Ziwo is a multi-channel customer support platform and all the core elements of the platform can be accessed via the API. The official front-end app also uses the same API and all the features implemented on the front-end app will be also accessible via the API. The demo version of the platform and the app can be accessed via the Ziwo Demo App!
The domain in the API url starts with the instance name. For example, if your instance is your-ziwo, then the url will be https://your-ziwo-api.aswat.co.
The response structure: All APIs return responses in the following structure:
{ "result": true, # Status of the API request. "content": {}, # The content/body "info": {} # The info object which contains messages like deprecation warnings, error messages etc. }
Integrations - CRM The CRM - Customers (CDB) module is a typical CRM system for managing customers and its related information. A single customer can consist the following
One profile Multiple addresses Multiple numbers Multiple social accounts The general idea behind the different entities is that multiple entities can be linked with other multiple entities i.e. an address can be linked to multiple different profiles (e.g. Family members can have same home address). or a customer can have multiple addresses linked to it (e.g. A customer have a home address and an office address etc.), same is the case for numbers and social accounts.
Any information which is solely for a single customer i.e. First name, email, gender etc. are grouped together under an entity called profile. A profile is a collection of personal details about an individual and every other entity can be just attached to the profile like addresses, numbers etc. which can be shared
There are different type of requests possible for this module, as listed below
AddressesAdd an address entity Update an address entity Delete an address entity NumbersAdd a number entity Delete a number entity Social accountsAdd a social account entity Update a social account entity Delete a social account entity ProfileCreate a profile Update profile info Delete a profile Link address Link number Link social account Unlink address Unlink number Unlink social account Search
Integrations - CTI
The CTI module is one of the available apps which is a part of the integrations suite.
The module can be used to manipulate the state of the the platform (e.g. auto-login of agent, changing the status of an agent, initiating a call etc.)
To access the routes for CTI, an api_key is the required token instead of access_token. It can be passed in various ways in the request as follows:
Request Header Request Body Request Query Best practice is to send the api_key in the Request Header
There are different type of requests possible for this module, as listed below
Agent login Agent change status Click to call Click to IVR Agent logout
Agents API
These APIs can be accessed only by the AGENTs by using the access token based authentication.
Admin API These APIs can be accessed by the ADMINs by using the access token based authentication or even with then API key based authentication.
Version Control We improve the ziwo platform every day by releasing new features, squashing bugs, and delivering fresh documentation. Here's an account of what's recently happened. This is our #changelogs
Release Notes Recent important updates:
June 2019 Ziwo v1.4.1 CHANGELOG (PUBLIC)
Changes since Ziwo v1.4.0, based on JIRA
Summary:
15 Stories (Features) 51 Bug Fixes
Story Agent Activity Log. Edit Option for Statistics Dashboard Widgets. Logging changes to Zdial bot connection to live socket. Export to CSV non table widgets ZIWO Web phone: Adding Notification for " Lost internet connection " Calls view date filters are now based on call started at time. Pagination for Zdial Customers View. A new backend user for ZDial. Option to quick copy Call ID from calls view. Option to pass notes/comments with Click2Call and Click2IVR APIs. Zdial import now returns a more detailed message. Zdial CSV import and export file now supports commas instead of semicolons. Agent status change does not sync with ZIWO Web phone Client. Agent client now receives a primary call ID / Session ID. ZIWO Web phone login and dial buttons can be clicked by enter key.
