ShoreTel Sky integrates with Salesforce.com

ShoreTel announced earlier this month that ShoreTel Sky is the new name for its family of cloud-based solutions, and it more recently announced a cloud-to-cloud CTI integration solution that will be showcased at Salesforce.com's Dreamforce user conference. The ShoreTel Sky AppFuse represents the company's next generation of computer telephony integration with CRM.

ShoreTel Sky's Salesforce cloud-to-cloud adaptor supports integration between the ShoreTel Sky cloud-based phone system, ShoreTel Sky Contact Center and Salesforce, permitting to have their activities integrated with their CRM system, whether they are remote or in the office, logged in or out of the system. The cloud-to-cloud architecture means that no desktop client is required and a wide selection of devices is supported including desktop and mobile devices.

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Other key features include:

20/20 Activity View -- Call records are captured for all calls made from the business phone system, regardless of whether the user is logged in to Salesforce.com. Mobile device calls using ShoreTel mobility are also captured.

Salesforce Intelligent Routing -- Salesforce Intelligent Routing is integrated with ShoreTel Sky services, directing callers to the sales representative or contact center agent to whom they last spoke.

Voicemail transcription -- Voicemail messages are transcribed into text and added to the matching contact record.

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.

As for the company's new branding for the formerly M5 service team, Dan Hoffman, ShoreTel cloud division president, commented in a statement saying, "One of the reasons I wanted to combine with ShoreTel was the ShoreTel brand. They've built a base of fans that appreciate a brilliantly simple customer experience. This is exactly what we stand for, but ShoreTel has a global brand and M5 is known and respected in a smaller circle. Now that we are a combined company we wanted to create a recognizable brand consistent with the ShoreTel image."

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