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Interview with Christoph Buenger from PhoneMondo (Telephony)

 

Danny:                  Hi, this is Danny Ryan. Welcome to the App Exchange podcast. Today I’ve got Christoph Buenger, I put the U in there didn’t I? I messed that up. Christoph, thank you for joining me today.

Christoph:           Hi Danny, how are you?

Danny:                  I’m doing great, how are you doing? You’re joining us from Germany.

Christoph:           Yes, from Germany. Pretty cold and rainy outside today.

Danny:                  Excellent. Cold and rainy, but no snow yet?

Christoph:           No snow yet, no.

Danny:                  Excellent. Christoph is from PhoneMondo and he’s here today to share more about his product that is on the AppExchange. Thank you for taking the time to do this, Christoph.

Christoph:           Thanks for giving us the opportunity to demo our product here.

Danny:                  Absolutely. Tell me more, this is a Telephony product. Give me a high level overview of what your product does.

Christoph:           It’s a cloud CTI caller ID notification system. It’s not meant for doing managing the communication, that relieve lines or collect phone lines from the user. We see as an additional helping system so that on the one end you can dive into the phone calls quickly, and on the other hand you can start calls very easily and schedule calls for your day.

Danny:                  Excellent. Tell me a little bit more about the back story of the app. Where did it come from? Why did you build it in the first place?

Christoph:           It came from a very, very small desktop tool we developed over 10 years ago and always had as a niche product on websites. We sold it just for 20 Euros one time fee. We had so many user requests that wanted to connect their phone systems to Salesforce or to our systems. We took the chance last year to build this product from the scratch as a new product, as a cloud product.

Danny:                  Very nice. You’re getting lots of request from people that are using Salesforce for integration with Salesforce. It looks like your also integrated with other products as well, that’s great.

Christoph:           Yes. We understand the product as a middleware between phone systems on the one side that can be PBX or an Android phone or some accounts. Then we are in the middle doing the data processing and lookout for additional information about the caller and the callee. On the other side the process in other applications that can be CRM systems, Salesforce, or online shops or whatever.

Danny:                  Nice. It looks like you said this is also you have a companion mobile app for this as well? Tell me a little bit more about that.

Christoph:           Yes, the companion mobile app is meant as a source of call information so that we have access to the contacts names of the user and also to the call information. I will download it later quickly, the Android app is integrated into the system.

Danny:                  That’s great. Any good stories you want to share maybe? I know it’s been out for only like a year or so, but any good stories that you’d like to share maybe about since you’ve moved to the cloud as far as how people are using the app?

Christoph:           Yeah. That’s a new thing about this app, it’s pure cloud. You have one small connector on the users phone systems that’s like a module on atrix PBX systems or the Android app or a very, very small window service application which is very, very easy to install so that we can collect the caller information and caller Ids from the calls very easily and then process them into our system. That’s a very, very new thing about these old caller ID notification or CDI applications which normally require heavy setup of service and phone systems and databases. That all is swept away with our system because we have all this logic in the cloud and we offer this as a service for the installable application.

Danny:                  Very nice. Great listing. Any other lessons that you’ve learned maybe since switching over to more of a cloud based model that you picked up since doing that?

Christoph:           It has been a longer way then we thought. The expertise in the phone and CDI area for I don’t know 10 years we’ve developed for Skype, we’ve developed for other phone systems here in Germany and in Europe. As this is our first large product that we have designed from the scratch we thought about what would be easier to connect to all of these phone systems? That has been a long way, but we’ve made it very, very far. So far.

Danny:                  Excellent. Congratulations.

Christoph:           Thanks.

Danny:                  I would love to see a demo. I am going to go ahead and switch over to you here. If you could give us a demo that would be great, Christoph. Great, I can see your screen now.

Christoph:           Here we are. Normally systems start by a download of software but as we offer this as a service we start with a signup. This describes a little bit what we can do and which systems we can connect. Then one thing to mention is we have two subscription models. There is freemium service, the free subscription without any payments at all, no setup fees, no monthly fees. There’s some limitations in the number of contacts you can store and lines and users you have. You have another subscription that starts from 24 Euros per months which is roughly 26-27 US dollars per month.

Danny:                  Gotcha.

Christoph:           You have a login as a user and it’s all web based, it’s all running in the browser. We have no UI on the windows platforms, it’s all in the background, and all the settings and all the things you can do with this is all in the browser. One of the main features is the call history. You can see here a very nice feature, it’s an automatic spam blocking. The system detects when a spam caller ID calls you. You can set it up to automatically block those calls. Here, someone called us, tried to call us which is a call center and the system caught it and blocked the call.