Bugs Longest Idle Agent Queues do not preserve state after logout and relogin. ZIWO Web phone Agent Not responding Live socket 'GET /live/statistics/channels/calls/by/queues' doesn't push changes Zdialler ignoring the '0' digit Call Tracker log filters do not work as expected. Call Tracker end URL doesn’t get triggered. Dynamic Routers: Affected Call center numbers not visible in List View. Audit log is not linked to agent for agent call center logout event. Audit logout is missing for call center login/logout from some of the sources. Zdial import file doesn't detect "\r" end of line. Missing Email Validation in ZIWO Web phone login. Profile Image of Admin not updating. Calls hang up in IVR showed as hangup by Agent. Time-Out Issue in Zdial import. Agent Activity log : Wrong duration for the Calls ( Inbound / Outbound ) Cannot update the Revision of IVR. Extra CDR created for incoming Call. Gateways created from the interface are being used. User manual & Stark Developer Guide links not working. KPI " Time in OutBound " does not update with the outbound call time. Date filter for one day doesn't work in Audit view. Cannot access ZIWO Web phone Dial Pad After Transfer the Call. Cannot select Mail or Instant chat bot ones user clicks the message bot icon in ziwo admin. Link to Create Call tracker not working from Call Center Numbers page. ZIWO Web phone - Improve invalid login credentials error message. ZDial Improve auto handling international and national number formats. Add max character validation for the Qualification Notes. Gateways priorities not working as expected. ZDial - Caller Number Shows as " Null " for abandoned Calls ZDIal - Campaign Calls are not represent as " Time spend in outbound " in the stats. ZDial - Improve Campaign Weight Management. Issue in date export in the statistic reports. Improve validation error message upon duplicate campaign creation. Campaign List - Issues in sorting and filters. Pagination not responding while multiple changes in per page count Campaign list - relative date filters do not work as expected. System Automatically should selects the view access ones user toggle the Access for the Zdial ( In User roles / Ziwo Admin ) User Can edit Campaign under View only Access Agent Module crashes after sorting Big CSV files make Zdial customers import crash Incorrect Caller ID for Click2IVR Agent skills doesn’t get refreshed in the admin queues view without page refresh. User's disappear , when user role deleted. Missing data on abandoned calls in websocket stream. Time spent in IVR does not show any value in CDR. Issue with Agent Status Calculation. Working hours can be set without setting the non working hours number. Caller Number search doesn't work for +971...in Calls view. Agent logout button gets hidden in the admin agents view. Creating IVR leads to audio upload.
Install ZIWO Web Phone in minutes in your own CRM or web app, where you can use your business number to communicate with staff and clients. Just copy the script and paste it inside your app. Agents connect directly from their web app and access all ZIWO superpowers right from your app: receive, place or transfer calls, view their call history or even change their status.
Step 1: "Copy /paste the “script ” in your application,
<script>
var contactCenterName = 'YOUR_CONTACT_CENTER_NAME';
// DEFAULT DISPLAY CONFIGURATION
var defaultPosition = 'top-left'; //Choose between 'bottom-right', 'bottom-left', 'top-right' and 'top-left'. Initial is 'bottom-right'.
var defaultSize = 'small'; //Choose between 'normal', 'small' and 'mini'. Initial is 'normal'.
function addJorelScriptLoader() {
var jorelScriptLoader = document.createElement('script');
jorelScriptLoader.id = 'jorelScriptLoader';
jorelScriptLoader.type = 'text/javascript';
jorelScriptLoader.async = true;
jorelScriptLoader.src = 'https://'+contactCenterName+'.aswat.co/scripts/jorel.js';
document.body.prepend(jorelScriptLoader);
}
function setJorelDefaultDisplay() {
if (defaultPosition) localStorage.setItem('_jorel-default-position', defaultPosition);
if (defaultSize) localStorage.setItem('_jorel-default-size', defaultSize);
}
addJorelScriptLoader();
setJorelDefaultDisplay();
</script>
Step 2: Put your Ziwo instance URL, and get it connected instantly. Don't have a Ziwo POC? Get it Here.
Manual Login
There are 3 fields to fill when you manually login to WebPhone :
After your manual login into ZIWO Web phone, some fields will be stored for a while in local so that you do not need to re-log again each time you refresh the page.
