A call center with a browser softphone in Bitrix24

Currency Solutions is a financial services company. It has a big in-house team located in different countries and cities. The company had its own Bitrix24 instance, it used it to keep track of the customers and business processes of the team. The calls were made using an external custom softphone. 

Using the two not connected systems implied its drawbacks - it was difficult to coordinate the calls and share responsibility between departments, difficult to administer the telephony system. As a result, it affected the quality of the customer service and overall performance.

This is why the customer decided to align Bitrix24 and a softphone. “Nothing’s new! Bitrix24 already has a built-in phone.” - You may say. But no! The customer wanted to connect it to Asterisk PBX, and standard Bitrix24 tools do not give enough flexibility and power to do this in a full scale. So we had a task to create a unique browser softphone with its own new design and functionality. 

What are the strong points of this solution?

• Browser softphone does not have to be downloaded and installed, no additional authorization is required (all-in-one Bitrix24 tab)

• One-point system is clear and more efficient for the company

• All the power of the Open Source Asterisk FreePBX

What cool features did we add? 

Softphone interface:

• Hints when you fill in a number in a dialpad - you can find an employee by an extension, name or a department name. 

• A remastered and interactive call history interface.

• A list of participants on a group call.

• Additional buttons (call record, call transfer, merge and other).

Call card: 

• We added a call record button with start/stop. You can manage access to this function. This is needed to stop the record when a customer is disclosing sensitive personal data, which is illegal to record.

• We added a list of entities matched by a phone number on the call card. This list has a responsible name and its current status (free/busy/offline). 

• We added a button to create a lead. There’s a pop-up window where you can add a new entity.

Safety and privacy:

• Softphone passwords are saved encrypted. No additional authorization is required by the users. Agents do not have access to the SIP passwords.

• All the phone records are saved encrypted on the S3 cloud storage. 

• Sophisticated rights settings for listening of call records. It has a hierarchy dependency. As an example, a head of administration department can listen to only its own users, but not the development department.

This is the solution scheme.