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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 - Retention Team

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

Published: Tuesday, August 4, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
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.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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