Auto Login
If in your integration you want to always skip this first initial manual login authentication, you can set these fields in local storage so that ZIWO Web phone always auto-connects ! Step 1: Here are the fields which needs to be set :
- “_jorel-token”
- “_jorel-ccName”
Step 2: The first item to be stored is _jorel-token. It should correspond to the token an agent get after login to ZIWO, through API /auth/login. (“see: ZIWO API doc, section auth/login”)
Step 3: The second item to be stored is _jorel-ccName. It should correspond to the contact center name of your instance. For example, if your instance is wayne-enterprise.aswat.co, it should correspond to wayne-enterprise
WebPhone Parameter
Jorel is a ZIWO Web phone that can be integrated in any web app or CRM. Agents are connecting right in their web app and get all the functionalities to receive and place calls, view their call history or even change their status.
_jorel-token”
“_jorel-ccLogin”
“_jorel-ccName”
Getting them via WebPhone means you don’t have to bother on getting or even generating them from our API.
You can find their various uses in the Ziwo full API documentation ! Learn More
Call History
You can fetch call history using ZIWO Web phone (web phone) events Step 1: Enter URL https://your-ziwo-api.aswat.co/callHistory/46Step 2: Enter the desired parameter for ID. This endpoint gets a CDR by given id.
You can fetch call recording MP3 file using ZIWO Web phone (web phone) events. Step 1: Enter URL https://your-ziwo-api.aswat.co/surveillance/recordings/<CallID>.mp3Step 2: Enter the desired parameter for CallID. This endpoint downloads a recording MP3 file for the CDR identified by the given CallID (UUID of the CDR).
Click to Call
You can make any phone numbers of you web app clickable to generate a call by the agent ! Step 1: In the agent app : Agent clicks to generate a call for himself
You can directly use the ZIWO Web phone function for calling a phone number !
This function can be called via : “window[‘_jorel-callPhoneNumber’]”.
It takes the phone number in international format as String parameter.
Add screenshot / videocast Step 2: In the admin app : Admin clicks to generate a call for an agent
This is useful if you want to allow a manager wants to create a call for an agent.
For this you need simply need to use this endpoint of our REST API
CRM Profile Pop-up
This is an example of how to use ZIWO Web phone event broadcasting of call states, but they are many others depending on your business and web app !
Step 1: ScenarioYou have a CRM containing information on the customers you are calling or who are calling you. You want the agent to automatically get access to the customer CRM data when the call is active, by opening a pop-up page with this data (for which your CRM has an URL).
Step 2: Conception using ZIWO Web phone documentationUsing the ZIWO Web phone documentation, you can see the various jorel events meaning and the outbound and inbound call flows. From this you can see that the appropriate events to use for the pop-up opening are the ‘ringing’ one for inbound calls and the ‘early’ one for the outbound calls.
EVENTS MEANING
Call verto events are broadcasted from the "window" element with the prefix : '_jorel-dialog-state-' with suffix amongst :
SUFFIX
MEANING
PRESENT IN DIRECTION
'requesting'
Requesting operator to make the call
Outbound
'trying'
Operator trying to make the call
Outbound
'early'
Call is waiting for customer to pick up
Outbound
'ringing'
Call is ringing agent phone
Inbound
'answering'
Agent is answering call
Inbound
'active'
Agent and customer can talk to each other
Both
'held'
Customer has been put on hold by the Agent
Possible in both
'hangup'
Call is being hanged up
Both
'destroy'
Call is being destroyed
Both
'recovering'
When reconnecting to virtual phone and a call wasn't over, Jorel automatically recovers it !
Possible in both
EVENTS DATA
If browser supports "CustomEvent" class, the "event.detail" object will have the following attributes :
ATTRIBUTE
MEANING
callID
Id of the current leg of the call
primaryCallID
Id of the primary / initial leg of the call
customerNumber
Phone number of the customer called or calling
direction
'outbound', 'inbound', 'internal' or 'service'
stateFlow
Array listing the states the call went through, with the date for each (Properties of the objects in the array: 'state', 'date', 'dateUNIX')
currentCall
Full data of the call, including the ones above and much more
dialog
Similar to the above currentCall, but also allows to interract with the call state for example by answering or hanging up. (See verto documentation for full details of possible interractions)
EVENTS FLOW FOR OUTBOUND CALL:
requesting
trying
early
active
hangup
destroy
EVENTS FLOW FOR INBOUND CALL:
ringing
answering
active
hangup
destroy
Also for getting the CRM data you need to use the customer phone number. Using the documentation you can see that you’ll find it in the event details with “event.detail.customerNumber”. Step 3: Implementation in JSFrom what we gathered above here is a script you can use for your pop-up opening. You simply need to complete its first function, which gets the CRM URL from the customer phone number !
