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Integrating CRM and IP-PBX in an education company

Published November 29, 2018

Our solution for integrating Microsoft Dynamics CRM with a phone system based on the Asterisk engine allowed an education company to improve the work efficiency of a large-scale call center. Learn more.

A leading educationl company specializing in exam preparation and career guidance services for secondary and high school students has relied on Microsoft Dynamics CRM and the Asterisk-based office telephony for years.

However, the analysis of the call center activities revealed several weaknesses:

  • Managers kept on preparing numerous reports manually by filling in disparate files
  • Ineffective processes of recording information were resulting in its chaotic evaluation
  • The company’s management were unable to fully analyze the results of the specialists’ work, track the call center load and assess the effectiveness of interaction with customers

The company needed a single information space where all processes of communications with customers and partners would be extremely transparent, and routine operations would be minimized.

This was done by installing a WaveAccess's connector that allowed them to configure the integration of Microsoft Dynamics CRM with Asterisk. Which made the following CRM system’s functionality available:

  • Specialists can make a call from the CRM system in one click (Click-to-Call)
  • The system retrieves the customer card, already in the CRM, based on the incoming number — a user receives full information about the caller directly in the CRM interface
  • If the number is unknown, the system automatically starts creating a new customer card
  • The full call log is stored in the system: an incoming/outgoing call, call date and duration, with a link to the audio recording

Our client gained the ability to automatically record information on calls and efficiently manage its processing. Process automation made it possible to reduce routine operations when servicing incoming and outgoing calls and relieve the call center specialists of unnecessary actions.

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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.

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