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New Kids in the Customer Interaction Management Space: Salesforce

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.

RingCentral Introduces Direct Calls from Salesforce

Sales agents can now manage customer conversations directly from Salesforce for increased efficiency and productivity

RingCentral, Inc., a leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center solutions, today announced the release of in-app calling for Salesforce. The new feature enables sales agents to make, transfer, and control phone calls directly from Salesforce, resulting in increased productivity and efficiency, and empowering sales agents to drive improved customer engagement.