Example 1 :   Call Center/CRM Integration of DCRS OAPI

Scenario: Road Side Assistance Service

• Customer makes a call to the Customer Service Center for help on an accident.
• Conversation between the customer and agent is recorded by the DCRS system.
• The CRM System which is integrated with the DCRS automatically calls the field technician.
• The field technician then calls back CRM Service Center to listen to the recording file so they can attend to the customer immediately.