Consimple: Integration of mobile communication and bpm’online

The Consimple company provided in 2017 own development on integration of mobile communication and CRM at the bpm'online platform using free software. Thanks to open technologies, need of services of the additional virtual PBX disappears.

Communication by the mobile phone is more convenient for the manager and the client as does not demand from them stay in any specific place (office/office). Without binding to CRM, this communication option remains uncontrolled that can affect service quality, unfair use of a corporate resource by employees, null information about a call in the client's profile. For these reasons, integration of corporate mobile communication and CRM is a need which, sooner or later, arises at company management.

The solution is developed on the basis of free software – ACR (for phones on OS Android) and without additional automatic telephone exchange. Implementation looks thus: on corporate phones free software which writes each conversation is established. Further the mechanism of downloading of the file of conversation recording on the server, with creation of activity like Call to CRM at the responsible manager where the direction of a call and the phone number are specified is configured. At the same time, if the client is in base, data on a conversation will be automatically tied up in its profile. For intermediate data storage about calls it is possible to use any file hosting service, in our case it is Dropbox. It is possible to listen to record about the help of the built-in player on the working computer of the user.

This type of integration ensures smooth operation and control of all calls.