Salesforce.com strikes call centre deal

Salesforce.com yesterday added call centre functionality to its service-based CRM (customer relationship management) solution in...

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.

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