Make Your CRM Communicate: How To Build In-Browser Calling With Twilio and Salesforce

November 19, 2013
Written by

Twilio DF13

When you’re chasing leads, calling customers and managing demos, every minute counts. So how can you make the most of your Salesforce CRM? By making it a phone.

Sales Engineer Charles Oppenheimer shows you how to make and receive calls directly from the browser, while using Salesforce’s Service Cloud Console to pull up key customer information and data.

Using Twilio Client, WebRTC and Twilio’s newly updated SFDC library, Charles walks you through building Twilio powered screen pops within Salesforce, breaking it down into three parts:

  1. Receiving a customer call in Salesforce’s Service Cloud Console
  2. Launching Twilio-powered Screen Pops
  3. Calling back the customer in-browser using Twilio Client.

Charles will cover how Twilio and Salesforce integrations can help your support and sales teams time in his Dreamforce talk “Open CTI on with Twilio” Wednesday, November 20th, at 5:30pm in the DevZone.

Coca-Cola Enterprises Streamlines Service With Twilio and Salesforce

Carl Kennedy, Associate Director of IT Development at Coca-Cola Enterprises knows the first things that come to mind when you think of Coke: polar bears sharing a bottle of Coke and other famous super bowl ads. But, beneath the advertising there’s a whole world of service technicians, vendors and call center employees working to keep Coke customers happy, and their vending machines stocked.

CocaCola Enterprises integrated Twilio SMS with Salesforce to better manage their workforce and cut down service maintenance response time for customers. Carl runs through how he worked with Twilio and Salesforce to build a better customer experience.

Find Team Twilio at Dreamforce. We’ll be on the Expo Floor at Booth N2110 and in the DevZone. Look for us in the red track jackets.