Cisco and Salesforce.com Launch A Cloud-Based Integration
Cisco Systems has made a number of acquisitions in the past two months, and now they’ll be working on a new product for next year: an integration connecting their on-demand contact center telephony with Salesforce.com’s contact center software. Set for release in the first quarter of 2010, this new offering will be called the Customer Interaction Cloud, and will target small and medium-sized businesses.
This is not the first time Cisco and Salesforce.com have teamed up—their first integration was the Cisco Unified CallConnector for Salesforce.com. The application was available on Force.com, and integrated Cisco’s Unified Communications Manager with Salesforce. The Customer Interaction Cloud will integrate Cisco’s Unified Communications with Salesforce.com’s Service Cloud 2—this new product is entirely cloud-based, so in many ways it’s a modern version of the prior integration. As an on-demand product, it will eliminate any concerns over hardware, and allow users to focus on delivering customer service.
Customer Interaction Cloud is aimed at businesses with 30 to 300 support representatives, but it may also appeal to larger enterprises that opening new branches, or are in need of quickly deployable support systems.
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