Transcript ShoreTel Salesforce.com Call Center Adapter

ShoreTel Salesforce.com
Call Center Adapter
March 12, 2007
ShoreTel Salesforce.com Call Center Adapter
Adapter
+
Call
Center =
features
Powerful
voice and data
convergence
The ShoreTel Salesforce.com Call Center Adapter acts
as an intermediary between the ShoreTel system and
the salesforce.com call center feature set.
Embedded Call Control Capabilities
– Improve workflow by
associating salesforce records
with a call, add comments to
user records then transfer call or
conference with another agent
– Customize salesforce.com
screen layout for preferences
and workflow
– Monitor and adjust workgroup
agent status
– Make and take ShoreTel calls
Outbound Click to Call
Make calls directly from the account records by clicking any
hyperlinked or annotated phone number field.
ShoreTel Workgroup Integration
The “call center state” area shows the current
agent status and allows an agent to change it:
-From any state, the agent can change his state
to "Not Ready for Calls" to prevent future
workgroup calls. This might be used, for
example, by an agent before he takes a break.
-From "Wrap Up", the agent can change his state
to "Ready for Calls" if he concludes his wrap up
early before the automatic timeout.
- From "Not Ready for Calls", the agent can
change his state to "Ready for Calls" to start
accepting workgroup calls.
ShoreTel’s Long Term Application Strategy
ShoreTel is committed to application development:
• ShoreTel continues to make enhancements to
existing applications to enable customers to take
full advantage of enhanced functionality, interfaces
and feature sets.
• Built into the ShoreTel Call Center Adapter are
features intended to ease future integration with
other applications. These features are available to
be used by programmers developing custom
solutions using the ShoreTel COM or TAPI SDK
available through the ShoreTel Developer Network.
• In addition, ShoreTel can use these features to
develop custom software for customers to further
automate interactive voice response (IVR) and
automatic call distribution (ACD), based on the
customer’s work flow and preferences.
Benefits Summary
• Handle all communications functions from a single
application
• Use the convergence of voice and data to enhance
productivity, shorten response times, improve
operations and increase customer loyalty
• Manage time more effectively by centralizing
operational procedures
• Collaborate with other agents by associating and
sending call notes in real time
• Specify personal settings and customize screen
page layouts
How to Order
– Any salesforce.com Professional, Enterprise or Unlimited
Edition customer has the option to activate the
salesforce.com call center features at no additional cost.
Contact your salesforce.com representative.
– The ShoreTel Salesforce.com Call Center Adapter is only
available through ShoreTel resellers, for a one time fee of
$165 per client seat.
– Organizations that currently have a ShoreTel
Salesforce.com Integration license can upgrade to the new
Call Center Adapter offering for a one time fee of $50 per
client seat.