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Cisco Unified CallConnector for Salesforce.com

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Integrated Customer Satisfaction Tools

Increase productivity and customer satisfaction with your small or medium-sized business (SMB) by getting access to vital customer information when it's needed. Cisco Unified CallConnector for Salesforce.com integrates the Cisco Unified Communications system for SMBs with the salesforce.com on-demand customer relationship management (CRM) services.


The following are some of the features and benefits of this easy-to-use, integrated solution:

  • For inbound customer calls, employees can immediately view the customer's recent activity history, outstanding follow-up tasks, sales opportunities, and service-level agreements in just a few clicks.
  • Home-based workers and remote sales teams have access to the same integrated telephony and salesforce.com tools as those working in the main office.
  • Click-to-dial functionality increases productivity in outbound calling, giving casual users a convenience feature and offering a real competitive edge in a telesales environment.

Featured Content

Cisco Unified CallConnector for Salesforce.com Flash Demo
Learn how to integrate unified communications with CRM and improve productivity and customer satisfaction.

Product Literature

Data Sheets

(All Cisco Unified CallConnectors Data Sheets)

Solution Overviews

(All Cisco Unified CallConnectors Solution Overviews)

Cisco Unified Communications and Salesforce.com CRM Solution Overview (PDF - 230 KB)

Learn more about Cisco Unified CallConnector for Salesforce.com


Comments
mpace1977
Beginner

This product is free with any UC520? Really? Where's the documentation? Does the box allow for screen pops by accessing a database online?

Jennifer Blatnik
Beginner

The Cisco Unified CallConnector for Salesforce.com (UCC for Salesforce.com) is a free business application connector that integrates Salesforce.com with Cisco Unified Communications platforms, specifically:

    * Cisco Unified Communications Manager Express (UC520 and ISR)

    * Free Download for partners and customers with Cisco.com login account

The software enables desktop productivity tools for the end user:

    * Click to dial

    * Call tracking

    * Screen pops

Links and Resources

http://www.cisco.com/go/salesforce

http://www.cisco.com/web/partners/sell/technology/ipc/integrated-solutions/salesforce.html

http://www.cisco.com/en/US/products/ps9117/index.html

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps9117/data_sheet_c78-457337.html

mpace1977
Beginner

Thanks, however...how do the screen pops work? If a customer within the salesforce program calls my phone, the relevant data on that customer will pop up if I so choose, correct? How does that work? Is there documentation explaining this?

Marcos Hernandez
Collaborator

Jennifer's post has all relevant links to documentation resources.

Thanks,

Marcos

summerd
Beginner

Does UCC for SFDC work with CUPC?

ronlewis
Cisco Employee

These two apps are different, CUPC is for CM, not CME on ISR or UC500. CUPC is a SIP/JTAPI based application. UCC for SFDC is TAPI based, and should not be used at the same time.

As to how does the screen pop work, the UCC for SFDC is a Salesforce developers add on, using the SFDC toolkit. The CallConnector widget gets the phone number from the call control, CME/ISR or CME/UC500 or CM via TAPI, then the phone number is passed to SFDC looking up in number fields for a match. If found then the record of the matching customer is displayed. In addition a new event record for inbound and outbound calls is created.

Hope this helps,

Ron Lewis

Cisco

jcline
Community Member

Ron, can you direct me to the product manager for the Salesforce.com UCC at Cisco? I am working with Fidelus, a large Cisco VAR and need to ask a few questions about the roadmap, etc. for the UCC and TSP listener.

Thanks.

jc

Jon Cline

jcline@c-levelcompanies.com

destiny6366
Beginner

Hello,

Does this application work with CAD with UCCX? Looking for a feature to use Salesforce with CAD to be able to click to dail.

Thanks