ShoreTel, Salesforce.com team to bring phone data to CRM

ShoreTel, Salesforce.com team to bring phone data to CRM

Summary: UPDATED: The ShoreTel Sky for Salesforce application in particular will enable users to be able to automatically log all calls, voicemails and SMS messages.

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ShoreTel and Salesforce.com have announced a new partnership that will match up two resources for hopefully the greater good -- as far as big data is concerned.

In a nutshell, customers of both parties could look forward to the end-to-end integration of each company's most prized product and resource: Salesforce's CRM applications and ShoreTel's phone data.

There are two applications at work under the plan: ShoreTel for Salesforce and ShoreTel Sky for Salesforce. These apps will link the Salesforce platform with ShoreTel's on-premises IP-PBX system, Sky cloud-based phone system, ShoreTel Workgroups, and ShoreTel Sky Contact Center.

The ShoreTel Sky for Salesforce application in particular will enable users to be able to automatically log all calls, voicemails and SMS messages.

Like many other cloud and big data-related integrations these days, the idea is to provide employees with a single, streamlined visual into business communications in real time.

Both of the ShoreTel-specific for Salesforce apps are available now from the Salesforce1 AppExchange, which under went a branding revolution last November.

While it is still a bit too early to discern just how successful the revamp has been, early data in January suggested that Salesforce has seen a new burst of energy and interest in the online app store.

UPDATE: ShoreTel made a correction to its initial announcement provided to ZDNet. The ShoreTel for Salesforce and ShoreTel Sky for Salesforce will not be available through AppExchange.

Instead, for the on-premise solution, the new software is available on ShoreTel’s partner support site. The ShoreTel Sky solution is available via the ShoreTel Sky provisioning mechanisms.

Topics: Collaboration, Data Management, Enterprise Software, Unified Comms, Enterprise 2.0

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2 comments
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  • Awesome Plan.!

    " The ShoreTel Sky for Salesforce application in particular will enable users to be able to automatically log all calls, voicemails and SMS messages."

    I am more interested in the type of Notifications ShoreTel Sky will send to users. Will it simply be the Case management on SMS or something.

    Or

    Will they be using SMS Magic (www.screen-magic.com) as their SMS providers?

    As far as big data is concerned, we already have a lot of open source technology trying to multiple issues.
    Thomas Coven
    • Thanks from the product team

      We use a custom object to capture and relate (with Cases, Opportunities et al) SMS records within Salesforce. That way it coincides with any workflow the customer is incorporating using standard Salesforce objects.
      Ali Rizvi