Certain call or chat scenarios require to know more information from the customer during a call or chat, such as his geo-location, IP address, ISP name, browser etc.
Expertflow CIM gathers geo-location in the following sequence:
- CIM generates a random unique temporary session ID for a customer that is interacting with the contact center (a chatbot, an IVR, a human agent), typically a numerical code of up to five digits
- This session ID is then communicated to the customer in either of the following forms:
- Read over the voice channel (IVR, agent)
- Sent via a chat message (SMS, Whatsapp, FB Messenger,…)
- attached to an URL in the following format http://<mycompany.com>?<sessionID>
- The customer enters the sessionID Into his web browser. This can happen by just calling an URL such as http://<mycompany.com>?<sessionID> , or by entering the code into a dedicated form field of the browser.
If the browser ID is already associated with a customer and a company cookie is stored in his browser, no identification is required. If the customer is on a company’s website and if the customer gave the company website the permission to gather his geo-location, it is sufficient if the customer simply executes an action (page reload, button click,…) on the company website, that will then re-send the customer location.
- uses a W3C standard that is supported by all major browsers
- Can be used both on mobile and desktop/ tablet browsers
- Works in the standalone version of Expertflow CIM, or when integrated with a contact center, such as Cisco UCCX, UCCE, PCCE or Genesys.