Real-time integration capabilities between RC, AWS, CRM?

Question

Team RCS,Our company is considering RC, and I am delving into the possibility of integrating RC with our CRM solution, using their API (leveraging Lambda/Dynamo for optimized performance) to streamline and enhance our callflow. Here's the flow we're envisioning:Our RC phone system prompts the caller to input specific information, such as an access code.This input triggers a process to fetch relevant customer data from our CRM system.Based on the input:Our app matches the caller with existing data within RingCentral.Initiates the creation of a new customer profile within RC from the CRM, if no matching record is found in RC.The system transfers caller to another phone # IF the access code typed cannot be matched in the CRMCould you please provide insight into whether your system supports such integration? Specifically, Real-Time Call Data Integration API.Any documentation you could point me towards would be greatly appreciated.Thank you for your time and assistance. I look forward to your response!Jacob

PhongVu · Answer

Can you clarify these items?1. "Our RC phone system prompts ...": Do you intend to build your own WebRTC phone? Or do you just mean that it's just your web app which takes an access code to fetch relevant customer data from your CRM system and returns the customer phone number to call?2. "Initiates the creation of a new customer profile within RC from the CRM...": Do you mean to create a new contact in RC?3. "The system transfers caller to another phone #...": What does this mean? Give an example.For real-time call data, please read this article to see if that is the real-time data you want to receive for integration.

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