Salesforce Blurring the Lines
This Salesforce slide reinforces what I call the blurring lines between CRM and contact center applications. All of the features touted here are at the very core of what contact center vendors have delivered for years. In one-on-one discussions, Salesforce product managers are quick to say that large contact centers still need systems from vendors like Avaya, Cisco, and Genesys... and that Salesforce wants to work with these companies to best address client needs.
I think what we have here is a disconnect between marketing and reality -- a disconnect that I fear puts a burden on customers. If you're a customer, you'd be fair in asking, "If Salesforce can do all this, do I need a contact center vendor at all?"
