Salesforce.com™ Call Center Adapter

Salesforce.com's call center features include the option to add a customizable call control tool, called "Softphone," that appears in the sidebar of every Salesforce.com page. When the Softphone is activated using the ShoreTel Salesforce.com Call Center Adapter, Salesforce.com users can handle all their business communications and benefit from the robust feature set of the ShoreTel system within a single application.

Free Trial

For information on starting your 30-day free trial, please contact ShoreTel Professional Services +1 (800) 425-9385 x3331 or +1 (408) 331-3331.

Click-to-call

Users can place calls from directly within individual contact or account records by simply clicking on any hyperlinked and annotated phone number field.

Instant access to customer data

Inbound calls trigger Salesforce.com screen pops that contain related account information. If an agent subsequently transfers a call, both the contact record and the new call notes will appear on the screen of the receiving party, facilitating real-time collaboration to speed resolution of calls.

Highly customizable

Users can specify personal settings to automate login, and to customize record-opening and screen page layout to match their workflow. Convenient “Last Call” and “My Calls Today” displays make it easy to review recent activity, while all call activities are logged to enable later creation of integrated reports that are fully linked with Salesforce.com data.

Integrates straight out of the box

Built-in features ease future integration with Interactive Voice Response (IVR), Automatic Call Distribution (ACD) and other applications.