Building a Better Call Center with Telephony APIs, SugarCRM, and WebRTC

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Evan Cummack, Charles Hicks

Enterprise and SME customers are pairing traditional telecom technology with Twilio's API and WebRTC-based browser phone to create incredible customer experiences. With no hardware required and no telecom experience, Web developers are creating distributed and centralized call centers that exceed the capabilities of big-iron incumbent providers. Learn how you can create an amazing call center experience with SugarCRM at its center - using Sugar not only as the call center rules engine, but also as an endpoint for call center agents to make and receive calls from within their browser.

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Building a Better Call Center with Telephony APIs, SugarCRM, and WebRTC

  1. 1. zzBUILDINGTHEFUTURECALLCENTERWITHTWILIO&SUGARCRMEVANCUMMACK(@CUMMACK)SOLUTIONSARCHITECT,TWILIO
  2. 2. 1.API-DRIVENCOMMUNICATIONS2.TWILIOCLIENT&WEBRTC3.TIGHTECOSYSTEMINTEGRATION
  3. 3. CloudCommunicationsAPI
  4. 4. CloudCommunicationsAPIHTTP Web & EnterpriseSystems
  5. 5. CloudCommunicationsAPIHTTP Web & EnterpriseSystems
  6. 6. HTTP Web & EnterpriseSystems<SAY><PLAY><DIAL><CONFERENCE><RECORD><QUEUE><SMS>
  7. 7. Initiate a voice call$account->calls->create();Send an SMS$account->sms_messages->create();MAKETHINGSHAPPENINASINGLELINEOFCODE
  8. 8. Click to callPhone number provisioningSMS surveyingAudio conferencingProactive notifications
  9. 9. <DEMO>ONE</DEMO>
  10. 10. TwilioClientNative libraries to embed voice functionalityin iOS, Android and JavaScript applications
  11. 11. Web:JavaScriptTwilio.Device.connect(function (conn) {console.log("Boom!");});Android:Javapublic void connect(){connection = device.connect(null, null); /* boom */}iOS:Objective-C-(IBAction)dialButtonPressed:(id)sender{MonkeyPhone* phone = appDelegate.phone;[phone connect]; // boom}Now with addedWebRTC!
  12. 12. <DEMO>TWO</DEMO>
  13. 13. <DEMO>THREE</DEMO>
  14. 14. www.twilio.comcummack@twilio.com@cummack

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