<script>
function getCrmUrlFromPhoneNumber(customerNumber) {
// Here include your CRM logic to get the customer data URL from the customer phone number
// This function can either return a String or a Promise resolving a String
}
async function openingCustomerPopUpFromEvent(event) {
window.open(await getCrmUrlFromPhoneNumber(event.detail.customerNumber));
}
window.addEventListener('_jorel-dialog-state-ringing', openingCustomerPopUpFromEvent);
window.addEventListener('_jorel-dialog-state-early', openingCustomerPopUpFromEvent);
</script>
Fetch Voicemail
You can fetch call history using ZIWO Web phone (web phone) events. Step 1: Enter URL https://your-ziwo-api.aswat.co/surveillance/recordings/.mp3Step 2: Enter the desired parameter for CallID. This endpoint downloads a recording MP3 file for the CDR identified by the given CallID (UUID of the CDR).
May 27, 2019
Rolling out the red carpet for ASWAT verto integrations
With 200+ API and live sockets, integrate with Ziwo& leverage the power of your customer data.
More
How to implement Call Whispering?
Step 1: POST Create Eavesdrop https://your-ziwo-api.aswat.co/live/calls/eavesdrop/5555
This initiates a eavesdrop call which let's user to listen to an agent's live conversation with the customers. This call can also be updated to speak/listen to agent/both. When the specified agent is not on a call, this eavesdrop call plays a hold music. Step 2: This initiated eavesdrop call rings the current user at his/her default position (unless position name is explicitly specified). Hence the position needs to be connected before invoking this API.
Step 3: Check positions module on how to connect this position. Also, currently the call initiated will not be auto answered by the backend, the client needs to implement the logic to auto answer the call. Once the call is answered, whenever target agent is not on a call, hold music will be played, whenever the target agent is on a call, the admin user can listen to live conversation and optionally speak to the agent or both (Check Update Eavesdrop below).
Step 4: : Permissions are based on new permission field eavesdrop in the role.permissions. Visit roles section for more information. Hence please ensure you set necessary permissions for make use of this feature.
whisper
agent
Toggle between whisper states. Available options are (agent, both and none).
Example Request Success
curl --location --request PUT "https://your-ziwo-api.aswat.co/live/calls/eavesdrop/e0a89fd6-f0da-481e-9372-622e6eb09ec2" \
--header "access_token: b10c6840-a9e7-11e8-8476-8d2a2f09b159" \
--data "whisper=agent"
Example Response
200 - OK
{
"result": true,
"content": {},
"info": {}
}
POST Start Call example https://your-ziwo-api.aswat.co/callTrackers/example/startCall
This endpoint returns dummy values which demonstrates how the start call url has to be implemented in the integrations. In reality, this API will be outside stark, when there is an incoming call, Stark makes request to this (as detailed in the request section) and expects a response which is demod in the response section. Based on the response, next set of actions for the call will be executed.
<script>
HEADERS
________________________________________
X-API-Key
some-random-uuid-comes-here
BODY formdata
________________________________________
</script>
POST End call examplehttps://your-ziwo-api.aswat.co/callTrackers/example/endCall
This endpoint makes a dummy request (nothing will be stored in the db) which demonstrates how the end call url has to be implemented in the integrations. In reality, this API will be outside stark, when there is an incoming call completion, Stark makes request to this (as detailed in the request section) and expects a response which is demod in the response section. Once this url receives the request with call details integration can make necessary actions.
