Download pdf - Building a Better Call Center with Telephony APIs, SugarCRM, and WebRTC

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BUILDING THE FUTURE CALL CENTERWITH TWILIO & SUGAR CRM

EVAN CUMMACK (@CUMMACK)SOLUTIONS ARCHITECT, TWILIO

1. API-DRIVEN COMMUNICATIONS2. TWILIO CLIENT & WEBRTC

3. TIGHT ECOSYSTEM INTEGRATION

Cloud Communications API


HTTP Web & Enterprise Systems




<SAY><PLAY><DIAL> <CONFERENCE> <RECORD> <QUEUE> <SMS>

Initiate a voice call$account->calls->create();

Send an SMS$account->sms_messages->create();

MAKE THINGS HAPPENIN A SINGLE LINE OF CODE

Click to callPhone number provisioning

SMS surveyingAudio conferencing

Proactive notifications

<DEMO>ONE</DEMO>

Twilio ClientNative libraries to embed voice functionalityin iOS, Android and JavaScript applications

Web: JavaScriptTwilio.Device.connect(function (conn) { console.log("Boom!");});

Android: Javapublic void connect(){ connection = device.connect(null, null); /* boom */}

iOS: Objective-C-(IBAction)dialButtonPressed:(id)sender{ MonkeyPhone* phone = appDelegate.phone; [phone connect]; // boom}

Now with addedWebRTC!

<DEMO>TWO</DEMO>

<DEMO>THREE</DEMO>

[email protected]

@cummack