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ShoreTel Salesforce.com Call Center Adapter March 12, 2007.

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Presentation on theme: "ShoreTel Salesforce.com Call Center Adapter March 12, 2007."— Presentation transcript:

1 ShoreTel Salesforce.com Call Center Adapter March 12, 2007

2 ShoreTel Salesforce.com Call Center Adapter The ShoreTel Salesforce.com Call Center Adapter acts as an intermediary between the ShoreTel system and the salesforce.com call center feature set. Adapter + Call Center features = Powerful voice and data convergence

3 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

4 Make calls directly from the account records by clicking any hyperlinked or annotated phone number field. Outbound Click to Call

5 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.

6 ShoreTel’s Long Term Application Strategy 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. ShoreTel is committed to application development:

7 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

8 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.


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