New API announced

Hostcomm have announced an advanced Application Programming Interface (API) for its predictive dialler.

The predictive dialler API can be used to connect with CRM databases, making Business Process Automation more accessible. In addition, a predictive dialler for call centres or businesses can be integrated to improve efficiency, simplify resource management, maximise agent talk time and boost customer service – all while cutting costs.

Traditional approaches to predictive dialler CRM integration offer two key benefits, namely click to dial and screen pop. Click to dial allows agents to initiate outbound calls with a single click within the CRM, eliminating dialling time and streamlining workflows. Meanwhile, a screen pop automatically displays the relevant customer information to an agent, improving customer service and call personalisation.

While these basic features are useful, they fail to address the concept of Business Process Automation fully. Hostcomm’s API allows for more advanced integration and, as a result, more complete workflow automation.

Using this latest dialler, companies and call centres could:

• Automatically call contacts loaded from the CRM database
• Automate follow-up tasks such as sending documents, building sales orders, or scheduling call-backs and SMS messages
• Automate call recording
• Control hosted dialler functionality from the CRM
• Automatically load call lists from web forms or data lists

These integration features allow agents to continue working in a familiar CRM with new functionality that could maximise performance and efficiency.

“Putting Business Process Automation into practice does not need to be expensive, or complicated to implement,” said Chris Key, Director at Hostcomm. “ContactPro makes integration with legacy CRM systems easy, and, as a hosted solution, there is no capital expenditure required – just a single monthly fee.”