Integration of PBX and CRM system in a major pension fund

To efficiently manage its expanding client base and uphold its commitment to exceptional customer service, the pension fund needed to enhance automation by integrating a digital PBX with its CRM system. WaveAccess delivered a custom solution, enabling efficient Asterisk telephony integration with Microsoft Dynamics CRM — implemented swiftly with support from the fund’s project team.

A soft iterative setup was performed without interrupting the specialists’ duties, which made it possible to avoid any delay in the work of the fund’s call center. Updates were applied seamlessly without requiring any service interruptions.

WaveAccess's solution enabled several functional enhancements to the fund's CRM system:

• The fund’s employees can call customers directly from the CRM interface with a single click

• Once the conversation is finished, the full information about it is stored in the CRM system

• Data on missed calls is also recorded in the system

• Before commencing a conversation, the specialist instantly receives information on the caller in the contact card existing in the CRM

• The customer application displays the call log during a work session

It allows detailed information on incoming and outgoing calls together with conversation records to form the history of communication with customers, and the fund's knowledge base. Analysis of the data and substance of negotiations makes it possible to monitor the service quality and make the necessary management decisions in a timely manner.

The WaveAccess's solution for integrating Asterisk and Microsoft Dynamics CRM has enabled us to increase the speed and improve the quality of servicing our customers, optimize business processes, and increase customer satisfaction from 76% to 85%. Having completed the project, we obtained a transparent system. Now we are sure that any of more than a million of the fund’s participants quickly gets a customized support, while potential customers get qualified assistance. We are planning to increase the number of users connected to the WaveAccess's solution

Head of the Customer Service Department at the Fund

During the implementation we refined our solution in accordance with the customer requirements: we added an option of fine-tuning the conversation recording mode and ensured built-in player support. Successful integration of the WaveAccess's solution in the pension fund became possible, among other things, due to competent telephony specialists on the customer side — we were able to promptly solve technical issues at the testing stage

Ilya Feigin

founder and CTO at WaveAccess

One of WaveAccess's competencies is the development, customization and implementation of CRM systems — solutions based on Microsoft Dynamics CRM and fully customized solutions. The company also integrates Microsoft Dynamics CRM with various phone systems, including Asterisk, Elastix, Avaya. The WaveAccess's solution for integrating telephony with CRM is also compatible with virtual PBXs.