Skip to main content

Integrating KooKoo with Salesforce to handle contact calls and generate leads

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.

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?

  1. Salesforce account with sites enabled. You can get one here
  2. KooKoo account. You can get one here
  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 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 get s

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

KooKoo Contact Center integration with WhatsApp

WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible.