queue the call comes from.

This list is the standard data set babelforce pushes to the babelConnect integration. 

Pushing dynamic data

There might be good reasons why managers want to present more, for their specific service relevant data to their agents using babelConnect.

If you look at the screenshot below, you see two different types of pushes

• One that enters the screen of babelConnect directly, it needs to be closed by the agent - in our example it presents the customer's wait time
• Another one, appearing at the outside of the frame, saying "This is a message from babelforce" which will disappear after some time

Use cases

The push feature can be very helpful for a number of scenarios:

• Customers who don't have a CRM but want to give their agents further information about the caller (the wait time, the brand, the call reason selected via IVR, etc.)
• If CRMs or helpdesk 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 the ticket ID for instance, it can be printed in the pushed link.
• When using the 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 Automation.

Implementation

Implementing this feature is easy. You need to add a Global Automation and a Trigger.

Adding the global Automation

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 two data points to babelConnect when the call is bridged.

The global Automation 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 send a short message (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:

• https://mysurvey.mydomain.com/{call.from.number}

If a customer with the number 15754564684 calls your hotline, the link would look like this: https://mysurvey.mydomain.com/15754564684