and Cisco Collaborate to Help SMBs Increase Operational Efficiency and Customer Responsiveness

Published on October 9, 2006 in Computer Software, Technology


Cisco Unified CallManager Express Connector for will be available on the AppExchange; common platform demonstrated at Dreamforce ’06

SAN FRANCISCO (October 09, 2006) – [NYSE: CRM], the market and technology leader in on-demand business services, and Cisco Systems, today announced the two companies are working together to make the Cisco Unified CallManager Express Connector available for’s AppExchange. CallManager Express is the call-processing component of the Cisco Unified Communications system for small and medium-sized businesses (SMBs). The connector integrates Cisco’s Unified Communications with’s on-demand business services.

Cisco Unified CallManager Express Connector for will offer SMBs and branch offices a complete, user-friendly solution for improving employee productivity and delivering superior customer service. For example, the integrated solution provides features such as click-to-dial and screen pop-ups on both incoming and outgoing calls, enabling frontline employees across the company to view customer account activity and contact information before answering the phone. This leads to a more valuable conversation for the company and higher customer satisfaction for the customer.

By integrating Cisco Unified CallManager Express with Salesforce, Cisco will help provide customers and AppExchange partners with the ability to incorporate feature rich telephony capabilities, such as voice, presence, collaboration, conferencing and video with the suite of Salesforce on-demand business applications. All Salesforce applications, including Salesforce SFA and Salesforce Service & Support, along with the more than 400 applications on the AppExchange, will be able to take advantage of a common communication platform, delivering unprecedented business-class communication features to customers and the overall SMB market.

“Seventy percent of all customer interactions take place over the phone,” said Peter Alexander, vice president for worldwide SMB marketing at Cisco Systems. “By using Cisco Unified Communications and to access a customer’s information in real time, SMBs can increase operational efficiency and customer responsiveness.”

“This platform-level mash-up marries the power of the Business Web with the flexibility of Cisco’s Unified Communications system. The combination provides unrivaled flexibility for our customers to freely communicate and interact on the Web,” said Marc Benioff, chairman and CEO, “This joint work with Cisco will help accelerate the momentum of our Salesforce Service & Support business and will provide tremendous value to our customers, partners and respective sales channels.”

The collaboration stems from’s participation in the Cisco Technology Development Program. Members of the Cisco Technology Developer Program enhance and unite the comprehensive Cisco technology portfolio with products that feature verified interoperability.

The Cisco CallManager Express integration will be demonstrated in the Cisco pavilion at Dreamforce ’06,’s User and Developer Conference, and is scheduled to be available in conjunction with’s Winter ’07 release. Customers who purchase applications should make their purchase decisions based upon features that are currently available. For more information please visit

More than 400 applications are now available on the AppExchange, the world’s first on-demand application directory, found at

Source: Salesforce

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