The integration of an IP phone system with business applications helps organizations optimize their processes and workflows. This not only improves productivity but leads to more informed decisions, simpler collaboration, shorter response times and a better customer experience. It also increases the value of the phone system, unified communications (UC) platform and business applications.
Customer relationship management (CRM) solutions and enterprise resource planning (ERP) applications are commonly integrated with IP phone systems. Customer and supplier information can be combined with automated call records for activity logging, reporting and analysis. Click-to-call features can save time and help automate business processes, while screen pops can facilitate customer engagement.
ShoreTel’s IP communications system supports open standards and includes open application programming interfaces (APIs) that support integration with leading applications. In addition, ShoreTel has developed an ecosystems of more than 1,500 developers and 110 technology partners who offer products that extend the capabilities of the ShoreTel platform.
That said, integrating phone system functionality with business applications and workflows is a complex undertaking. Most organizations prefer to let an experienced solution provider such as IPC perform the integration. We can help you combine UC capabilities with your business systems and boost the ROI of your ShoreTel solution.