Integrations

Built to deliver maximum value

Our UCaaS platform offers a number of integrations with other essential applications for you and your employees.

TelCom USA INTEGRATIONS: OVERVIEW

TelCom USA provides a number of integrations with other essential business applications to help streamline communications and workflows for you and your employees. Adding new and innovative integrations is an ongoing part of the TelCom USA platform’s evolution and a high-priority focus for our entire team.

We welcome your feedback about the platform’s current integrations as well as suggestions and requests for future enhancements.

Current Integrations

The following integrations have been developed by TelCom USA, for use with our UCaaS solutions:

Salesforce.com

Microsoft Outlook

URL Agent

Microsoft Teams

This integration will enable calls from Microsoft Teams using the TelCom USA Call Control Platform, allowing Teams users to stay inside of the platform and have the native experience.
Features: Leverage TelCom USA to make and receive calls inside of Teams and take advantage of TelCom USA proven and reliable PBX features.
Supported Version: Microsoft E5 license or other Microsoft licenses with the Phone System Add-on.

Custom Contact Center Integrations

We’ve created a number of integrations for our Contact Center customers to connect seamlessly with their CRM system. They are:

Salesforce.com

ZenDesk

ZOHO

Datto AutoTask

Compass

Shopify

Kaseya BMS

URL Agent

Terminology

API (Application Programming Interface): Code/functions that allow data access to 3rd party database

WebAPI: A type of API that allows secure access via public internet (i.e. SOAP, REST, HTTPS, etc.)

CRM: Customer Relationship Management system (i.e. Zendesk, Salesforce, etc.)

CRM Data Pop: The ability to import data from the CRM and display it on the agent desktop at call start:

This is our standard option available for any CRM that has API search by phone number
Can also be used to display a URL that allows agent to click-to-pop CRM screen

CRM Screen Pop: The ability to open the actual CRM screen on the agent desktop at call start:

Depends on CRM capability; requires parameterized URL with CRM open on the desktop and already authenticated/logged in

CRM Update: ability for CC to ‘insert/update’ data directly into the CRM database (i.e. call detail, notes, etc.)

We welcome your feedback about the platform’s current integrations as well as suggestions and requests for future enhancements.

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