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Seamless Integration of Telephony Platform with CRM and Accounting Systems
  1. case
  2. Seamless Integration of Telephony Platform with CRM and Accounting Systems

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Seamless Integration of Telephony Platform with CRM and Accounting Systems

99x.io
Telecommunications
Information technology
Business services

Integration Challenges with Existing Software Ecosystems

Businesses struggled with fragmented customer information, inefficient communication workflows, and missed opportunities due to the telephony platform's inability to seamlessly integrate with existing CRM and accounting systems. Manual data management led to operational inefficiencies and reduced customer interaction quality.

About the Client

Innovative telephony and messaging platform provider enhancing customer relationship management through integrated communication tools

Unified Communication and Data Management Goals

  • Develop a system to integrate telephony platform with major CRM and accounting tools
  • Consolidate customer communication data across platforms
  • Automate workflows to improve response times and personalization
  • Enhance internal communication efficiency through unified messaging solutions

Core Integration Platform Requirements

  • Bidirectional integration with Microsoft Dynamics, SuperOffice, Tripletex, and PowerOffice
  • Real-time data synchronization between communication and CRM/accounting systems
  • Automated workflow triggers based on communication events
  • Unified messaging interface for chat, email, and call management
  • Centralized customer interaction history tracking

Technology Stack Requirements

PostgreSQL for data management
RabbitMQ for message queuing
Keycloak for authentication
n8n for workflow automation
Node.js with TypeScript for backend
Kubernetes for container orchestration

External System Integrations

  • Microsoft Dynamics
  • SuperOffice
  • Tripletex
  • PowerOffice
  • Telephony APIs
  • Email service providers

System Quality Attributes

  • High availability and fault tolerance
  • Horizontal scalability for growing user base
  • End-to-end data encryption
  • Low-latency message processing
  • Automated system monitoring and alerts

Business Value Projections

The integration platform will reduce manual data entry by 70%, improve customer response times by 40%, and increase cross-department collaboration efficiency through unified communication data. Businesses will experience enhanced customer satisfaction scores and operational cost savings from automated workflows.

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