Salesforce.com yesterday added call centre functionality to its
service-based CRM (customer relationship management) solution in a
deal with Genesys Telecommunications Laboratories.
The partnership aims to provide users with real-time access to
unified customer data for a complete view of multichannel
interactions.
As part of the deal, the companies will use Salesforce.com's XML
architecture to enable them to combine Genesys' Suite 6 contact
centre functionalities with the Salesforce.com Enterprise
Edition.
The deal allows an enterprise's telemarketing or customer
service-focused call centre to integrate any call centre
functionality with Salesforce.com's CRM solution, explained Kaiser
Mulla-Feroze, senior manager of product strategy of
Salesforce.com.
"You can keep your CTI [computer telephony integration]
infrastructure in one local [area] and have your CRM solution in
another area," Mulla-Feroze said. "Your call centre agents can be
anywhere in the world using Salesforce.com."
As a result of the integration, Salesforce.com's online CRM
solution seamlessly integrates essential customer data, such as
contact and account information, customer service cases, and
marketing leads with the Genesys Suite 6 contact centre
platform.
For example, if a customer calls into a call center and enters an
account number, data describing all interactions would pop up for a
call centre agent before the agent talks to the customer.