Categories: Case Study

Transforming VoIP Services with Live Chat and CRM Integration: Case Study

Infomaze developed a comprehensive VoIP solution for a UK-based telecommunications provider specializing in VoIP, network, and mobile services. The client aimed to streamline their trial system, enhance automated customer support through live chat calling, and integrate their services with CRM platforms for improved workflow efficiency.

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Business Challenges

Before implementing the new VoIP system, the client faced several challenges:

Manual Trial Setup

The existing process required significant manual intervention to create user accounts, assign phone numbers, and track trial usage.

Inefficient Customer Support

The lack of integration between VoIP, live chat, and CRM systems resulted in longer response times and inconsistent support quality.

Fragmented Data Management

Call records, customer interactions, and support tickets were scattered across different platforms, leading to data silos and inefficiencies.

Limited Call Routing Capabilities

Calls were not optimally routed to available agents, leading to missed opportunities and customer dissatisfaction.

Manual Ticketing

Customer support teams had to manually log calls and associate them with relevant tickets, causing delays and errors.

Lack of Real-Time Visibility into Agent Status

Supervisors lacked centralized, real-time dashboards to monitor live call activity, agent performance, and system health, resulting in slower decision-making and reduced operational control.

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Infomaze’s Four-Phase VoIP Implementation Solution

Infomaze designed and deployed a tailored VoIP system implementation with self-service trials, live chat VoIP calling, and deep CRM integration. The approach was divided into four key phases:

Phase 1: VoIP Trial Automation System Implementation

  • Automated Trial Signup & Account Creation:

    • Built an automated system where users could sign up for a trial through the website.
    • Instantly generated unique domains and user accounts with predefined dial permissions.
    • Implemented an API-driven process to assign Direct Inward Dialing (DID) numbers from Magrathea Telecom.
    • Sent automated welcome emails with credentials and trial usage guidelines.

  • Trial Management & Usage Monitoring:

    • Developed a custom dashboard displaying trial details, including domain name, signup date, minutes used, and expiration status.
    • Set automated usage restrictions:
      • Calls automatically disconnected after 2 minutes.
      • Trial accounts were locked after 1000 minutes.
      • Accounts were deactivated 14 days after trial expiration.
    • Enabled real-time updates to dynamically track and display new users in the system.
Phase 2: Live Chat Integration with VoIP

  • Seamless Call Initiation from Live Chat:

    • Integrated VoIP calling into the client’s live chat system, allowing users to initiate calls directly.
    • Calls were triggered via a dynamically generated call URL.

  • Middleware-Driven Agent Availability Checks:

    • Developed middleware that interfaced with NetSapiens API to monitor agent queues and login status.
    • Subscribed to agent event notifications to detect availability in real time.
    • Ensured calls were routed only to logged-in and available agents.

  • Optimized Call Routing for Faster Response:

    • Created a call distribution logic that assigned calls based on agent availability.
    • Passed customer details (phone number, call intent) to agents before connecting the call to improve response efficiency.
Phase 3: CRM Integration with Infusionsoft & ConnectWise

  • Infusionsoft Integration for Automated Call Logging:

    • Implemented an API-driven solution to log call details automatically in Infusionsoft after call completion.
    • Matched phone numbers to existing contacts and appended call details under the notes section.
    • Created a temporary call data repository to store call logs for future audit purposes.

  • ConnectWise CRM Integration for Ticket Management:

    • Built a dedicated API page for secure authentication using a SecureKey.
    • Fetched existing support tickets using the caller’s phone number and CallID.
    • Enabled agents to select relevant tickets or create new ones directly from the interface.
    • Automated call recording is attached to the associated ticket upon call completion.
Phase 4: Softphone Ticketing Enhancement

  • Automated Ticket Identification & Call Association:

    • Configured the system to automatically search for existing tickets linked to a caller’s phone number.
    • Displayed a list of open tickets when multiple matches were found, allowing agents to select the most relevant one.
    • Provided an option to create a new ticket when no existing one matched.

  • Streamlined Call Logging within Support Workflows:

    • Integrated call activity logging within the ticketing system for seamless tracking.
    • Designed an intuitive interface for agents to update ticket details in real time, reducing manual data entry.
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Results & Impact

The implementation of this VoIP solution led to significant operational improvements:

50%
Reduction in Trial Setup Time

Instant trial activation eliminated manual steps, speeding up onboarding.

35%
Cost Savings

Automated call limits reduced misuse and trial-related expenses.

30%
Faster Response Times

Live chat calling enabled quicker customer interactions.

25%
Enhanced Agent Efficiency

Smart call routing directed calls to available agents in real time.

40%
Less Manual Data Entry

CRM integration streamlined workflows and improved ticket resolution.

Conclusion

Infomaze successfully transformed the client’s VoIP service operations by implementing a VoIP trial automation system, enabling real-time live chat calling, and integrating VoIP with CRM platforms. The result was a streamlined, scalable, and customer-friendly solution that improved engagement, efficiency, and support workflows.

Future Enhancements

Building on this success, Infomaze plans to introduce:

  • International Trial Calling with controlled usage to expand global reach.
  • AI-Powered Call Routing for enhanced agent availability and efficiency.
  • Advanced Fraud Prevention Mechanisms for secure trial signups.
  • AI-Driven Ticket Suggestions to improve support resolution speed and accuracy.

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