IRVINE, Calif., July 12, 2016 /PRNewswire/ -- Toshiba America Information Systems, Inc., Telecommunication Systems Division today announced native integration with Salesforce™ on-demand CRM software-as-a-service for its IPedge® Unified Communications system and application server. Salesforce integration is supported in the IPedge R1.7.1 upgrade and available as a download from the Salesforce App Exchange™ online store.
"The customer experience is the most important factor in differentiating a business and the strongest way to gain an edge over the competition. 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," said Brian Metherell, vice president and general manager of Toshiba America Information Systems, Inc., Telecommunication Systems Division.
Boost Productivity With Salesforce CRM
The tight integration between Toshiba's IPedge business telephone systems and the Salesforce application enables call control and management directly from the Salesforce interface, eliminating the need to toggle between applications or perform manual look-ups. Customer interactions become simpler, more efficient and more effective.
A simple download and installation of the Toshiba Salesforce plug-in enables access to the following call-related activities from within the Salesforce interface:
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.
Licensing and Requirements
The Salesforce plug-in requires Toshiba's IPedge® R1.7.1 or higher (or Strata® CIX systems with an IPedge R1.7.1 App Server) as well as a license (I-UC-SFORCE) for each user. Users must subscribe to the Salesforce Professional, Enterprise or Unlimited Edition in order to install and run the Toshiba plug-in. No additional hardware or software is necessary.
Toshiba IPedge R1.7.1 is compatible with all IPedge business telephone systems (IPedge EM, EC and EP as well as the IPedge Application Servers, which enable Strata CIX systems to utilize IPedge applications.
About Toshiba America Information Systems, Inc. Telecommunication Systems Division (TSD) Toshiba America Information Systems, Inc., Telecommunication Systems Division is one of the six business units of Toshiba America Information Systems, Inc. (TAIS) and offers business communication solutions for SMB enterprises and enterprises with multi-site or regional locations. Toshiba's VIPedge cloud-based business telephone solution supports up to 500 users, and the IPedge and Strata CIX systems support from 8 to 1,000 users and offer Voice over IP, voice mail and unified messaging, conferencing and collaboration, unified communications applications, networking, mobility and more. Together with Toshiba's PCs, tablets, copiers, and surveillance video cameras/recorders, Toshiba's Telecommunication Systems Division helps enterprises maximize business efficiency in communications and mobility. Headquartered in Irvine, Calif., TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation. For more information, visit www.Telecom.Toshiba.com.
About Toshiba Toshiba Corporation, a Fortune Global 500 company, channels world-class capabilities in advanced electronic and electrical product and systems into three focus business fields: Energy that sustains everyday life, that is cleaner and safer; Infrastructure that sustains quality of life; and Storage that sustains the advanced information society. Guided by the principles of The Basic Commitment of the Toshiba Group, "Committed to People, Committed to the Future," Toshiba promotes global operations and is contributing to the realization of a world where generations to come can live better lives.
Founded in Tokyo in 1875, today's Toshiba is at the heart of a global network of 550 consolidated companies employing 188,000 people worldwide, with annual sales surpassing 5.6 trillion yen (US$50 billion) (as of March 31, 2016). To find out more about Toshiba, visit www.toshiba.co.jp/index.htm.