Aria Solutions, contact center and customer engagement solutions provider, announced an API-based softphone (the Velocity Softphone) that integrates Salesforce.com workflows into Cisco telephony systems. With Salesforce serving as a leading CRM and customer engagement platform, and Cisco leading the telephony space, a single interface for agents to access both platforms aims to increase agent efficiency and decrease agent errors.
Aria cites research that finds that agents spend 15% of their time searching information across multiple screens. By integrating Salesforce and Cisco through the Velocity Softphone API, agents will find and update all relevant data on a single screen. Velocity Softphone is available on the Salesforce AppExchange.
On the Salesforce side, Pressional, Enterprise, Unlimited, and Performance editions are all supported. From Cisco, Finesse 11.5 is required. From a browser perspective, users must have IE 10 or higher, Firefox, or Chrome. The Velocity Softphone is a presentation layer offering, and the API allows form customization at the login screen, dial screen, and call screen. For a full list of customizations, check out the datasheet.
Aria Solutions SVP of Operations commented that customers have anticipated an integration of CRM and telephony at this level for quite some time, without a meaningful solution. Aria Solutions believes that delivering the solution through an API brings the ease of deployment, flexibility, and scalability needed to see wide scale adoption of a long awaited integration.