ShoreTel Salesforce.com Call Center Adapter March 12, 2007 - PowerPoint PPT Presentation

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ShoreTel Salesforce.com Call Center Adapter March 12, 2007

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ShoreTel Salesforce.com Call Center Adapter March 12, 2007 ShoreTel Salesforce.com Call Center Adapter Embedded Call Control Capabilities Improve workflow by ... – PowerPoint PPT presentation

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


1
ShoreTel Salesforce.com Call Center
AdapterMarch 12, 2007
2
ShoreTel Salesforce.com Call Center Adapter
Call Center features
Powerful voice and data convergence


Adapter
  • The ShoreTel Salesforce.com Call Center Adapter
    acts as an intermediary between the ShoreTel
    system and the salesforce.com call center feature
    set.

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

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
ShoreTels 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
    customers work flow and preferences.

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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