Event-Driven Browser Launch for CRM Integration
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Solution Overview
Problem
Existing communication systems are inconvenient and prone to errors due to the lack of integration between customer relationship management (CRM) systems and communication means, requiring manual data entry during calls, which delays and may result in incorrect data retrieval.
Innovation Solution
An event-driven browser launch system that automatically receives communication data variables and launches a browser at predetermined times during or after communications, providing data from CRM servers or external sources based on these variables, with customizable settings and policies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If manual data entry is used to access CRM systems during calls, then data can be retrieved, but errors occur and delays happen
Solution Approach 1:
The system performs preliminary actions by automatically detecting communication data variables and pre-fetching relevant CRM data before the agent needs it during the call. The browser is launched with pre-populated data, eliminating the need for manual entry during the call and ensuring accurate data retrieval.
Solution Approach 2:
The system enables self-service by automatically detecting communication variables (such as caller ID, account numbers) and using them to retrieve and display relevant CRM data without requiring manual intervention from the agent. The browser automatically navigates to the correct data pages based on the detected variables.
2Loss of information
If CRM systems are manually accessed during calls, then customer information can be obtained, but time is lost due to manual entry requirements
Solution Approach 1:
The system performs preliminary data retrieval by detecting communication variables and automatically fetching customer information from CRM systems before the call progresses. The browser is launched with data already retrieved, making customer information immediately accessible without time loss during the call.
Solution Approach 2:
The system introduces a browser-based intermediary layer between the communication system and CRM databases. This intermediary automatically detects communication variables, formulates data requests, retrieves information from multiple data sources, and presents it to the agent, eliminating manual data access time.
3Productivity
If automated browser launch is implemented, then data retrieval speed improves, but system complexity increases
Solution Approach 1:
The system uses a browser as an intermediary component that simplifies the integration between communication systems and multiple data sources. The browser handles the complexity of detecting communication variables, formatting data requests, accessing different data sources (CRM systems, external databases), and presenting unified results, thereby managing system complexity while improving data access speed.
Solution Approach 2:
The browser-based solution provides multi-functionality by serving as a universal interface that can access multiple different data sources (internal CRM systems, external databases, third-party services) through a single integrated system. This universal approach improves productivity while consolidating rather than increasing overall system complexity.
Data Source
AI summary
Systems and methods for providing event driven browser launch are provided. In exemplary embodiments one or more communication data variables associated with a communication are received. Browser launch settings for an individual associated with the communication are reviewed to determine a time to launch a browser. The browser may then be launched at the predetermined time. In exemplary embodiments, the browser provides data retrieved from a URL associated with at least one of the communication data variables.