Application Programming Interface (API)

Speech Analytics Request a DemoIntegrate with other systems through our application programming interface (API) and software development kit (SDK), included with every installation.

Application Programming Interface (API)

cc: Discover’s API can be used with any program written in any programming language that can communicate over TCP/IP. Messages are sent in a simple and descriptive XML format.

Integrations supported by the cc: Discover API include:

Customer Relations Management (CRM)

cc: Discover’s API can be used to tie CRM data to a call record. Data such as customer name, case ID and resolution codes can be used.

  • This data can be used in searching and filtering. For example, find all calls where the resolution was “Paid in Full.”
  • Send custom start/stop recording triggers. For example, start recording when an agent accesses the Ability to Pay (ATP) screen, stop when the resolution code is submitted.
  • The API can be used to retrieve and play back records through your CRM software.

Workforce Management (WFM)

cc: Discover’s API can be used to share data with your WFM application.

  • As new agents are hired and added into the WFM application, their information (name, phone ID, manager) can be imported into cc: Discover automatically, alleviating redundant data entry tasks.
  • Data from cc: Discover’s Quality Assessment Forms can be added to your WFM software, enabling you to view schedule adherence as well as quality ratings from a single screen.
  • Data from the WFM application can be used to customize schedules, setting agent-specific recording quotas based on expected staffed hours.

Interactive Voice Response (IVR)

cc: Discover can receive information sent from an IVR application through the API.

  • Attach data to call records for enhanced searching and filtering.
  • Add data to a schedule for prioritized recording based on a caller’s IVR input (e.g., caller inputs account number, record all calls with account number beginning with the number seven).
  • Dedicate a recording port to a specific IVR event, such as option selected or data entered.

Software Development Kit (SDK)

The cc: Discover software development kit (SDK) consists of our application programming interface (API), along with thorough documentation and example code. The SDK is simple to use, but powerful in its wide range of potential applications. The SDK can be used to add data to a call record, send automated start/stop recording triggers, exchange data between cc: Discover and third-party systems (such as WFM, CRM and IVR applications) and even to script custom administrative tasks.

  • Allows 3rd party software to easily integrate with cc: Discover
  • Simple XML messaging protocol over TCP/IP
  • Functions include:
    • Record Updates
    • Call Handling
    • Status
    • Recording Control
    • Importing
    • User Permissions