Development of an Integrated Cloud-Based Communication Platform for CRM Optimization

The client faces difficulties in unifying communication channels, capturing high-quality data, and enabling remote teams to operate efficiently without leaving their CRM or ATS. Challenges include fragmented communication workflows, inconsistent data capture, and limited monitoring capabilities, impacting productivity and data accuracy.

A mid-to-large enterprise specializing in cloud-based communication solutions integrated with CRM systems, aiming to enhance sales and recruitment efficiency.

• Create a robust, scalable platform that integrates multiple communication channels within CRM and ATS environments.
• Automate data capture, including notes and call recordings, to improve data quality and accessibility.
• Implement features such as click-to-call, power dialing, and prerecorded voicemail drops for sales and recruitment teams.
• Enable remote work efficiency with device-agnostic solutions and inbound caller notifications.
• Provide monitoring tools such as call recordings and live call monitoring to detect issues and replicate best practices.
• Achieve high system availability and support for high-volume, real-time communication.

• Unified communication channels (voice, SMS, etc.) embedded within CRM/ATS interfaces.
• Click-to-call functionality and automatic dialing with listing of contacts.
• Pre-recorded voicemail drops integrated into workflows.
• Automatic capture of notes, call details, and recordings linked to customer records.
• Inbound caller notifications displaying relevant caller information and notes.
• Remote work support enabling agents to operate seamlessly from personal devices.
• Call recording storage and management for quality assurance and training.
• Live monitoring and playback of ongoing calls for support and coaching.
• Microservices architecture supporting UI migration (e.g., AngularJS to React) and scalability.
• Automated test pyramids and automation solutions for quality assurance, deployed on cloud infrastructure.

• CRM/ATS systems for contact and communication data synchronization
• VoIP/SIP networking for voice communication
• Automated notification systems for inbound caller info
• Call recording storage and retrieval systems
• Monitoring tools for live call oversight

• System must support high availability with minimal downtime
• Real-time processing with low latency to support seamless communication
• Scalability to support increasing volume of calls and data
• Security measures ensuring data privacy and compliance
• Automation tests covering critical functionalities, deployed on cloud infrastructure

The implementation of the integrated communication platform is expected to unify communication channels, improve data quality, and enhance productivity. By automating data capture and enabling remote operations, the client will see increased efficiency in sales and recruitment activities. Additionally, monitoring capabilities will facilitate issue detection and best practice replication, ultimately leading to higher system reliability and better decision-making support.