Skip to main content

Integrating KooKoo with Salesforce to handle contact calls and generate leads

Problem:
Customers call your sales people directly. There is no track of these calls. Customer conversation history is not maintained. Customers cannot call a single number for your organization and get connected to their agent directly.

Solution:
Customer information is present in your Salesforce account. You can manage your calls using KooKoo. We can mashup these two to create a simple customer call management solution in 10 mins.


Allows customer calls on a single phone number. If the caller  is already associated with a RM, KooKoo plays the customer name and connects him directly to RM. Customer case history is updated for the call automatically.
If there is no customer records, KooKoo identifies the available RM and connects the call and creates the case history for the caller automatically.

How to do it?

Requirements:
  1. Salesforce account with Force.com sites enabled. You can get one here
  2. KooKoo account. You can get one here
Steps:
  1. Create a Visual Force page. Setup > App Setup > Develop > Pages > New. Name it as call_management. Paste the code in this link
  2. Create a controller for the above page. Setup > App Setup > Develop > Apex Classes > New. Name it as CallManagementController. Paste the code in this link
  3. Add this page to your Force.com site. If you do not have a site, you can create one in Setup > App Setup > Develop > Sites > New
  4. Login to KooKoo and add the URL of the above created page to your phone number.
  5. Publish your KooKoo number and start getting calls. If the caller is present in the Salesforce database, KooKoo greets him with his name and forwards him to his owner. If the caller is not in the Salesforce database, KooKoo automatically creates a lead out of the caller.

That's it. In 5 steps and 20 lines of code, you have a professional phone system integrated with your Salesforce account. You can extend the code above to log the call details etc so that the complete track is maintained in your Salesforce account.

You can do something similar(CTI Integration) for other CRMs also like Zoho, Sugar etc. Will write more blog posts on those soon. This can also be integrated with our cloud call center Cloudagent to have a complete contact center solution.

Please subscribe to the blog at the top to receive alerts of our new blog posts.

Popular posts from this blog

Cloud Telephony-History and state of the art

Well, its been 11 years since Twilio launched their voice API in November 2008. I would say that was a major turning point in the cloud telephony industry. Before that, for people to build telephony applications, you either had to depend on proprietary platforms like Avaya dialog designer or build on arcane technologies like VXML which again was supported at varying degrees by the incumbents. Enter Twilio with their voice API and the industry changed for the better. Since it's been almost 11 years now I thought now might be a good time to do a comprehensive review of the cloud telephony industry as a whole in general and in India in particular. The Beginning Twilio was undoubtedly the startup which ushered in the era of cloud telephony. They started in November 2008. At that time in India, we at Ozonetel had launched a hosted VXML platform. There were no takers. After all who coded in VXML :) So when Twilio launched and we saw them take off, we immediately realized tha...

Google business messages and chat agents-A match made in heaven

Google has launched Google business messages without much fanfare. It's just a small button that pops up when someone searches for your business on Google. But from the conversation industry perspective this is HUGE .   Do you know that the small call button drives millions of calls i n a year for pizza joints and other retailers in the US. Businesses spend more than a trillion dollars supporting billions of customer service calls each year. Now imagine how many chat conversations the "Message" button can drive.  Think of how customers interact with business. 1. Search on Google. 2. Click on web site link. 3. Web site shows chat pop up and tries to force the user to chat.(Annoying. I know :)) 4. User clicks on chat and starts conversing with a bot or an agent. This flow can now be completely changed. The new flow can be: 1. Search on Google. 2. User clicks on Message and starts conversing with a bot or an agent. What if you could design a customer experience that helps...

Telugu ASR speech data collection

Image Source: IIIT-H Developing an indigenous ASR for Indian languages has been a goal for us since a long time. In that regard we have been experimenting a lot, trying out various neural network architectures.  While doing these experiments we found that there was no good dataset for Indian languages. While discussing with IIIT professors we got to know that the government of India was also exploring options to generate a good dataset. We immediately offered our help and our platform for this endeavor. So, as a starting step we have come up with a few campaigns to encourage users to donate speech data. We wanted to make it fun, so our first few campaigns are along the lines of JAMs(Just a Minute speech topics) etc. A topic will be provided and you need to speak for a minute on that topic. We have started this campaign for college students to start with. Of course anyone can participate and contribute their data. The more the merrier :) We will adding a lot more innovative ways ut...