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

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

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...