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October 23, 2007

BroadSoft, Salesforce.com Mash Up VoIP, CRM Apps

By David Sims, TMCnet Contributing Editor

BroadSoft (News - Alert), a vendor of VoIP application software, announced a mash-up of its BroadWorks VoIP application platform with Salesforce.com (News - Alert). The joint product will let users integrate the BroadWorks VoIP platform directly into Salesforce.com's customer relationship management (CRM) applications, providing access click-to-dial, recorded-call logging and other advanced voice features.



 
By introducing a computer telephony integration connector for the BroadWorks platform, Salesforce users can integrate with the BroadWorks-based phone system, so they can use their carrier-grade VoIP calling features, such as call control, call hold and call transfer, in conjunction with the CRM features in Salesforce.com.
 
Additionally, BroadWorks end-users can automatically capture and manage detailed logs of all calls from within Salesforce.com to track interactions with customers. The integration also automatically opens a caller's Salesforce.com contact record when the user receives an incoming call.
 
Telecom service providers can now offer the BroadSoft-salesforce.com integration as a value-added service. The BroadSoft-salesforce.com product is now available for service providers on a free trial basis.
 
Last month Salesforce.com debuted Salesforce Winter '08, which will expand Salesforce from four to six major application product lines with two new applications: Salesforce Content and Salesforce Ideas.
 
These two new applications will “deliver Salesforce to every employee in the enterprise and empower customers to take advantage of the wisdom of crowds,” Salesforce.com officials said, adding that "the 24th generation of Salesforce will further extend salesforce.com's leadership in the CRM market by using the Force.com platform to bring Web 2.0 community-based technologies to the entire suite of Salesforce CRM applications."
 
The Salesforce Winter '08 release will expand the Salesforce product line from the original four CRM applications of Salesforce SFA, Salesforce Service & Support, Salesforce Marketing and Salesforce Partner Relationship Management to include Salesforce Content and Salesforce Ideas.
 

Want to learn more about the topic covered in this article? Check out TMCnet’s White Paper Library, a collection of in-depth information on relevant topics affecting the IP communications industry. This information is free to registered users.

 
David Sims is a contributing editor for TMCnet, covering the customer relationship management (CRM) and call center industries. He also blogs for TMCnet here.

(source: http://callcenterinfo.tmcnet.com/analysis/articles/12974-broadsoft-salesforcecom-mash-up-voip-crm-apps.htm)

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