Salesforce.com and Cisco Take Contact Management to The Cloud
Last week, Salesforce.com announced it will partner with Cisco to deliver “the new face of customer service” by building a new contact center in the cloud. Combining Salesforce’s Service Cloud 2 with Cisco Unified Communications, the new solution uses gives SMBs the ability to run customer service entirely in the cloud. Both Cisco and Salesforce share a faith in cloud computing, and both encourage leveraging social networking sites for customer service.
Service Cloud 2 and Cisco’s Unified Contact Center—which helps companies smoothly integrate inbound and outbound voice call with Internet applications—are integrated by a connector, allowing customers to use Salesforce CRM as their primary agent desktop while having access to Contact Center’s capabilities. The solution is for companies with 30 to 300 customer service representatives, and features the Customer Interaction Cloud, a tool providing more efficient communications.
Salesforce and Cisco consider this new integration the answer to growing demands for cloud-based customer service solutions within the SMB market, as well as a new model for customer service. The cloud model allows companies to deliver “the expertise of the community” to their customers, and Salesforce reports that some 8,000 customers have already turned to Service Cloud 2 (launched earlier this fall) for their customer service needs.
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