<script>
HEADERS
________________________________________
X-API-Key
some-random-uuid-comes-here
Content-Type
application/json
BODY raw
________________________________________
</script>
Step 3: When a call lands as an incoming call through one of the DID numbers configured, the platform can request an external web service to fetch the list of rules - e.g. Call 061234567 for 10 seconds and if the call fails or is not answered then route the call to another number 047654321 etc. There can be n-number of rules and each rule can have its own timeout value. When the call ends, the CDR is also posted to the external service defined when creating the call tracker.
Step 4: Each call tracker request can have a voicemail feature where in if the call is not answered by any of the numbers set then the call is sent to a voicemail server. This feature can be controlled by a flag.
Step 5: All the logs for both start call and end call can be fetched as well. There are different type of requests possible for this module, as listed below
Get the list of call trackers Get a specific call tracker Create a call tracker Update a call tracker Block a call tracker Unblock a call tracker Delete a call tracker Get logs for a call tracker
GET Get Call Trackershttps://your-ziwo-api.aswat.co/admin/callTrackers/?limit=1&skip=0&search&order
This endpoint retrieves all the call trackers.
limit
1
Number of items to be retrieved (max limit allowed is 50). It is recommended to use paginated results using limit and skip than fetching all in a single request
skip
0
Number of items to be skipped before applying limit (default is 0)
search
Filter items by keyword
order
Sort by a specific field (Prefix ~ for reversed order, eg: order=~did)
Example Request
Success
curl --location --request GET "https://your-ziwo-api.aswat.co/admin/callTrackers/?limit=1&skip=0&search&order" \
--header "access_token: b10c6840-a9e7-11e8-8476-8d2a2f09b159"
<script>
HEADERS
________________________________________
access_token
b10c6840-a9e7-11e8-8476-8d2a2f09b159
BODY urlencoded
________________________________________
</script>
name
calltracker-01
Name of the call tracker.
startRequestURL https://ct.example.com/start.php
The webservice to call during the call start, this URL should respond with the rules in a certain structure which Stark can understand and process the call accordingly.
startRequestAPIKey
If the call tracker requires an authenticated request then the platform will send the request with X-API-KEY in the headers
startRequestTimeout
10000
The number of milliseconds to wait for request to startUrl.
endRequestAPIKey
The API Key to be passed from Stark to this end url, if it needs a key based authentication to ensure request is coming from Stark and nowhere else.
endRequestTimeout
10000
The number of milliseconds to wait for request to endUrl.
welcomePlayback
Music to play as a welcome music when the call lands to the platform (provide only the storage hash)
errorPlayback
Music to play if an error occurs while requesting the call tracker server (provide only the storage hash)
<script>
HEADERS
________________________________________
access_token
b10c6840-a9e7-11e8-8476-8d2a2f09b159
BODY urlencoded
________________________________________
startRequestURL
</script>
https://ct.example.com/start.php
The webservice to call during the call start, this URL should respond with the rules in a certain structure which Stark can understand and process the call accordingly.
startRequestAPIKey
If the call tracker requires an authenticated request then the platform will send the request with X-API-KEY in the headers
startRequestTimeout
10000
The number of milliseconds to wait for request to startUrl.
endRequestAPIKey
The API Key to be passed from Stark to this end url, if it needs a key based authentication to ensure request is coming from Stark and nowhere else.
endRequestTimeout
10000
The number of milliseconds to wait for request to endUrl.
welcomePlayback
Music to play as a welcome music when the call lands to the platform (provide only the storage hash)
errorPlayback
Music to play if an error occurs while requesting the call tracker server (provide only the storage hash)
fromDate
2015-01-01
Optionally filter by from date.
toDate
2017-01-01
Optionally filter by to date.
fetchStart
0
This is use to paginate the result set e.g. setting fetchStart=30 means it will output the result set from the 30th log.
fetchStop
50
This is the number of records to fetch per page for pagination. e.g. setting fetchStop=100 will fetch 100 logs from the starting point as fetchStart
callTrackers[]
1
Optionally filter by call tracker ids.
