One of the key things I’ve been spearheading this year with my team is Concentri’s web service API (application programming interface) to address this problem.

If you’re going to take away one thing from this post, remember this — web services play a critical role in allowing you to have timely accurate data at your fingertips. Granted you need someone technical to help out to get it implemented, but once it’s set up, you’re done. No more file transfers. No more delays. Just good timely and accurate data. The following screencast shows how this works for a client of ours. It’s pretty slick if I say so myself.

Today, any standard or custom data field is accessible via Concentri’s web service, but we are continually making improvements. For instance, in our upcoming release, Concentri customers can add email addresses to the DNE (do not email) list via the web service. This could be useful if a customer calls and wants to opt-out. The software that’s running on the agent’s desktop could “talk to” Concentri to complete the request in real-time.

If you have any questions feel free to comment below. I’d be happy to answer them.