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News : Salesforce Positioned by Gartner as a Leader in the Magic Quadrants for CRM Customer Engagement Center, and More

#contactcenterworld, @salesforce, @Gartner_inc

San Francisco, CA, USA, Aug. 3, 2020 -- Salesforce [NYSE: CRM], a global provider in CRM, announced that Salesforce has been positioned by Gartner, Inc. as a Leader in its 2020 Magic Quadrants in three categories: CRM Customer Engagement Center, Field Service Management, and Sales Force Automation.

CRM Customer Engagement Center and Field Service Management

Salesforce was named as a Leader in the Gartner Magic Quadrant for CRM Customer Engagement Center for the twelfth consecutive year. Salesforce believes its longstanding position in the quadrant validates its customers who provide consistently high-quality service throughout countless industries.

According to Gartner, "the CRM customer engagement center (CEC) market includes software applications used to provide customer service and support by engaging intelligently — both proactively and reactively — with customers by answering questions, solving problems and giving advice."

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Now, Salesforce's reputation for supporting service employees in the call center is extending to employees working in the field. For the first time, Salesforce was named as a Leader in the Gartner Magic Quadrant for Field Service Management. Salesforce believes it continues to build momentum in this category by focusing on the entire service lifecycle — all the way from the call center to the last mile in the field.

"In response to COVID-19, service leaders in every industry had to quickly adapt and find new ways to support employees while still delivering quality service to their customers," said Mark Cattini, SVP of Field Service Management at Salesforce. "This is one of the areas where Field Service Lightning shines, with AI-powered scheduling and resource optimization that ensure technicians arrive at the right time, with the knowledge to successfully complete tasks the first time. This helps keep both the technician and customer safe."

According to Gartner, "field service management (FSM) is a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for equipment or systems."

Salesforce was named as a Leader in the Gartner Magic Quadrant for Sales Force Automation for the fourteenth consecutive year based on completeness of vision and ability to execute.

"Selling has changed dramatically over the last three months and nearly every company is adjusting to a new reality," said Doug Camplejohn, EVP and GM, Sales Cloud. "We're honored to once again be named a leader for Sales Force Automation. We know that our customers trust us to help them navigate this new business landscape."

According to Gartner, Sales Force Automation are "systems that support the automation of sales activities, processes and administrative responsibilities for organizations' sales professionals."

#contactcenterworld, @salesforce, @Gartner_inc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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About Gartner:
Company LogoGartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
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Today's Tip of the Day - Pound-Hash-Number!

Read today's tip or listen to it on podcast.

Published: Tuesday, August 4, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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