~Leading research firm predicts at least 75 per cent of contact centres will use SaaS by 2013~
Salesforce.com, the enterprise cloud computing company, has announced that it has been positioned in the Leaders quadrant of Gartner’s CRM Customer Service Contact Centres Magic Quadrant*. According to Gartner, “The magic quadrant looks at contact centre 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 honoured 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 centre.” 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 centre 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 per cent of customer service centres will use some SaaS application as a part of the contact centre solution.” Capturing and funnelling 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 standardised 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. * Date: Magic Quadrant for CRM Customer Service Contact Centres, by Michael Maoz, April 2009
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