This guest post is from Ashish Seth (pictured right) – Co-Founder and CEO at CloudSquads. Ashish is admittedly “obsessed” with helping enterprises make their business social, measurable & actionable. When he’s not obsessing with social media and communities – you could find him playing cricket, exploring the outdoors, or trying out the newest restaurant in town. Find out more about Cloudsquads by visiting their website or connecting with them on Facebook or Twitter.
We here at CloudSquads truly enjoyed being at TwilioCon 2012 and engaging with the many innovative companies and individuals in attendance. The vast majority of attendees were there for the same reasons – listening to the esteemed panelists, sharing their experiences with fellow developers and networking with peers. This very basic human need to communicate has been the genesis of phone, text and social media – so much so that multi-channel communication options are becoming part of our lives – personal as well as business. We expect our business applications and devices to have voice, text/chat and social channels – and we demand that they be easy to use and reliable.
If you work in Sales/Business Development or a customer facing role – I am sure you have had your fair share of dropped calls, missing notes from a customer call or that web conference with flaky audio/video quality that reaffirms Murphy’s Law! We believe that business people should spend their time engaging with customers and building relationships. They should have reliable and easy to use communication tools with their customers. Furthermore they should not have to waste time tracking phone calls, making notes of what was said on a call and updating CRM records. That should happen seamlessly for them.
A few months ago – we engaged with our partners Twilio and Salesforce to make calling and tracking voice conversations reliable and dead simple – all within the Salesforce interface. How did we do it?- It was the magic of the two leading platforms with their dead simple APIs and CloudSquad’s ingenuity to quickly bring the two systems together and build out the CloudSquads Softphone. The Twilio platform gave us the ability to enable voice and text communication with their well-documented, easy-to-use APIs and easy provisioning steps (How about WYEIWUG APIs– “What you expect is what you get?”). In Salesforce – we had the industry-leading Sales Cloud application, the Force.com platform , Canvas and Heroku for hosting. Thanks to our collective effort – the integration was part of the Salesforce.com Platform keynote address at Dreamforce 2012!
The softphone allows for;
- Seamless provisioning via Twilio
- Inbound and outbound calling as well as transcribing within SalesForce Instance
- Call tracking and recording right within the Salesforce Sales Cloud
Recorded Conversation on a Lead Record