How does Roketbank know your name

Spending time searching for pens in the database or, God forbid, to put a number from CRM to a phone is a luxury in the literal sense of the word. When Roketbank began to gain popularity, which was accompanied by an increase in the number of applications for new cards, the bank needed to speed up the processing of incoming calls. First of all, they decided to teach the CRM system to call. How they managed to curb their CRM, read under the cut.

Learn to call faster

For communication with customers Roketbank made a bet on the chat and mobile application. After all, 90% of all communications account for the chat. Accordingly, they did not pay much attention to telecom technology for the time being. But Rocket is positioning itself as a convenient bank that saves customers from queues and bureaucracy. So, he has to save customers from expectations on the telephone line.

Information about the company:

Roketbank is a mobile bank for individuals. Every second client comes to the bank on the recommendation of friends. Today, the bank has more than 120 thousand customers. In April 2016, Rocketbank became part of the Otkritie group, the largest financial group in Russia.
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When using conventional SIP telephony, the operator spent time on strange things: copied the phone number from the client's card to the clipboard, then opened the IP telephony window, then pasted the number and directly called.

At the time of the company's growth, it became clear that current tools are extremely inconvenient.

Why Voximplant

After the bank receives a request for a new card, the operators call the person back to clarify the details: a debit or credit card is needed, a ruble or a currency card, and so on. In the ideal picture of the world - the operator simply clicks on the "call" button inside the CRM - and the customer’s callback arrives within 30 seconds.

Roketbank began to look for who can organize it. Some of the services were “rejected”: their use implied the purchase of expensive equipment that had to be placed somewhere (premises, rent, maintenance, that's all). Unlike them, the Voximplant platform does not require any equipment; all calls are securely protected and transmitted via the cloud. The second reason why we stopped at Voximplant is safety. Rockettbank does not welcome third-party developers to have access to the admin area. And using the back-end platform, Rocket developers did everything themselves.

How CRM made friends with telephony

Rocket trained the CRM to call in two stages. First - on the outgoing line. Recall why this is: so that the operator can call with one click immediately from the CRM browser.

// WebSDK
// WebSDK :
var voxImplant = VoxImplant.getInstance();
//
voxImplant.login("user@appname.accountname.voximplant.com", "password");
var call = voxImplant.call(client_number);
// Voximplant:
var call1;
var call2;
var clientNumber;
// WebSDK .
VoxEngine.addEventListener(AppEvents.CallAlerting, function (e) {
call1 = e.call;
// e.destination , WebSDK
clientNumber = e.destination;
call1.addEventListener(CallEvents.Connected, function (e) {
//
call2 = VoxEngine.callPSTN(clientNumber);
VoxEngine.sendMediaBetween(call1, call2);
});
call1.answer();
});

view raw rocket.js hosted with ❤ by GitHub

Then in the CRM integrated incoming line. New competence for CRM is to quickly load a client card.

// WebSDK:
voxImplant.addEventListener(VoxImplant.Events.IncomingCall, function(e) {
var clientNumber = e.call.displayName();
//, ,
getClientCard(clientNumber);
});
function getClientCard(number) {
// , , http- ,
}

view raw incoming.js hosted with ❤ by GitHub

Figures and results

Rocketbank communications with customers have accelerated significantly. On the outgoing line, the operator contacted the new client in 30 seconds (the connection speed takes no more than 5-10 seconds). On the incoming line - CRM tells the operator who is calling the bank. Accordingly, the client does not have to explain for a long time who he is. The operator knows everything, and can greet the client with a personal appeal: "Hello, Penelope." As a result, on the incoming line the time of “recognition” (as they say in the bank, identification) of the client was reduced from 90 to 20 seconds!

An added bonus was the increased security of personal data, since now the operator does not see the phone number - only the button for the call.

All communication remains inside the CRM. The history of relations with each client - messages from the chat and audio recordings of calls - is synchronized and displayed in one place. All calls are recorded - and approximately 10% are regularly monitored for quality control.

And that's not all: the mobile application must also call

A year after the integration, Roketbank decided to introduce telephony from Voximplant into the application for bank representatives (these are the guys who deliver new cards to new customers). The integration logic is similar: the representative sees only the “Call” button from the application, and call records are sent immediately to CRM. First of all, this is done in order to control ALL communication with the client.

A call to a client from a bank representative works on the principle of a callback. The signal arrives at the Voximplant platform, which informs the representative of “wait” (text-to-speech is used), dials to the client - and then connects them.

So far this solution is working in test mode.

IClient client = Voximplant.getClientInstance(Executors.newSingleThreadExecutor(), getApplicationContext(), new ClientConfig());
client.login("user@appname.accountname.voximplant.com", "password");
boolean isVideo = false;
String customData = null;
ICall call = client.callTo(clientNumber, isVideo, customData);
Map<String, String> headers = null;
call.start(headers);

view raw example.java hosted with ❤ by GitHub

How to understand that it is time to pump CRM

Combining CRM and telephony interfaces is 7 days of coding. And the impact is noticeable immediately. People are frankly tired of call centers, to which it is impossible to get through and from having to pronounce a bunch of data that the operator already has.

This solution is useful for companies with a large sales department working with new or regular customers. Well, integrating telephony with your own CRM is a great way to pump communications: through simple automation of routine processes.

Picture to Kata taken from the site yeeea.com

Source: https://habr.com/ru/post/329444/

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	// WebSDK
	// WebSDK :
	var voxImplant = VoxImplant.getInstance();
	//
	voxImplant.login("user@appname.accountname.voximplant.com", "password");
	var call = voxImplant.call(client_number);


	// Voximplant:
	var call1;
	var call2;
	var clientNumber;

	// WebSDK .
	VoxEngine.addEventListener(AppEvents.CallAlerting, function (e) {
	call1 = e.call;
	// e.destination , WebSDK
	clientNumber = e.destination;
	call1.addEventListener(CallEvents.Connected, function (e) {
	//
	call2 = VoxEngine.callPSTN(clientNumber);
	VoxEngine.sendMediaBetween(call1, call2);
	});
	call1.answer();
	});

	// WebSDK:
	voxImplant.addEventListener(VoxImplant.Events.IncomingCall, function(e) {
	var clientNumber = e.call.displayName();
	//, ,
	getClientCard(clientNumber);
	});

	function getClientCard(number) {
	// , , http- ,
	}

	IClient client = Voximplant.getClientInstance(Executors.newSingleThreadExecutor(), getApplicationContext(), new ClientConfig());
	client.login("user@appname.accountname.voximplant.com", "password");
	boolean isVideo = false;
	String customData = null;
	ICall call = client.callTo(clientNumber, isVideo, customData);
	Map<String, String> headers = null;
	call.start(headers);