Business sector
Cross functional solution
Business goal
Arrange the work of sales department in Bitrix24
Problem
The data on calls and customers is not structured and gets lost.
Tags: no structuring, data on calls gets lost, telephony, CRM, contact center, virtual PBX
Solution
1. The module for Asterisk integration serves as the mediator between Avaya and Bitrix24: Avaya exchanges data on calls with Asterisk, and Asterisk, in its turn, exchanges data with Bitrix24. At the same time, the employees keep working with Avaya, as they used to.
2. Initially, the call comes to Avaya and then gets forwarded to Asterisk. Asterisk registers it in Bitrix24 and sends it to a queue, the operators of which use Avaya. Then the call returns to Avaya for the appropriate operator. All data on calls is stored in the CRM card.
3. The same way one can integrate any PBX. The solution can be implemented with either cloud or self-hosted version of the integration module — it all depends on the customer's needs. The only requirement for the customer is to have an active Bitrix24 license.