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Virtual PBX Integrations - What is it and why is it needed?

Posted: Thu Dec 05, 2024 7:12 am
by Shishirgano9
Integration of various digital solutions and platforms is one of the key factors for increasing the efficiency of any business.

Virtual PBXs used to organize modern telephony are also becoming part slovenia phone number library of the comprehensive digitalization of companies. Thanks to integrations with CRM systems and other applications, virtual PBXs help improve the quality of customer service, strengthen marketing and sales, and optimize the company's internal processes.

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In this article, we will look at what virtual PBX integrations are, how they work, what ready-made MCN Telecom Virtual PBX integrations exist, and how they affect business performance.

What are VATS integrations and how do they work?
Integration of a Virtual PBX means that a connection has been established between the PBX and another system to exchange information.

PBX integrations allow you to combine a company's telephone system with various business applications, such as CRM systems, ERP systems, messengers, and other tools used in daily work.

The basis for integrating PBX with other applications are API (Application Programming Interface) and webhooks.

An API provides a set of functions and procedures for interaction between different software components, allowing applications to exchange data and perform certain actions. Webhooks, in turn, allow one system to automatically notify another about events in real time.

There are three fundamental principles in the operation of any integration:

Automatic data exchange
PBX integrations allow you to automate the exchange of data between systems. For example, when an incoming call comes in, the PBX transfers information about the caller's number to the CRM system, which then displays the client card on the operator's screen. Similarly, information about a completed call can be automatically saved in the CRM system or another application.

Data synchronization
Integrations ensure that data is synchronized between different systems, eliminating the need for manual data entry and reducing the risk of errors. This may include synchronizing contacts, interaction histories, call records, and other data.

Setting up triggers and actions
Webhooks and APIs allow you to set triggers and actions that will be performed when certain events occur. For example, when a new call comes in, a ticket can be automatically created in the task management system, or when a call ends, a notification can be sent to the responsible employee.


Features of MCN Telecom PBX integrations
Strictly speaking, using API and webhooks, you can create integrations between any programs. In this section, we will focus on ready-made integrations and analyze how the setup occurs using one of them as an example.

At the moment, there are more than 15 integrations with business applications for the Virtual PBX from MCN Telecom, including amoCRM, Bitrix24, RetailCRM, 1C-Rarus, Envybox, yclients, albato, S2 CRM, YUcrm, UMI.CMS, Roistat, MoySklad, Prostye Zvonki, Megaplan and others.

Let's take Megaplan — an online CRM system for planning, monitoring and managing company tasks. Integration with this system allows you to receive information about calls, call statistics and conversation records. All communications will be saved in the client card.

To set up integration with Megaplan, you need to go through the following sequence of actions:

In your Megaplan account, go to the Connecting to telephony via API section and install the MCN Telecom application.
After installation, log in to your MCN Telecom Personal Account.