edna Omnichannel Customer Platform

Main article:

• CRM (Customer Relationship Management System)
• Chatbots (Chat-bot) Virtual interlocutors
• Omni channel

edna is a platform for working with clients in digital communication channels.

2024: Telegram Gateway Integration

In October 2024 messenger Telegram , launched authorization by phone number (Telegram Gateway). This tool is designed to send confirmation codes to customers through the messenger. edna integrated Telegram Gateway in its omnicanal edna Enterprise mailing management solution. Now the business can set up sending verification messages through the convenient. API User authorization costs will be reduced by replacing expensive with SMS cheaper Telegram messages. Edna announced this on December 9, 2024.

Previously, it was possible to send a verification code to Telegram only to those users who subscribed to the channel or chatbot of the brand. For December 2024, this can be done by phone number through the official Telegram Gateway service. The integration of the service into the omnichannel edna solution will be primarily useful for large companies that use various methods to deliver verification messages. The same message can be sent through different channels, using Telegram as the first stage of such cascading mailing. The verification code is delivered instantly to the chat with authorization messages. This is convenient for users and ensures that the message is read.

In the near future, edna plans to add Telegram to the client's single personal account. This will allow you to track payments and statistics across all channels. Also, companies have access to support for account managers and technical specialists, monitoring.

In most cases, verification codes are sent using SMS, and this is the most expensive channel for mailings - about 3 rubles per message. Thanks to Telegram, the cost of one message is about one ruble. If the code is not delivered to the messenger, it can be automatically sent to SMS. In addition, Telegram is a fast-growing messenger with an audience of 1 billion users. We should expect that in the near future the direction of business communications will develop, and it will be possible to send service and marketing mailings, "said Alexander Dubrovin, business partner at edna.

2022

RuStore push cloud availability for edna customers

Edna opened access to push-cloud RuStore to send mobile guns to Android devices. The developer announced this on October 25, 2022.

Push notifications of mobile applications will be independent of sanctions. Access is open to all Android devices.

Now the participants in the mobile application market have the opportunity to send push notifications to the national RuStore cloud.

You just need to update the edna push library in the mobile application, specify the message and the recipient, and your push will be sent to all clouds at the same time. This opportunity is especially relevant for banks that are on the sanctions list.

RuStore Push Cloud - insurance in case the Google Firebase cloud stops working in Russia due to sanctions, and an additional channel to increase the delivery of guns.

If the Google Firebase cloud is blocked for an individual company or the entire market, companies will lose access to sending push notifications to all Android devices (more than 80% of the market). Thanks to the RuStore cloud and implemented integration with the edna push platform, our partners and customers receive a backup scenario for sending push notifications in the event of a shutdown of the Google Firebase cloud in the Russian Federation, - said Aleksei Zarubin, director of mobile services development at edna.

Run available push notifications

The edna company on June 14, 2022 announced the launch of available push notifications.

The company helps the business optimize costs during economic turbulence. Technologies come to the rescue: instead of expensive SMS mailings, there are available push notifications.

SMS messages remain the most popular channel for informing customers. In particular, this is due to the fact that the percentage of message delivery in this channel is maximum - 97%. However, more and more companies are ready to look for alternative solutions to reduce the cost of mailings in their base, because SMS is not only the most popular channel for business, but also the most expensive.

edna found a way out of the situation: the company offered push notifications as part of its platform. This company's development is a cloud-based push notification technology that allows any business to use this channel with minimal start-up costs. Push technology itself can hardly be called a budget solution, but thanks to cloud implementation, it has become "affordable" for mid-range companies. After all, now you do not need to spend money on equipment, implementation, training, and subsequent support.

At the same time, businesses always have the option not to pay at all - there are enough free solutions on the market to send push notifications. However, there are many pitfalls along the way. The quality of free services, as a rule, does not meet the expectations of the client. Two key metrics: delivery speed, up to 12 minutes, and delivery percentage, 30-50%, make such a service the final point on the client's path. Users cannot log in, confirm the operation, get the code - all this leads to either a negative reaction of the client, or to his loss. Here, edna indicators (delivery speed - up to 2 seconds, delivery percentage - 91%) fully justify the choice in favor of a commercial option.

The main thing we did was not just run push notifications as another channel. Such services have been and are on the market, including free ones. We have made high-quality technology, but its cost remains below SMS notifications and does not require implementation for several hundred thousand rubles. By "quality" it is important to understand two main parameters here: this is the percentage of delivery that exceeds 90%, and the speed of delivery of messages - on average about two seconds versus 10-12 minutes for alternative channels. It is these parameters that make our push notifications a worthy alternative to SMS, "said Dmitry Kochenko, product manager.

The ability to back up via SMS remains.

The edna solution is integrated with three key platforms - Android (FCM), Apple (APNS), Huawei (HMS), while most similar solutions support only the first two.

Tasks to be solved. Features and components of the platform

Among the tasks that the edna platform for February 2022 allows:

• Digital customer transformation. The use of messengers as the main communication channel has become the norm. Consumers prefer messaging over phone calls. This has brought new opportunities for brands to engage consumers in an environment that is convenient for them.
• Digital business transformation. Many different channels require a high-quality infrastructure from the business and a single control center, which collects all information about the client, the history of his calls and profile, all tools for managing processes, control over them, collecting statistics and analytics are available.
• A systematic approach to digital communications. edna allows you to organize a seamless dialogue between business and client. The business receives a solution for system work with text channels: from receiving calls and the operator's workplace to the implementation of chat bots and end-to-end automation scenarios. The client receives high-quality service, fast request processing and a convenient format for communicating with the brand.

Features of the platform:

• Connect and manage any text channels. Messengers, SMS, chat on the site and in the mobile application, e-mail, social networks - all channels are collected in one workspace.
• Any roles and a ready-made set of functions for them. Ready-made scenarios for increasing conversion, working with an abandoned basket, conducting surveys, prioritizing cases and processing time. Address marketing, sales, service, and contact center challenges.
• Process automation. Implementation of chatbots, behavioral, event and other scenarios, machine segmentation of the customer base - a wide range of tools for optimizing typical processes.
• Flexible settings and ready-made integrations. edna is easily scalable. It has a number of pre-configured work scenarios and allows you to configure your own. Integrates with CRM, BPM, HelpDesk and other business systems.

Among the components of edna:

• Chat center is a ready-made solution for a contact center.
• Channels - the ability to connect various communication channels: WhatsApp, Viber and other messengers, social networks, chats on the site and in the mobile application, SMS and e-mail.
• Chatbots - automation of processing typical calls and routine operations.
• Mailings - to inform customers in the right channels

2021: Integration with Bitrix24

CRM- the system Bitriks24"" conducted integration with the communication channel WhatsApp omnicanal of the edna platform. From the end of November 2021, Bitrix24 users can, by connecting the edna WhatsApp channel, conduct a dialogue with a client in a chat. This became known on February 14, 2022. More. here