{"id":21561,"date":"2017-08-11T05:00:00","date_gmt":"2017-08-11T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=21561"},"modified":"2024-09-16T15:09:17","modified_gmt":"2024-09-16T22:09:17","slug":"salesforce-positioned-as-a-leader-by-independent-research-firm","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2017\/08\/11\/salesforce-positioned-as-a-leader-by-independent-research-firm\/","title":{"rendered":"Salesforce Positioned as a Leader by Independent Research Firm"},"content":{"rendered":"<p>Cited as a leader in customer service solutions for enterprise organizations <br \/> <br \/> SAN FRANCISCO\u2014August 11, 2017\u2014Salesforce (NYSE: CRM), the global leader in CRM, today announced that Salesforce Service Cloud was named a leader by Forrester Research in its report The Forrester Wave\u2122: Customer Service Solutions for Enterprise Organizations, Q2 2017. Service Cloud enables companies to deliver a fast, personalized and intelligent customer experience.<br \/> <br \/> Salesforce received the highest scores among all evaluated vendors in the strategy and market presence categories. The report states that, \u201cSalesforce is a Leader in the evaluation with its continued momentum in making large, complex customer service deals\u201d, additionally, the report notes Salesforce\u2019s \u201cstrong across-the-board capabilities\u201d, including field service capabilities, knowledge management and augmented reporting, powered by Einstein AI.<br \/> <br \/> \u201cToday, your brand is defined by the customer service that you provide. As customer expectations continue to grow, companies need a world-class platform that spans their entire service organization\u2014from agents in the call center to customers getting help in-app and mobile workers delivering service in the field,&quot; said Bill Patterson, SVP and GM, Service Cloud, Salesforce. \u201cService Cloud does just that\u2014enabling companies to make service a competitive differentiator by providing them with everything they need to deliver faster, smarter and more personalized customer experiences.\u201d<br \/> <br \/> Service Cloud, the world\u2019s #1 intelligent customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Across every channel\u2014whether messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products\u2014Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences. Built on the Salesforce Lightning component-based framework, companies can easily configure and setup Service Cloud for their organizations in a single day. On average, companies that have deployed Service Cloud have seen a 31 percent faster case resolution, 28 percent increase in agent productivity, 26 percent increase in customer retention, 22 percent decrease in support costs and a 35 percent increase in customer satisfaction, according to a third-party research report sponsored by Salesforce. <br \/> <br \/> Additional Information<br \/> The Forrester Wave\u2122 Customer Service Solutions For Enterprise Organizations, Q2 2017 is available here: https:\/\/www.salesforce.com\/form\/service-cloud\/2017-forrester-wave-customer-service-solutions.jsp <br \/> To learn more about Service Cloud please visit: https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/<br \/> Discover how Service Cloud can help companies deliver personalized service to their customers via Trailhead: https:\/\/trailhead.salesforce.com\/trail\/service_cloud<br \/> <br \/> Connect with Salesforce<br \/> Like Salesforce on Facebook http:\/\/facebook.com\/salesforce<br \/> Follow @salesforce and @servicecloud on Twitter<br \/> <br \/> <br \/> ###<\/p>","protected":false},"excerpt":{"rendered":"<p>Cited as a leader in customer service solutions for enterprise organizations SAN FRANCISCO\u2014August 11, 2017\u2014Salesforce (NYSE: CRM), the global leader i<\/p>\n","protected":false},"author":156,"featured_media":0,"template":"","meta":{"sf_subhead":"Cited as a leader in customer service solutions for enterprise organizations SAN FRANCISCO\u2014August 11, 2017\u2014Salesforce (NYSE: CRM), the global leader i","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[1755,1776],"sf_theme":[1912],"sf_topic":[1752,1757,1726,1763],"sf_product":[1772,1782,2363,1797],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-21561","sf_press_release","type-sf_press_release","status-publish","hentry","sf_content_type-press-releases","sf_content_type-press-releases-corporate","sf_theme-digital-transformation","sf_topic-awards-and-recognition","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_topic-innovation","sf_product-agentforce-service","sf_product-tableau-crm","sf_product-customer-360","sf_product-lightning","sf_location-amer"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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