UCCX IVR and Fiserv

[Sean Lynch]

I'm getting ready to begin working with a client on a Fiserv / IVR integration.  Has anyone worked with the Fiserv Communicator message sets?  I'm just looking to see if someone has some "lessons" learned they could share to help reduce the development time.

Thanks,

Sean

[david.macias]

Sean,

How did this ever go?  Might be getting involved with them and was curious to see how it went and how you integrated with them.

david

[Sean Lynch]

David,

The project went really well.  However, we did have to change our approach slightly.  We ended up having to create a middleware service internal to the customer network in order to make communicatios secure and enable the two services to exchange data; creating a wrapper using JAVA would've been really time consuming.

The customer application is taking well over 3,000 calls per day, now that it is in production.

-Sean

[david.macias]

Sean,

Thank you so much for the information, if you don't mind providing a bit more info around you middle ware.  For example, where you using Fiserv's IVRs to make the actual payments?  If so, did you transfer calls from UCCX to Fiserv?  If so, were you passing all your data over this custom middleware and that's how both sides communicated?

david

[Sean Lynch]

David,

The customer's UCCX cluster is handling all IVR functions (prompt/collect).  The middle ware is handing authentication, and passing data to Fiserv via the communicator messages (account info/data/transactions).  The middleware was necessary because of the way the communicator message sets work.  UCCX is limited to how it can send data (we are using HTTP post).  Reading the XML type responses back from the middle ware was easy.  Fiserv message sets were from the web services package the customer had procured and were already used to using on their public facing portal.  This was a cost savings for the customer, not to have to buy the Fiserv IVR package.

-Sean

[david.macias]

This is exactly what I wanted to know, so the call never left your premise, awesome thank you very much for the information.

david

[Sean Lynch]

Yup. 

You betcha.

...Good luck.

-Sean

[wanwar]

Sean,

  What was the specific middleware application you used to handle authentication between UCCx and Fiserv?  We're about to start a project to integrate the two and Cisco informed us that Social Miner is required, but if you have any additional input for another application that worked to support the integration, that would be helpful.  Thanks...

Walead

[Sean Lynch]

Walead,

It was a custom application built by the in-house developers.  We did not use Social Miner.

-Sean