Integration with VoIP solutions [ Edited ]

[JPM]

Hello,

I am currently investigating the purchase of a PBX, VoIP PBX or hosted VoIP PBX for our small division.  We are moving from our existing space and have the opportunity to begin fresh. 

I am leaning heavily towards a hosted VoIP solution, with Covad and Smoothstone being my frontrunners at this point.

I would like the VoIP system to allow much of what these two vendors offer, and I would like to see convergence between contacts in our Salesforce implementation and the phone system.  For example, I would like to see contacts from our Salesforce implementation identified before we answer the call via our VoIP phone, or directly from Skype.

For background, I am considering all ideas, including business level Skype, integrated chat, email notifications.  I don't want just a 70s style PBX.  I want to leverage new technologies that I can use for competitive advantage.  We will also run a small customer support and sales call center with this, so the solution needs to include this.  Last, as mentioned, it MUST be able to integrate directly with the contacts in Salesforce (without much or any development work included).  We don't yet have internet service at our new location, so that is still an open option as well (maybe something from Verizon, etc?...)

So, can anyone offer any advice or share your experiences with this type of complete integration.  An added benefit to me for Covad seems to be that I can get this phone service and the T1 that all this runs on directly from them for possible package discounts.

Also, additional question.  If we implement VoIP, does anyone have good/bad experience with one phone device over another?

Thank you,
John


Message Edited by JPM on 03-09-2008 09:49 AM

[Zayo Memphis]

JPM -

I just saw a demo from Zayo Managed Services that seamlessly integrates VoIP into salesforce.com. Everything from the caller information to outbound click and call.

I'll show you more, email me if you are interested: jhodges@zayoms.com

John Hodges

Zayo Managed Services

901-857-3184

[Jakester]

ShoreTel's been pretty good for us - we've got click-to-call and it automatically brings up a contact's record if their number is in Salesforce. That said, they haven't been perfect, either. We've had occasional trouble with the ActiveX control crashing when more than one call comes in at the same time, and their SoftPhone technology sucks, so we've had to buy a lot more hardphones than we had originally planned.

[Zayo Memphis]

Jakester -

Incoming calls that are mishandled can be troublesome and costly. I've found that Service Providers who deliver both the network and a managed service are better suited to deliver a quality product. Keys to VoIP are: effectively capturing calls from the PSTN, recognizing call ID, and an integrated CRM platform. Call traffic reporting may help diagnose some of the issue, application analysis will further help pinpoint a problem.

It sounds like you're finished chasing down the problem and ready to move on....Of course, I'd like to plug Zayo, but I don't know which market you are located. Keep me posted, I'm interested in who you find to meet your needs.

John

[CallCenterGuy]

If you want to fully leverage Salesforce and Google, give this a look: http://www.salesforce.com/appexchange/detail_overview.jsp?NavCode__c=&id=a0330000006bBLCAA2

[Jakester]

Here's a link for the lazy. This product has an average of 1 out of 5 star rating - care to explain why you like it, since most people don't?

[CallCenterGuy]

Jakester - not sure where you get that most people don't like it. It was just posted and has not been reviewed by any Salesforce customers yet. In terms of why we like it - very cost-effective and works well with Skype, Google and Saleforce.

[Jakester]

Here's an example (I picked at random) of an app that has a 4.5 star rating.

Here's an example (also at random) of one that hasn't been rated yet. The app you linked to has a 1 star rating - make sense?