ShoreTel Demonstrates Cloud-to-Cloud CTI Integration Solution at Dreamforce
ShoreTel Demonstrates Cloud-to-Cloud CTI Integration Solution at Dreamforce by Paul Robinson
ShoreTel has recently announced the extension of the ShoreTel Sky product family with its new UC application integration solution, ShoreTel Sky AppFuse. ShoreTel demonstrated the new technology, which will be available for clients later this year, at Salesforce.com’s Dreamforce user conference. By taking advantage of the Salesforce cloud-to-cloud adaptor, the product supports integration between the ShoreTel Sky cloud-based phone system, ShoreTel Sky Contact Center and Salesforce.com.
Key Product Features
Prepackaged offerings: ShoreTel Sky has prepackaged offerings for many popular applications, including:
- CRM/ERP – Salesforce.com, Netsuite, SageCRM
- Applicant Tracking – Bullhorn, Cluen, JobDiva, JobScience, MaxHire, Sendouts and InsightSquared
- Browsers/Productivity – Internet Explorer, Firefox, Google Chrome, Microsoft Outlook, LinkPoint360, EVO-Contact
20/20 Activity View: Call records are captured in the Lead or Contact record for all calls made from the business phone system, regardless of whether the user is logged in to Salesforce.com. Records for calls made on mobile devices using ShoreTel mobility are also captured, giving management a complete view into the activities that drive revenue and customer satisfaction.
Salesforce Intelligent Routing: Your clients can take advantage of Salesforce Intelligent Routing of direct callers to the sales representative or contact center agent to whom they last spoke.
Voicemail transcription: Voicemail messages received by ShoreTel Sky AppFuse users are transcribed into text and added to the matching Contact record.
Expanded Device Support: The cloud-to-cloud architecture means that no desktop client is required and a broader selection of devices, including Macs, tablets and smartphones can be supported.
Single Sign-on to ShoreTel Sky Contact Center: ShoreTel Sky contact center agents can log in and out of queues from within the Salesforce.com application.
Workspace Transfer: With Workspace Transfer, service agents are able to transfer the entire user workspace along with the phone call for an optimized customer service experience.
Availability of web services API and SDK: An API is available for integration with other packaged and custom-designed apps that comply with the CSTA standard for Computer Supported Telecommunications Applications. Both cloud and premise-based apps are supported.
What This Means to You
To Customers: This is a flexible solution that can be used across any organization as indicated below. It’s definitely worth a serious look, test run and TOC comparison by customers in the market for a UCaaS solution. The rapid development and availability of ShoreTel Sky AppFuse shows just how serious ShoreTel is in leveraging its M5 acquisition to differentiate itself in the marketplace.
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Service and Support – Based on caller ID show screen pop of customer data, recent tickets, cases, orders, etc.
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Sales – Click-to-dial from leads and opportunities and have sales call notes automatically tied to the lead or opportunity
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Telemarketing – Allows staff to click-to-dial on leads directly from the CRM, and automatically add notes, and a record of the call to the CRM after the call
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Accounting –Automatically log collection calls placed as a permanent record of the call
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Marketing – Tie marketing phone numbers to campaigns and present staff with screen pop on what campaign was dialed
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Management –Collect detailed phone-based metrics to calculate customer profitably, leading indicators, and use for staff planning
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To Partners: The ability to easily communications enable a business processes is a key value add in the selling process. We don’t see how ShoreTel Sky AppFuse can be anything but a net plus to channel partners. This should allow them to compete for richer deals including and win more competitive bids in the process.