BODY formdata
________________________________________
Example Request
Get Call Tracker Request Logs
curl --location --request GET "https://your-ziwo-api.aswat.co/admin/ callTrackers/logs?fromDate=2015-01-01&toDate=2017-01-01&fetchStart=0&fetchStop=50&callTrackers%5B%5D=1" \
--header "access_token: b10c6840-a9e7-11e8-8476-8d2a2f09b159"
PUT Test Call Tracker https://your-ziwo-api.aswat.co/admin/callTrackers/2/test
This endpoint is to test the call tracker setup. This endpoint initiates requests to start and end url with dummy callId and other required informations. This API also returns the status of the test.
<script>
HEADERS
________________________________________
access_token
b10c6840-a9e7-11e8-8476-8d2a2f09b159
BODY urlencoded
</script>
Contactez les prospects au bon moment et engagez-les sur tous les canaux. Le logiciel Zoho CRM aide les entreprises de toutes tailles à conclure plus d’affaires de manière plus intelligente.
Vous pouvez maintenant intégrer Ziwo au CRM ZOHO pour améliorer l’efficacité de votre équipe de vente. Vous pouvez voir ci-dessous comment votre entreprise pourrait bénéficier des deux systèmes pour améliorer sa réponse aux appels, rationaliser le flux d’appels et, in fine améliorer la performance des équipes de vente grâce à l’intégration transparente de fonctions clés telles que Click to Call, Pop up et Wrap up
You can now Integrate Ziwo with Freshdesk to optimally use the CRM software, improving the efficiency of your sales team.
See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance with seamless integration of key features such as Click to Call, Pop up and Wrap up.
Microsoft Dynamics is a line of enterprise resource planning (ERP) and customer relationship management (CRM) software applications.
You can now Integrate Ziwo with Microsoft Dynamics to take your business to the next level. See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance with seamless integration of key features such as Click to Call, Pop up and Wrap up
Vous pouvez maintenant intégrer Ziwo à BITRIX, un CRM très efficace conçu spécialement pour les petites entreprises afin d’améliorer de manière optimale l’efficacité de votre équipe de vente. Vous pouvez voir ci-dessous comment votre entreprise pourrait bénéficier des deux systèmes pour améliorer sa réponse aux appels, rationaliser le flux d’appels et, in fine améliorer la performance des équipes de vente grâce à l’intégration transparente de fonctions clés telles que Click to Call, Pop up et Wrap up
Ziwo peut s’intégrer de manière transparente avec le CRM immobilier leader aux Emirats Arabes Unis pour améliorer l’efficacité de votre équipe de vente. Vous pouvez voir ci-dessous comment votre entreprise pourrait bénéficier des deux systèmes pour améliorer sa réponse aux appels, rationaliser le flux d’appels et, in fine améliorer la performance des équipes de vente grâce à l’intégration transparente de fonctions clés telles que Click to Call, Pop up et Wrap up
Microsoft Dynamics est une gamme d’applications logicielles de planification des ressources d’entreprise (ERP) et de gestion de la relation client (CRM).
Vous pouvez maintenant intégrer Ziwo à Microsoft Dynamics pour faire passer votre entreprise au niveau supérieur. Vous pouvez voir ci-dessous comment votre entreprise pourrait bénéficier des deux systèmes pour améliorer sa réponse aux appels, rationaliser le flux d’appels et, in fine améliorer la performance des équipes de vente grâce à l’intégration transparente de fonctions clés telles que Click to Call, Pop up et Wrap up
Vous pouvez maintenant intégrer Ziwo à Freshdesk pour utiliser de manière optimale le logiciel CRM et améliorer l’efficacité de votre équipe commerciale.
