How a Public API Helped the Customer Expand Market Reach
Our team has developed and integrated a public API with the customer’s Cloud PBX and Cloud Contact Center, combined with CRM systems and third-party services. It helped improve communication efficiency, automate tasks, and streamline data exchange, ultimately enhancing overall business processes and interactions.
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Integrating this platform into our business was our best decision. The team was very supportive and responsive throughout the entire process, and the result exceeded our expectations.
Since implementing the no-code platform, we've seen a remarkable increase in monthly revenue and market share. The solution is user-friendly, and we've received great feedback from our clients.
By addressing business challenges and offering seamless integration with CRMs, the client achieved significant improvements in satisfaction. Automating tasks, streamlined call processing, and real-time data synchronization strengthened customer relationships, increasing their loyalty and retention rates.
Enhanced customer satisfaction and retention
Improved services and expanded market reach have significantly contributed to substantial revenue growth. Expanding the customer base, improved retention, and the potential for upselling integrations have positively impacted the client's financial performance.
Revenue growth
The API's integration capabilities gave the company a unique selling proposition, setting them apart from competitors lacking similar features. The ability to offer out-of-the-box CRM and third-party services integrations gave the client a significant advantage, positioning them as the preferred choice for companies seeking comprehensive telephony solutions.
Gaining a competitive edge
The client's offering of a public API, enabling integration with CRM platforms and third-party services, attracted a broader customer base. The enhanced capabilities and seamless integrations positioned the client as a leader in the telecommunications industry, leading to increased adoption and market share.
Expanded market reach
Project Results
Efficient call processing
The integration allows agents to initiate outbound calls directly from their CRM interface, leading to increased productivity, call processing efficiency, and better call routing based on CRM data.
Benefit
This seamless functionality streamlines communication workflows, reduces manual steps, and enables agents to focus more on engaging with customers, ultimately improving overall call center performance and customer satisfaction.
Task and workflow automation
The company can automate post-call tasks and workflows based on call outcomes, leading to streamlined processes and reduced manual effort.
Benefit
The automation capability saves time and ensures consistency and accuracy in task execution, allowing employees to focus on more strategic and high-value activities. This enhancement in operational efficiency contributes to a more productive and efficient environment.
Benefit
This holistic approach enables companies to better understand their customers' needs, preferences, and history, resulting in more tailored and meaningful interactions that foster long-term relationships and customer loyalty.
Access to valuable insights
Through integrating call data with CRMs, users attain a comprehensive view of customer interactions, empowering personalized communication and enhancing overall customer experiences.
Benefit
This streamlined process saves valuable time and ensures data accuracy and consistency, leading to improved efficiency and improved interactions.
Automated data synchronization
The integration guarantees automatic synchronization of call data between telephony systems and CRM platforms, eliminating the need for manual data entry and significantly reducing the likelihood of errors.
Seamless Data Exchange Through CRM Platform Integration
We have developed pre-built integrations with popular CRMs, streamlining data exchange between Cloud PBX and CCC and CRM platforms. It allows users to synchronize data, call routing, call facts, recordings, and history with their CRMs in real time.
Benefit
This flexibility allows companies to tailor the integration according to their needs, ensuring a smooth and cohesive communication platform that increases productivity and collaboration across various platforms.
Customizable integration
The API provides various customization options, guaranteeing seamless compatibility and empowering businesses to effortlessly integrate with their CRMs and third-party services.
Benefit
This seamless integration of call data with the CRM helps stakeholders to make data-driven decisions and streamline communication processes, ultimately improving productivity and service.
Access to real-time data
Users gain access to real-time data, encompassing call facts, recordings, and history, enabling comprehensive synchronization with their CRM platforms.
Benefit
By utilizing our public API, companies can avoid building these functionalities from scratch, significantly reducing development time and associated costs.
Telephony control
The API empowers users to seamlessly initiate calls, handle inbound calls, manage call routing, and implement Interactive Voice Response (IVR) systems directly from third-party applications.
Benefit
This automation capability saves valuable time, reduces manual intervention, and boosts overall operational efficiency.
Support for automation triggers
The API helps users automate tasks and workflows based on call outcomes. For instance, an automated follow-up action can be triggered upon call completion, streamlining processes and ensuring timely and efficient interactions.
Solution Description
This project consisted of three main stages — API development and implementation for Cloud PBX and Call Center (CCC) and their integration with CRM systems and third-party services.
Smooth Integration With Third-Party Apps Through Public API
We have developed a versatile public API to enrich the functionality of third-party systems. By seamlessly integrating Cloud PBX, CCC, and CRM platforms through this API, users can access a wide array of telephony features, allowing them to tailor custom integrations that cater to their specific needs. This API acts as a gateway, enabling smooth and efficient communication between systems.
By utilizing our public API and existing telephony functionalities from third-party systems, companies can reduce development costs by using existing telephony features that would otherwise be incurred if they developed them from scratch.
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The existing infrastructure lacked automation capabilities, restricting their system's ability. For example, call routing based on CRM data and an ability to initiate outbound calls directly from CRMs and automate follow-up actions based on call outcomes.
Company's current system lacked a feature for call center agents to automatically input call details, facts, and recordings into CRMs after each call. As a result, this manual and labor-intensive process consumed valuable time, leading to an increased risk of errors and inconsistencies.
As a company in the telecommunications industry, our client faced stiff competition from other providers. They required a unique selling proposition, setting them apart from competitors lacking similar features.
For successful integration with CRM systems and third-party services, companies engaged in digital transformation require a reliable API. At that time, the existing software did not have one.
Company Challenges
Customer
A large telecommunication company that delivers advanced business communication services and helps establish transparent communication systems at all levels.
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