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

"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.