Envox Worldwide Releases Envox PhoneLink for Salesforce.com's AppExchange
WESTBOROUGH, Mass. & SAN FRANCISCO - Envox Worldwide released Envox PhoneLink for salesforce.com (NYSE:CRM). The Envox PhoneLink application, in combination with Envox CT Connect, provides a CTI solution that will enable customers to add screen pop and click-to-dial capabilities to contact centers in organizations using Salesforce.
"More and more organizations are investing in CTI to enhance information-driven processes in contact centers," according to Daniel Hong, lead analyst, voice business and contact center at Datamonitor. "By adding CTI, they are able to improve customer satisfaction, increase first call-resolution rates, shorten call lengths and decrease per-call costs, all of which enable them to differentiate themselves in today's competitive environment."
The Envox PhoneLink for AppExchange enables salesforce.com customers to integrate the capabilities of Envox CT Connect into their contact centers. Envox CT Connect is a CTI solution providing support for PBX, Automatic Call Distribution (ACD), and IP communication environments. In addition, Envox CT Connect is based on industry standards, such as SIP and CSTA, which enable application developers and systems integrators to add CTI capabilities to voice self-service, contact center, and unified communications solutions.
The Envox PhoneLink application, combined with Envox CT Connect, provides the following capabilities to Salesforce-based contact centers:
· Screen pop - delivers call details and/or a customer's history to the agent along with the call
· Click-to-talk - calls customers directly from within Salesforce
Apex is salesforce.com's on-demand platform and programming language that enables customers, developers, and partners to build new on-demand applications, to write and run their own code hosted with salesforce.com's multitenant service. Customers can use Apex to modify the core features and functionality of their Salesforce deployments for their business needs and integrate new applications and components from partners and developers.