TWILIO PRODUCTS FROM EPICOM

Twilio is a cloud communications platform used for voice, conference and SMS applications. Twilio’s open API enables Epicom to develop off of the Twilio platform and integrate it into other systems like SugarCRM.

Epicom has developed several products and features for SugarCRM using the Twilio API such as Click-to-Call and incoming and outgoing phone bridge capabilities.

INTERACTIVE PRESENTATIONS

MANAGE SWEEPSTAKES

ABOUT EPICOM

Epicom builds, supports and hosts high-performance web-based Customer Relationship Management systems. Our expertise is helping U.S. and overseas companies large and small improve their profits and outpace their competition.

Epicom has completed hundreds of successful CRM projects and is one of Sugar’s leading North American Gold Partners. Our focus is on executing complex SugarCRM deployments, customizations and integrations.

512.481.9000info@epicom.com

www.epicom.com

CLICK TO CALL

INCOMING/OUTGOING PHONE BRIDGE

FULL TRACKING/ACCOUNTING APP

TEXT ALERT SYSTEM

PRESENTATION Q&A PROJECTOR INTEGRATION

TEXT SWEEPSTAKES

Epicom Corporation • 105 W. Riverside Drive, Suite 230 • Austin, Texas 78704 • 512.481.9000 • info@epicom.comwww.epicom.com

“Enabling communications into business processes with speed and ease presents limitless opportunity to create immediate business value. Unlocking the innovation of web developers to

integrate voice and SMS into open source applications like SugarCRM is a great disruptive force” – Jeff Lawson CEO, Twilio

CLICK-TO-CALLAll phone numbers in SugarCRM are converted to hyperlinks. When a user clicks on a phone number the CRM makes an AJAX call. This initiates a phone call to the logged-in user and then begins calling the other party.Once the user answers the phone, the calls automatically bridge together. Additional CRM features like logging calls also take place.

INCOMING PHONE BRIDGEEach salesperson has their own phone bridge number. When an outside caller dials the phone bridge their caller ID is looked up in the CRM. If the number matches then they are allowed directly into the bridge and their name is announced. If the number is not found then the user must type in a code to enter the bridge.

OUTGOING PHONE BRIDGEUsers can schedule a conference call in the CRM system with a time and a list of phone numbers and all parties will be called at the preset time and bridged together.

FULL TRACKING/ACCOUNTING APPLICATIONAn instance of SugarCRM was modified to be a full backend tracking and accounting billing system for Twilio calls/texts. Subscribers can go to the Epicom website and signup for a service and choose a billing package. They are then sent to Amazon.com to pre-authorize the charge of their card for up to $x over y months. The CRM tracks every usage (minutes of calls or number of texts). If they go over their allotted package for the month then they are charged for all overage minutes. The system automatically renews their package on a monthly basis. The entire tracking, accounting and billing system is 100% automated.

TEXT ALERT SYSTEMCRM users can broadcast SMS messages to all users of the system or a given team.

PRESENTATION Q&A PROJECTOR INTEGRATION During presentations and at conferences audience members can text questions and comments into the system and have them displayed on a scrolling list and projected onto a screen.

TEXT SWEEPSTAKESFor conferences and tradeshows users can walk up to a kiosk and enter their cell number to register for a chance to win a prize. The winner is later notified via text message.

Proof of concepts not yet in production:

WEB-TO-CALLWhen a web form on a public website is filled out a call is generated to the sales rep assigned to the new record. Text to speech is used to read what was submitted and the sales rep can hit “1” at anytime to be conferenced in with that person.

WEB-TO-TEXTSimilar to the Web-to-Call, but a text message is sent instead of a call.

HOT CALL TRANSFERIf a sales manager needs a rep to make an immediate phone call to a client or prospect, they can create the call record in Sugar and type in what they want the call to be about. The rep’s phone is then called and the managers message is played back to them, and then the client is bridged in.

CAMPAIGN TRACKINGDifferent 800 numbers are used to track effectiveness of campaigns and the calls are all automatically recorded in SugarCRM’s campaign logging system.

TWILIO PRODUCTS FROM EPICOM

ABOUT EPICOM

Epicom builds, supports and hosts high-performance web-based Customer Relationship Management systems. Our expertise is helping U.S. and overseas companies large and small improve their profits and outpace their competition.

Epicom has completed hundreds of successful CRM projects and is one of Sugar’s leading North American Gold Partners. Our focus is on executing complex SugarCRM deployments, customizations and integrations.

512.481.9000info@epicom.com

www.epicom.com

CLICK TO CALL

INCOMING/OUTGOING PHONE BRIDGE

FULL TRACKING/ACCOUNTING APP

TEXT ALERT SYSTEM

PRESENTATION Q&A PROJECTOR INTEGRATION

TEXT SWEEPSTAKES

Epicom Corporation • 105 W. Riverside Drive, Suite 230 • Austin, Texas 78704 • 512.481.9000 • info@epicom.comwww.epicom.com