Salesforce Com, Inc.

Ringcentral, Inc.

Jim Dvorkin

Marco Casalaina

Jason Winters

Bing Yang

Dararith Ourk

Rupert Chen

Alexander Alekseevich Pantyukhin

A system for managing events at a contact center is disclosed. The system may include a memory and at least one processor. The at least one processor may be configured to receive an input from a user identifying at least one condition associated with a service level at the contact center, the at least one condition including at least a threshold of a call waiting time at the contact center; detect an occurrence of an event meeting one of the at least one condition; and in response to the detecting, provide a notification to a device associated with the user and operating in a collaboration environment, thereby notifying the occurrence of the event.

System and method for managing events at contact center

In accordance with embodiments, there are provided mechanisms and methods for integrating a private branch exchange (PBX)-equipped client and an on-demand database service. These mechanisms and methods for integrating a PBX-equipped client and an on-demand database service can enable embodiments with additional infrastructure at the client that is better equipped to leverage the on-demand database service. The ability of embodiments to provide such client side infrastructure can enable additional enhanced services in conjunction with telephone calls, etc.

Method and system for integrating a PBX-equipped client and an on-demand database service

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Redwood City, CA, United States of America

Jim Dvorkin