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An Easy Way to Add Voice and Video to Salesforce.com

Tuesday, March 22, 2016

by Carlos Aragon, Director, Kandy UC Solutions Marketing

We’ve already discussed about how the communication landscape is changing at a fast pace and the user’s behavior is shifting from a device centric approach to a persona-based approach where communications are an integral part of their specific workflow.

Users don’t want to step out of their activities to pick up the phone and dial a contact, they want to be able to initiate a communication from within the applications that they use everyday and for sales oriented staff, that means from within their CRM.

Salesforce

Salesforce.com, one of the market leaders for CRM, announced last February that Lightning Voice is one of the key features that they intend to roll out in 2016 and that it will allow users to “connect with prospects faster with click-to-call, auto-logging of calls, and call forwarding to take calls from anywhere”. This will be added to the enterprise subscription and although they haven’t provided details, it is expected that it will have an added cost.

Kandy’s DNA is all about embedding real-time communications into applications and Salesforce was one of the first ones focused on, with a plugin that can be easily added to a Salesforce instance by the enterprise administrator.

The Kandy Salesforce plugin integrates voice, video and messaging with Salesforce’s tools to allow users to collaborate with their colleagues, partners or customers from any Salesforce page. Once installed, the plugin loads automatically for all the enterprise’s Salesforce users and rests at the toolbar on the left of the Salesforce user interface.

When a call is received, the plugin behaves like a soft phone, presenting an alert with buttons to answer or decline the call. The plugin matches the incoming call with any sales contacts to present name and profile photo (if available) and if the call is accepted, it displays the typical call controls to mute, enable video and hang up.

On the opposite side, upon entering a contact or customer profile page, the plugin recognizes any identities or phone numbers within the page and allows the user to click-to-call the contact.

Integrating voice capabilities with your Salesforce instance is very easy and takes very little effort and because Kandy also provides SIP trunking capabilities, it is also possible to connect it with your business PBX to let it handle PSTN calls on your existing service provider.

And if you are a service provider, our Kandy Salesforce Plugin can allow you to integrate your business lines with Salesforce and provide this as a service to your own customers, on top of their existing subscription.

Even better, if you are a Nuvia customer, you may be able to use this capability already. Talk to your sales representative for more information.

Want to learn more about the many work applications we’ve been building at Kandy and with our ecosystem partners? Visit our Kandy Showcase.

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