Salesforce Call Center Software Review

Company: Salesforce.com
Website: http://www.salesforce.com

Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site.

Since its founding, Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. The company attributes their success to products that are easy to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication.

Salesforce Key Features

  • Agent Console – Comprehensive customer information which is easily accessed right off the agent’s main computer screen enabling quick case resolution.
  • Reports and Dashboards – Complete oversight over all service metrics with comprehensive reporting and dashboard tools
  • Case Management – Customer issue documentation feature which allows easy and complete recording
  • Case Collaboration – Easily work with other agents within the company on complex cases.
  • Ideas Management – Manage new ideas to help improve performance. Centralized database allowing agents to provide helpful tips to other agents.
  • CTI – Easy integration with over 70 different CTI systems.
  • Knowledge Base – Centralized knowledgebase to allow easy access to information to quickly resolve issues.
  • Call Scripting – Provide agents with a template to follow ensuring what is necessary is said and improving call efficiency.

Salesforce Software Suite

  • Salesforce Service & Support

Standout Features

Salesforce.com’s provides an array of CRM and business application services, which enable customers and subscribers to systematically record, store, and act upon business data; and to help businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and provide postsales services.

  • Agent Consonle
  • Cross-channel service
  • CTI
  • Cisco telephony
  • Workflow and escalation
  • Case collaboration

Technology

Salesforce Call Center’s Software-as-a-Service customer service application is designed to help contact center agents work more efficiently. Computer-telephony integration capabilities within Salesforce Call Center help companies leverage existing infrastructure and integrate it seamlessly within contact centers to improve call handling, response times and agent performance.


Happy Customers

Nokia, AOL, Dow Jones Newswires, United Way, Phoenix Technologies

Support

Salesforce.com’s marketing automation services enable companies to manage marketing campaigns. And customer service and support automation services such as Salesforce Call Center allow companies to interact with their existing customers in various areas. These software services are available through enterprise edition, professional edition, and team editions.

Bottom Line

As a testament to their abilities, more than 501,000 subscribers at 24,800 companies worldwide depend on Salesforce to manage their customer relationships. The company’s software is used by companies of all sizes, in all industries, around the globe