Salesforce Integration

Examples Presentation

Call Center Integration

Client: Human Care Systems, Inc.

Needed to integrate their phone server into SalesForce.com for tracking, recording calls, run analytics for multiple areas of their business.

We developed a solution for them…

Open CTI

We integrated their Asterisk PBX server using Open CTI - the call center app inside of the platform which supports API calls into SFDC and out of SFDC to Asterisk. In addition to building call center functions we made sure it supported their medical HIPPA compliant structure with custom objects.

Let’s look at the feature that we implemented..

Features

Screen pops within Salesforce platform

Customizable call routing

IVR (interactive voice response)

Warm Transfer

Conference Calling

Call recording

Features

Link to call recording

Recording linked to client records

Voicemail

Call CDR reports and monitoring

Whisper and Barge

Features

‘Click to Dial’ from within Salesforce.com

Attach call records to custom objects

Rate call quality to custom objects

Call dispositions in screen pops for call notes

Agent dispositions

Calls automatically marked as outbound & inbound

Solution Provided

For Human Care Systems, Inc. being able to track calls and monitor phone and call center activity on the Salesforce Platform is essential to their growth as a company. We provided a custom solution that fit their timeline and budget.

Success

We would like to thank you for reviewing 2 test cases. To get a free consultation on your next development project on SFDC please call us @ (216) 798-6677 or email us amit@lmsin.com

Company name – LMS Solutions - India

Infohorizon LLC - USA