Lightning Talk: Keep Calm and Stay in VOIP Context

by Yevhenii Yevtushenko

The video titled 'Lightning Talk: Keep Calm and Stay in VOIP Context' features Yevhenii Yevtushenko, a software web developer at HomeDay, discussing the implementation of a streamlined communication system for CRM agents in the real estate sector. The central focus of the talk is on how to effectively manage client calls within their CRM system without the inefficiencies of toggling between multiple applications. Key points include:

Challenge of Context Switching: HomeDay's CRM agents were facing difficulties due to having to handle calls in a separate window (similar to ZipGate) from their main application, causing constant context switching, which was time-consuming and inefficient.
Introduction to VoIP: The video introduces Voice over IP (VoIP) as a solution for managing calls efficiently.
Utilization of TML: Yevhenii discusses the decision to implement TML (Telephony Markup Language) to facilitate the integrated handling of calls. TML allows CRM agents to define actions for VoIP events, thus providing a more seamless experience.
Demo of the System: A demonstration of the new system showcases its interface. When a call is received, it appears in the bottom left corner, keeping the current client in context. Agents can accept calls while remaining in the single application interface, where they have access to all pertinent information.
Integration with Workflow: The system allows agents to take notes during the call and auto-populates these notes into a wrap-up form post-call, ensuring that agents do not have to re-enter information, thereby enhancing workflow efficiency.

In conclusion, this implementation of VoIP and TML significantly reduces the hassle of context switching for CRM agents, ultimately improving their operational efficiency and effectiveness when handling client calls. Yevhenii encourages viewers to contact him for any further inquiries regarding the system.

This talk, delivered at Ruby Unconf 2019, highlights the importance of integrating technology into human workflows to improve performance in customer service roles.

00:00:06.729 Hi, my name is Yevhenii Yevtushenko. I'm a software web developer at HomeDay, and here's my story about how I helped our CRM agents stay in context during their job.

00:00:11.120 Every client-oriented system usually faces the issue of handling calls from clients. HomeDay faced this issue as well. HomeDay is a real estate platform that helps realtors manage their appointments, close deals, and assist clients in getting better prices.

00:00:15.440 At HomeDay, we needed a good CRM platform for real estate agents. Agents often call our support team, which means we needed a system to effectively handle those calls.

00:00:20.949 This brings us to VoIP, or Voice over IP. The problem was that calls were usually handled by a system similar to ZipGate, where you have a separate window open alongside your main application.

00:00:26.390 When you receive a call, you accept it within that separate window and then switch back to your main application to fill in the details. This constant switching of context was cumbersome. We wanted to research a solution that would allow agents to remain within a single window of their application while handling calls, avoiding the need to toggle between systems like ZipGate.

00:01:09.630 We aimed to find an existing solution that could streamline this process, ultimately settling on a solution utilizing TML, or TML (Telephony Markup Language). TML is a simple markup language that helps you specify actions in response to VoIP events. For instance, it specifies what to do when you receive calls or SMS messages within your application, connecting VoIP actions to specific endpoints.

00:01:53.120 The configuration is user-friendly, as you just need to define the endpoint that TML should call when certain actions occur, such as receiving a call. I’ll now show a demo of the system we built leveraging TML. In our CRM system, when a call is received, it pops up in the bottom left corner of the screen, displaying the current client in context.

00:02:27.920 The agent can accept the call or grab it from the queue. Once on the call, the agent remains in the same window where they have all the details about the real estate. They can navigate through different tabs to find necessary information during the call. For example, if they need to note the renovation date during the conversation, they can do so without switching contexts.

00:03:00.770 Once the call concludes, our requirement is for agents to finalize the call with a wrap-up form. This form captures details regarding the property discussed during the call, such as its location or responsible agent. They fill in the call outcome and reason while remaining in the same window.

00:03:39.530 The notes taken during the call automatically populate the wrap-up so that the agent doesn’t need to re-enter them. This seamless integration allows agents to avoid switching back and forth between different software, keeping all relevant information in one view.

00:04:11.239 Thank you for your time! Feel free to contact me if you have any questions.