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Service Providers

List Of Integrated Vendors And Serivce Providers

Experience Management has built out deep, tight, one to one, ready integrations with a range of products out there in the market. Some of the ready integrations are listed below.

Category Service Provider
Help Desk/Ticketing Freshdesk
Help Desk/Ticketing Zendesk
Help Desk/Ticketing Zoho Service Desk Plus
CRM Systems Microsoft Dynamics
CRM Systems Capillary
Integration Automation Microsoft Logic Apps
SMS Engines MessageBird
SMS Engines Gupshup
SMS Engines Netcore
SMS Engines Pinnacle
SMS Engines ValueFirst
Email Engines SparkPost
Email Engines Mandrill
Email Engines Netcore
Email Engines Gupshup
Email Engines ValueFirst
Email Engines Your own SMTP server

Help Desk & Ticketing Integrations

Closing the loop with the customer when they have a bad experience is one of the key drivers of satisfaction. The customers feel heard when the brand reaches out to them to address the concern(s) they have raised. We have some ready integrations with some of the popular helpdesk tools.

Freshdesk

With this integration, get your Experience management account to work with your Freshdesk ticketing for grievance redressal based on customer feedback raised as tickets, close the loop & update data on your CEM CloudCherry platform with ticket status & more. The app will allow you to:

The integration provides agent with enough context to proactively understand the customer’s concerns and reach out with the right solution to not just satisfy the customer, but delight them!

Zendesk

With this integration, get your Experience management account to work with your Zendesk ticketing for grievance redressal based on customer feedback raised as tickets, close the loop & update data on your CEM CloudCherry platform with ticket status & more. The app will allow you to:

The integration provides agent with enough context to proactively understand the customer’s concerns and reach out with the right solution to not just satisfy the customer, but delight them!

Zoho Service Desk Plus

We have an integration built with Service Desk plus which is a part of the Zoho product suite. With this integration, one may set up notifications in CloudCherry platform and create tickets in Service Desk Plus.

CRM System Integrations

By integrating your CRM with a CEM Platform like Experience management, you get:

Here are a couple of ready integrations we have with some of the popular CRM systems.

Microsoft Dynamics

This integration allows for a real-time two-way exchange of information between CRM, Support and the Experience management platform that enables real-time alerts, ticketing and loop closure. Blending data from these two systems allows for personalized marketing by forming intelligent customer cohorts. With the CloudCherry app on Microsoft Dynamics, you can:

Capillary

Integration with Capillary is one of our early integrations. As a part of this integration, we have built in the capability to send out real-time SMS/Email from Capillary when a new sale is recorded in the system.

SMS and Email Integrations

CloudCherry has built integrations with the following SMS and Email vendors to enable bulk SMS and email dispatch using the CloudCherry in-product survey dispatcher or using the On-Prem survey dispatch tool.

SMS Email
Messagebird Sparkpost
Gupshup Mandrill
Netcore Netcore
Pinnacle Gupshup
value First Value First

Additionally we also have the provision to integrate with your own SMTP server to send emails from the Experience management platform.

Integration Automation

In large organizations, data is generally distributed across disparate systems like CRM systems, ERP systems, big data databases, etc. Its more a need now than ever to have these data flow across different systems for either point-in-time feedback collection, visualization, notifications, AI & ML, marketing automation, etc. Building tight integrations between multiple such systems are time-consuming and incur a cost of development, hosting, etc as well. The open API architecture of the Experience management platform scores high here. We leverage Microsoft Logic apps platform to have 200+ available integrations with various systems to help automate workflows or business processes with less effort and in a cost-effective manner.

Microsoft Logic Apps

Azure Logic Apps is a cloud service that helps you schedule, automate, and orchestrate tasks, business processes, and workflows when you need to integrate apps, data, systems, and services across enterprises or organizations. Logic Apps simplifies how you design and build scalable solutions for an app integration, data integration, system integration, enterprise application integration (EAI), and business-to-business (B2B) communication, whether in the cloud, on-premises, or both.

To build enterprise integration solutions with Azure Logic Apps, you can choose from a growing gallery with hundreds of ready-to-use connectors, which include services such as Azure Service Bus, Functions, and Storage; SQL, Office 365, Dynamics, Salesforce, BizTalk, SAP, Oracle DB, file shares, and more. Connectors provide triggers, actions, or both for creating logic apps that securely access and process data in real time.

