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CRM Integration with NICE to Playback Recordings

CRM Integration with NICE to Playback Recordings

CRM Integration with NICE to Playback Recordings

We use Siebel CRM and have Nice Perform Suite configured to record our calls.

We have a requirement for our agents to, while on a phone call, play certain sound files for the customer to hear. Agent should be able to play, and rewind these files. We are thinking that could possibly setup these sound files somewhere in NICE database, and use some sort of integration API to call NICE methods to start\stop the recordings. Since NICE is connected to our voice stream, the customer and agent would be able to hear the sound file.

Example... we would put a Play, Stop, and Rewind button our our Siebel CRM CTI toolbar. When agent clicks play, we would send a "Play file XYZ" message to NICE. NICE would play the file. Agent and customer would hear it.

Has anyone done anything even slightly related to this with NICE? We use NICE Bridge API to Update call data in NICE currently. Do they have different API that would allow the functionality that I am (attempting) to describe?

Any help\direction would be most welcome. Thank you.

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