9.90 € User/Month*
Salesforce.com Lightning support
TeamCall for Salesforce.com supports both the Salesforce.com Lightning and Classic experiences.
Click2Call
Fast and simple dialing of phone numbers from within Salesforce.com via mouse click.
Telephony functions (phone control)
With the ilink softphone, the user is able to control their desktop phone from within the Salesforce.com frontend. Use the functions dialing, answering, hold, consultation call, transfer, and hang up. Also, phone numbers can be entered into the dial field for dialing. The ilink softphone and the telephone device are synchronized via the CTI data link to the phone system.
Call ID recognition and display
Inbound calls are visible in the ilink softphone (as well as on the desktop phone). The softphone looks up the matching Salesforce.com object for the call (contact, account, lead, case) and displays the call information that has been configured in the Salesforce.com softphone layouts. Additional CRM information are retrieved via the related records link.
Call classification/Call Wrap-Up
Users can classify inbound and outbound calls using a wrap-up code. The Administrator can configure up to 20 codes for each call direction. In addition, the user can add further call notes into a free text field. The wrap-up code, call notes, a subject, as well as the related records are stored in the users call activity (where they can aslo be edited at a later point). The wrap-up incomplete function makes sure that no call classification is lost when a new call arrives while the user has not yet finished adding information to the previous call's record.
List of latest calls
A user call journal in the softphone (which can be expanded or hidden) provides an overview over the last calls, each with a time stamp and a shortcut link to the corresponding Salesforce.com call activity.
Salesforce.com call activity reports
The deep OpenCTI integration in Salesforce.com causes the call data and the information from call wrap-up to be stored in the acitivity history of the user (as a task, in the standard version optionally as an event, and in the advanced version optionally as a custom object). In addition, the Salesforce.com report function can be used to create detailed call statistics, e.g. for realtime evaluation of call results, open tasks, call times, call directions (inbound/outbound), etc.
Save-to-Task (call activity)
The call wrap-up code, call notes, as well as the other call data will be stored as a call activity of type "task".
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14.90 € User/Month*
Salesforce.com Lightning support
TeamCall for Salesforce.com supports both the Salesforce.com Lightning and Classic experiences.
Click2Call
Fast and simple dialing of phone numbers from within Salesforce.com via mouse click.
Telephony functions (phone control)
With the ilink softphone, the user is able to control their desktop phone from within the Salesforce.com frontend. Use the functions dialing, answering, hold, consultation call, transfer, and hang up. Also, phone numbers can be entered into the dial field for dialing. The ilink softphone and the telephone device are synchronized via the CTI data link to the phone system.
Call ID recognition and display
Inbound calls are visible in the ilink softphone (as well as on the desktop phone). The softphone looks up the matching Salesforce.com object for the call (contact, account, lead, case) and displays the call information that has been configured in the Salesforce.com softphone layouts. Additional CRM information are retrieved via the related records link.
Call classification/Call Wrap-Up
Users can classify inbound and outbound calls using a wrap-up code. The Administrator can configure up to 20 codes for each call direction. In addition, the user can add further call notes into a free text field. The wrap-up code, call notes, a subject, as well as the related records are stored in the users call activity (where they can aslo be edited at a later point). The wrap-up incomplete function makes sure that no call classification is lost when a new call arrives while the user has not yet finished adding information to the previous call's record.
List of latest calls
A user call journal in the softphone (which can be expanded or hidden) provides an overview over the last calls, each with a time stamp and a shortcut link to the corresponding Salesforce.com call activity.
Salesforce.com call activity reports
The deep OpenCTI integration in Salesforce.com causes the call data and the information from call wrap-up to be stored in the acitivity history of the user (as a task, in the standard version optionally as an event, and in the advanced version optionally as a custom object). In addition, the Salesforce.com report function can be used to create detailed call statistics, e.g. for realtime evaluation of call results, open tasks, call times, call directions (inbound/outbound), etc.
Save-to-Task (call activity)
The call wrap-up code, call notes, as well as the other call data will be stored as a call activity of type "task".
Save-to-Event (call activity)
The call wrap-up code, call notes, as well as the other call data can optionally be stored as a call activity of type "event".
Support of the Service Cloud Console
TeamCall for Salesforce.com supports the Salesforce.com Service Cloud Console mode.
Support of High Velocity Sales
The ilink softphone supports Sales Cadence (branched) Call Steps in the optional Salesforce.com High Velocity Sales module for automatic processing of the call wrap-up code.
New case creation
A new case will automatically be created for calls from numbers not yet known to Salesforce.com. The case will be populated with the call data as well as additional, customer-specific data fields. In addition, the "Subject Translation" function can be activated which automatically inserts preconfigured, translated titles into the case if the call was made to a phone number that is designated for a specific language.
Quick dial list
Frequently used outbound call targets can be configured in a (global) quick dial list. The user can dial these numbers by simply selecting them from a list.
Two step wrap-up codes
Extends the standard single step wrap-up codes to a two step code (category + sub category). In call wrap-up, the user can select both categories using two pick lists. Example: Customer support--construction materials.
Followup actions
In call wrap-up the user can optionally create a followup action at a specific date. This followup action will be stored as a call activity with status "open".
Predefined activity titles
Call activities automatically receive a standard subject text during call-wrap. This text can be edited by the user. To enable faster and easier use of standardized subjects, a list of predefined subjects can be defined, so that the user can pick the subject from a list.
Save to open tasks/events
When a call is started from an open activity, the call record will be stored in this activity instead of a new one.
