Salesforce.com (CRM) and Cisco Systems Inc. (CSCO) have announced a combined solution to deliver a complete contact center in the cloud. The Cisco and Salesforce.com Customer Interaction Cloud brings together Salesforce.com’s Service Cloud 2 with Cisco Unified Communications. The solution empowers SMBs to run their customer service completely in the cloud.
The combined solution utilizes a connector to integrate Salesforce.com’s Service Cloud 2 with Cisco Unified Contact Center’s functionality. This allows customers to use the Salesforce.com CRM application as their primary agent desktop while retaining full Cisco Unified Contact Center capabilities to operate a customer care or support center in any industry.
The solution was built to focus on organizations with 30 to 300 reps or agents and reflects both high market demand from prospects as well as requirements from existing customers. The solution is currently scheduled to be generally available in the first quarter of calendar year 2010.
Salesforce.com and Cisco will each be offering the combined solution for sale.