Convergence of Web conference, CRM and Call centers
Convergence
is the present day industry buzz word. Following this ‘mantra’
Web communications services
company Webex joined hands with
Salesforce.com, the global leader in customer relationship management (CRM)
services, to create a comprehensive sales automation and communication
service delivered on demand, without software. The integration between
the two services will allow customers to quickly launch a WebEx meeting
from salesforce.com, and capture all relevant information from the
meeting in the salesforce.com CRM service.
This
year (2004) also witnessed integration between CRM major Salesforce.com
and White Pajama's contact center and telephony functionality. This
integration will allow Salesforce.com customers to extend their CRM
application for Interactive Voice Response (IVR) services provided by
‘White Pajama’ that can prompt callers with personalized greeting and
menus. It can also collect information from callers like PIN and account
number, and provide answers to commonly asked questions like address and
business or store hours. The White Pajama telephony solution can hold
callers in queue for the next available agent, while music or
personalized messages play, and can distribute interactions across
multiple channels like telephone, emails, chat, and faxes, based on
agent skill and availability. The product can provide screen pops into
Salesforce.com that deliver calls and other interactions with contact
information. Additionally, the White Pajama solution provides remote
agent support, which connects to on site, remote, and home agents.
With
many more such consolidations and integrations in pipeline, it is
expected that customers will benefit from these unique and innovative
services. |