Telephony Suite For CRM

Challenges

The dependence of CRM software on 3rd party telephony service providers or CPAAS providers for maintaining a consistent QOS ( Quality of Service) to their end customers.
The accessibility of end customer data by the Dialer vendor team can be a potential Data Security Compliance issue for the CRM vendor.
The CRM customer choosing a Dialer solution that may not be suitable for the business domain can create delivery challenges for the CRM vendor.
Two separate platforms catering to a unified process flow can become a major bottleneck while implementing changes.
The cost of infrastructure for hosting the CRM and Dialer platform in different environments and dual licensing can make the overall solution expensive.

An API based, Cloud ready, Telephony Suite consisting of ACD, Voice recording and advanced IVRS modules embedded within your CRM will significantly enhance its utility.

In order to overcome the above challenges and provide a One-stop unified solution, it becomes necessary to support the call channel as part of the CRM framework with a single web interface for the users or customer support executives.

An embedded call channel module will help the CRM vendor achieve a clear competitive advantage in the crowded marketplace.

Epicode’s “Cloud Telephony Enablers” is a readily available API based OEM suite of telephony products designed to enable CRM and LMS vendors to handle the complexities of cloud telephony without having to invest on costly R&D or maintenance.

The Cloud Telephony Enabler modules use a middleware interface called Flute to connect to multiple SIP service providers like Twillio, Amazon Chimes, Nexmo, Vodafone or any telecom provider to handle all telephony related functionalities on one side.

On the other side, it connects to the CRM software to exchange data like number list, call recording data, Agent logging( SIP registrar) or CDR to provide a Seamless experience for both the CRM vendor developers and end customers. All configurations and management will be done through the CRM’s Web based User Interface.

Since all the Telephony modules are hosted within the CRM environment on Virtual machines, the cost of infrastructure comes down by at least 50 % and significantly reduces the latency between the CRM and Telephony modules. The business logic is handled by the CRM and Epicode’s telephony module will silently work in the backend.