ACE Agent API
Let the agent retrieve information from, and write data to, your support systems. Directly in the agent’s work tools.
TAILOR THE ADMINISTRATOR’S WORK ENVIRONMENT WITH INTEGRATIONS
For example, it can be used to make the graphical interface of a support system and the agent’s tools connect well. A smooth functionality lets part of the CRM system operate like a window inside ACE Interact. In other words, it is possible to work seamlessly in two separate systems in ACE Interact.
For example, when a call or chat is routed to an agent, data, such as customer ID or case number, from the interaction can be forwarded to the CRM system. This saves time, reduces the risk of errors and can be useful when making a screen pop.
- Tailored work environment
- Multiple systems in the same view
SELECT INTEGRATION IN FRONT- OR BACKEND
ACE Agent Interface provides great opportunities to integrate support systems with ACE to streamline and facilitate the agent’s work. For example, business interfaces can be made available as a card in the agent’s Interact tool and data exchanged between ACE and ERP systems. Integration can be built in either frontend or backend depending on your needs.
Agent Interface JSAPI is used parallel with the web-based ACE interact agent tool using local browser integration. Therefore, both the integrated web client and ACE Interact, with logged-on agent, need to run in the same browser but in separate windows or tabs to exchange data.
ACE Interact can also enable a custom script that loads with JSApi after ACE Interact starts. This custom script loads into a separate (hidden) iFrame. Agent Interface includes a subset of the features available in ACE Interact and makes methods, “gets” and events available
Some integrations are better suited for backend rather than the user’s browser. Typically, these are for integrations with CRM systems. Therefore, this possibility is also available for server-to-server communication. It is used to give the CRM system functionality to answer phone calls or make calls, receive emails, control calls from a waiting list to an agent.
The interface is asynchronous, and the communication is event-based over a specified TCP/IP port where the CRM server connects to ACE and establishes a connection.
A common application where the exchange of information and events takes place on the backend is to provide a CRM system with functions in ACE.
EXAMPLES OF OPERATIONS AND EVENTS AVAILABLE IN AGENT INTERFACE