Salesforce Features

Call Center Edition

Integrated Telephony for The Business Web™

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  • Unlimited portability: Turn any computer into a call center desktop
  • Unlimited flexibility: Set up call centers for sales, marketing, service, or other functions
  • Unlimited productivity: Connect agents to customers with a click

With Winter ’07, salesforce.com brings telephony to The Business Web. The on-demand success enjoyed by your field sales and marketing organizations is now within the reach of your customer service agents and telesales reps. With new computer-telephony integration (CTI) capabilities, you can directly integrate your telephone network into Salesforce and access it entirely through the familiar, browser-based Salesforce interface. With the combined power of CTI and the new Salesforce Console, salesforce.com delivers unlimited productivity to your call centers.

Call Center Edition is available in Developer, Professional, Enterprise and Unlimited Editions.

Training, Documentation, & Best Practices

Partner & Developer Resources

Feature Details

  • Computer Telephony Integration (CTI): Companies can seamlessly integrate Salesforce with most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and on-demand call center vendors like Avaya On Demand, Pandora, and Five9.
  • Fully Integrated Softphone: Screen pops based on ANI or IVR and click-to-dial can appear throughout Salesforce. The softphone facilitates hoteling, virtual call centers, and remote agents around the globe.
  • Configurable Softphone Layouts: Customize the softphone layouts and assign them to profiles for a tailored agent experience. Define which objects are available, which data to show, and which functions to allow.
  • Automatic Call Logging: With Call Center Edition, Salesforce also includes integrated call logging with notes and automatic call times directly associated to multiple Salesforce objects.
  • Screen Pop Any Record: Contacts, cases, leads, or even custom objects can be screen popped to gain efficiencies in any business process including customer service, telemarketing, and telesales.
  • Easy Setup: Easily define multiple call centers, add users, and manage access to telephony functions.

Note: Call Center Edition is available for Salesforce customers on a pilot basis only with the release of Winter ’07. For more information about the pilot, contact your sales representative, your customer success manager, or salesforce.com support.

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13 Comments Bookmark

13 Comments

William Dunn
December 12

Is there a more sophisticaed telemarketing campaign interface which does not require so many clicks and refreshs.?
Jamie
December 13

William that's what the Salesforce Console is all about.

http://blogs.salesforce.com/features/2006/12/salesforce_cons.html

January 4

Is there going to be any support for Asterisk-based call-center solutions ?
Herve
January 5

William,
We have partners that are integrating predictive dialers to the Salesforce Console in order to increase sales, support productivity in telesales/telemarketing scenarios. One of them, Pandora Networks, has already built a working integration that will soon be posted on the Appexchange.

Herve
January 5

An asterisk connector for Winter 07 Call Center edition is available through several partners, namely Envox, SimpliCTI and iLink. Their connectors are posted on Appexchange
Simon
January 17

I am from a Call Center environment of NTT MSC (NTT Communications Corp). Am wondering how can we be a part of the pilot project.

Can someone contact us??
David Glen
January 30

I have requested to participate in the Call Centre Edition pilot project but your support department tell me that this is not supported for PE.
The release notes state that it is.Can someone please clarify this.

David Glen
Marco Casalaina
January 31

Call Center Edition does support Professional Edition. The caveat is that the adapter that you're using must first be certified on the AppExchange. Call Center Edition is heavily dependent on Salesforce.com’s web services API, which is not normally available to PE customers. With AppExchange certification, partners are granted a “key” that allows them to access the web services API, even from PE. So you if you have Professional Edition, you must use an adapter from a AppExchange Certified Partner.
Bryan
February 2

How can I see/find the video from Dreamforce 06 that Cisco put on the show the CTI integration? ps Volume is very low on these videos
Alexander Dau
February 8

Does someone have expierence with the Call Center Edition now?
Marco Casalaina
February 9

A number of customers are implementing Call Center Edition now with partners found on the AppExchange. Please feel free to call me (via 1-800-667-6389) to talk about Call Center Implementations.

As for the Cisco video, I believe you can obtain access to it via Cisco by signing up at:

http://www.salesforce.com/cisco

We'll be putting up a video of Call Center Edition from the Salesforce side in the next few weeks -- stay tuned!
Hugo
May 27

Anyone have experience with Asterisk interation ?
Angelique De Vos
July 6

If there's an incoming call, does the correct information pop up automatically (e.g. account) ? (using Cisco CallConnector)