You are here

ShoreTel Announces the ShoreTel Salesforce.com Call Center Adapter for the AppExchange

Embeds ShoreTel's Call-Handling Capabilities within Salesforce Service & Support; Improves Agent Workflow and Provides Customizable Screen Layouts
Facebook LinkedIn Google+ Twitter

SUNNYVALE, CA, March 20, 2007 - ShoreTel, Inc., ShoreTel, Inc., a leading provider of IP telephony solutions, today announced the latest offering within its professional services portfolio, the ShoreTel salesforce.com Call Center Adapter. The integration of the ShoreTel adapter with Salesforce Service & Support, the leading on-demand customer service solution, enables agents to leverage the functionality of converged voice and data capabilities in a single application. This powerful combination embeds ShoreTel's call-handling capabilities in the Salesforce Service & Support user's experience, thereby enhancing agent productivity, shortening response times, and improving overall customer satisfaction. Today's integration builds on the previous integration of ShoreTel's IP telephony solutions and salesforce.com's award-winning on-demand business applications. The new ShoreTel salesforce.com Call Center Adapter is now available on salesforce.com's AppExchange at http://www.salesforce.com/appexchange

The ShoreTel salesforce.com Call Center Adaptor uses salesforce.com's Apex Web service API with ShoreTel's telephony application programming interface (TAPI) to further exploit ShoreTel's distributed architecture in the context of integrating voice communications with core business processes. ShoreTel salesforce.com Call Center Adapter gives agents the ability to perform a number of key tasks in real time directly within the Salesforce Service & Support Call Center Edition. Features of Salesforce.com's Call Center Edition include a Softphone call control tool with automatic call logging and screen pops to accelerate agent productivity, reduce administrative work and help agents improve customer service. When companies integrate ShoreTel phone systems with Salesforce Service & Support using the new adapter, agents can associate phone calls to customer data, have the data from the caller's record pushed to them, add comments to the customer's record, and transfer to or conference in another agent. All these features allow agents to streamline operations and focus on customer service and loyalty.

"Among the many reasons HomeGain chose ShoreTel to provide its VoIP solution was its integration with Salesforce Service & Support, the product used throughout our sales and service areas to manage our customer accounts," said Barry James, vice president of operations at HomeGain, a leading online source for connecting real estate professionals with homeowners and homebuyers. "By integrating two systems that are critical to our success, HomeGain will be able to take advantage of new functionalities that improve productivity, and that means bottom-line savings."

As a rapidly growing provider of professional services, ShoreTel partner Network Computing Architects sees additional value in this new offering as it further augments Shoretel's expanding channel program. "With integrated applications like the salesforce.com Call Center Adapter, ShoreTel enables Network Computing Architects (NCA) to offer our customers comprehensive solutions that enhance their business processes and provide them with an even greater return on their ShoreTel IP telephony investment," said Greg Heier, senior account executive, Network Computing Architects.

With the ShoreTel salesforce.com Call Center Adapter, agents can also monitor and adjust their status and customize their Salesforce Service & Support screen layout based on their individual preferences. Built into the ShoreTel adapter are features intended to ease future integration with Interactive Voice Response (IVR), automatic call distribution (ACD) and other applications. These features are available for use by programmers developing custom solutions that are accessed through the ShoreTel Developer Network. Developers can easily create Salesforce-integrated IVR functionality for ShoreTel workgroup-based call centers to allow automatic presentation of call records at agent desktops, based upon caller-entered account numbers.

"This integration is another example of how ShoreTel continues to enhance existing applications, interfaces and feature sets," said Steve Timmerman, vice president, marketing, ShoreTel. "By leveraging ShoreTel's embedded call control and workgroup features, salesforce.com customers have the tools to accomplish more and work more efficiently."

"Thousands of companies are using the award-wining Salesforce Service & Support application to deliver great customer experiences. Salesforce.com customers can use the AppExchange to find and deploy hundreds of applications to easily extend Salesforce Service & Support," said Matt Holleran, vice president, AppExchange partners. "ShoreTel has made leading call center functionality available via the AppExchange so that salesforce.com customers can help increase customer loyalty and community success."

Apex and AppExchange

Apex is the on-demand platform for the next generation of business applications. Apex reinvents traditional customization and integration and enables a whole new generation of on-demand applications that go beyond CRM. All Apex components and applications can be easily shared, exchanged and installed with a few simple clicks via salesforce.com's AppExchange directory, enabling all the innovation that Apex unleashes to benefit the entire on-demand community.

ShoreTel salesforce.com Call Center Adapter for AppExchange is one of more than 520 applications that are now available on salesforce.com's AppExchange, the world's first on-demand application directory, found at http://www.salesforce.com/appexchange.

The Apex on-demand platform is generally available today. The Apex programming language is available today for developer preview, and is currently scheduled to be available in beta to salesforce.com customers later in 2007.

Pricing and Availability

ShoreTel salesforce.com Call Center Adapter for the AppExchange will be available March 31, 2007. Pricing is $165.00 per client seat.

About ShoreTel, Inc.

ShoreTel is a leading provider of IP telephony solutions worldwide. ShoreTel voice systems provide enterprise customers with a number of key benefits, including ease of use, manageability and lower total cost of ownership than alternative solutions. ShoreTel's distributed software architecture and switched-based hardware platform extend enterprise-class voice services to every office and outpost, keeping employees fully connected wherever they go. Founded in 1996, ShoreTel has achieved broad industry recognition for its technology and high customer satisfaction. For the last three years, IT executives surveyed by Nemertes Research, an independent research firm, have rated ShoreTel highest in customer satisfaction among leading enterprise telecommunications systems providers. A select, worldwide group of channel partners provide service and support. ShoreTel is headquartered in Sunnyvale, California and has regional offices in the United Kingdom, Sydney, Australia and Munich, Germany. For more information, visit http://www.shoretel.com/ or call 1-877-80SHORE.