Integrating Collaboration Recording with Salesforce.com
February 24, 2014
Finding a call recording related to documented sales activity in Salesforce Sales Cloud can be quite cumbersome. Because of this, Verba Technologies has created a bridge that integrates the two platforms. Utilizing the Verba Collaboration Recording solution, Salesforce Sales Cloud users are now able access call recordings in Verba directly from their Salesforce interface with just one click.
Essentially, users will discover a new “Find Recording” button on their Salesforce Account, Contact, Lead and Activity/Task pages. By clicking that button, the Verba web interface will open. A search will automatically populate with all phone numbers related to the record. Also present within this search is all related information to provide context to earlier calls.
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There are two main operations behind the Salesforce “Find Recording” button. First, on Accounts, Contacts and Leads, all phone numbers are collected and calls are shown from the last 12 months. Second, on Activities/Tasks, phone numbers are collected, and calls are shown from the relevant time period of the Activity/Task.
The time periods are all configurable settings, and can be adjusted in Verba on the search page where the user arrives from Salesforce. In case only one call is found, the recording can automatically start playback if needed.
Above all, since the Verba solution is a complete Collaboration Recording platform, that includes voice, video and instant messages as well, you can also find your Cisco (News - Alert) Jabber or Lync instant messages with the corresponding customer, if you have deployed the complete Verba suite.
Verba is now an official Salesforce ISV Partner. The solution is currently in beta phase, not yet officially published at the Salesforce AppExchange. The solution is easily customizable by Salesforce administrator. In Salesforce solutions with custom objects and custom phone number fields, it is easy to provide the Find Recording functionality for those as well.
To view the full blog post on Verba’s website, please click here.
ISI (News - Alert) Telemanagement Solutions Inc. is committed to providing solutions designed to increase organizations' efficiency, productivity and profitability, by providing reporting and recording tools for enhanced telecom management. We understand that each company's needs are unique and, therefore, we provide a robust set of tools to address every situation.
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Edited by Blaise McNamee