Vous pouvez voir ci-dessous comment votre entreprise pourrait bénéficier des deux systèmes pour améliorer sa réponse aux appels, rationaliser le flux d’appels et, in fine améliorer la performance des équipes de vente grâce à l’intégration transparente de fonctions clés telles que Click to Call, Pop up et Wrap up
Vous pouvez maintenant intégrer Ziwo à SugarCRM pour utiliser de façon optimale le logiciel CRM, améliorant ainsi l’efficacité de votre équipe de vente. Vous pouvez voir ci-dessous comment votre entreprise pourrait bénéficier des deux systèmes pour améliorer sa réponse aux appels, rationaliser le flux d’appels et, in fine améliorer la performance des équipes de vente grâce à l’intégration transparente de fonctions clés telles que Click to Call, Pop up et Wrap up
Vous pouvez désormais intégrer Ziwo à Salesforce pour utiliser de manière optimale le logiciel CRM et améliorer l’efficacité de votre équipe commerciale. À l’aide de Cloud Concept, spécialiste de l’intégration CRM dans le cloud, nous fournissons une intégration transparente de ZIWO dans Salesforce.
Voir ci-dessous, comment votre entreprise pourrait tirer parti des deux systèmes pour améliorer la réponse aux appels, rationaliser le flux des appels et, en définitive, améliorer les performances de l’équipe commerciale.
Tirez le meilleur parti de Salesforce avec l’implémentation ZIWO par Cloud Concept
Implémentation de ZIWO par Cloud Concept
Salesforce est une référence dans le monde des logiciels de gestion de la relation client (CRM), choisis par plus de 150 000 clients dans le monde entier, il améliore l’efficacité des équipes de vente de PME et de marques renommées de tous les secteurs.
Aswat et Cloud Concept, spécialiste de l’intégration CRM dans le Cloud, proposent désormais une intégration transparente de ZIWO, le centre de contacts en nuage d’Aswat dans Salesforce.
Voir ci-dessous, comment votre entreprise pourrait tirer parti des deux systèmes pour améliorer la réponse aux appels, rationaliser le flux des appels et, en définitive, améliorer les performances de l’équipe commerciale.
ZIWO + Salesforce, un mariage parfait
Connexion automatique
Oubliez les comptes multiples et la connexion au système.
En vous connectant à votre compte Salesforce, vous êtes prêt à passer et à recevoir des appels.
Disponibilité
Modifiez votre statut en un clin d’œil, ZIWO adapte le routage des appels à des scénarios spécifiques.
Transférez vers une messagerie vocale, un numéro de téléphone mobile ou le prochain collègue disponible.
Rencontrez des clients, assistez à des réunions d’équipe ou prenez une pause-café sans vous soucier des appels manqués.
Cliquer pour appeler
Passer des appels n’a jamais été aussi simple. Cliquez simplement sur le numéro de téléphone d’un client ou d’un responsable dans Salesforce et demandez à ZIWO de passer l’appel pour vous.
Si vous devez passer un appel manuellement ou utiliser votre RVI de contact, il suffit de déplier l’onglet du téléphone pour afficher le pavé numérique ZIWO.
Transfert d’appel
Recherchez votre contact dans le répertoire Salesforce ou transférez-le vers un numéro externe directement à partir du pavé numérique ZIWO en quelques clics. Si vous avez besoin de discuter du cas avec le tiers avant de transférer l’appel, sélectionnez simplement l’option et c’est terminé. Vous pouvez ensuite valider le transfert et raccrocher en toute sécurité.
Écran pop
ZIWO gère vos appels entrants, en les acheminant depuis un DID spécifique ou via un système de RVI. Lorsqu’un représentant commercial reçoit un appel, le numéro de l’appelant est envoyé à Salesforce pour afficher la fiche client et fournir toutes les données disponibles en un coup d’œil.
Enregistrement d’appel
Souhaitez-vous examiner les appels ou régler un différend avec un client ? ZIWO fournit des liens MP3 dans les journaux des appels pour télécharger un appel spécifique ou écouter une conversation passée. Un excellent outil pour améliorer la formation des représentants commerciaux ou réécouter ce moment dont vous avez peut-être du mal à vous souvenir.
Commentaires sur l’appel
N’oubliez jamais ce dont vous avez discuté avec un prospect en entrant un court commentaire directement dans le pavé numérique ZIWO. Les commentaires d’appel sont ajoutés à votre journal des appels et à l’activité de votre client.
