WaveAccess Solution for integration of digital office exchange and Microsoft Dynamics 365

Integration of a digital telephone system (SIP) and Microsoft Dynamics 365 Customer Engagement (CRM) allows to create a common information space in which all processes of communications with clients and partners are extremely transparent, and routine transactions — are minimized.

2020: Opportunities and features

Functional updates of the CRM system after implementation of the integration solution (as of September, 2020):

• Specialists can make calls from CRM to one click (Click-to-Call);
• A system lifts a card of the client existing in CRM on the entering number — users obtain the complete information about calling directly in the CRM interface, including the history of the previous contacts of the client with the company;
• If the contact is not detected, then the card of the new client is automatically created;
• A system traces waiting time calling on lines and notifies the manager;
• In CRM complete history of calls remains: the entering / outgoing call, date and a conversation time, the link to an audio recording, data on the passed calls.

Features of the solution:

• Integration with the digital telephone systems which are based on different distribution kits on the basis of Asterisk, including Elastix, FreePBX, VoxDistro, Trixbox, etc. and also RingCentral, MangoTelecom.
• Implementation of the connector is made in short terms, is iterative also without separation of employees from accomplishment of the duties.
• Flexible customization under business logic and functional technical requirements of the customer:
  • possibility of thin setup of a write mode of a talk;
  • creation of custom web forms;
  • improvement of the procedure of authorization of users in CRM, etc.

• Applicability to Microsoft Dynamics 365 Online and On-Premise.
• Implementation does not require training of employees owing to transparent integration and to intuitively configured processes.

Effects of application:

• Cost reduction — the solution redirects incoming calls, and employees manage to make more.
• Competent distribution of time — a system automatically creates and updates records about clients already at the first contact.
• Fall forward of service and level of customer service — waiting time of the client is reduced by lines due to operational switching of a call to the necessary division and to the specific manager.
• Reduction of a sales cycle — the fast and personified service conducts to the accelerated conclusion of transactions.
• Formation of the knowledge base — detailed information on calls and a call recording create the history of customer interactions, allowing to improve communications.
• Timely correction of management decisions — the analysis of content of negotiations allows to control service quality.