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Earlier this year Salesforce.com made significant changes to the way telephony platforms could integrate with their cloud-based CRM product.  We blogged about it in June explaining how in the past the integration required a Windows-based software adapter to be installed on every machine but with the release of Summer’12 companies like NewVoiceMedia could build cloud-to-cloud integrations with Open CTI – a browser based API.

Fortunately, we already used a similar technique to integrate with Salesforce and were able to have a working solution available for the launch of Open CTI.  Since then we have been rapidly iterating our design with feedback from our customers and last week released the latest version of our integration. Whilst there is plenty more work underway we wanted to give you an insight into our progress here on the blog.

If you are a Sales Cloud user then you will see the NewVoiceMedia contact panel in your sidebar.

NewVoiceMedia and Salesforce.com OpenCTI Sales Cloud

Sales Cloud users see NewVoiceMedia in the sidebar

At the top of the contact panel you see your current call state.  These can be defined by yourself but as standard would include Ready, Busy, Away, and Wrap-up.  These states determine whether a user is available to receive new calls as well as providing data to our reporting systems enabling you to see how much time your users spend in each state.

Below the current call state are the call controls enabling users to change their state, hang up and transfer calls to other users.  For customers that require it users also have the ability to pause and resume call recordings.

The bottom half of the contact panel is made up of three tabs providing users with more detailed information about the caller they are speaking with.

The Home Tab enables users to select from multiple outbound numbers.  This can be especially useful where you have users manning multiple inbound lines – a standard and premium support line, or a French and German line.  The correct number can be presented outbound increasing the chances of pick-ups and giving a more personalised experience when the number is called back.

NewVoiceMedia and Salesforce.com OpenCTI Sales Cloud

The Home Tab displays call back numbers

The Info Tab displays more details about the specific call and will ‘pop’ automatically when a new call comes in, giving the user the ability to select from multiple matching Salesforce records.  When the user clicks on any hyperlinks in this view they will open up as new tabs ensuring no existing records are removed from view.

NewVoiceMedia and Salesforce.com OpenCTI

The Info tab displays current call details

The final tab shows Messages and Alerts – examples might be for calls that failed to connect or incorrect telephone numbers.  Each of these tabs are being developed further and will enable users to have an increasing amount of information about who is on the call, what number they have rung and how long they have been waiting.

NewVoiceMedia and Salesforce.com OpenCTI

The Messages and Alerts tab

If you are a user of Service Cloud then you experience the same contact panel except this is positioned as a pop up in the bottom right of your Service Cloud Console.  Any links that you click will pop up new tabs in your console to maintain existing open records.

NewVoiceMedia and Salesforce.com OpenCTI Service Cloud

Service Cloud users see the control panel as a pop up from the bottom of the browser

We hope this post has given you a good insight into our progress with OpenCTI.  We have some really exciting developments that are being worked on currently and we will look to bring you the latest updates as soon as they are released to customers.

If you have any comments or questions about our integration with Salesforce and how we can get the right callers to the right users then just let us know in the comments section below.

For more information about how NewVoiceMedia integrates with Salesforce to supplement and improve sales and service, read Sales and service developments for Salesforce to amplify investment.

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About Charlie Cowan

Charlie is passionate about cloud computing and how it can help real businesses to run more profitably.

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