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.

1. z
z
BUILDINGTHEFUTURECALLCENTER
WITHTWILIO&SUGARCRM
EVANCUMMACK(@CUMMACK)
SOLUTIONSARCHITECT,TWILIO

2. 1.API-DRIVENCOMMUNICATIONS
2.TWILIOCLIENT&WEBRTC
3.TIGHTECOSYSTEMINTEGRATION

4. CloudCommunicationsAPI

5. CloudCommunicationsAPI
HTTP Web & Enterprise
Systems

6. CloudCommunicationsAPI
HTTP Web & Enterprise
Systems

7. HTTP Web & Enterprise
Systems
<SAY><PLAY><DIAL><CONFERENCE><RECORD><QUEUE><SMS>

8. Initiate a voice call
$account->calls->create();
Send an SMS
$account->sms_messages->create();
MAKETHINGSHAPPEN
INASINGLELINEOFCODE

9. Click to call
Phone number provisioning
SMS surveying
Audio conferencing
Proactive notifications

10. <DEMO>ONE</DEMO>

11. TwilioClientNative libraries to embed voice functionality
in iOS, Android and JavaScript applications

12. Web:JavaScript
Twilio.Device.connect(function (conn) {
console.log("Boom!");
});
Android:Java
public void connect()
{
connection = device.connect(null, null); /* boom */
}
iOS:Objective-C
-(IBAction)dialButtonPressed:(id)sender
{
MonkeyPhone* phone = appDelegate.phone;
[phone connect]; // boom
}
Now with added
WebRTC!

15. <DEMO>TWO</DEMO>

18. <DEMO>THREE</DEMO>

19. www.twilio.comcummack@twilio.com
@cummack