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Integration of telephony into the CRM system
Project duration: 3 months
Brief description
From the CRM system of the insurer, it should be possible to make context-related calls directly to phone numbers displayed in the GUI. For incoming calls, the phone number is recognized and when the call is signaled, the name of the caller is displayed to the user. A direct branch to the CRM system for customer overview is implemented.
Supplement
The generic CTI interface has a modular design – into a CRM-independent TSP driver (Telephone Service Provider)-near module (Com-Server) and into an application-oriented CRM module (COM-Server). The TSP-driver-related module works with any TSP that supports TAPI 2.0 and can be integrated into any other application beyond the implemented CRM module. In a configuration file located in the user profile, important settings are stored via TAPI line (Telephony Application Programming Interface), country and location identification as well as extension number and supplementary leading zero to the local network.
Subject description
In the field, the aim is to better support insurance employees in processing their customer contacts by connecting their telephones to the CRM software. Context-related telephone numbers can be sent directly from the CRM program to a customer in the correct format without errors. For incoming calls, the customer name is displayed in a message window for the recognized phone number and the complete customer overview can be displayed at the push of a button. This saves the user valuable time and he always has all the data for the customer conversation on the screen immediately when he calls.
Overview
- Branchen insurance
- DV-Aufgaben customised software further development
- Systemumgebungen component technology, Middleware, PC systems/networks
- Vorgehensmodell iterative procedure
Project period02.09.2019 - 15.12.2019
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