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Cisco Links Up With Salesforce To Provide Call Centre Services

Cisco Systems and Salesforce.com have joined forces to offer an internet-hosted service to call centres that would connect the users over the web and will help calling executives in effectively address customers’ problems online.

The duo’s newly designed Customer Interaction Cloud incorporates Cisco’s call-processing technology into the Salesforce.com’s internet-based customer relations management portal, dubbed as ‘Service Cloud 2 CRM system.

Cisco will be integrating its Unified Contact Center Suite into the technology so developed by the two companies, which would pave the way for efficient call centre functionalities, such as contact routing as well as giving voice commands.

Alex Dayon, Salesforce.com’s VP of customer service and support products, said in a statement: "The combination of Cisco's Unified Communications and salesforce.com's Service Cloud 2 will provide companies with a true cloud based option when it comes to their customer service needs".

He further went on to say that the new technology would take the unnecessary onus of managing routers, servers, and switches out of the task and ensure easy yet effective functioning for the call centres.

The servers will further enable companies to use social networking websites, like Facebook and Twitter, to offer enhanced support to customers.

Our Comments

Salesforce.com is slowly becoming an online force to be reckoned with and this partnership with Cisco will make it even more competitive with other CRM providers. The service is expected to be debuted by the first half of the next year with a monthly fee of $250 per user.

Related Links

Cisco and Salesforce.com to Sell Call-Center Service

(Bloomberg)

Cisco and Salesforce unite on integrated call centers

(The Register)

Salesforce.com, Cisco Team Up On Cloud Offering

(InformationWeek)

Salesforce Partners with Cisco

(TMCNet)

Cisco and Salesforce.com put SME customers in the cloud

(ComputerWeekly)

Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website building and web hosting when DHTML and frames were en vogue and started writing about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium. Following an eight-year stint at ITProPortal.com where he discovered the joys of global tech-fests, Désiré now heads up TechRadar Pro. Previously he was a freelance technology journalist at Incisive Media, Breakthrough Publishing and Vnunet, and Business Magazine. He also launched and hosted the first Tech Radio Show on Radio Plus.