Good afternoon,
We are a small company with a custom built mysql database backend which is integrated into a variety of custom build webservices. The boss decided we needed to setup a call centre before next years intake, and is heavily leaning to a company which will provide us with a CTI system using Cloud Dynamics CRM. This company's primary experience is in stand alone Dynamics installs, so I have a few questions about workflow and external data sources.
As I understand it, when an email/telephone call is made, the CTI pings the dynamics server and tells it there's incoming information. Then it fetches the CRM record (where it matches the telephone number or email) from the DB and loads the contact information for that customer. If there is no match found, it creates a new record, or lets you select from the variety of matches found.
Our external company is telling us we need to setup automated sync scripts to dump our customer database into the CRM, but that the CRM can save information directly back to ours via a rest api (which I will have to build. nothing new here). Is it not possible for the CRM to query an external data source at the same time it queries it's own DB so we can avoid having to dump the database nightly, and so that new contacts created in the DB can be linked correctly without creating a double entry (id speaking) in both the mysql and dynamics db?
I would really love to read more about this type of implementation, but I'm having a hard time finding decent links dealing with this issue.
