Broadsoft Unified Connector for Salesforce
A Computer Telephony Integration Tool
Broadsoft Unified Connector for Salesforce
BroadSoft Unified Connector for Salesforce is a CTI tool that gives Salesforce users the ability to fully integrate their Saleforce CRM system with the services they have on the CommPartners Connect BroadSoft hosted PBX and IPTrunking platform. This lets enterprises use their carrier-grade VoIP calling features – such as call control, call hold and call transfer – in conjunction with their CRM features in Salesforce. End-users served off the BroadSoft platform can automatically capture and manage a detailed log of all calls from within Salesforce to track interactions with customers. The integration automatically opens a caller’s contact record when the user receives an incoming call.
Key Features and Benefits
| Feature | Description | Benefits |
| Screen Pop on incoming and outgoing calls | Received and placed calls are matched to the corresponding record in CRM and all relevant information is automatically presented to the user. | Saves the end user time from having to navigate for relevant information before engaging with the customer. |
| Call Logging | Log all infomation direct from the Unified Connector. All information is auto-logged with the associated contact. | Record detailed notes easily. Ensure that no details are missed. |
| Click to Answer | Click to answer from the web interface and phone is automatically answered | Improves efficiency and ensures that customer calls are answered more promptly. |
| Click to Dial | Click on the phone number of any contact and you are immediately connected. | Ensure that the orrect number is always dialed. Saves an estimated 20 seconds for every outgoing call. |
| Integrated Call Control | Control any call direct from Salesforce. Answer, hold, transfer, or end the call with a simple click. | Easily transfer a call with the click of the mouse. Improves productivity and ensures that calls are properly handled. |
| Call Reporting | Run detailed reports on call usage by employees. Track which customers are calling most frequently. | Detailed reports from key insights on which employees are being the monst productive and an understanding of which accounts are calling in most frequently. |
| Selective Match | If call ID matched multiple records, the user can select the appropriate record whe the caller has been identified verbally. | Gives the user control over how to match the call when there are multiple matches. |
Availability
The BroadSoft-Salesforce integration is available to all CommPartners Connect BroadSoft enterprise and IP Trunking users at no additional charge. An installation demonstration and user guide is provided for users. BroadSoft, along with CommPartners Connect, does not offer a Service Level Agreement for the Broadsoft Unified Connector for Salesforce. Troubleshooting assistance and technical support are not available from BroadSoft or CommPartners Connect for this application*.
System Requirements
- Internet Explorer 6.0
- Windows XP
- 256 MB or RAM (512 MB recommended)
- 20 MB disk space minimum
- P2 500 Mhz processor or above
*The BroadSoft Unified Connector for Salesforce is being offered at no additional cost to end-users. If it fails to meet performance expectations, CommPartners Connect advices that end-users discontinue its use.