How our customers use Twilidoo

Real use cases

​In today's fast-paced business environment, effective communication is crucial for success. Twilidoo offers an innovative Enterprise IP-PBX solution that is entirely built on Odoo, providing businesses with a comprehensive telephony system designed to enhance productivity and streamline operations. 

Key Features

Odoo WebRTC Phone

With the Odoo WebRTC phone, users can make and receive calls directly from the Odoo interface. This feature eliminates the need for additional hardware, allowing employees to communicate effortlessly from their web browsers. The intuitive design ensures that users can initiate calls without leaving the Odoo platform, making it easier to stay connected and responsive.

SIP Account Management

Twilidoo’s Enterprise IP-PBX includes robust SIP account management, enabling businesses to connect external softphones and hardphones effortlessly. Users can easily configure and manage SIP accounts, facilitating seamless integration with existing telephony systems. This flexibility ensures that employees can use their preferred devices while maintaining high-quality communication standards.

One-Click Calling

Twilidoo streamlines the calling process with its one-click calling feature, available directly from the Partner form and CRM lead form in Odoo. This functionality allows users to connect with clients and leads instantly, reducing the time spent navigating between different applications and enhancing overall efficiency.

IVR (Call Flow)

The Integrated Voice Response (IVR) system within Twilidoo provides customizable call flows to guide callers to the right department or information. This feature enhances customer experience by ensuring that calls are handled promptly and efficiently, reducing wait times and improving satisfaction.

Simple Call Queue

Twilidoo's call queue feature allows businesses to manage incoming calls effectively. Calls can be placed in a queue, ensuring that they are answered in the order they are received. This system helps reduce missed calls and ensures that every customer receives the attention they deserve.

Call Recordings

With Twilidoo, businesses can record calls for training and quality assurance purposes. This feature allows teams to review conversations, ensuring compliance with company policies and helping to improve service delivery. Call recordings are easily accessible through the Odoo interface, making it simple to retrieve and analyze past interactions.

Call Transcript and Automated AI Call Summary

Twilidoo leverages advanced AI technology to provide automated call transcripts and summaries. After each call, users receive a detailed transcript and a concise summary, allowing them to quickly review key points and follow up on important matters. This feature enhances productivity by providing teams with the information they need at their fingertips.

Voicemail

The voicemail feature ensures that no important messages are missed, even when employees are unavailable. Calls that go unanswered can be redirected to voicemail, allowing callers to leave messages that can be reviewed later. Voicemails are integrated with the Odoo system, enabling easy access and management.

Conclusion

Twilidoo's Enterprise IP-PBX solution offers a comprehensive suite of features that revolutionize business communication. 

By integrating telephony with the Odoo platform, businesses can enhance productivity, streamline operations, and improve customer satisfaction. 

With features like WebRTC phone capabilities, SIP account management, one-click calling, and advanced AI functionalities, Twilidoo provides a powerful telephony solution tailored to meet the needs of modern enterprises. 

Embrace the future of communication with Twilidoo and take your business to new heights!

Problem Overview

In a fast-paced customer support environment, especially one that operates 24/7, timely responses are crucial for maintaining customer satisfaction. 

For a customer support department utilizing the Odoo Helpdesk, the submission of a new ticket by a customer demands immediate attention. 

When a ticket is submitted, someone from the support team must acknowledge it and be assigned as the responsible party. 

Additionally, recording the time of ticket acceptance is essential for quality assurance and control. 

However, with the support team working around the clock, the challenge arises when tickets are submitted during night hours, potentially leaving team members asleep and unresponsive to customer needs.

Solution: Twilidoo CallOut Feature

To address this challenge, the Twilidoo CallOut feature has been implemented. This solution ensures that when a new ticket is created, all support team members are called sequentially on their mobile phones. 

Each team member receives an Interactive Voice Response (IVR) menu that provides two options: to accept the ticket or to ignore it. If a team member chooses to ignore the ticket or does not answer the call, the system automatically proceeds to dial the next available team member until someone accepts the ticket.

Importance of Mobile Notification

Given the 24/7 nature of the support center, utilizing mobile phones for notifications is critical. Many team members may be asleep or otherwise unavailable at night when new tickets come in. 

The Twilidoo CallOut feature allows for immediate outreach to team members' mobile phones, ensuring that even during off-hours, customer inquiries are promptly acknowledged. This capability is vital in maintaining high standards of service and ensuring that no customer issue goes unattended, regardless of the time of day.

Achieving Business Goals

By employing the Twilidoo CallOut feature, the customer support department can achieve several critical business goals:

  • Enhanced Responsiveness: The immediate dialing of support team members ensures that customer tickets are acknowledged quickly, reducing response times and enhancing customer satisfaction.
  • Improved Accountability: The system captures the time when the ticket is accepted, providing a clear audit trail for quality assurance. This data can be used to monitor team performance and adherence to service level agreements (SLAs).
  • Optimal Resource Utilization: The CallOut feature allows the team to effectively utilize available resources, ensuring that every ticket receives attention without overloading any single team member.
  • Reduced Missed Opportunities: By systematically dialing team members until a ticket is accepted, the likelihood of missing customer inquiries is significantly reduced, thereby improving customer retention rates.
Additional Features and Use Cases

The Twilidoo CallOut feature can be further enhanced with additional functionalities to maximize its effectiveness:

  • Customizable IVR Menus: The ability to create tailored IVR menus for different types of tickets can streamline the acknowledgment process even further, directing tickets to the most appropriate team member based on predefined criteria.
  • Escalation Procedures: In cases where no team member accepts the ticket within a specified timeframe, the system can automatically escalate the ticket to a supervisor or manager for immediate attention.
  • Reporting and Analytics: Comprehensive reporting tools can track the performance of the acknowledgment process, analyzing response times, ticket volume, and team member effectiveness. This data can inform strategic decisions and highlight areas for improvement.
  • Integration with Odoo CRM or Sales: Integrating the Twilidoo CallOut feature with Odoo’s CRM capabilities can provide a holistic view of customer interactions, enabling support teams to offer personalized assistance based on previous engagements.
  • Feedback Collection: After ticket resolution, the system can prompt team members to provide feedback on the acknowledgment process and customer interactions, facilitating continuous improvement.
Conclusion

The implementation of Twilidoo’s CallOut feature significantly enhances the efficiency of the customer support department by ensuring timely ticket acknowledgment and fostering accountability among team members. 

By addressing immediate response needs, particularly during night hours when team members may be unavailable, and providing additional functionalities, this solution not only improves customer satisfaction but also contributes to a more streamlined and effective support operation. 

As businesses increasingly prioritize customer experience, leveraging such innovative technologies will be crucial for staying competitive in the market.