VirtualLogger offers integrations and automations to third party applications – its own call recording with its REST API as well as other integrations.
The methods employed for integrations vary according to the requirements and the limitations of the systems. The integration methods can be classified as REST Web Service, SOAP web service, RPA automations, Web Scraping, Scheduled FTP and reporting, Email Parsing, Custom scripting or application development.
Detailed below are some integrations of disparate and diverse systems. Any other custom integrations can also be developed. Integrations are done using a CTI application to monitor call events and agent statuses. These integrations can be done both for our call recording systems or any other call recording systems. We gather metrics from several sources to provide the required integrations to these systems.
CRM Systems – Call Meta-data can be updated on CRM systems. The process can be done online in realtime or offline (once a day at night). Matching can be done by the ANI (for inbound) or Dialed Number (for outbound).
PayRoll Systems – VirtualLogger CTI application can fetch the agent state in realtime. Agent Payroll can be based on the agent state (time actually on the call or ready and waiting for the call). This data can be sent online or offline to your PayRoll system.
HCM and WFM – Most advanced HCM and WFM systems, such as Kronos, WorkDay, Verint etc offers Advanced Scheduling. These systems need the expected workload over the work schedule period so that they can ensure optimum manpower is deployed at different times.