IVR API Integration

Five9 or other programmable IVR


  • Calling Customer
  • Phone

  • Cloud Based IVR
  • API

  • OCO – IVR API
  • API

  • Client’s CRM
  1. 1. Customer calls support
  2. 2. IVR routes call to OCO
  3. 3. OCO communicates with CRM
  4. 4. OCO instructs IVR response
  5. 5. IVR responds to customer
  6. 6. Customer accepts offer
  1. 7. IVR communicates to OCO
  2. 8. OCO communicates to CRM
  3. 9. CRM responds with confirmation
  4. 10. OCO instructs IVR response
  5. 11. IVR responds to customer

Web API Integration

Five9 or other programmable IVR Application


  • Online Customer
  • Web

  • Customer Support Web Site
  • API

  • OCO – Web API
  • API

  • Client’s CRM
  1. 1. Customer visits support page
  2. 2. Web page communicates to OCO
  3. 3. OCO communicates with CRM
  4. 4. OCO instructs web response
  5. 5. Web responds to customer
  6. 6. Customer accepts offer
  1. 7. Web page communicates to OCO
  2. 8. OCO communicates to CRM
  3. 9. CRM responds with confirmation
  4. 10. OCO instructs web response
  5. 11. Web responds to customer

Email API Integration

SendGrid or other programmable Email Application

CSR API Integration

RevLive or other programmable CSR Application


  • Calling Customer
  • Phone

  • Cloud Based CSR Application
  • API

  • OCO – CSR API
  • API

  • Client’s CRM
  1. 1. Customer phones CSR
  2. 2. CSR communicates to OCO
  3. 3. OCO communicates with CRM
  4. 4. OCO instructs CSR response
  5. 5. CSR response to customer
  6. 6. Customer accepts offer
  1. 7. CSR communicates to OCO
  2. 8. OCO communicates to CRM
  3. 9. CRM responds with confirmation
  4. 10. OCO instructs CSR response
  5. 11. CSR response to customer

CRM API Integration

LimeLight, SalesForce, Triangle or other programmable CRM Applications


  • Shopping Customer
  • Web

  • Customer Sales Web Site
  • API

  • OCO – CRM API
  • API

  • Client’s CRM
  • Phone
    Web
    Email


  • Support Systems
  • API
  1. 1. Customer places order
  2. 2. Order forwarded to OCO
  3. 3. Customer contacts support
  4. 4. Support communicates with OCO
  5. 5. OCO refreshes from CRM
  6. 6. OCO instructs response
  7. 7. Response delivered to customer
  1. 8. Customer accepts offer
  2. 9. Customer response sent to OCO
  3. 10. OCO communicates to CRM
  4. 11. CRM responds with confirmation
  5. 12. OCO instructs response
  6. 13. Response to customer

Portal API Integration

Client portal, CRM consumption, mobile application


  • Client’s CRM

  • RevGuard Client Portal

  • Mobile Application
  1. Secure access via web service to OCO analytic data and campaign configuration options

  • OCO – Portal API