Channel Partners | ShoreTel Sky Intros Cloud UC - CRM Integration
ShoreTel introduced Tuesday ShoreTel Sky AppFuse, a new application integration solution from its cloud division (formerly M5 Networks) that ties cloud-based unified communications and CRM.
ShoreTel Sky AppFuse leverages the Salesforce cloud-to-cloud adapter to provide an unprecedented level of integration between the ShoreTel Sky cloud-based phone system, ShoreTel Sky Contact Center and Salesforce.
Keith Nealon, ShoreTel Sky's vice president of revenue, told Channel Partners that Appfuse takes typical UC + CRM integration to a new level. In a typical integration, employees log into their CRM and a CTI widget enables them to see a screen pop with customer data tied to incoming calls or to click on customer names to automatically dial out. "We've had that for years," Nealon said.
With Appfuse's cloud-to-cloud integration, all activities are fully integrated whether or not the employee is logged into the CRM by automatically initiating tracking based on the employees' phone numbers (desk or mobile). Because it's true cloud to cloud, it's not on the desktop and not initiated by the user, he explained.
Read more at Channel Partners.