Successful M&A of Irish Telecom Startup through long-term R&D Service

Product Development, Backend Development, Custom Software Development, Frontend Development, Manual Testing Services, CI/CD Implementation & Modernization. DevOps Services, Early-Stage Innovation, R&D Services, Software Integration Services

An Irish Telecom company wanted to scale its operations and integrate modern CRM technologies to improve business efficiency.

An integrated system of multiple CRMs featuring IP telephony. The platform uses client data fed into the CRM system. It combines this data with telephony to immediately connect customers with a designated manager who knows exactly how to solve their problems or give them relevant advice.

The platform greatly benefits management personnel:

The CRM customer card allows managers to view the call history and track the results achieved during sales or negotiations. This makes it easier for the manager to process call data. They can choose action templates and perform tasks much quicker.

At the same time, it’s a groundbreaking solution in lead management. Customer cards can be assigned to sales managers and even different queues can be created to prioritize customer interactions.

The CRM and IP telephony combined collect critical actionable data that allows key executives to monitor their team’s performance and improve business pipelines.

The system records critical data about every interaction: call duration, number of outbound/inbound and received calls, etc. Data analytics systems extract even more insight to help the company easily make management decisions.

The project involved working on the intersection of two very different cloud technologies: CRM systems and internet protocol telephony platforms. The main challenge was to seamlessly integrate them to create a unified, powerful tool for managing customer interactions.

Our client’s goals were not only to successfully deploy the platform but also to ensure data security and train their staff to effectively use the new tools to their advantage. In addition, they wanted to develop and deploy the new solution without interrupting current business operations or making any kind of compromises in their quality of service.

The client wanted to find a reliable technology partner capable of taking technological leadership in research, as well as process leadership – that is, a team that doesn’t require micromanagement.

In order to develop a stable solution, our team was tasked to provide extensive test cases, while implementing CI/CD and test automation from the outset.

This project also involved navigating the heterogeneity of various APIs of the systems being integrated. Some of these APIs were frequently updated, so our team had to incorporate these changes in order to ensure full compatibility.

JazzTeam developed an application server that integrates Kazoo’s IP telephony capabilities with multiple CRM platforms and tools:

Our tech team was tasked to automate handling telephony events, especially in cases of calls passing through several nodes, such as call conferences, forwarding, holding, etc.

We also enhanced the CRM’s functionality with new features tailored to the client’s specific needs, such as click-to-call capabilities and automated call logging. This integration gave birth to a unified platform that streamlined customer interactions and empowered sales teams with instant access to relevant data.

Along with the manager, the project was personally supervised by JazzTeam’s founder and CEO, Dimitry. His many years of experience in software design and development ensured the technological “perfection” and scalability of the solution-to-be.

The project team grew gradually. The first phase of the project was the integration of Kazoo with Zoho. Once we’ve succeeded with this complex task, our client gave the go-ahead to expand the project’s team. and follow up with further development.

Having JazzTeam’s founder on board the project eventually paid off in full. The solution’s architecture was designed with flexibility in mind and could easily be scaled in the future with a minimal amount of refactoring done by our client.

We focused on seamlessly integrating several CRM systems with IP telephony features. To ensure real-time synchronization of all customer card information, our team developed custom APIs responsible for managing data flow.

For the integration tasks, we set up a Node.js middleware. The server was assigned to:

Finally, once we’ve figured out the type of integration needed, the server sends the appropriate requests to the designated CRM.

Our team also created a system for balancing and logging applications and call record playback. We ensured data security across all the sensitive user flows.

To enhance the platform’s security settings UI, our engineers added tailored functionality to easily grant and revoke user access. This UI was entirely customized to our client’s wishes.

For smooth product development and deployment, JazzTeam implemented and maintained robust CI/CD processes across the entire project timeframe:

JazzTeam has established a long-term relationship with the customer in a relatively new junction of technologies: VoIP communications and CRM.

As a result, we successfully integrated the Kazoo VoIP platform with multiple CRM systems (Zoho, Salesforce, Hubspot) and other tools (Zendesk, Slack, Zapier), creating a unified, powerful customer interaction tool.

The client was consistently satisfied with our engineers’ skill level. They were stunned by the level of trust and independence we could deliver. The developed solution was easy to scale. Further integrations required minimum development efforts.

With the CRM open data analytics, we empowered executives with actionable insights to monitor team performance and optimize business pipelines.

As a result of successful product delivery and an increase in business performance, the client scored their dream M&A deal.

Tech Stack: Node JS, HTML, CSS, JavaScript, Websocket, OAuth2, AES.

Frameworks: Express.js, Monster UI.

Integrated APIs: Kazoo 2600Hz API, Slack Bot API, Salesforce Apex, Zendesk API, Hubspot API, Zapier API, Zoho PhoneBridge API.

Testing (integration and load): Clinic.js + Doctor.js, Mocha.

Infrastructure: Jenkins, Bitbucket, Jira, Slack, Winston, Saltstack, Prometheus, Grafana.