SFDC Asterisk Callcentre Integration
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Transcript of SFDC Asterisk Callcentre Integration
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…
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..
Screen pops within Salesforce platform
Customizable call routing
IVR (interactive voice response)
Link to call recording
Recording linked to client records
Call CDR reports and monitoring
Whisper and Barge
‘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
Calls automatically marked as outbound & inbound
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.
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 [email protected]
Company name – LMS Solutions - India
Infohorizon LLC - USA