Telephony Integration with Salesforce

Customer

The modern world brings us new challenges to which businesses must respond adequately. One of the main ones is communication. It should be safe, reliable, and simple. The Wazo company, which specializes in next-generation communication technologies, understands this, and that’s why it chose Salesforce phone integration. Since the company’s staff did not have specialists with the required skill set, they turned to Talmatic for help. We are going to tell you more about our cooperation with Wazo, the challenges the company faced, and the solutions we proposed. 

Who is Wazo and What Services They Provide

We should first get to know our client to understand their specialization. So, Wazo is a leading provider of unified communications technology designed to empower Managed Service Providers with the tools they need to create distinctive UCaaS solutions. They offer a robust suite of APIs and integrations. For example, Wazo enables MSPs to develop customized communication experiences. Their solutions are simple to implement, powerful in functionality, and highly flexible to meet diverse business needs.

Our customer provides different services:

• High-quality voice communication with features like VoIP, call routing, and call management.
• Video conferencing capabilities to facilitate virtual meetings and collaboration.
• Messaging solutions for real-time communication across various devices.
• A comprehensive UC platform that integrates voice, video, and messaging into a single, cohesive system.
• Flexible and powerful APIs that allow for easy integration with existing business applications.
• User-friendly applications for both mobile and desktop.
• Tools to enhance team collaboration and much more.

One of Wazo’s standout features is its focus on simplicity without compromising on power. The platform is designed to be user-friendly. MSPs can quickly deploy and manage their UCaaS offerings with no effort. At the same time, it provides the robust functionality needed to support complex communication needs from small businesses to large enterprises.

Challenges They Faced and Proposed Solutions

Telephony integration with Salesforce is not as simple as it looks. The process can be complex and lengthy, especially if the company lacks specialists. Even minor mistakes at any stage can lead to severe problems in the future. So, let’s consider what challenges they faced.

• Developing phone systems that integrate with Salesforce involves intricate technical processes. Usually, it includes API configuration, data synchronization, system customization, etc. 
• The team struggles with troubleshooting and ensuring a smooth integration. The project was extended beyond its intended schedule.
• There was a risk of call drops, poor call quality, and data inconsistencies. We all understand that these issues can negatively impact customer experience.
• The company was also afraid to make and receive clunky, difficult-to-use interfaces that hindered user adoption.

The last challenge is related to the urgency of the project. They didn’t have enough time to find and onboard specialists for Salesforce phone integration. In addition, new employees are not always guaranteed to demonstrate high productivity. 

To make Salesforce phone system integration as smooth as possible, they decided to use Talmatic staff augmentation service, which was the best solution in their situation. 

Cooperation with Talmatic – a Key to Success

When the Talmatic team received a task, we first analyzed the request and assessed its complexity. Given that the customer had limited time to implement the Salesforce telephony integration project, we immediately started work on it.

• First of all, we decided to check the candidates’ coding expertise through a series of multiple-choice questions.
• Then, we had to assess their proficiency in Java and JavaScript because we understood that it is crucial to work with systems that integrate with Salesforce.
• The third stage involved presenting candidates with practical, real-world problems. They were tasked with solving these scenarios using their preferred programming language.
• Of course, we had to analyze the soft skills of candidates. Our goal was to find individuals who could operate independently and communicate effectively.

We believe that assessing soft skills is equally important as checking technical expertise. Our team usually evaluates stress tolerance, teamwork, and proficiency in English. Additionally, we assessed candidates’ ability to adapt to dynamic environments and their commitment to continuous learning. 

What Did They Get as a Result 

Our cooperation with the customer was as successful as possible. We agree it wasn’t a piece of cake, but the result pleased everyone involved in the process. Our team analyzed the work of dozens of candidates to select the best experts for phone integration with Salesforce. So, we augmented Wazo with five specialists.

• API developer for API configuration and integration.
• UI/UX designer to enhance the user interface and experience.
• Security specialist for implementing security measures to protect sensitive data.
• QA specialist for testing the integration.
• Technical support specialist for providing ongoing support.

With these professionals on Wazo’s staff, we were sure that integration with Salesforce would be implemented without any troubles. Moreover, technical support specialist Andrew was invited to join the company’s staff to assist with troubleshooting, maintenance, and updates post-integration.

Customer Review about Talmatic

We got exceptional experience working with Talmatic. Our team faced a significant challenge not so long ago in integrating our telephone services with Salesforce. This project was critical for us to streamline workflows and enhance customer satisfaction. Talmatic provided us with the specialized talent we needed. As a result of our cooperation, we developed a seamless integration that efficiently manages incoming Salesforce calls through our cloud-based system. Technical support specialists have been invaluable in maintaining the system. Thanks to Talmatic, we have successfully streamlined our telephony integration. We appreciate the ability to provide top-tier professionals who are perfectly suited for our requirements.

Sylvain Boily
Co-founder & CEO | Wazo Canada

What Benefits Can You Get Cooperating with Talmatic

If a company is looking for remote developers for hire, coders for hire, and overseas developers, Talmatic staff augmentation service is the best option to choose. Cooperating with us, you can get multiple benefits for your business. Here are the main reasons for giving us a call:

• Talmatic connects you with a vast pool of over 2000 specialists.
• The engineers you hire are skilled and committed to your project’s success.
• Save on hiring efforts and administrative costs. Talmatic offers a cost-efficient model.
• Talmatic’s straightforward business model covers legal, administrative, and HR aspects.
• Improve your product delivery by integrating CI/CD pipelines, real-time monitoring, and incident response systems.
• Talmatic provides talented UI/UX designers who can tailor solutions to fit your specific needs.

With Talmatic, you can build a remote development team that operates smoothly and efficiently. The transparent process avoids hidden costs and focuses solely on your business needs. So, if you seek specialists to work on the Salesforce platform or other projects, we’re here to help. You can hire Salesforce developers with Talmatic. Don’t waste your time and resources. Call us today, and we’ll make the best offer for you.

Seamless Salesforce Phone Integration

Get Started with Talmatic!

BOOK A CALL