Source: www.voip-news.com

There’s a new product available that combines elements of trixbox Pro Unified Agent Edition and salesforce.com’s AppExchange. Fonality’s trixbox Pro Unified Agent Edition can be obtained from Fonality Australia.

The collaboration of the two innovative systems provides a unique customer centric view of a company’s telephony interaction and contributes to the customer value creation.

Fonality Australia director, Marc Englaro said that it used to take time and budget to create the kind of deep integration between a CRM and a phone system.

“Fonality is creating a clear channel between the two systems and helping organisations get a complete picture of the interactions with a customer or prospect. Fonality is the first company to provide automatic logging of phone calls into Salesforce.com. No longer do the sales and service representatives have to manually log calls into the CRM system. Now, all inbound and outbound calls are automatically matched with the corresponding record in Salesforce.com, and call data is captured and logged,” said Fonality Australia director Marc Englaro.

According to the companies:

The Fonality UAE value creation process is driven by the following features:
- Performance Management:
- Automatic Call History provides a detailed history of who employees are calling and the duration of each call.
- Integrated Call Recording allows any call to be recorded from the PBX system and attached to the corresponding record in Salesforce.com.
- Lead Management Reporting provides reports on how many calls were required for conversion, lead activity, etc.
- Agent Activity Reporting ranks agents based on activity and productivity.
- Outbound Call Reporting shows which reports are busiest on the phone, how many calls have been made to leads and customers.

Source: snapvoip.blogspot.com

San Diego, CA – July 30, 2007 – Switchvox, a leading provider of IP PBX phone systems for small- and medium-sized businesses (SMBs), today announced the availability of Switchvox SMB v3.0, the latest version of its IP PBX that now supports real-time sales and customer service applications.

Switchvox customers can now analyze and manage sales leads through Switchboard panels designed to work directly with their customer relationship management (CRM) programs. Detailed information from SugarCRM and Salesforce.com automatically pop-up on incoming calls via the Switchboard, Switchvox’s real-time call control panel, eliminating the burden of having to access records manually. The integration of Google Maps makes it easy to identify the location of inbound calls, helping to more easily adapt to potential leads.

Switchvox SMB v3.0 also features customizable Switchboard panels, where developers have access to a toolkit and the ability to build custom panels to fit the specific needs of the business. Additional features include:

• Integration with external voicemail servers: Switchvox now has support for third-party, SIP-based voicemail servers, like those made by Esnatech
• Sound packs: allows organizations to select from professionally recorded male and female voices that best complement their business
• Upgraded operating system: increased capacity to handle more concurrent calls with faster hardware systems
• Firedialer 2.0 upgrade: now includes automatic updates and support for local and international numbers

"With the integration of key CRM applications, our SMB customers are able to take the guess work out of their sales strategy. They now have the ability to manage incoming and outbound lead generation, and even locate prospects with Google Maps," said Joshua Stephens, CEO of Switchvox. "This is a key element that had been lacking in the industry which allows smaller businesses to take full advantage of communications technologies available to them in one simple package."

Switchvox builds its products from open source software and uses open standards. The company’s products are sold as turnkey solutions that include server hardware and pre-installed Switchvox software. Switchvox provides an easy-to-use and manage system that allows companies to make calls using traditional analog lines, as well as VoIP services.

The new Switchboard panels for SugarCRM, Salesforce.com and Google Maps integration are available immediately and free of charge for a limited time. Switchvox SMB starts at $2,495 and can be purchased from Switchvox directly or through its network of channel partners. Further information on Switchvox can be found at www.switchvox.com. Information on the Switchvox reseller program can be found at www.switchvox.com/resellers.