ShoreTel Integrates Communications Platforms with Salesforce CRM

Salesforce CRM Integration Provided for Both ShoreTel IP-PBX and ShoreTel Sky

ShoreTel announced it has integrated the Salesforce CRM system with ShoreTel’s portfolios.   Integrating the two platforms will offer businesses reporting on the effectiveness of communications and customer interactions. ShoreTel’s “single source view” is designed to provide insights that enable higher productivity and more effective collaboration of sales, thus creating greater customer satisfaction and better business results. The applications integration includes encompassing the ShoreTel on-premises IP-PBX system, the ShoreTel Sky cloud-based phone system, ShoreTel Workgroups, and ShoreTel Sky Contact Center.

Commenting is a statement on the latest development, David Petts, senior vice president of worldwide sales at ShoreTel said, “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.”

Customers who also use both ShoreTel and Salesforce can automatically log all calls, voicemails and SMS activities across multiple communications channels. Other features and benefits include:

  • A comprehensive history of previous customer interactions from across the company; as customers are transferred to the department that can best help them, records of their interactions go along with them.

  • Users can measure the ROI effectiveness of marketing campaigns by tracking customer touch-points.

  • Support for next generation browser-based CTI on any device or OS; no desktop client software is required

  • Click–to-Dial from within Salesforce anytime a phone number is available

  • Single sign-on for call center agents

  • Built-in workflow integration enabling CRM screen “pop-ups” based on attached call data

In a briefing discussing the news, Bernard Gutnick, Senior Director, Product Marketing at ShoreTel, noted that the integration includes support for PCs, MAC computers, and mobile devices.  He also pointed out that ShoreTel also supports other CRM applications such as Microsoft Dynamics, concluding that “ShoreTel will continue to invest in this and other platforms.”

Copyright © 2014 IDG Communications, Inc.

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