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ShoreTel Sky AppFuse - The Next Generation of CTI for Salesforce

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Today is an exciting day for all of us on the ShoreTel Sky team.  Not only is it the first day of salesforce.com’s annual user conference, Dreamforce, it is also the first day that we will be demonstrating our latest computer telephony integration for Salesforce, ShoreTel Sky AppFuse.

ShoreTel Sky AppFuse represents the next generation of computer telephony integration with CRM. By taking advantage of the Salesforce cloud-to-cloud adaptor.  It product supports an unprecedented level of integration between the ShoreTel Sky cloud-based phone system, ShoreTel Sky Contact Center and Salesforce.

For the first time, users can have their activities fully integrated with their CRM system, whether they are remote or in the office, logged in or out of the system.  This represents a breakthrough for both management and Salesforce users.

I’d like to highlight a few key features.  The first is called the 20/20 Activity View.  Call records are captured in the Lead or Contact record for all calls made from the ShoreTel Sky phone system, regardless of whether the user is logged in to Salesforce.com. Records for calls made on mobile devices using ShoreTel mobility are also captured, giving management a truly complete view in to the activities that drive revenue and customer satisfaction.  Sales and service representatives will now know exactly when they last spoke with the contact, even if the conversation was completed on their iPhone.

With Salesforce Intelligent Routing our customers can direct callers to the sales representative or contact center agent to whom they last spoke. This speeds case resolution, improves loyalty and eliminates the need for callers to repeat information.

Early testers of the solution are excited about Voicemail Transcription.  Voicemail messages received by ShoreTel Sky AppFuse users are transcribed into text and added to the matching Contact record. This approach takes the idea of creating a comprehensive record of client interaction to a whole new level.

Of course, the cloud-to-cloud architecture allows us to expanded device support.  No desktop client is required so a broader selection of devices, including Macs, tablets and smartphones can be supported, empowering the mobile workforce and supporting corporate BYOD initiatives.

Contact center agents will enjoy two new features.  Single Sign on to ShoreTel Sky Contact Center lets contact center agents can log in and out of queues from within the Salesforce.com application and with Workspace Transfer agents are able to transfer the entire user workspace along with the phone call to another agent for an optimized customer service experience.

ShoreTel Sky AppFuse represents the culmination of our vision that Salesforce should serve as the comprehensive record for customer and prospect interactions for the entire business. AppFuse gives sales and service representatives the ability to quickly understand all past voice based interactions with each contact so that they can deliver an unparalleled level of customer service, it also gives management actionable data to run the business by the numbers.  It will be available for ShoreTel Sky clients later this year.

If you are attending Dreamforce, please drop by our booth #301 for a quick demonstration.  We’ll also be showing the solution in our partner Bluewolfs’ booth.  We hope to see you.