ShoreTel Taps Salesforce To Supercharge Business Intelligence

What do you get when you cross ShoreTel's unified communication systems with Salesforce.com? The result should be a 360-degree view of your company's sales, service, and marketing efforts. Used together, the two platforms can help generate actionable business intelligence and a better customer experience by aligning call center data and sales call data with the business data already in your CRM system.

The applications -- ShoreTel for Salesforce and ShoreTel Sky for Salesforce -- provide integration between Salesforce and the ShoreTel on-premises IP-PBX system, the ShoreTel Sky cloud-based phone system, ShoreTel Workgroups, and ShoreTel Sky Contact Center. That means users can handle all of their business communications within a single application while having the ability to collaborate in real-time.

It also means that customers using ShoreTelEUs systems for unified communications can now tap into deeper reporting to discover how effective their customer interactions really are. Specifically, the single source view now offers insights that promise to drive more productivity and stronger collaboration between sales, support, and marketing organizations. The intended result: greater customer satisfaction and better business results.

Phone and Business Data Aligned

"Finally, phone data is aligned with business data in the CRM system," said David Petts, senior vice president of worldwide sales at ShoreTel. "Automatic logging of all sales activity, regardless of a sales personEUs location or device, together with prompts for agents to schedule follow-up actions can lead to closing deals faster and higher overall sales team productivity. For example, a road warrior using a mobile phone with ShoreTel Mobility software will still have the activity logged."

Unique to ShoreTel Sky for Salesforce, the company said its customers can automatically log all calls, voicemails, and SMS activities for more transparency across all channels of communication. Another promised benefit is first-call resolution for customer service, accomplished by providing employees a history of previous...

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