The question we hear most often is a simple one: “Can you integrate with our ERP?” Yes. ERP, CRM and OMS systems (SAP, Oracle, Logo, etc.) connect to Next4biz in both directions through REST APIs and web services. For a short overview, see the Integrations page.
Two ways to integrate
- Configurable integrations. No code is written. An administrator adds the application from Settings > Integrations > Applications.
- API and web service integrations. Your organization's own systems, such as ERP, CRM, OMS or an in-house application, are connected with the REST API, web services, event management and the SDK.
Configurable integrations
These applications come ready to use in Next4biz CSM and are added from the settings screen:
- Messaging: WhatsApp
- Social media: Facebook, Instagram, X (Twitter) and their DMs, Şikayetvar, Somera, Connexease
- Marketplaces: Trendyol, Hepsiburada
- CRM: Salesforce, Zoho, Zendesk Sunshine
- E-mail: Exchange, Euromessage, Mailgun, Related Digital
- Softphone: Alotech, Ziwo, Voyce, Tegsoft, Sonitel
- Authentication: SAML, OAuth2, LDAP
- SMS: Posta Güvercini, Infobip, Mobildev, Message34, Dataport SMS, Turatel SMS, Smart SMS, Jet SMS, İletişim Merkezi, Verimor, TTMesaj, Codec, Mutlucell, NetGSM, Related Digital
On the call center side, Next4biz works with CTI-enabled cloud and traditional switchboards. For the full channel picture, including marketplaces and review platforms, see omnichannel communication.
SSO, LDAP and user provisioning
Users sign in to Next4biz with their corporate identity. Single sign-on is supported with SAML 2.0, OAuth2 and OpenID Connect. With LDAP authentication, the user's identity is verified on the organization's LDAP server; LDAP and Active Directory are supported. Optional SCIM provisioning keeps users and groups in sync automatically.
ERP, CRM and other core systems: web services and API
Core systems such as ERP, CRM and OMS (SAP, Oracle, Logo, etc.) are connected bi-directionally via REST APIs, web services and webhooks. Customers, accounts, transactions, requests, policies and orders are kept in sync, so agents and bots always work with live context.
Agents reach the data in your own systems without leaving the Next4biz screen. Queries go to your organization's SOAP or REST web services:
- Customer lookup. The agent searches for the customer in Next4biz; the search runs on your web service.
- Inventory lookup. Records such as orders, subscriptions, policies and accounts are listed from the external source on the case screen. Lookups can be chained: the agent selects an order, then the products in that order are listed.
The integration is set up once. Business teams then use this data in workflows, forms and screens without writing code. More on the No-code page.
Event management (webhooks)
When an event occurs in Next4biz, the web service registered for that event is called. If no service is defined, nothing happens.
- Event: a case is created.
- Condition: the category is “Technical Service”.
- Action: the registered web service is called.
Assignment, escalation, reopening and closing are among the other events that can be selected. Some examples of how this is used:
- Text-based alerts: if the case description contains predefined words, a warning e-mail goes to the relevant team.
- Image recognition: files attached to a case that arrived from the web channel are sent to a web service.
- Corrective action alerts: when cases repeat in the same category, a case is opened in a separate business channel.
- Invoicing: when a case is closed, your customer can be invoiced automatically.
REST API and the developer site
API documentation is public on the developer site, developers.next4biz.com. The Next4biz CSM, CRM and BPM APIs are documented there. The CSM REST API works with JSON and XML. With the API you can:
- Send data to Next4biz
- Read data from Next4biz
- Take action in Next4biz
- Stay on top of what happens in Next4biz
The most common uses:
- Opening a case from the form on your website or from another application.
- Showing a customer's cases in your own application.
- Pulling cases with the report services.
- Updating a case or taking action on it from an external application.
- Adding files and inventory records to a case.
SDK
An SDK that contains the Next4biz CSM API methods is provided as a NuGet package. For in-app self-service and chat, mobile and web SDKs with ready UI components deliver the same experience across web and mobile.
iFrame integration with Next4biz
Your web applications can be embedded inside Next4biz as an iframe and take parameters: the details of the customer on screen are added to the URL, and the application opens for that customer. Agents use both systems on one screen without opening another browser window.
In the other direction, Next4biz components (self-service, notification views, chat) can be embedded into your portals and applications with iFrame/JS. For instance, you can place Next4biz forms on your website instead of a contact form, so the customer can both submit a request and track its progress.
BI, analytics and message brokers
Ready-to-use APIs feed Power BI, Tableau and Qlik. For decoupled architectures, message brokers such as Apache Kafka and RabbitMQ are supported.
Who builds the integration?
Integration tools, web services and documentation are published on the developer site. Integrations can be built by your own teams, your partners or Next4biz partners. If you would rather have us connect your systems, our professional services team does that as well.
Schedule a meeting to talk through which of your systems connects in which way.