Danny:                  Excellent.

Christoph:           That’s an example. You can see where the caller is located at and the numbers of the caller, additional information like the address. Even some notes for later when the caller calls again you can see the notes and directly dive into the call and catch up with the last call. One last thing here is starting the call directly from the browser. It’s the contact and I can choose which line I know to call. We have a lot of lines here in the office. You can see it’s a mobile device as well.

Danny:                  Nice.

Christoph:           You can start calls on your mobile device from the browser with just 2-3 clicks.

Danny:                  That’s great.

Christoph:           We have an extension where you can install and configure the different add-ons. One of the add-ons is the Salesforce add-on. I’ve connected phone number to my Salesforce account and filed the package from the app exchange which now shows up in Salesforce here on the side bar integrated into Salesforce. What I can … Now here is starting calls directly from Salesforce. You can see the same line again, it’s all integrated in Salesforce as well. I can enter here my number manually or it even supports the click to call. All the numbers in Salesforce are clickable. A click starts it.

Danny:                  That’s great.

Christoph:           Immediately. Very very easy. The other way around as well is when the call comes in. Let me try to demo it quickly for you. Linking my other phone. I’m now calling from my Skype account to my mobile phone, which is then connected via the phone under cloud which is then connected again to the Salesforce.

Danny:                  Excellent.

Christoph:           The call is starting up. It is ringing. Let’s see …

Danny:                  Now this is now calling your Android phone?

Christoph:           Yes.

Danny:                  Gotcha. We get to hear your ringtone, excellent.

Christoph:           It didn’t show up in Salesforce. Great. One moment.

Danny:                  That’s fine. Imagine this, what would typically happen in that circumstance?

Christoph:           Yes, I think it’s because it’s all my account. It’s my mobile phone, it’s my Skype.

Danny:                  Calling yourself.

Christoph:           Yeah, calling myself.

Danny:                  Christoph, you broke Salesforce, how could you do this? You can’t call yourself. You just divided by Euros somewhere in the cloud and everything.

Christoph:           I hope no service crashed there in the data centers.

Danny:                  We can imagine what’s going to happen with this. That’s great.

Christoph:           It should have shown here the information. Me, I think that the loop there, it should have found me., this is my number, and shown here the information. Then all calls are then locked here as activities to the contact.

Danny:                  It goes ahead and logs an activity and then probably makes it easy for you to put the call notes in there as well?

Christoph:           Yes.

Danny:                  That’s great.

Christoph:           Uses the notes in Salesforce as well. This is a little mixture because I’m switching back from what I’m doing, I’m showing it too, it looks like it’s an incoming call and you can have the comments here as well.

Danny:                  That’s great.

Christoph:           With the call logging here is one great feature, it can use from Salesforce, the logs and the reports.

Danny:                  Nice so you can see you have a call log where you can go through all the calls that were made on the specific time frame.

Christoph:           Yes. Even the phone calls with a reporting engine from Salesforce.

Danny:                  That’s great.

Christoph:           Some example reports. There were no calls here today, but you can use the full flexible Salesforce reporting engine to generate whatever reports you want to see. We have some reports here as well. It looks like you can see an outgoing call report on my line from the last 30 days, it shows you the percentage change against the previous 30 days period. How many are incoming, how many are picked up, how many are not picked up, what’s calls per day, per time of day, and it’s a very, very interesting thing here for your company when you’re the CEO, CTO of the company it’s like, “How many calls are your departments using or hanging around?” These are just per calls, but you also have success rate. You can see immediately, see, 80 seconds. The callers had to wait 80 seconds average before their calls have been picked up.

Danny:                  Nice.

Christoph:           That’s a pretty long time. You can see the times of the week where you need to optimize your phone hotline department.

Danny:                  Gotcha. That’s awesome. Thank you so much for this demo, Christoph. I think Salesforce integration with Telephony is really a key app that a lot of people are looking for. I wish you the best of luck with your app and definitely folks, with a free version of it why not try the free version, see how that goes and then sounds like you’ve got, for more enterprise type of customers and more support you’ve got an enterprise type version of the product, which is great.

Christoph:           Yes.

Danny:                  Awesome. For folks who want to see the demo you can go to www.appexchangepodcast.com. Christoph thank you again for your time today.

Christoph:           Thanks, thanks for your time.

Danny:                  Absolutely. Thanks so much everybody for listening. Have a wonderful day, take care, bye bye.

Christoph:           Have a wonderful day, bye.

Danny:                  Bye bye.


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