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The partnership between Packet8 and Salesforce.com was first announced in the Spring of 2004, when Packet8 became the first hosted contact center solution to be sforce-certified. The integration between the two applications is now implemented by many companies, including AskAFS, eManage, and National In-Store.
The Packet8 Complete Contact Center for AppExchange provides a number of advances in CRM-to-Contact Center interoperability, including one-click-to-dial for contacts within salesforce.com CRM, single sign-on for customers using both applications, and Screen Pop information portability.
- Interactive Voice Response (IVR): Prompts callers with personalized greetings and menus, collects information from and delivers information to callers.
- Intelligent Queuing and Routing: Holds callers in queue for the next available agent while playing music or personalized messages. Distributes interactions (calls, emails, chat and voicemails) based on agent skill, availability, and business rules.
- Screen Pops: Delivers calls and other interactions with the appropriate contact information in salesforce.com CRM.
- Outbound Dialing: Automatically dial calls by clicking on the contact’s phone number in salesforce.com CRM.
- Virtual Agent Support: Supports on-site, remote, and home agents.
- No Hardware to Install or Maintain: Does not require specialized hardware, only web access and a regular or VoIP phone.
Salesforce.com is the market and technology leader in on-demand business services. The company's Salesforce suite of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on-demand. AppExchange, salesforce.com's on-demand platform, allows customers and partners to build powerful new applications quickly and easily, customize and integrate the Salesforce suite to meet their unique business needs, and distribute and sell on-demand apps at www.appexchange.com. Customers can also take advantage of Successforce, salesforce.com's world-class training, support, consulting and best practices offerings. As of April 30, 2006, salesforce.com manages customer information for approximately 22,700 customers and approximately 444,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit , or call 1-800-NO-SOFTWARE.
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