Welcome to Ask the Experts, brought to you by CloudServicesUniversity.com. In this video, Intelisys’ Cloud Evangelist Brandon Knight discusses the benefits of integrating CCaaS solutions with a customer’s existing UCaaS or PBX system with Talkdesk’s Jesse Dailey. Learn more about CCaaS solutions from the Talkdesk team here: https://cloudservicesuniversity.com/supplier-directory/talkdesk/
| Brandon: | All right guys. We’re doing something a little different here. We’re actually doing our Ask the Experts session in the studio. I have Jesse Dailey with me here from Talkdesk. How are you doing? |
| Jesse: | Doing terrific. Thank you. |
| Brandon: | All right, good. Well, welcome to the studio. Thanks for coming by and hanging out with us. |
| Jesse: | Of course. |
| Brandon: | We’re going to talk integrations, guys, with the UCaaS and CCaaS. I want to specifically talk to Talkdesk because in our certification, we talk about the integrations and some of the bolt-ons. But the beautiful thing about Talkdesk is because of their platform, it doesn’t really matter what PBX, what UCaaS the customer is running. Talk to us a little bit about that. How do you guys lay that on? |
| Jesse: | Yeah. I think the first thing to look at is UCaaS and CCaaS have very different functions, where UCaaS is about having every phone number light up, dial tones, integration within the company. CCaaS is all about customers that are calling in, IVRs, routing, integrations, voice analytics. There’s a lot more functions in there. Typically, when we approach it, we’re looking at the customer’s use case and then integrating with their existing technology. Typically, they have a CRM that we want to integrate with and a PBX. We have APIs and things that will help with that. |
| Brandon: | Let’s take the approach that you do get an API integration with someone’s existing PBX or existing UCaaS. |
| Jesse: | Right. |
| Brandon: | What kind of benefits would that give them by having it integrated? |
| Jesse: | Well, I mean the most common scenario is somebody calls in through the contact center and you need to reach an expert somewhere else within the company. In that scenario, what you’re going to do is look at your list of other people in the company and dial out to them. By having everything synced together, you can see the presence that that person has and you can see basically a company directory of other people to contact. That’s a very common scenario. |
| The alternative scenario is somebody calls into a sales team through the UCaaS system and you want to send them off to support or services or something like that. In that event, you want to have a number that’s set up as a hunt group where you could contact all those individuals. | |
| Brandon: | Ah, awesome. |
| Jesse: | The integration doesn’t have to be all that complex because there’s a couple basic sync points–presence and company directory. |
| Brandon: | I want to end this segment with one thing, because we talk in our certification about integrations and sometimes the professional services associated with that. And we try to set realistic expectations because I want these partners out selling and I don’t want them to create a sale that’s going to be a problem when you get involved. |
| Jesse: | Right. |
| Brandon: | If someone has their own PBX system already, they’re not looking to get rid of it. They have their own UCaaS. |
| Jesse: | Right. |
| Brandon: | We’re just going to layer on top. Does that add any time? Does that shorten the time? What’s an implementation of that kind of look like? |
| Jesse: | Yeah. You know, like I said, it doesn’t have to be all that complicated. We’re talking about some very simple database syncing, depending on the technology that you’re working with. Like I said, these are things that are typically accessible through APIs so we would come and work with our professional services to get that working. |
| Brandon: | Perfect. Perfect. All right. Not too painful, right? |
| Jesse: | Yeah. This is good. |
| Brandon: | It wasn’t bad. All right. Well, thanks for stopping by. |
| Jesse: | Great. |
| Brandon: | Guys, it’s important that when you’re out there talking to customers about the existing UCaaS that they may have, that you don’t necessarily have to go to them and say, “If you get this, you have to get that.” We have great partners like Talkdesk that will layer on top of whatever is out there and they have the resources to help you get that done. If you want to find out more about Talkdesk, please check them out on iCSU. |
