The document outlines a client's project to integrate their phone system with Salesforce to enhance productivity and visibility in their outbound sales operations. The integration requires features such as multiple contact numbers, call transfers, call recording, and an easy-to-use interface. The project aims to streamline the sales process for their team of 150-200 inside sales representatives, focusing initially on outbound calls while allowing for future inbound call capabilities.

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Salesforce CTI Integration

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COMPANY AND PROJECT OVERVIEW
Organizational Overview:
Client is a leading marketplace to buy and share the best things to do in major international
cities – or wherever customers are.
They provide a trusted, convenient source for finding value on everyday items and activities
and identifying novel, enriching and fun experiences for you to enjoy and share with your
friends.
With thousands of unique and diverse offers every day, they inspire our members to discover
everything from weekend excursions to international travel, from exclusive gourmet dinners to
family outings and more.
They help local and national businesses grow by introducing them to high-quality new
customers. They deliver compelling and cost-effective marketing solutions for businesses
large and small and provide our partners with the tools to make their members their regulars.
Based in Washington, DC, they have more than 60 million members around the world and
have sold more than 205 million vouchers to date.

3. PROJECT OVERVIEW
Client employs 150-200 inside sales people to call both cold and warm leads to see if they are interested in utilizing their
international marketplace to feature their offerings and services. To that point, Client is looking to integrate their phone
system, Fonality, with Salesforce.com to integrate outbound calling efforts by bypassing Fonality in order to help drive greater
productivity among the sales team as well as to gain greater visibility (e.g. reporting) into the following inside sales outbound
call metrics:
o Number of outgoing calls
o Number of calls that actually connect with a live person
o Number of minutes per call
o Number of calls per merchant and opportunity
o Number of calls that turn into opportunities
o Number of opportunities that actually close
In addition, they have the following specific requirements:
o The tool must be able to provide the Client Inside Sales Rep with multiple contact phone numbers per lead before
having them select one to dial.
o It must be able to support the capability to transfer calls from one inside rep to another based upon specific
business rules as well as record calls.
o The integration must possess a keypad for custom dialing.
o This project is initially meant to support only outbound calls but whatever the solution they implement, the need to
ensure that the integration/solution can support inbound capabilities for future iterations of the workstation.
o The tool must be easy to use and possess a flexible interface.

4. Salesforce CRM Call Center seamlessly integrates Salesforce with third-party
computer-telephony integration (CTI) systems in which our development solution will
contain:
• Build CTI systems that integrate with Salesforce without the use of CTI adapters.
• Create customizable SoftPhones (call-control tools) that function as fully integrated
parts of Salesforce and the Salesforce console.
• Provide users with CTI systems that are browser and platform agnostic, for
example, CTI for Microsoft® Internet Explorer®,
Mozilla® Firefox®, Apple® Safari®, or Google Chrome™ on Mac, Linux, or
Windows machines.
• Use standard SOAP API calls to add functionality to a composite application that
processes only one type of record at a time and does not require any transactional
control.
SOLUTION
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5. Supported by solid infrastructure of network, hardware, software applications
CloudAnalogy Team Structure Engagement Model
Client
R&D
Team
Business Analyst
Service Delivery Team
Development Team Quality Team
Agile CoE Monitoring Team
Fixed Cost
● Predictable Budget
● Fixed Time Frame
● Low Perceived Risk
Time & Material
● Uniform Billing Rate
● Manage Team
● Closely work with offshore
team
Dedicated Resources
● Specialized full time
resources.
● Quick Ramp Up/Down
Infrastructure Team
Governance
Product
Architecture
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6. CloudAnalogy Design/Blueprint Process
Kickoff Meeting is held with
key client contacts, Objectives
Reviewed, KPIs/Metrics
Discussed, Roles Identified
System Vision, Requirements
Mapping, Research, Proof of
Concept , Presentation,
Feedback
Statement of Work,
Client Review and
Feedback, Sign-off
Incorporation of Client
Feedback, Additional
Research, Budget, Schedule,
Presentation, Feedback
Meetings, Calls,
Document Review
Kickoff Discovery
Preliminary
Design
Final
Design
Statement of
Work/Client
Approval
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7. Cloud Analogy Delivery Process
BA
Client
EM
Client Feedback Client Feedback Client Feedback
Designer
Client
PM
Developer
Client
PM
QA
Client
PM
SPRINT 1
Requirement Analysis
SPRINT 2
UI System Design
& Architecture
SPRINT 3
Development
SPRINT 4
Testing & UAT
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Outbound Call AJAM Connection

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Logging a Call AJAM Connection

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Inbound Call Using AJAM

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Multiple Server Outbound Call AJAM Connection

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Call Transfer AJAM Connection

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Call Recording by Sales Rep

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Call Conference AJAM Connection

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Thank You