BroadSoft Launches VoIP Mash-Up with Salesforce.com
BroadSoft, a provider of VoIP application software, has completed a "mash-up" of its BroadWorks VoIP application platform with salesforce.com.
The new joint solution will enable enterprise users to integrate the BroadWorks VoIP platform directly into salesforce.com's customer relationship management (CRM) applications, allowing users to access click-to-dial, recorded-call logging and other advanced voice features.By introducing a computer telephony integration (CTI) connector for the BroadWorks platform, Salesforce users can now fully integrate with the BroadWorks-based phone system. This enables enterprises to use their carrier-grade VoIP calling features˜such as call control, call hold and call transfer˜in conjunction with the customer relationship management 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 solution is now available for service providers on a free trial basis.
"BroadSoft and salesforce.com bring two market leaders in their respected categories˜hosted VoIP and on-demand CRM applications˜into the spotlight with an integration that has broad, practical appeal for many users," said Laurie McCabe, vice president of SMB Insights and Solutions for AMI-Partners. "SMBs and large enterprises that want a more unified and streamlined way to integrate contact management with VoIP should find this offering compelling."
"BroadSoft's CTI connector for Salesforce Call Center is another example of a company enabling salesforce.com customers to connect to millions of business phone lines," said Bobby Napiltonia, senior vice president of alliances for salesforce.com. "Now every service provider using BroadSoft's BroadWorks platform can deliver enterprise-grade VoIP integrated with Salesforce. BroadSoft has recognized the power of this integration."
"By incorporating the BroadWorks menu of advanced calling features with managing customers through salesforce.com, we're giving operators a compelling, revenue-generating solution targeted for their enterprise customers," said Scott Wharton, vice president of marketing for BroadSoft. "This integration shows how BroadWorks can be used to increase end-users' productivity by making VoIP a ubiquitous element in daily business functions."