Vendor

CEX, [Contact person ?]

SaFi Owners

User fcd84 , Zbyněk Melichar (Unlicensed)

VL Owners

Domain: Back-office squad, User 88745 Jakub Ukrop (Unlicensed)

Agent logs into CC

Agent logs in to CC using SSO

Set up by Vendor

IB1

CC receives an inbound call (from a known phone number)

CC will call the backend to retrieve customer information based on the phone number. The information should include:

• ID, names, date of birth, onboarding status

• [in collection flag, not MVP], if part of an active campaign (so we know he may want to react on offer, or that we can reoffer stuff to him if not), if flagged by AML/risk etc

• tickets, next best offer from Meiro

• See https://safibank.atlassian.net/wiki/spaces/ITArch/pages/90341385/Customer+authentication+for+Call+Center#Get-enhanced-customer-profile for details

CC will route the call to a proper agent based on that info, continue to BF1.

We need a dedicated endpoint for this

Security TBD

IB2

CC receives an inbound call (from a registered customer an unknown phone number)

CC not able to retrieve info.

• Agent is allowed to search by name & date of birth in BOFE

Continue to BF1

Done

IB3

CC receives an inbound call (from a non-customer)POST MVP

CC not able to retrieve info. BOFE not used.

Call info forwarded to Meiro to register a prospect customer.

How would not having this “non-customer” in BE, only in Genesys work?

IB4

CC receives an inbound call (from customer via the APP)

Like IB1 but there is no need for caller authorization in BF1.

Done Authenticate calling customer

BF1

CC will display caller’s info in BOFE

BOFE is embedded in CC

• allows showing data for calling customer

• before the data are shown to agent the caller need to authorize via push notification or security questions (BOFE functionality)

  • https://safibank.atlassian.net/wiki/spaces/ITArch/pages/90341385/Customer+authentication+for+Call+Center#Authenticate-unknown-customer

  • only when the customer reached out form the app, the authorization can be skipped

• BOFE needs an ability to be opened with customer ID - done

• BOFE needs the auth screen - done

• Can we prevent URL rewriting? YES CC user dot see the URL

BF2

Embedded BOFE opens TS

When a ticket link in BOFE is activated, the ticketing system (TS) should be also opened as embedded in BOFE.

ON1

CC agent calls a customer

Customer can verify the calling agent is legit

• e.g. Customer sends a code via APP, agent reads it back

Implemented by IAM

Authenticate CC Agent

CC logs data to backend

When a IB/OB call ends, the agent wites a “report” and Genesys sends it to the audit log to become a part of communication history

CC can send some data, the other we fetch Logging communication from Genesys

CC data need to be archived POST MVP

CC storage is costly above a certain size and there could be a migration away from Genesys in the future - thus the we need to store all CC data elsewhere

to be discussed

CC receives a customer email

to be discussed

Email body needs to be stored in the BE

Agent needs to make an outbound call based on a ticket

to be discussed

CDP/analytical CRM triggers a campaign involving calls

to be discussed

CC notifies agent of an event.

For example, a ticket was moved to “call back to customer” status.

Jira will trigger a “preview campaign” in CC, assigned to the original report if possible. The act of handling the campaign is calling the customer.

to be discussed

Event triggers CC to contact customer

When customer waives a subscription fee, CC operator should call them.

to be discussed

just via ticket? or also “preview campaign as above?”

CC is used for workforce management? POST MVP

Customer wants to switch form CC chat to CC call

If customers request cannot be handled in the chat they can be rerouted to a call instead.

• Need to reauthorize?

Handled by vendor