Seamless High Touch Trader Voice Integration with Salesforce

Seamless High Touch Trader Voice Integration with Salesforce

This customer had a long-standing investment in an in-house CRM. This application served the Sales Traders well, but it was increasingly becoming a drain on capital resources and the investment itself didn’t align with customers own Cloud First Strategy. The customer was seeking to tightly integrated regulated persona high touch conversations with Salesforce.

comitFS simplified and accelerated the deployment by providing an application called “CAS Dialler” hosted in Salesforces AppStore which is based on a single API which works across all the customers turret estate (ITS & BT Trading) as well as their digital workplace devices of Cisco & Avaya.​

Challenge

Ensure every high touch conversation seamlessly works alongside the customers Salesforce instance

Solution

CAS middleware with multiple turret and device connectors worked seamlessly alongside the regulated personas, so zero change in the voice recording infrastructure. Every call is captured and recorded as an activity in Salesforce CRM system with caller, called, duration and participants details. From a security stance CAS being in the salesforce App Exchange reduces the security oversight and cost associated with this implementation​

Results

One thousand regulated users consuming the comitFS CAS Dialler from the Salesforce App Exchange. CAS collapses the time and effort the customers developers invest in integrating devices with Salesforce. The AI/Machine learning teams can leverage every captured call and the context of the call. Next best actionable insights could be generated on behalf of the Sales Traders.