ShoreTel RightNow CRM Integration

Recommended for:

Any customer running RightNow™ CRM and May apply to Sales, Support, or Manufacturing Logistics functions

OVERVIEW

RightNow CRM represents a practice area specialty for ShoreTel Advanced Applications organization. We have delivered RightNow CRM-based integration solutions in the past and can leverage that experience to provide economical solutions going forward. New customer requests will be treated as custom projects requiring some basic discovery and a statement of work. The goal will be to leverage existing software to the largest extent possible, thereby containing costs.

• Desktop client application to automate RightNow™ CRM screen displays
• Software accepts call parameters and triggers RightNow™ CRM behavior accordingly

EXAMPLES

• Trigger contact screen display based on caller ID
• Trigger RightNow™ CRM incident screens based on ID entered by caller
• Create a new incident based on IVR-entered parameters such as product model number
• Customizable to align with specific customer call flows and RightNow™ implementations Software only Application loaded on user desktop computers

BENEFITS

• Increases agent productivity be automating routine tasks
• A natural extension for customers who have deployed RightNow™ CRM
• Flexible settings: Inbound/Outbound, Internal/External, On Answer/On Appearance
• Choice of automatic or user-initiated pop
• Can be paired with ShoreTel AppDialer to provide outbound click to dial from RightNow™ CRM