Hi Team
We're a finance company and we have to ID customers everytime they call. This process takes 2-3 minutes every call. We also have recently released a mobile app which requires PIN/Biometrics to open. Other companies in our space avoid or significantly reduce the identification process if the customer calls from within their app. I am exploring this .... how would I achieve it with 8x8?!
Non Negotiables
No extra channels | No extra queues
I want this to work seamlessly with our current setup.
Using https://support.8x8.com/contact-center/8x8-contact-center/developers/8x8-contact-center-click-to-dial-api#System_Data I was able to generate a call and provide the extTransactionData=[extSouce|MobileApp][extBrand|loans] in VCC, but what I would really like to do is have a DIAL Link in the app, which attaches extTransactionData=[extSouce|MobileApp][extBrand|loans] to the call so that the agent can see that the customer dialed from within their app and therefore already has access to most of the data and therefore, by extension half identified.
https://support.8x8.com/contact-center/8x8-contact-center/developers/8x8-contact-center-external-ivr-api#Configuration can only work if a call was sent FROM 8x8 IVR first (requires a SIP)
https://support.8x8.com/contact-center/8x8-contact-center/developers/8x8-contact-center-web-callback-api#GET.2FPOST_Parameters can provide extTransactionData, but the app may be on a phone which is NOT the registered phone so I want the customer to CALL US, not WE CALL THEM.
Are there any other APIs which I can use to call an 8x8 channel, and attach extTransactionData to it??
Thanks in advance!
Ben
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Ben Fischer
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