Telephony Integration for CRM
About company
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.
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.
- 1.5KCALLScompleted per day
- 10%OF CALLSmonitored for quality control
- 20SECONDSneeded for customer authentication
The Voximplant cloud is integrated with the Rocketbank CRM system. As incoming calls arrive, the Voximplant cloud issues a command for the CRM system to pull up the customer’s file and forwards the call to an operator. If the operator makes an outgoing call, the CRM web page sends out a signal, and the Voximplant cloud calls the customer and connects him/her with an operator. Calls are recorded if necessary.
How it Works
Results
PROTECTIONCustomer’s phone number is hidden
SPEEDOutgoing calls are placed directly from the CRM system (connecting within 5-10 seconds)
CONTROLAll conversations are recorded
