With PortaOne Workflows, you have the ability to stand out from the cloud PBX provider crowd by differentiating your service offerings and enhancing your customers’ call management capabilities. And now that business edge has become sharper than ever through advances in AI and CTI (“computer telephony integration” – linking call center telephony systems to other business platforms) combined with low- and no-code environments, data synchronization, and value-added services (VAS).
This webinar, originally held in May 2024, demonstrates exactly how you can leverage PortaOne Workflows as a catalyst for creating these unique and engaging customer experiences. Read the highlights from the webinar below or watch the full recording to learn how to create unique custom provisioning integrations that enhance your services with AI and unite them with your customer’s CRM, billing, and accounting platforms.
You’ll learn how to:
- Differentiate your product with smart efficiency tools that can help businesses reduce admin and improve their customer experience
- Integrate AI and CTI for unique, compelling, and sticky offerings
- Utilize low-code/no-code environments for simple customized applications
- Add new features and services on-demand via the PortaOne Add-on Mart
Webinar Highlights
The PortaOne Workflows webinar kicks off with an overview of this powerful iPaaS solution. Workflows is the “workhorse” that supports customized back-office integrations. Powered by Boomi, it allows you to synchronize data and combine multiple products into a single solution, either with your own unique configurations or by using pre-existing PortaOne integrations as a template, all without the need for expensive developer resources.
Existing use cases for PortaOne Workflows
Before diving into some of the newer, AI-based opportunities that lie in PortaOne Workflows, PortaOne integration engineer Sergii Kirik and director of strategic alliances and channel sales Klaus Haertel offer a few current use cases to demonstrate the flexibility of the platform:
- CRM and billing integration: Many PortaOne users are already benefiting from integrating CRM systems like Zoho, HubSpot, and Salesforce with the PortaBilling real-time billing and charging engine to simplify their customer management and billing processes.
- Accounting integration: PortaOne Workflows streamlines the transfer of billing data to accounting systems such as QuickBooks and Xero to facilitate invoicing and payment reconciliation, saving time and reducing errors.
- Provisioning actions: The platform is extensively used in mobile core provisioning to enable the seamless creation and synchronization of new accounts and services, and for efficient provisioning in fixed-line operations.
- Value-added services (VAS): One of the standout features of PortaOne Workflows is its low-code/no-code capabilities. This makes it possible to create highly customized, specialized portals and services for specific customer segments, which are often not otherwise economically viable with traditional coding.
PortaOne Workflows as a tool for combining AI with CRM and CTI
The rise of AI has extended the opportunity that lies in integration even further. By integrating AI tools with computer telephony integration (CTI), CRM, and the PortaSwitch backend, you can set yourself up to offer unique, intelligent solutions that will allow your enterprise clients to simplify their processes and provide a personalized and efficient customer experience. (In other words: it enables valuable upsell opportunities.)
Via a real-time demo, Sergii Kirik illustrates how AI and CTI integration can create custom services with powerful, time-saving results. Using the example of a manager selling solar panels, he walks webinar participants through the steps of the AI and CRM-assisted interaction:
- Outgoing call integration: Every time the sales manager makes an outbound call, that call triggers an automated association between him and the customer he is dialing.
- Incoming call handling: When that customer later calls the company’s DID number, PortaOne Workflows uses this CRM data to identify the caller and play a personalized AI-generated message that is relevant to their needs. Then, the call is routed automatically to the sales manager who is overseeing the customer relationship.
In the final part of the demo, Sergii demonstrates how to use PortaOne Workflows to create a simple IVR (interactive voice response) application.
Additional Updates and Resources
To close the webinar, Klaus Haertel shares some exciting news about new additions to the PortaOne Add-on Mart, as well as some new PortaOne partnerships.
- New modules on the Add-on Mart:
- REST API for charging, which wraps Radius or Diameter in a developer-friendly REST interface
- Customizable invoice design using external services like CraftMyPDF
- AI-facilitated speech-to-text for enhanced call transcriptions using the OpenAI Whisper engine
- New PortaOne partnerships:
- Helios (Powered by CloudFon): An omni-channel customer experience platform
- PressOne: A CRM dialer for HubSpot and Zoho marketplaces
Want to learn more about what you can do with PortaOne Workflows? Visit our comprehensive YouTube playlist for detailed tips, insights, and webinars.
Meanwhile, if you would like to talk with our team about how you could apply the benefits of PortaOne Workflows to your specific business, please get in touch. We are always happy to chat.
