Referring to Salesforce Service Cloud as a new entrant in the customer interaction management space is almost an oxymoron. With a run rate of over $3 Billion, it looks more like a gorilla. Yet, Service Cloud is mostly known for case management. I spoke with Bill Patterson, who became its General Manager last summer. He agrees that the market is not well aware of its interaction management capabilities. Let’s explore what it has to offer.
Customer Interaction Management
In August 2016, Twilio dropped a mini bomb in the Contact Center space announcing that ING Bank, one of the largest financial institutions in the world would replace its 17 separate legacy call centers systems with one global solution built on its APIs. Twilio has been growing steadily its presence in the customer interaction management space and it is time to explore its solution set.