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Data sources
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eGain
Data Adapter™
eGain Data Adapter enables companies to integrate
various information sources, providing contact
center agents and other employees access to
aggregated information-irrespective of where
it is stored, within the company or on the
Internet. Used by leading global enterprises,
it is easy to configure. The accessed data
is available through XML APIs for automated
processing. Further, the adapter can extract
and present eGain application data for external
applications.
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Data Access
Links
Information can be accessed using various
types of data access links.
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Web Services Access: Retrieve
information by accessing web services
developed in-house or by partners.
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Database Access: Access
and update data in any JDBC compliant
database through complex queries or
stored procedures.
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Java Access: External
applications can be accessed through
Java Links. A Java Link can have runtime
parameters that provide it with the
right context to execute external application
logic.
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XML Access: Make XML information
available in your eGain application. |
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Data Usage Links
Data Usage Links within eGain applications
utilize external data accessed through Data
Access Links. For instance, while handling
a customer query, the system could be configured
to access the Customer Value field through
a Web Services Link, the Number of Open Orders
field through a JDBC Link, and the Number
of Purchases over last 5 years field through
an XML Link. In this case, customer identification
data would be passed as a runtime parameter
to all three Data Access Links. Information
collected from these three links could then
be aggregated and displayed through one Data
Usage Link, saving the agent a lot of time.
Data Usage Links are also used in service
management and interaction routing decisions.
Data retrieved from Usage Links can be used
to drive routing as well as to update data
within the eGain system. Data Usage links
can also be embedded in knowledge base articles
to create personalized responses with realtime
information from one or more data sources.
Agents can access external information by
typing macros or keyboard shortcuts. To keep
data secure, agents access to this data is
based on permissions. |
Group Usage Links
To improve productivity, multiple Data Usage
Links can be grouped into one display using
the notion of Group Usage Links, thereby saving
repetitive keystrokes.
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