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19.90 € User/Month*
Salesforce.com Lightning support
TeamCall for Salesforce.com supports both the Salesforce.com Lightning and Classic experiences.
Click2Call
Fast and simple dialing of phone numbers from within Salesforce.com via mouse click.
Telephony functions (phone control)
With the ilink softphone, the user is able to control their desktop phone from within the Salesforce.com frontend. Use the functions dialing, answering, hold, consultation call, transfer, and hang up. Also, phone numbers can be entered into the dial field for dialing. The ilink softphone and the telephone device are synchronized via the CTI data link to the phone system.
Call ID recognition and display
Inbound calls are visible in the ilink softphone (as well as on the desktop phone). The softphone looks up the matching Salesforce.com object for the call (contact, account, lead, case) and displays the call information that has been configured in the Salesforce.com softphone layouts. Additional CRM information are retrieved via the related records link.
Call classification/Call Wrap-Up
Users can classify inbound and outbound calls using a wrap-up code. The Administrator can configure up to 20 codes for each call direction. In addition, the user can add further call notes into a free text field. The wrap-up code, call notes, a subject, as well as the related records are stored in the users call activity (where they can aslo be edited at a later point). The wrap-up incomplete function makes sure that no call classification is lost when a new call arrives while the user has not yet finished adding information to the previous call's record.
List of latest calls
A user call journal in the softphone (which can be expanded or hidden) provides an overview over the last calls, each with a time stamp and a shortcut link to the corresponding Salesforce.com call activity.
Salesforce.com call activity reports
The deep OpenCTI integration in Salesforce.com causes the call data and the information from call wrap-up to be stored in the acitivity history of the user (as a task, in the standard version optionally as an event, and in the advanced version optionally as a custom object). In addition, the Salesforce.com report function can be used to create detailed call statistics, e.g. for realtime evaluation of call results, open tasks, call times, call directions (inbound/outbound), etc.
Save-to-Task (call activity)
The call wrap-up code, call notes, as well as the other call data will be stored as a call activity of type "task".
Save-to-Event (call activity)
The call wrap-up code, call notes, as well as the other call data can optionally be stored as a call activity of type "event".
Support of the Service Cloud Console
TeamCall for Salesforce.com supports the Salesforce.com Service Cloud Console mode.
Support of High Velocity Sales
The ilink softphone supports Sales Cadence (branched) Call Steps in the optional Salesforce.com High Velocity Sales module for automatic processing of the call wrap-up code.
New case creation
A new case will automatically be created for calls from numbers not yet known to Salesforce.com. The case will be populated with the call data as well as additional, customer-specific data fields. In addition, the "Subject Translation" function can be activated which automatically inserts preconfigured, translated titles into the case if the call was made to a phone number that is designated for a specific language.
Quick dial list
Frequently used outbound call targets can be configured in a (global) quick dial list. The user can dial these numbers by simply selecting them from a list.
Two step wrap-up codes
Extends the standard single step wrap-up codes to a two step code (category + sub category). In call wrap-up, the user can select both categories using two pick lists. Example: Customer support--construction materials.
Followup actions
In call wrap-up the user can optionally create a followup action at a specific date. This followup action will be stored as a call activity with status "open".
Predefined activity titles
Call activities automatically receive a standard subject text during call-wrap. This text can be edited by the user. To enable faster and easier use of standardized subjects, a list of predefined subjects can be defined, so that the user can pick the subject from a list.
Save to open tasks/events
When a call is started from an open activity, the call record will be stored in this activity instead of a new one.
Save to custom objects (call activity)
The call wrap-up code, call notes, as well as the other call data can optionally be stored in a custom object (instead of a task or event).
Support of Visualforce
TeamCall for Salesforce.com supports customer applications that use Visualforce pages, e.g. for an individual CTI dashboard for inbound calls, displaying specific call data.
Call tags
Call tags contain extended information about the call type that will be stored in the call activity, where it can be evaluated: internal/external call, transferred call, conference.
Prefix dialing
The user can use the GUI to select the trunk on which an outbound call shall be made (e.g. to transfer a specific calling number with the call). This will add a specific call prefix that has been configured in the phone system to access the corresponding trunk. The GUI list of configured trunks is preconfigured by the Salesforce.com administrator.
Agent timer
The agent timer function supports the call center agent stay within configurable time limits per call. The softphone features a display of the passed call time, color coded according to the limits (green / yellow /red).
ACD integration°
TeamCall for Salesforce.com optionally supports integration of the softphone into the automatic call distribution / ACD of certain phone systems. With this, the additional ACD functions described below will be available in the softphone. Call routing will continue to be controlled by the ACD system.
ACD agent login/logout°
Logging in to TeamCall for Salesforce.com will automatically log in the agent at the ACD; the agent can use the softphone to log off from the ACD.
ACD agent state control°
Users can set their ACD status (ready/not ready/working after call) from within the ilink softphone.
IVR integration°
Optional integration of voice dialog systems (IVR) of specific phone systems (Avaya, Mitel, ...). Data that was determined in the IVR dialog can be automatically transferred to Salesforce.com for display and further processing. Feature available upon request (customizing is required).
Customer specific special functions°
ilink implements special functions upon customer request by customizing TeamCall for Salesforce.com. Special functions will be based on the customer requirements and will be validated, specified, implemented and diligently tested in cooperation with the customer.
°) certain advanced feautures depend on the phone system type and may require customizing (with extra costs). The ilink Professional Services team will be happy to help and answer your questions.
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