We use a third-party API, our LiraX API, a web phone library, or a Chrome Extension — depending on the capabilities of the system. The extension can find phone numbers in the web interface of a third-party system and allow the operator to initiate a call with one click. For non-standard systems (a standard general integration is available), which can be adapted to the customer’s specific work scenario.

The service provides https://lirax.sbs/ user support through a support team that helps with setup and resolving technical issues. Integration details depend on the specific CRM and are configured through the platform settings. All this is available through a single web interface. Lirax offers call-tracking (a callback widget), operator control and support, as well as a corporate chat for the team, which simplifies communication and increases the efficiency of the call center.

The Chrome extension allows you to integrate LiraX with web systems that do not have an API or do not allow for quick server-side integration. This allows you to add calls (phone state management), and telephony events to your web product. A third-party product developer can use our web library to integrate telephony directly into their interface. If the product you need is not listed, we can evaluate the integration and customize it for your business process. LiraX can integrate with social media and messenger channels to unify calls — requests, and communications into a single process. Integrations with healthcare products, including iClinic and Doctor Eleks, are supported for working with calls, patients, records, and case history.

Image: liraX CRM

For secure access, it is enough to install a certificate and configure the correspondence of the domain name to the IP address via internal DNS or the hosts file. Calls can be transferred to CRM, routed between managers and stored for further analytics. The widget adapts to the site design, works correctly on computers and smartphones, and unnecessary channels can be turned off. LiraX call tracking helps determine which advertising leads to telephone calls.

Calls directly from the browser

AI can analyze conversations, generate short summaries, find weaknesses of operators and help improve scripts. LiraX can work in the customer’s local infrastructure and build secure virtual networks over the public Internet without expensive specialized equipment. The system contains a client database — call history, conversation records, tasks, statuses of requests and control of managers’ work.

Numerous features are available that enable efficient work and facilitate rapid communication with clients and partners. To begin utilizing Lirax, simply register on the platform and set up telephony through a web browser. As a cloud-based IP telephony solution (Lirax incorporates a mini-CRM and call-tracking capabilities), enabling the management of calls and deals directly within a browser using WebRTC. AI Voice Services expedite the retrieval of crucial information from conversation records — facilitate the generation of analytics and reports, lessen manual tasks for supervisors and operators, and enhance Call Center productivity. The capability of the system includes speech recognition (transcription of conversations into text), analysis of call content, identification of main topics, call outcomes, and support in maintaining service quality. LiraX facilitates the reception and distribution of incoming calls among operators, departments, or designated responsible groups.

The AI can discern the call’s subject, provide a brief summary, determine call outcomes, identify key issues, assess emotional tone, and outline subsequent actions. LiraX is capable of transforming recorded conversations into text (making it suitable for analysis), searching, CRM integration, or quality control purposes. Results from the calls can be sent to a CRM, API, call center, ticketing system, or other external platforms. LiraX can interpret responses from callers (emphasize essential information), and relay it to the business system.

This solution permits increased fault tolerance without requiring costly hardware routers or specialized network infrastructures. Secure virtual networks may be established between offices (servers), operators, and telephone systems over the public Internet. There is automatic calling of subscriber lists (which includes voice confirmation), response recognition, and result transmission to the system. Following the conversation, the manager or head can access a completed summary without needing to manually listen to the recording. AI has the ability to identify the appeal’s subject (emotional tone), client issues, call results, and necessary next steps. Recorded conversations can be transcribed to text for purposes of search (analysis), quality control, and result transmission to CRM systems.