If you’re like most IT professionals, you’ve noticed that your roster of third-party providers continues to grow.
- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
Enterprise Connect 2015 proved a popular venue for contact center and customer engagement announcements.
At the 25th anniversary Enterprise Connect this week in Orlando Microsoft took a bit of a gamble, walking away from the “Lync” name for its unified communications platform that it had adopted just
Clientless CRM Connector Underscores Cloud UC Demand
ShoreTel launched an application integration product called AppFuse, the first new product for cloud-based ShoreTel Sky. The API ties UC and contact center systems to Salesforce.com,. Because AppFuse is "cloud-to-cloud," no desktop clients are required, and varied mobile devices can be supported. Cost savings is the primary driver for using hosted VOIP/UC. 70% of businesses cite reduced cost factors, including bundled costs per-user, operational and infrastructure costs as reasons to migrate to hosted UC. In addition, 69% of businesses are now supporting a cell phone BYOD strategy and users should be able to access AppFuse without any issues. SalesForce and Microsoft both have products that compete with ShoreTel’s Sky AppFuse.
BTA Bottom Line: IT managers using or evaluating ShoreTel cloud services for their business should evaluate this clientless API for connection to SalesForce cloud services against SalesForce’ own products and others to reduce infrastructure and operational costs.