Vonage Business Center & Salesforce
Budget: $750 – $1,500 USD
I currently use another Open CTI solution in salesforce (360 CTI) because of it's outbound capabilities for calls & SMS. But it does not have the inbound call functionality I need for functionality i need for a virtual receptionist which vonage business has (Ring to user before going to Virtual Receptionist & Call Tagging). Vonage does not have the outbound capabilities I need (Automatic Local Presence for Calls & SMS & a Power Dialer). So I'm trying to figure out a way to use both inside Salesforce, but am not sure what is possible.
1st idea is creating 2 separate open cti softphones within salesforce. One for all outbound calls (click to dial, dial pad, and power dialer) as well as all SMS features (360 CTI/SMS will have this part covered). The 2nd softphone (Vonage Business Center or possibly Vonage Contact Center) would handle all inbound calls so that I could have a ring first to & call tagging feature for the inbound call while still allowing a call tree/IVR/Virtual Receptionist to be in place.
2nd Idea is creating web hooks using either zapier or make when calls are made to the Vonage Desktop or Mobile App for Vonage Business Center. The zaps/makes would update the activity section on the lead/account object for missed calls, missed calls with voicemails, and answered calls.
But need some guidance and suggestions on this as I'm not sure what all will be possible. Trying to still use salesforce and trying to optimize on software applications I'm already paying for (Salesforce, Vonage, & 360 CTI/SMS). I've attached pictures of my console and lead object and how I'm referring to what the softphones on the utility bar could look like & then for the activity section for recording missed calls, missed calls with voicemails, and incoming answered calls.
1st idea is creating 2 separate open cti softphones within salesforce. One for all outbound calls (click to dial, dial pad, and power dialer) as well as all SMS features (360 CTI/SMS will have this part covered). The 2nd softphone (Vonage Business Center or possibly Vonage Contact Center) would handle all inbound calls so that I could have a ring first to & call tagging feature for the inbound call while still allowing a call tree/IVR/Virtual Receptionist to be in place.
2nd Idea is creating web hooks using either zapier or make when calls are made to the Vonage Desktop or Mobile App for Vonage Business Center. The zaps/makes would update the activity section on the lead/account object for missed calls, missed calls with voicemails, and answered calls.
But need some guidance and suggestions on this as I'm not sure what all will be possible. Trying to still use salesforce and trying to optimize on software applications I'm already paying for (Salesforce, Vonage, & 360 CTI/SMS). I've attached pictures of my console and lead object and how I'm referring to what the softphones on the utility bar could look like & then for the activity section for recording missed calls, missed calls with voicemails, and incoming answered calls.