Webhook

Definition

An announcement in a call center refers to a pre-recorded or live message delivered to callers or agents, typically through the call center system. Announcements are used to convey important information efficiently, ensuring effective communication without requiring direct human interaction at all times.

In a call center environment, webhooks can be used to

• Notify about call status changes: When a call is initiated, answered, or ended, a webhook can be triggered to send this information to a CRM, a customer support platform, or an analytics dashboard.
• Send real-time data to third-party tools: Webhooks can be used to integrate with ticketing systems like Zendesk, Salesforce, or Freshdesk, updating customer support tickets as calls are made or resolved.
• Alert when a customer is waiting: If a customer is on hold for a certain period, a webhook can trigger an alert or notification to a supervisor or trigger a different action in the call center system.
• Customer data transfer: Upon receiving a call, a webhook can fetch customer data from your database to give the agent access to relevant information like previous interaction history or service requests.
• Post-call analytics: After a call ends, the webhook can send call data (like call duration, call outcome, or customer feedback) to analytics platforms for reporting and insights.