Extract And Analyze Data Easily With Masergy And Cloudpipes

March was quite productive for us here at Cloudpipes. As many of you know, we rolled out our much awaited Eloqua and Magento integrations. Yes, we know. We're kinda late to the party. But like they say, better late than never. But we have big plans for the future. We are working on expanding our service integration portfolio, and this time around we'd like to include HR solutions as well.

One of the many wonderful things that also happened this month was our partnership with Masergy, the award winning UCaaS platform. We're delighted to announce that we will not only offer integration with their powerful product, but will work to ensure that quality business process automation is being made available to more people.

Now, we'd like to tell you a little bit more about a very interesting use case that involves our partners Masergy.

Overview

The case was spawned from the need to record and analyze phone calls being made through Masergy. This prompted us not only to build all the necessary functionalities, but also to think of a way to extract and work with the data coming from each phone call. We devised a plan to gather voice recordings, turn them into text, examine the calls' sentiments, and finally transmit that data to CRM platforms and communication channels if needed. It was a challenge which we're proud to have tackled. We believe that this case and the integration that we build will aid companies in harvesting data from audio sources more efficiently, streamlining management and production efforts.

How to Record Data Using Masergy and Salesforce

Our pipeline begins with a trigger that activates when a call in Masergy is being answered. We set the account, the ID, and the event type.

Then when the call is answered, Cloudpipes does a lookup in Salesforce, and checks if the associated contact and telephone number aren't already existing.

If the contact is indeed existing, then Cloudpipes starts recording the conversation automatically, which then creates a Salesforce task, and finally sends a message in Slack.

Now we have the data. Let's see how we can transform it into text to further analyze it.

How to Transform Speech to Text and Analyze It Using Masergy and IBM Watson

Once our call is done, Cloudpipes will check if the event corresponds to an already existing Salesforce task, and will link to it. Once the Salesforce task is located, Cloudpipes attaches an audio file with the conversation.

Once the audio file is attached to the Salesforce task, our Watson integration kicks in, analyzing the audio word by word, turning it into text.

The transcript is then added to the updated Salesforce ticket, which has the audio file attached to it for greater convenience. The attached transcript is further analyzed by Cloudpipes to determine the overall tone of the conversation - whether it might be positive or negative. In case of a negative dialogue we told Cloudpipes to send a message to Slack containing the name, sentiment and full transcript of the conversation.

Once the audio has been turned into text and its polarity checked, Cloudpipes then proceeds to create a new Salesforce task that will reflect the outcome of the conversation, and will prompt further actions if necessary. This is to say, that an imminent solution is required.

Key Takeaways

What we can make out from the above example? We showed but a glimpse of the powerful synergy between Masergy and Cloudpipes. The end user value comes from the fact, that our integration lets companies record conversations, get transcripts, analyze their overall feeling, to get a better understanding of their customers' sentiments and intentions.

The Masergy integration provides a seamless way to extract and leverage important data using different cloud services under unified environment, thus eliminating the need of using different platforms all the time, and optimizing productivity.

The implications of our Masergy integrations are much broader, spanning from broadening telephony integrations, to automating provisioning of UCaaS users, and finally integrating artificial intelligence with business processes to optimize productivity.

This is but one instance of Cloudpipes' flexibility. Think we could do better? Have a suggestion? Let us know by sending us a message!

Photo credit: Erik Fitz | youtube.com | CC BY 3.0