Some of the popular integrations available are as given below.

Enterprise Collaboration tools Helpdesk tools CRM and ERP Systems Marketing Automation
Salesforce Chatter Freshdesk Salesforce MailChimp
Cisco Webex Meetings Freshservice Pipedrive Marketo
HipChat Jiira Capsule CRM
Intercom LeadDesk FreshBooks
Microsoft Teams LiveChat Acumatica
Skype for Business Online ServiceNow SAP
Slack UserVoice Workday HCM
Webex Teams Zendesk
Databases Email Tools SMS Tools Social Media AI Platforms Enterprise Queueing
Azure Cosmos Gmail MobilyWS Instagram Microsoft Cognitive Services Face API Amazon SQS
IBM DB2 Mandrill Mtarget SMS LinkedIn LUIS Azure Queues
MySQL Office 365 Outlook Nexmo Pinterest Microsoft Translator V2 IBM MQ
Oracle DB outlook.com Plivo Twitter Microsoft Cognitive Services Text Analytics Azure Service Bus
PostgreSQL SendGrid Sendmode Yammer
Microsoft SQL Server SMTP SerwerSMS Youtube
Teradata Sparkpost Twilio
TxtSync

Please click here for full list of connectors.

Building integrations with Experience Management using Microsoft Logic apps is extremely simple and needs no coding/development. One can quickly build integrations by simply following the instructions given below.

Microsoft Logic apps billing explained

For ease of understanding, let’s consider a specific Use case for Experience management and Salesforce integration and understand the monthly billing for it. Here is the Use case.

Acme Inc has an Experience management account and collect an average of 100,000 responses a month. Acme wants to create tickets in Salesforce for all detractor feedback given by their customers. All updates done on the tickets should be indicated on the Experience Management responses as well. Once a ticket is closed, a post ticket closure WXM survey should be sent to measure Agent experience.

To set up the above integration in Logic Apps, the following set of connectors would need to used.

Sl No Logic app Workflow Region No. Of Actions (Success) No. Of Actions (Failed) No. Of Enterprise Connectors No. Of Standard Connectors
1 #1. Collect feedback with CloudCherry and raise tickets South India 4 2 0 3
2 #2. Assign tickets to agents and generate the history of responses through intelligent ticket routing

Update notes both on Salesforce and CloudCherry to track progress of tickets
South India 6 2 0 2
3 #3. Send out Post Closue Ticket CloudCherry surveys from Salesforce South India 3 2 0 2

Logic Apps billing takes into consideration the Actions executed, No: of standard connectors and No: of Enterprise connectors used in building a Logic app workflow. Each execution is priced as given below. For the purpose of this example we have assumed the logic app is deployed in one of the North America Azure region.

Price per execution
Actions $ 0.00003
Standard Connector $ 0.00013
Enterprise Connector $ 0.0010
Logic apps pricing differs across various Azure regions. Please follow the link for region based pricing details. https://azure.microsoft.com/en-us/pricing/details/logic-apps/.

Given 100,000 responses, lets assume Acme has about about 30% detractors. Based on this, following can be arrived at:

Based on the above action executions, the following would be the billing for each logic app workflow created for each use case:

Sl No Logic app Workflow Monthly Billable Executions (Assumed) Success Records Failed Records Action Executions
Per month
Monthly Estimated Cost
(Actions + Stnd Connector Exec)
1 #1. Collect feedback with CloudCherry and raise tickets 30,000 18,000 12,000 96,000 74.40
2 #2. Assign tickets to agents and generate the history of responses through intelligent ticket routing

Update notes both on Salesforce and CloudCherry to track progress of tickets
90,000 54,000 36,000 3,96,000 306.90
3 #3. Send out Post Closue Ticket CloudCherry surveys from Salesforce 30,000 18,000 12,000 78,000 60.45
Total Cost per Month 441.75
Formulas used in the cost calculation for the above mentioned scenario
  • Success records = 60% of Monthly billable executions (Assumed value for this calculation)
  • Failure records = 40% of Monthly billable executions (Assumed value for this calculation)
  • Action executions per month = (Success record x No. Of Actions (Success))+(Failed Records x No. Of Actions (Failed))
  • Monthly Estimated Cost = (Action executions per month x $0.00003)+(No: of standard connectors executed x $0.00014)