"Life is really simple, but we insist on making it complicated."
-Confucius
This blog is about how a lightweight custom-built application in Zoho Creator along with a cloud telephony integration makes the customer call versatile.
Introduction
If you are an enterprise with the need to utilize your existing cloud application, having the customer data and also make it to allow “Click To Call" the customer and take incoming calls, this blog briefs you on how to achieve the same.
Use Case
Either of these potentially lead to delays, sometimes unwanted/repeated paperwork, losing the track of the customers, etc. To avoid all these, having your application automatically launches during an incoming call or popping up will allow the agent to focus more on their work. Similarly, having a button at each record of the customer for Click To Call, will make it efficient.
How to Achieve this?
If your application is already running in cloud with the customer database fully set up, the only additional requirement is to Sign Up with a Cloud Telephony Service Provider.
A Cloud Telephony Service provider allows you to define the configuration for Inbound and Outbound campaigning services, agents with specific skills and the priority of the calls, DID (Direct Inward Dialing) numbers to mask the caller and other additional services like call logs, etc.
For this specific scenario, the application's landing page URL has to be configured if an incoming call comes to the Cloud Agent Provider. This ensures an automatic popup of the application, whenever agent is ready to take calls. You can fine tune your application logic to categorize the customer on the fly at your landing pages if he/she is a new/existing customer along with a typical action to do for the agent at that page itself.
Some Advantages:
Agents can work from anywhere but always connected from the same DID
Access for making calls to customers can be restricted using profiles in the application.
No need for a huge CAPEX investment for setting up the front desk telephony services.
Easy to Scale Up for additional agents or callers.
Segregate and diverse the flow of the calls in a round robin or priority basis
Application helps in tracking the calls history, actions done, etc. in a single place.
Conclusion
Given, Zoho Creator, a low code platform allows to make efficient custom application development easy, it works seamlessly with the cloud telephony service providers. In this specific use case, we have considered OzoneTel Cloud Agent Services for the overall validation of the features and integrations.
If you need further information, please chat with us or to reach out to us by clicking here.
