Call Center Management in the Cloud

Salesforce.com’s visionary customer service solutions are changing the way companies build loyalty by helping transform customers into evangelists. Our call center, customer portal, and knowledge base software as a service applications provide the tools you need to delight customers with consistently superior support.

Because they’re built on the Force.com platform and run in the cloud, salesforce.com customer service solutions deploy in a fraction of the time required by on-premise call center management systems. They also eliminate the huge expense of purchasing and managing software and hardware. With these advantages plus cutting-edge capabilities, our customer service solutions accelerate agent productivity and free you to focus on your core mission of delivering stellar support.

Knowledge Base Software as a Service from Salesforce.com

Customers want quick answers, and traditional customer service solutions waste time needlessly scouring reams of irrelevant material. Thanks to their unique technology, salesforce.com’s customer service solutions quickly pinpoint precisely the answer each customer needs, across all support channels.

Your agents and call center management personnel also don’t have to wait for success: Leading companies like Comcast, Egencia (an Expedia, Inc. Company), and Orange have deployed Salesforce CRM knowledge base software as a service to tens of thousands of agents within a matter of weeks.

The Fastest Time to Value in Call Center Management

What service team has time to deal with technology issues? With customer service solutions from salesforce.com, there’s no software or infrastructure to implement or maintain. With our cloud computing model, your company can concentrate on efficient and effective customer service, not on maintaining outdated, inflexible systems.

Customer Service Solutions that Deliver Results When You Need Them

As our customer service solutions run in the cloud, you avoid lengthy, painful hardware and software deployments. And when new versions of our call center management, customer portal, or knowledge base software as a service applications are released, you’re instantly and automatically upgraded. You’re always assured of unmatched performance, reliability, security, and transparency.

• Customize in Hours, not Months. Because your company functions like no other, our customer service solutions can be easily modified or extended to work the way you do. For most customizations of salesforce.com call center management and knowledge base software as a service, you can use our point-and-click tools that require no programming. For more complex customizations, we provide toolkits for all major development languages. In contrast with traditional customer service solutions, all your customizations are automatically carried forward with every Salesforce CRM system upgrade.

Extend Your Capabilities with Force.com AppExchange Customer Service Solutions

The Force.com AppExchange is your one-stop-shop for hundreds of cloud computing business applications, all pre-integrated with Salesforce CRM. You have over 60 customer service solutions to choose from, including Agent Productivity, Chat/Email, Community, eLearning, Field Service, Asset Management, CTI, and more.

Call Center Management that Empowers Your Agents

Every customer service agent has hero potential, and salesforce.com customer service solutions transform every one into a brand champion who routinely exceeds customer expectations—and quickly. It only takes a few delighted consumers sharing their experiences to elevate your customer service reputation to elite status.

• The Dream Agent Desktop: The Ultimate Customer Service Solution. With comprehensive case management tools, a single-click user interface, and unmatched knowledge base software as a service, the salesforce.com customer service solution puts all the information your agents need right at their fingertips. They can respond even faster with a soft-phone that works with more than 80 telephony platforms, call scripting, click-to-dial, screen-pops, and call logs.
• Call Center Management Simplified: A Unified Customer View. Unlike conventional customer service solutions, the Salesforce CRM call center management platform stores all your customer information in a single database—so you can finally get a full, historical 360-degree view of each customer across sales, marketing, and support. Plus, our customer service solutions integrate smoothly with any enterprise application or system, for seamless access to data housed in other parts of your organization. No other customer service solution makes it as easy to fulfill service-level agreements and cross-sell additional products and services.
• Knowledge Base Analytics. The salesforce.com customer service solution comes with a comprehensive analytics engine that lets agents track usage and spot gaps in sought-after content and resolution resources.

Customer Service Solutions with the Future Built In

In an increasingly connected world, customer self-service has become a way of life. And in fact, most customers prefer it that way because they can deal with businesses on their own terms and timelines. The Salesforce CRM customer portal solution is equipped with the same knowledge base algorithms that enable agents to pinpoint the most relevant knowledge fast. This enables customers to just as quickly find the right answer themselves—the first time. The result is a classic win-win: Customers gain a satisfying, personalized experience, plus the option to contribute feedback and ideas. On the company side, support costs and workloads are eased. Both individual agents and call center management have more time to focus on complex cases and high-value customer service solutions.