Admin: How to get our customers to check their balance?

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We need to let callers "self-serve" for basic tasks like checking their account balance.
Who out there has recommendations on how to add/integrate with backoffice solutions for basic self-service like this.
I am able to expose a secure webservice that the IVR / phone system can call to "checkAccountBalance" ... BUT ... how are folks doing this with RingCentral?
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Posted 2 years ago

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Nathan Malone, U.S. Tier 2 Support

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Hello,

There are pretty much two ways that you could direct customers to "Self-serve" their accounts. It depends on how you are able to set up a system for the customers. As you mentioned, you can record a greeting that gives the customers a website they can visit to check the information.

If you can set up your backoffice systems to have a phone number that the customer can call and enter their account info, you can set an IVR option that would send the customer to that phone number. That way the customer could simple stay on the call without having to hang up and login online, or hang up and call back to another phone number. It simply depends on what you are able to set up through your backoffice system.

Thank you,
Nate Malone, Tier 2 Technical Support
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Okay ... that helps. Now, do you have recommendations on cloud platforms that I could use that would take the forwarded phone call? So, once we fwd the call, I need a solution that would then authenticate the customer and access my back-office web service to retrieve account balances. Any recommendations on such a self-service VR unit in the cloud?
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Jesus Anaya

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Hello there,

We have a similar scenario where our drivers can call in, enter their vehicle number/pin, and get their account info, revenues, etc. As Nate said, we have an IVR option that forwards to a phone number that we have registered at Twilio. From Twilio, the number can be pointed at your stand-alone IVR/web service using PHP.

If you haven't looked into it, Twilio could be worth your time.
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Brandon, Champion

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The above options are all viable and there is one more possibility that you could do a direct integration between your system and RingCentral.  This would depend on the integrations and APIs available from your system though.  What system is it?  On the RC side, you can get details about their API here: https://developer.ringcentral.com/api-and-docs.html