Journaux des appels
Chaque appel entrant ou sortant est enregistré dans Salesforce et attaché à la fois à l’activité du représentant commercial et à la fiche client. En cas de nouveau contact, une nouvelle fiche de contact peut être automatiquement générée pour être complétée à tout moment.
When you receive a call in ZIWO, ZENDESK displays the related customer account or creates a new one if necessary.
Call recording
After each call, ZIWO attaches a call log and voice recording in a ticket linked to the customer account
Active tab
ZIWO identifies the active ZENDESK tab with a greyed/colored icon, simply click it to switch tab
Bitrix
Ziwo & Bitrix
You can now Integrate Ziwo with this super efficient CRM BITRIX specially designed for small business to optimally improve the efficiency of your sales team. See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance with seamless integration of key features such as Click to Call, Pop up and Wrap up
Reach out to prospects at the right moment and engage them across every channel. Zoho CRM software helps businesses of all sizes close more deals the smarter way.
You can now Integrate Ziwo with ZOHO CRM to improve the efficiency of your sales team. See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance with seamless integration of key features such as Click to Call, Pop up and Wrap up
Ziwo can seamlessly integrate with UAE’s leading real estate CRM to improve the efficiency of your sales team. See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance with easy integration of key features such as Click to Call, Pop up and Wrap up
You can now Integrate Ziwo with SugarCRM to optimally use the CRM software, improving the efficiency of your sales team. See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance with seamless integration of key features such as Click to Call, Pop up and Wrap up
You can now Integrate Ziwo with Salesforce to optimally use the CRM software, improving the efficiency of your sales team. Using Cloud Concept, a cloud-based CRM integration specialist, we are providing a seamless integration of ZIWO, in Salesforce.
See Below, how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance.
Get the best of Salesforce with ZIWO implementation by Cloud Concept
ZIWO implementation by Cloud Concept
Salesforce is a reference in the world of customer relationship management software (CRM), chosen by over 150,000 customers worldwide, improving the efficiency of sales team from SMBs as well as renowned brands in all industries.
Aswat and Cloud Concept, a cloud-based CRM integration specialist, are now providing a seamless integration of ZIWO, Aswat cloud-based contact center in Salesforce.
In this presentation, we will detail how your company could benefit from both systems to improve call response, streamline call flow and ultimately sales team performance.
ZIWO + Salesforce, a Perfect Match
Auto login
Forget about multiple accounts and system login.
By logging into your Salesforce account, you are ready to place and receive calls.
Availability
Change your status on the fly, ZIWO adapts call routing to specified scenarios.
Route to a voicemail, mobile phone number or the next available colleague.
Meet customers, attend team stand up meetings or have a coffee break without worrying about lost calls.
Click to Call
Placing calls has never been that simple. Simply click the telephone number of a customer or lead in Salesforce and get ZIWO to place the call for you.
Should you need to manually place a call or use your contact IVR, simply unfold the phone tab to reveal ZIWO dial pad.
Call Transfer
Search your contact in Salesforce phonebook or transfer to an external number directly from ZIWO dial pad in a couple of clicks.
Would you need to discuss the case with the third party before transferring the call, simply select the option and you’re done.
You can then validate the transfer and hang up safely.
Screen pop
ZIWO handles your inbound calls, routing calls from specific DID or through IVR.
When a sales representative receives a call, caller’s number is sent to Salesforce to display the customer sheet and provide all available data in a glance.
Call recording
Do you want to review calls or clear a dispute with a customer, ZIWO supplies MP3 links in call logs to download any specific call or listen to past conversation.
A great tool to improve sales representative training or listen again to that moment you may not clearly remember.
Call comments
Never forget what you discussed with a lead by entering a short comment directly in ZIWO dial pad.
Call comments are added to your call log and customer activity.
Call logs
Each call, in or outbound is logged in Salesforce and attached to both the sales representative activity and the customer sheet.
In case of a new contact, a new contact sheet can be automatically generated to be completed at any time.