Rocketbank

Telephony Integration for CRM

During the first contact with a new customer, the operator asks questions and sends a request for issuing a card. To speed up the operator’s work, the customer request is sent directly to the CRM system, from which the operator can call the customer with just one click.

Rocketbank had been using standard telecom solutions for two years. We were generally satisfied, as we mainly communicated with our clients via an in-app chat. 90% of all customer contact was message-based, while the remaining 10% consisted of operator calls to customers who had ordered cards. As our bank grew, operators needed to handle our increasing customer flow. It was no longer sustainable for operators to manually dial outgoing calls, and with regards to incoming calls, t was necessary to optimize customer authentication and the related data retrieval.

There are many companies capable of solving our task; however, the Voximplant cloud platform stood out for its flexibility. We didn’t have to buy any equipment or servers and we have a strong team of backend developers that quickly implemented everything we needed using Voximplant.

Inga Labakhua
Emission and Delivery Manager, Rocketbank

How it Works

Voice Recording

Call recording for quality assurance

Phone Numbers

Business phone number purchase

Serverless

Cloud storage and programming interface

IVR

Interactive Voice Response

HTTP API

Script integration with any application

PSTN

Worldwide telephone communication

Result

Protection. Customer’s phone number is hidden.

Speed. Outgoing calls are placed directly from the CRM system (connecting within 5-10 seconds).

Control. All conversations are recorded.

Telephony Integration for CRM

Rocketbank is one of the first Russian virtual banks. The mobile application allows customers to make free and instant transfers from other banks, open accounts and deposits, pay for various services and taxes.

Industry

Banking

Employee count

1,000+

Project start date

2014

Location

Russia and CIS

Automation area

Operator Routine