Initial situation in the company
Optimize phone solution for processes, not processes to the possibilities of phone solutions. Customer support staff must control everything from RAYNET CRM without having to enter the web interface of the phone system.
Integration with RAYNET CRM:
We deployed the OptimCall telephone system as a service on OptimSys’ servers to operate the customer support line. To connect the system to the public phone network, we used the existing VoIP connection of the customer. In collaboration with RAYNET, we integrated OptimCall and RAYNET CRM (RAYNET on the RAYNET CRM side, OptimSys on the OptimCall side) according to the requirements stated above.
Call routing to a support worker who is in charge of the caller does not direct the call only to one designated worker but works with a list of best options. Therefore, if the highest priority worker is not available, the system selects the second best option, etc.