| Product & Services |
|
|
| Get Social! |
|
|
|
 |
|
| Resources |
|
|
|
 |
|
|
| |
|
| |
|
Managing the delivery of accurate and timely information can be challenging, but the benefits are compelling. The ability to provide direct access to data in operational systems, and to stage data in warehouses or marts, improves the user experience by giving real-time access to the unique information needs of all your users. Operational performance improves while call handle time is reduced.
That said, true "Database Integration" implies the ability to access relational data sources from back end systems such as Oracle, DB2 and, SQL simultaneously. In the contact center environment, the better term may be "data integration" because we often need to integrate relational databases with non-relational databases and flat files. Information from multiple legacy data bases may need to be queried to populate an agent's desktop CRM system. Access to the data is usually in the form of a query, and likely using Web services, often with some variant of XML, but can also use other methods. |
| |
 |
| |
|
|
