WaveAccess integrated telephony of Asterisk and Microsoft Dynamics CRM for NPF Blagosostoyaniye

The WaveAccess company in January, 2018 announced implementation in NPF Blagosostoyaniye the solution on integration of telephony based on Asterisk with Microsoft Dynamics CRM. The solution allows to personify and optimize communications with clients. As of January 11, over 60 specialists of fund use service.

Project Tasks

NPF Blagosostoyaniye is focused on permanent increase in level of customer service. For productive work with the growing base of clients it was required to move to the following level of automation of activity of fund, having integrated digital office exchange with the CRM system.

Implementation Progress

Fast integration of telephony of Asterisk with Microsoft Dynamics CRM was provided by own solution of WaveAccess company implemented with assistance of a project team of NPF Blagosostoyaniye. Soft iterative installation was executed without separation of specialists from accomplishment of the duties that allowed not to stop activity of call center of fund. Updates without delay became available to work.

During implementation we finished our solution according to customer requirements: added a feature for thin setup of a write mode of a talk and support of the built-in player. Successful solution integration of WaveAccess in NPF Blagosostoyaniye became possible including thanks to competent specialists in the field of telephony on the party of the customer — we could solve technical difficulties on a test stage quickly — the technical director of WaveAccess Ilya Feygin told.

Project Results

Thanks to the solution WaveAccess CRM system of NPF Blagosostoyaniye received a number of functional updates:

• staff of fund can ring one click to clients directly from the CRM interface;
• at the end of the conversation the complete information about it is saved in CRM;
• data on the passed calls also register in a system;
• before the conversation the specialist instantly obtains information about the contact existing in CRM calling in a card;
• in the client application history of calls within the working session is displayed.

Detailed information on the entering and outgoing calls, a call recording creates the history of communications with clients, the knowledge base of fund. The analysis of data and content of negotiations allows to control service quality and to timely make necessary management decisions.

The solution WaveAccess on integration of Asterisk and Microsoft Dynamics CRM allowed us to increase speed and to improve service quality of our clients, to optimize business processes, to increase customer satisfaction level from 76% to 85%. Having completed the project, we received a transparent system. Now we are sure that any of more than one million fund participants quickly gets the personified support, and potential clients — the qualified help. In our plans — to increase number of the users connected to the solution WaveAccess — the Head of Department of customer service of NPF Blagosostoyaniye Olga Dedenko summed up the project results.