On-premise customer data with Context Services

[Andreas Stuber]

Hello,

Is there a way how we can use Cisco Context service but store certain sensitive customer information/ fields on the customer's premises, such as Telephony PIN , VIP status and other? In the banking sector it is almost impossible to allow storage of certain information out-of-country, but it would still be nice to access this customer information by using Context Service Objects.

Thanks for any suggestion.

Andreas

[sajith · Accepted solution]

Hi Andreas,

Yes, it is possible with Context Service SDK integration.

The on-prem CRM (or other systems of record) can store customer information and can be linked to Context Service Customer object using a unique key. So every time a customer calls in, IVR can lookup the customer to get the unique ID and all previous interactions (chats, emails, etc.) and use the Unique ID to get rest of the customer information from the CRM. Would that work?

By the way, we also plan to support a new security model with on-prem Key Management Server (KMS) around end of CY17.

You can read more about the end-to-end encryption capabilities of Context Service in the Context Service Security and Privacy White Paper.

Regards, Sajith

Product Manager, Context Service

[paulonwude]

Hi Sajith,

Can you provide any insight into how this integration can happen? I have the same scenario where customer data exists onprem and we want to be able to use that data with the context service.

Regards Paul

[paulonwude]

Hi Sajith,

Were you able to achieve this?

Paul