CFD app input, send to CRM integration?

[Megamuch]

We would like to ask the user for some input during a CFD app. That input / response should then be passed along to the CRM integration.
I've yet to find out the way to get variables set during a CFD flow into a CRM integration.


A work around would be to dump the cfd flow data into a database and then collect that data again when running the CRM but this is less then ideal.

Is there no way to feed some data to the agent from the CFD?

 

[Evolute IT]

We would like to ask the user for some input during a CFD app. That input / response should then be passed along to the CRM integration.
I've yet to find out the way to get variables set during a CFD flow into a CRM integration.


A work around would be to dump the cfd flow data into a database and then collect that data again when running the CRM but this is less then ideal.

Is there no way to feed some data to the agent from the CFD?

You cannot "feed data" to the agent, that's more the job for the CRM when its pages is triggered.

That being said, you can query data from the CRM via the CFD, useful for routing calls according to many use-cases.

 

[Megamuch]

Here is the thing, I want to collect data in the IVR and send those collected choices and input to the agent and CRM so that they are better informed. Updating the CRM with that info from the CFD app is possible, but only if the CRM is unique on phone number.

But what if another phone number is used, not attached to the customer record? (Lets say the wife of the customer calls instead of the contact in the CRM). Then the CRM fails, because the phone number record is not found. This could be solved if the input of the user could potentially be used to find the correct customer record in the CRM (a booking ID, or reservation ID, or anything related to an order really) if we could add that data that was entered in the CFD app.

 

[Evolute IT]

Here is the thing, I want to collect data in the IVR and send those collected choices and input to the agent and CRM so that they are better informed. Updating the CRM with that info from the CFD app is possible, but only if the CRM is unique on phone number.

But what if another phone number is used, not attached to the customer record? (Lets say the wife of the customer calls instead of the contact in the CRM). Then the CRM fails, because the phone number record is not found. This could be solved if the input of the user could potentially be used to find the correct customer record in the CRM (a booking ID, or reservation ID, or anything related to an order really) if we could add that data that was entered in the CFD app.

The CFD can use Web Services to push data but your CRM or a third-party app/script would need to catch that data and process it in some ways.

It's not exactly straightforward but we have similar things running for a few customers.