ShoreTel Release New Salesforce.com Integrations
February 20, 2014
By Jayashree Adkoli, TMCnet Contributor
Salesforce, the customer relationship management (CRM) software provider, has already proven its potential in the CRM industry. Many enterprises have been integrating the Salesforce solutions into their systems to gain good value proposition.
One such company is unified communications (UC) solutions provider ShoreTel (News - Alert), which has just released new Salesforce.com integrations.
The new integrations include the ShoreTel for Salesforce and ShoreTel Sky for Salesforce, integration solutions which will help in collating all business communications into a single application for enterprises.
The newly released Salesforce and ShoreTel solution will be integrating Salesforce.com applications and the ShoreTel on-premises IP-PBX (News - Alert) system, cloud-based phone system, workgroups, and contact center.
The company said the new app integrations will equip customer service employees with a comprehensive history of previous customer interactions from across the company. In addition, the integrations will allow users to measure the ROI effectiveness of marketing campaigns by tracking all customer touchpoints during the buyer's journey.
Apart from enabling a customer to start a call from within Salesforce anytime a phone number is available, the new application integrations will also provide: support for next-generation browser-based CTI (News - Alert) on any device or OS; presence monitoring; enhanced reporting; single sign-on for call center agents; packaged dashboards and metrics; and workspace transfer.
The company said that with ShoreTel Sky for Salesforce, customers will be able to automatically log all calls, voicemail messages, and SMS activities for enhanced transparency across all channels of communication. The voicemail transcription into text will also be added to the matching contact record.
For ShoreTel for Salesforce customers, ShoreTel will be able to provide a completely customizable softphone layout; call recordings that will be appended to call activity records; complete support of multi-party voice conferences within the CRM softphone; and built-in workflow integration, allowing for popping of entities based on attached call data (e.g. screen pop of cases based on account number entered in front-end IVR).
David Petts, senior vice president of worldwide sales at ShoreTel, said in a statement, "Finally, phone data is aligned with business data in the CRM system. By integrating the ShoreTel communications platform with Salesforce -- one of the most valuable business applications -- customers gain new insights, more effective collaboration, higher productivity and better business results."
Petts added, "Automatic logging of all sales activity, regardless of a sales person's location or device, together with prompts for agents to schedule follow-up actions, can lead to closing deals faster and higher overall sales team productivity. For example, a road warrior using a mobile phone with ShoreTel Mobility software will still have the activity logged."
Edited by Rory J. Thompson