Leading research firm predicts at least 75% of contact centers will use SaaS by 2013
SAN FRANCISCO - April 16, 2009 - Salesforce.com [NYSE: CRM], the enterprise cloud computing company, today announced that salesforce.com has been positioned in the Leaders quadrant of Gartner's CRM Customer Service Contact Centers Magic Quadrant . According to Gartner, "The magic quadrant looks at contact center desktop software for customer service and support best suited for different economic situations, including a recessionary period. Leading vendors are showing how their solutions can lower costs while driving customer loyalty."
"The Service Cloud is bringing the next generation of customer service to companies of all sizes, without the expense and maintenance of traditional software," said Marc Benioff, chairman and CEO of salesforce.com. "Salesforce.com is honored to be positioned in the leaders quadrant by Gartner as we leverage native cloud computing platforms like Force.com, Facebook, Google and Twitter to deliver the best customer service application in the industry."
Michael Maoz, Vice President and Distinguished Analyst at Gartner says in the report, "As more applications are built in a cloud-based model by 2011, SaaS will evolve from an interesting alternative delivery model into a critical selection factor at all levels of the customer service contact center."
The Service Cloud transforms customer service through the power of cloud computing, and brings together industry leading cloud computing platforms like Google, Facebook and Twitter with traditional contact center channels like phone, email and chat to capture every conversation and leverage every community expert in the cloud. By capturing these conversations, the Service Cloud helps companies deliver the expertise of the community to customers, agents and partners regardless of location or device - ensuring that the quality of customer service is consistent across every channel. The Service Cloud represents the future of customer service as Gartner predicts that "by 2013, at least 75% of customer service centers will use some SaaS application as a part of the contact center solution."
Capturing and funneling information from inside the enterprise and in the cloud into a company's knowledge base is at the heart of the Service Cloud. 6,800 companies, including Enterasys, Misys Banking Systems and Plantronics have already standardized on Salesforce CRM and the Service Cloud for their customer service operations.
To learn more about the Service Cloud, please visit http://www.salesforce.com/servicecloud.
About the Gartner Magic Quadrant
The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com/au/, or call 1800 667 638 (Australia) or 0800 450 064 (New Zealand).