ShoreTel's New AppFuse Goes 'Cloud-To-Cloud' With Salesforce
ShoreTel Tuesday launched an application integration product for tying UC and contact center systems to Salesforce.com, marking the first new product since ShoreTel's rebranding of its cloud services business as ShoreTel Sky.
The product, dubbed AppFuse, leverages Salesforce's CTI adapter technology to tightly integrate Salesforce CRM capabilities with ShoreTel's cloud-based UC and contact center offerings. Among its key features are what ShoreTel describes as a "20/20 Activity View" -- in which the phone system's call records are captured whether a user is logged into Salesforce or not -- as well as voice-mail transcription and the use of Salesforce intelligent routing to move customer callers around to sales reps and contact center agents.
Read more at CRN.