A remote procedure call (RPC) is a communication protocol that allows a program to request a service or execute a function on another computer in a network without understanding the network's details.  In a contact center environment, RPCs are often used to connect systems and services, such as customer databases, telephony platforms, and CRM tools, to work together smoothly behind the scenes. RPC allows contact center applications to share information and perform tasks across different systems in real time, helping agents deliver faster and more accurate service.

How RPC Works in Contact Centers

  1. An application (the client) requests another system (the server) to perform a specific function.
  2. The server processes the request and returns the result to the client.
  3. This happens over the network, often without the user or agent realizing it.
For example, when a customer calls in and an agent opens their profile in the CRM, an RPC may fetch real-time data from a billing system located on another server. The agent instantly sees the updated billing details without manually switching systems or triggering separate actions.

Benefits of RPC in Contact Centers

  • Faster Service: Real-time data retrieval across systems helps agents resolve issues more quickly.
  • System Integration: Connects multiple platforms (CRM, telephony, ticketing systems) to function.
  • Improved Accuracy: Reduces manual data entry and ensures up-to-date customer information.
  • Seamless Agent Experience: Agents get all the needed data in one interface, improving focus and performance.
  • Scalability: Supports growing contact centers by enabling efficient communication between distributed systems.

Uses for RPC in Contact Centers

  1. Fetch customer data from external systems like billing, CRM, or order management platforms.
  2. Update records in real time across integrated systems during a customer interaction.
  3. Trigger automated actions such as sending confirmation emails or logging tickets.
  4. Connect telephony systems with support tools to enable call routing or screen pop-ups.
  5. Synchronize agent status across workforce management and communication platforms.
  6. Enable remote services like identity verification or real-time analytics retrieval.
  7. Support chatbots and IVR systems by retrieving or updating backend data through API calls.
Remote Procedure Calls are essential for enabling real-time integration between various systems in a contact center. By automating cross-system communication, RPCs help deliver faster service, streamline agent workflows, and support consistent, high-quality customer experiences.