Skroutz, a leading company in the Retail & E-Commerce sector, needed to connect their telephony with the Genesys Cloud call center. Additionally, they wanted to automate communication between their vendors and customers, providing a flexible solution to manage calls based on order numbers.
modulus took on the integration of Skroutz’s VoIP telephony services with their Genesys Cloud call center and automated communication between their vendors and customers:
We connected modulus’s VoIP telephony services with Genesys Cloud, allowing for direct connectivity and call handling.
We created a service based on Asterisk and Rest API, enabling two-way communication between vendors and customers based on the order number.
We ensured the automatic transmission of call metadata to Skroutz's system for reporting purposes.
We provide continuous technical support to ensure the uninterrupted operation of the system.
"modulus recognized our needs and tailored a solution for integrating their VoIP services with the Genesys system. The result is improved communication and excellent support when needed."
A.O., Skroutz
A large eCommerce marketplace needs a reliable and scalable phone system that can support high call volumes, multiple sellers, and automated customer service flows. A VoIP telephony solution for eCommerce marketplaces can unify communication between customers, sellers, and support teams.
VoIP telephony for eCommerce businesses enables centralized management of inbound and outbound calls over the internet. It can integrate with contact center platforms and business systems, allowing calls to follow automated workflows related to orders and customer requests.
Yes. VoIP telephony integration with Genesys Cloud allows a business to use its telephony services within the Genesys contact center environment. Calls can be managed centrally and incorporated into the company’s existing customer service workflows.
Yes. Through a custom service and API integration, the phone system can use an order number to connect the customer with the appropriate seller or service flow. Automated order-based phone communication reduces unnecessary steps and helps customers receive assistance faster.
Two-way communication allows both customers and sellers to make or receive calls through a controlled telephony workflow. In Skroutz’s case, the communication was linked to the relevant order number so that each call could be associated with the appropriate transaction.
Asterisk can serve as a flexible telephony platform for building custom call flows, while REST APIs allow information to be exchanged with other business systems. An Asterisk and REST API telephony integration can automate call routing and connect calls with relevant order data.
The phone system can send metadata such as call start and end times, duration, direction, status, and routing information. Call metadata for eCommerce reporting helps the company monitor telephony workflows and generate detailed operational reports.
This type of solution combines telephony infrastructure, a contact center platform, APIs, and business data. Continuous technical support for VoIP and Genesys Cloud helps resolve issues quickly, maintain accurate data exchange, and support the uninterrupted operation of automated call flows.
