VoipDrupal & CiviCRM [#1200366]

suggested use-case:

integration of the VoipDrupal with CiviCRM mod;
say a caller (a customer) calls through VoipDrupal, the Call-Centre operator (a Drupal admin/moderator) would answer the call while the CiviCRM has auto opened the caller's account profile on screen (everything ready for servicing the customer).

This type of CRM behavior is available in most advanced CRM/IVR/Call Centre systems. Perhaps integrating the VoipDrupal with CIviCRM will make this a reality in Drupal.

All these were just some simple thoughts
Please add more thoughts, let see what the possibilities can be....?

Comments

Comment #1

MacRonin CreditAttribution: MacRonin commented 25 October 2011 at 01:28

Depending on what other systems it was integrated with I could see non-profits looking at user specific functions like

- user calls in to confirm attendance at upcoming events
- using credit-card for automated donations via phone touch pad
- outgoing calls to remind people of upcoming events
- inbound/outbound user polls
- outbound announcement calls from pulled user list. Similar to CiviMail but making calls instead of sending emails.

Comment #2

MacRonin CreditAttribution: MacRonin commented 31 December 2011 at 03:57

I just wanted to mention two MIH ("Make It Happen") initiatives at CiviCRM that might be of interest. Not sure how easy it might be for DrupalVOIP to become part of them (since they officially support more than just Drupal), but it is worth a shot. It's possible that the end users would be happy with a Drupal only solution. Personally I use CiviCRM with Drupal (not Joomla or WordPress) so I'd be happy :-) The CiviSMS initiative is probably the better match

CiviSMS - http://civicrm.org/mih#sms

Support for SMS blasts and interactions, targeting the following features:

Broadcast an SMS message with token support to a group of contacts via workflows similar to Send Email and CiviMail
Collect responses from the above message and associate it with the message and the sender
Validate and store the response as a survey answer
Integrate with multiple SMS gateways - ClickaTell, Twilio and Tropo

====
CiviMobile - http://civicrm.org/mih#mobile

CiviCRM for mobile devices. This includes iPhone, Android, iPad, Blackberry and more. This version will include the ability to view/search contacts and see most of the details of each contact. It will also have the ability to create/edit contacts, and handle event attendee check-in.

Comment #3

leoburd CreditAttribution: leoburd commented 4 January 2012 at 01:30

Hello MacRonin, thanks for the suggestions!

It would be awesome to integrate VoIP Drupal with CiviCRM!

I think our tools might be useful for, among other things,
* CiviMobile, to handle event attendee check-in and more via regular phones
* CiviSMS, to support blasts and facilitate interactive dialogs (polls, etc) over SMS, IM and even touch tone phones
* renewal reminders via all the different channels mentioned above

What would be the best way to promote VoIP Drupal to the CiviCRM community? I also like the idea of implementing a version of VoIP Drupal for Joomla and WordPress...

Best,

Leo

Comment #4

MacRonin CreditAttribution: MacRonin commented 4 January 2012 at 01:55

A good starting point would probably be to join the conversation surrounding both of these initiatives. The community has already expressed a strong interest in both projects and is working towards funding the development of them. By participating in those discussions you already have an audience that is interested in the issues. You might even be able to become part of the paid development team so you can spend even more time on VOIP Drupal and still eat :-)

There should be threads and issues already in the Forum and the issue tracker where people talked about what they were looking for and how the projects might be implemented. There were probably ideas that got bypassed because it was thought to be to much work. Now if VOIP Drupal happened to address some of those ideas :-) even more functionality could be included without raising the significantly.

Comment #5

MacRonin CreditAttribution: MacRonin commented 21 January 2012 at 01:57

http://wiki.civicrm.org/confluence/display/CRM/CiviSMS+-+Specification

A spec currently under construction (last edit Jan 17th, 2012)

CiviSMS - Specification / Added by Donald A. Lobo, last edited by Tim Otten on Jan 17, 2012 (view change)

Project Description

This feature will add two way SMS integration to CiviCRM. SMS will have similar functionality to Email send. You can send SMS to a limited set of contacts or do an SMS blast to a larger set of contacts similar to CiviMail. We will also handle reply back and attach the replies to an activity and/or allow an admin to respond to the SMS.