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In 2005, a group of college friends succeeded in solving a problem nobody attempted to address– building business telephony networks for CRM platforms like Salesforce. They succeeded in proving the long running criticism wrong that cloud-based applications weren’t customizable. Joshua Tillman derived a solution to promote uninterrupted business telephony and CRM through DialSource. The company emerged as an organization that started with a major focus on facilitating outbound dialing with their technology before pivoting to focus on customer engagement with an aim to propagate a holistic picture of business communication. The company adopts an approach of integration that empowers its clients to make informed and accurate decisions within their ecosystem of technology.
Since its founding in 2005, DialSource has evolved over three stages as a company. The first stage was its inception as a solution for call centers focused on outbound calls. The company’s second stage brought in automation and analytics by collaborating with Salesforce. With the recent third stage, DialSource Denali, has evolved beyond just supporting outbound dialing to support inbound dialing as well.
With DialSource Denali, the firm has re-engineered telephony architecture and programming to suit the languages of CRM like Salesforce. “We build and manage the entire carrier network from the ground-up to design the software and the hardware. This has allowed us to create unique value propositions, keeping security and compliance at the forefront,” says Joshua Tillman, CEO of DialSource.
DialSource Denali customizes the data points and automates analytics for the granularity that organizations require
A feature that makes the company’s technology more appealing is its post call automation, which allows automating unlimited actions and activities at the end of each phone call. Tillman terms this ability of the technology as “actionable intelligence,” because it is data specific to the client and the actions taken by them.
A client’s management can leverage this actionable intelligence to track information in the CRM, route calls to assigned representatives, and make immediate decisions following every call. Being native to Salesforce CRM, DialSource Denali is highly customizable allowing it the flexibility to work with all custom objects and fields. The customizability of the technology is not restricted to just a single model per company. The CRM tool also takes into account the granularity that might be found in different products and services within specific business units of a company. DialSource Denali customizes the data points and automates analytics for the granularity that organizations require. This pumping in of KPIs into CRM creates a more comprehensive understanding of the ongoing bustle and effective reporting, further automating and refining the process.
DialSource acts as a consultant in helping the clients understanding their KPIs, which increases a client’s capability to leverage automation and analytics. DialSource identifies the data that is being captured and makes recommendations affording continual progress. The company has catered to a variety of companies, which include eye insurance firms to major league baseball teams, inculcating efficient and robust telephony reporting into their CRM systems. Even though these companies utilize different data points, with DialSource they were able to deliver an engaging quality of service facilitating an ability to sell and service at a higher threshold than before. DialSource has developed into a company that has promoted relationship-based services to elevate sales and service transactions.
The company has successfully transformed from mere sales acceleration software to a full-fledged communication solution with its presence in the Salesforce ecosystem for a decade. This has allowed DialSource to enter markets with global reading technologies across other CRMs more effectively wherein companies like Accenture bring in DialSource to solve large-scale problems. With an impressive growth, the company aims to extend its reach into other CRM systems with robust automation and analytics.