New SalesForce contact center telephony integration
June 20th, 2008 | Published in VoIP News | 3 Comments
I’m a huge Open Source fan and as much as I like using my SugarCRM, SalesForce has some great stuff (and obviously their software extends well beyond just CRM). SalesForce is arguably the driver behind the SaaS bandwagon and I really like what they’re doing…. even though it’s all proprietary. I recently got to demo what SalesForce is calling their “Dream Call Center Desktop”. What I really liked was the native telephony integration which includes an integrated browser based softphone with call control capabilities, screen pops, and integration with all the modules which come as part of SalesForce Service&Support.
I probably wouldn’t go so far as to say this is the right contact center solution for a large contact center because the telephony capabilities are rather basic…. think regular softphone simplicity. A large contact center is probably using something like Aspect or Genesys contact center solutions or Aheeva which is the growing Asterisk contact center solution. What I like about the SalesForce Call Center Desktop is that it provides a rather simple integration of telephony in with the functionality of the SalesForce software.
It looks like the only standard telephony integration is with Cisco. What I would like to see is for someone to integrate an Asterisk softphone into this SalesForce Service&Support module just like the Cisco softphone. This would be a major step for Asterisk since SalesForce is such a universally adopted business service. I know lots of mid sized businesses who use SalesForce but can’t afford Cisco so if Asterisk was able to integrate it would be a very nice out-of-the-box capability and very compelling for a company already using SalesForce.
So…. I wonder who’s going to figure out how to get Asterisk integrated with SalesForce Service&Support? Anyone? Anyone?
August 25th, 2008at 2:55 am(#)
Hi there,
We’ve just completed an integration between Salesforce.com’s CTI and our PBX solutions, trixbox Pro & PBXtra.
Salesforce’s API is relatively sophisticated and required a significant amount of engineering at our end, so we’ve released this and a number of additional CTI features as a new edition called “Unified Agent Edition”
Check out the UAE section on http://pbxtra.fonality.com/products/pbxtra/editions.html
and shortly on http://www.trixbox.com
If you have any questions, let me know.
Marc Englaro
General Manager, CRM Division
Fonality Inc.
menglaro at fonality.com
October 29th, 2010at 6:37 pm(#)
Salesforce integration is something that every pbx company should jump on immediately. It’s a very natural complement and something that competitors are offering. It would provide them terrific marketing exposure.
I would love to see RingCentral(http://www.ringcentral.com) doing that because our company is using them.
November 16th, 2011at 12:10 am(#)
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