Skip to main content

Salesforce IVR widgets in KOOKOO cloud call center

By C Chaitanya
KOOKOO cloud call center has always had very good integration with Salesforce. We were one of the first cloud call center providers to have an open CTI integration. We have also updated the integration to be lightning compatible.
To make the integration better, one the eve of Dreamforce 2017, we are launching Salesforce widgets for our IVR designer. So now, you can drag and drop Salesforce widgets and design your IVR flow.

 
Specifically, we have added two widgets:
1. Fetch lead: This will allow you to fetch lead details based on caller id.
2. Generate activity: This can be used at the end of a call to generate an activity.

Properly designing an IVR is very important. A properly designed IVR can answer most of the caller questions and hence save agent time. With these widgets it is now much easier to query your Salesforce instance from the IVR and get the required details to the callers.

These are now publicly available. Talk to us to see this in action.






Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

By C Chaitanya
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 ...
Read more

First Post

By C Chaitanya
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
Read more

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

By C Chaitanya
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...
Read more