Personalisation / CRM Integration

Overview

One common integration is to retrieve user data from an external system such as a CRM database. This technology enables staff to receive useful information at customer check-in. This could be through a card reader, biometrics, our meet and greet applications etc.

API Flow

On a technical level, the flow is quite similar independent on what the identification method is.

Below follows a typical example:

The flow starts with user interaction. It can be automatic facial recognition or a meet and greet interaction but most commonly is through a self-service kiosk with either a card reader (NFC, Bank card) or a barcode reader. The user enters his/her credentials and the reader sends masked data to the embedded software inside the kiosk.

The embedded software is connected securely (web socket secure) towards the Qmatic Queue Agent which is the software running the service data and much more. It contains a plugin system for standard and custom units called UTT framework and each reader will have a UTT assigned. It is this UTT that will receive the identification data and custom integration logic is placed here.

As integration method, REST or Webservice calls over HTTPS, is very common but depending on the CRM/ERP/Other system that is to be integrated other methods can of course be used as well. However – as there is sensitive data in these messages care has to be taken to assure all communication is encrypted.

After the selected customer data is retrieved the UTT can add the fetched customer data to the visitor object or to the visit. All such data is available through the APIs so both the queue-logic, staff terminal or the Kiosk can use the information. Examples of usage could be to automatically segment service, based on customer VIP-status or prepare staff with extra information when the customer is called.