Toshiba Integrates Salesforce CRM with Communications System

Toshiba America Information Systems Inc. yesterday announced its unified communications system is being natively integrated with Salesforce on-demand CRM software-as-a-service.

The new integration is featured in the R1.71 upgrade of its IPedge Unified Communications system and application server.

"The customer experience is the most important factor in differentiating a business and the strongest way to gain an edge over the competition," said Toshiba exec Brian Metherell in a statement. "Today, we announce a very powerful solution to help companies manage customer relationships more effectively and efficiently: the combination of Toshiba's IPedge solution with Salesforce.com."

By using the new Toshiba Salesforce plug-in, the company said, enterprises can use the Salesforce interface to take advantage of features such as:

  • Click-to-call -- The click-to-call capability provides an easy way to call a contact stored in the Salesforce application. The plug-in adds a small phone icon next to the phone number, and by clicking the icon, a call is automatically placed to the contact. Basic Toshiba phone system calling features are available, including making and receiving calls.
  • Contact history -- Contact history records are automatically created for every incoming and outgoing call associated with a particular contact. Users can edit the record with additional notes as desired.
  • Screen pops -- The plug-in can be configured to automatically display a screen pop of the customer contact information based on the phone number (Caller ID), allowing the user or agent to process the customer's request quickly and accurately. If no matching contact is found, Salesforce can be configured to open and create a new customer record.
  • Easy activation -- The Toshiba Salesforce plug-in is available as a download from the Salesforce App Exchange online store and is easily installed by the system administrator into the App Setup area in Salesforce, specifically into the Call Center setup menu.

No additional hardware or software is necessary beyond a subscription to the Salesforce Professional, Enterprise or Unlimited Edition in order to install and use the Toshiba plug-in.

About the Author

David Ramel is the editor of Visual Studio Magazine.