Technical Overview

At the heart of the Corebridge solution is a database we call the "meta-directory”. The meta-directory contains basic contact information, such as names, telephone numbers and addresses, plus key data that uniquely identifies callers to you, for example customer codes, account numbers, insurance policy numbers, etc. This data is synchronised from any line-of-business databases or corporate directories.

When a call arrives, this data is located in real time, even before the phone rings, and is used to launch the source applications. For example, if you use a CRM system to store customer data, Corebridge can launch the application with the correct record displayed in real time. Multiple applications can be associated with different actions on the telephone such as on ringing, on pick-up, on outgoing call, etc. This integration enables new workflows that can deliver significant efficiency and customer service gains. Users continue to use the applications you have already invested in, which reduces integration costs and minimises training needs. Corebridge increases the value of your existing investment. It does not require you to change it.

As it integrates fully with Microsoft Outlook and Lotus Notes clients, Corebridge can speed up everyday jobs such as creating activity tasks and calendar entries, or making notes associated with calls. It does all of these with the correct contact data completed automatically. Users can also set up ‘missed call’ notification e-mails that can be sent to a mobile device by SMS1 and ‘out of office’ e-mails that are automatically sent to colleagues and customers.

Call routing functionality can be defined organisationally to enforce corporate policies, such as using cheapest routes, or it can be managed to direct your incoming calls2. This can reduce costs and improve efficiency significantly.

The Corebridge technology also expands the concept of ‘user presence’ to include PC and telephony status. It identifies if a user is logged on, screen-locked, or when their screen saver is running and when their phone is on-hook or off-hook and so on. This status can be used, along with organisational and personal preferences, to route calls automatically.