The Contact Center Side of Dreamforce
If Siebel was the go-to partner in the last decade, salesforce.com is the bright and shiny CRM vendor of this one.
When most people think of salesforce.com, what comes to mind is, duh, the sales force application. But over the years, the company has spread its wings successfully into CRM and other areas as well as becoming the poster child for software-as-a-service.
For a lot of contact centers, a CRM desktop is the de facto agent desktop. Contact center infrastructure players have long partnered with CRM companies to telephony-enable those desktops with call control buttons and screen-pops based on caller data.
If Siebel was the go-to partner in the last decade, salesforce.com is the bright and shiny CRM vendor of this one. Several contact center companies, partners of salesforce.com, were exhibitors at Dreamforce and I spoke to some of them asking a single question, “Why are you here at Dreamforce?” Paul Jarman, CEO of inContact, is shown in the first video, Paul Weber of Interactive Intelligence in the second and Tina Valez of TeleTech (partnering with Cisco to deliver hosted contact center with salesforce.com) in the last.