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IVR Integration

Posted on 2009-05-10
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Last Modified: 2012-05-06
Hi
i need to integrate IVR System with one of my CRM System
CRM is running on Tomcat with oracle database as backend

both systems are hosted in different locations.

What are the solutions for integrations
is webservice a good choice?
which solution will make the response faster?
please advice me

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Question by:soocker
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press0 earned 2000 total points
ID: 24388635
It's a broad question so this is a broad answer...
Your solution will depend on the interfaces between your IVR system and CRM system.  If your IVR can consumer a web service and your CRM system exposes itself via a web service then that would be a great solution.  Your integration points will need to be common on both ends.  Given that you can't keep the caller on hold for too many seconds, while you retrive their information from the CRM system, a web service inteface is relatively responsive and is a good choice.  Respone time is going to depend on a number of factors -- how you consume the service (e.g. Axis), the complexity of the call (does the CRM system have to do a lot of work to do before it returns the response), network latency, etc.
Another option is to go direct to the Oracle database, but typically you then lose the business rules enforcement provided by the CRM system and have to write them into the IVR code.
More details would help narrow the solution.
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Expert Comment

by:press0
ID: 25450244
This question should not be closed until the answer provided is reviewed and awarded a response.
The question was weak but I provided a solid response to a broad question, and my response should have generated some thought and more details by soocker.  My response should have been awarded points given the absence of any follow up by soocker or other experts.
This ends up being a waste of my time when soocker does not put the effort into the assessment of the response or follow up with additional details.
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