Salesforce cti integration case study

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Salesforce CTI Integration


COMPANY AND PROJECT OVERVIEW

Organizational Overview:

Client is a leading marketplace to buy and share the best things to do in major international cities – or wherever customers are.

They provide a trusted, convenient source for finding value on everyday items and activities and identifying novel, enriching and fun experiences for you to enjoy and share with your friends.

With thousands of unique and diverse offers every day, they inspire our members to discover everything from weekend excursions to international travel, from exclusive gourmet dinners to family outings and more.

They help local and national businesses grow by introducing them to high-quality new customers. They deliver compelling and cost-effective marketing solutions for businesses large and small and provide our partners with the tools to make their members their regulars.

Based in Washington, DC, they have more than 60 million members around the world and have sold more than 205 million vouchers to date.

PROJECT OVERVIEWClient employs 150-200 inside sales people to call both cold and warm leads to see if they are interested in utilizing their international marketplace to feature their offerings and services. To that point, Client is looking to integrate their phone system, Fonality, with Salesforce.com to integrate outbound calling efforts by bypassing Fonality in order to help drive greater productivity among the sales team as well as to gain greater visibility (e.g. reporting) into the following inside sales outbound call metrics:

o Number of outgoing calls o Number of calls that actually connect with a live persono Number of minutes per callo Number of calls per merchant and opportunityo Number of calls that turn into opportunities o Number of opportunities that actually close

In addition, they have the following specific requirements: o The tool must be able to provide the Client Inside Sales Rep with multiple contact phone numbers per lead before

having them select one to dial. o It must be able to support the capability to transfer calls from one inside rep to another based upon specific

business rules as well as record calls. o The integration must possess a keypad for custom dialing. o This project is initially meant to support only outbound calls but whatever the solution they implement, the need to

ensure that the integration/solution can support inbound capabilities for future iterations of the workstation. o The tool must be easy to use and possess a flexible interface.

Salesforce CRM Call Center seamlessly integrates Salesforce with third-party computer-telephony integration (CTI) systems in which our development solution will contain:• Build CTI systems that integrate with Salesforce without the use of CTI adapters.• Create customizable SoftPhones (call-control tools) that function as fully integrated parts of Salesforce and the Salesforce console.• Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Microsoft® Internet Explorer®,Mozilla® Firefox®, Apple® Safari®, or Google Chrome™ on Mac, Linux, or Windows machines.• Use standard SOAP API calls to add functionality to a composite application that processes only one type of record at a time and does not require any transactional control.

SOLUTION


Supported by solid infrastructure of network, hardware, software applications

CloudAnalogy Team Structure Engagement Model

Client

R&D

Team

Business Analyst

Service Delivery Team

Development Team Quality Team

Agile CoE Monitoring Team

Fixed Cost

● Predictable Budget● Fixed Time Frame● Low Perceived Risk

Time & Material

● Uniform Billing Rate● Manage Team● Closely work with offshore

team

Dedicated Resources

● Specialized full time resources.

● Quick Ramp Up/Down

Infrastructure Team

Gov

erna

nce Product

Architecture


CloudAnalogy Design/Blueprint ProcessKickoff Meeting is held with key client contacts, Objectives Reviewed, KPIs/Metrics Discussed, Roles Identified

System Vision, Requirements Mapping, Research, Proof of Concept , Presentation, Feedback

Statement of Work, Client Review and Feedback, Sign-off

Incorporation of Client Feedback, Additional Research, Budget, Schedule, Presentation, Feedback

Meetings, Calls, Document Review

Kickoff Discovery Preliminary Design

Final Design

Statement of Work/Client

Approval


Cloud Analogy Delivery Process

BA

Client

EM

Client Feedback Client Feedback Client Feedback

Designer

Client

PM

Developer

Client

PM

QA

Client

PM

SPRINT 1Requirement Analysis

SPRINT 2UI System Design& Architecture SPRINT 3

DevelopmentSPRINT 4 Testing & UAT



Outbound Call AJAM Connection


Logging a Call AJAM Connection


Inbound Call Using AJAM


Multiple Server Outbound Call AJAM Connection


Call Transfer AJAM Connection


Call Recording by Sales Rep


Call Conference AJAM Connection

CloudAnalogy


Thank You

Salesforce cti integration case study

Technology

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