i-Wacht: A Solution for Synchronous Operational Data Transfer from SoftBCom Contact Center to CRM and External Systems

D. Arkhipov, V. K. Dudchenko

Abstract
Operational data transfer from contact center systems to external systems is an important part of automated customer service processes. The article is devoted to the efficient implementation of transferring almost any data from SoftBCom Contact Center (SCC) system using i-Wacht module. It performs synchronous export of data triggered by a wide range of events in SCC.
The difference and novelty of this method is that it transfers the function of sending data to an external system from the client to the SCC server level. This eliminates the need to place java scripts in the agents’ web forms, which makes it easy to apply the method to a large number of campaigns. This method allows for significant savings in time and effort for specialists when implementing and configuring each specific integration, while maintaining flexibility and the ability to customize

This article is intended for analysts, system architects, system administrators, and other professionals responsible for managing and developing SCC installations. The expected level of expertise is between Intermediate and Advanced.

Introduction
Handling calls and other communications in a contact center (CC) is often part of a broader customer service ecosystem, typically integrated with specialized systems such as CRM, ERP, and Service Desk platforms. Among the most common integration needs is the synchronized transfer of operational data from the contact center to external systems.

Key data types that may need to be transferred include:

• Information from agent web forms (e.g., caller numbers, call reasons, survey responses).
• Case statuses, customer contact details, detailed call records, and historical communication data.

Such data transfers are typically event-driven, triggered by specific actions within the CC, such as the end of a call or a case status change.

Challenges with Traditional Approaches
Conventional integration methods often rely on custom Java scripts embedded in agent web forms to send POST requests to external systems. While functional, this approach has significant drawbacks:

1. Each web form requires its own custom script, complicating development and maintenance.

2. Scripts lack direct access to the SCC database.

The i-Wacht Solution

The i-Wacht module addresses these challenges with a universal approach to integration, where data transfer is handled at the SCC server level instead of within agent web forms. This design eliminates the limitations of traditional methods while providing greater flexibility and efficiency.

i-Wacht has been successfully implemented in multiple SCC installations, demonstrating its high efficiency and reliability. It monitors a comprehensive range of SCC events and supports diverse data transfer to third-party systems.

Key Features of i-Wacht

1. Deep Integration with SCC

• Designed specifically for SCC, i-Wacht leverages the system’s architectural and functional nuances while minimizing overhead.
• I-Wacht is adaptable to other systems (customization is needed).

2. Microservice Architecture

• Integrated as a microservice within SCC, i-Wacht ensures seamless operation with automatic recovery in case of unexpected failures.

3. Scalability

• Easily replicable configurations for new projects or campaigns significantly reduce setup effort.

4. Centralized Configuration Management

• Enables simultaneous updates to shared parameters across multiple campaigns, simplifying maintenance for shared data recipients.

5. Comprehensive Logging

• Detailed operation logs enhance diagnostics and reduce troubleshooting costs.

6. Flexible Integration Options

• Supports standard REST APIs for external system connectivity.
• Alternative methods, such as direct database access, are also available.

7. Multi-Campaign and Multi-Customer Support

• Handles multiple campaigns and independent customers simultaneously without mixing data streams, ensuring secure and isolated information flows.

8. Extensive Event Monitoring

• Pre-configured to capture key SCC events, with the possibility to define additional custom events.

9. High Performance

• Data transfer is organized into parallel streams, ensuring high scalability.

10. Versatile Configuration

• REST API integration and JSON as the default data formats make it compatible with most CRM, ERP, and Service Desk systems. Other data formats can be implemented if needed.

11. Enhanced Security

• Completely isolated from external networks, i-Wacht does not access cloud services or connect to the Internet, ensuring robust data security.

Conclusion
i-Wacht is a powerful tool for enabling synchronous data transfer from SCC to external systems, circumventing limitations of traditional methods. While it excels in operational data export, i-Wacht is not designed to replace other integration approaches, such as CTI integration, bulk data imports, or BI system data exports. For these and other necessary types of integration native SCC interfaces are used.

By combining reliability, scalability, and security, i-Wacht has proven to be an effective and adaptable solution for modern contact center environments.