and Cisco Will Create Seamless Integration Between Cisco’s Customer Contact Suite and the Salesforce Service & Support Application

Published on September 12, 2005 in Computer Software, Technology


On-demand service and support and Internet networking leaders join forces to deliver complete, on-demand customer contact solution

SAN FRANCISCO, CA (September 12, 2005) – [NYSE: CRM], the technology and market leader in on-demand customer relationship management (CRM) and Cisco, today announced the two companies are working together to create seamless integration between Cisco’s IP Contact Center (IPCC) technology and the Salesforce Service & Support application. The relationship, announced at Dreamforce ’05,’s third annual user and developer conference, will deliver a complete, customizable Cisco-driven system for Salesforce Service & Support that integrates call control, tracking, reporting and other contact center functions.

The solution is well positioned in that no other leading on-demand offering includes pre-built Cisco integration or an open STAPI interface that allows interoperability with leading on-premise and hosted telephony infrastructures. The solution, first demonstrated at DreamForce ’05, will be available in Spring 2006.

The pre-tested, pre-packaged on-demand multichannel service and support solution is designed to improve first call resolution rates and ensure customer service and support agents have complete visibility into customer accounts and histories, without needing to ask callers to repeat information or provide anything beyond basic identification information. The result is more satisfied customers and higher retention and loyalty rates. Companies choosing the solution will also benefit from significant competitive advantage over contact centers equipped with more traditional, less customer-friendly systems. The solution also enables existing joint customers to quickly leverage current investments in Cisco IP telephony and

“’s highly satisfied customer base and state-of-the-art on-demand service and support technologies made it an ideal partner for Cisco,” said Laurent Philonenko Vice President and GM of Cisco’s Customer Contact Business. “This relationship brings together the best of the on-demand and IP telephony worlds. Together, and Cisco are creating an effective and compelling IP telephony-based on-demand service and support system. We believe this will be a win-win for customers of both companies.”

“The joint solution has the potential to transform service and support customer contact centers into the most customer-focused operations possible,” said Marc Benioff, chairman and CEO of “We are delighted to be working with the global leader in IP telephony to create a solution that drives down the time and resources required to identify and solve contact center issues, while greatly increasing customer satisfaction and first call resolution. Our combined offering will offer companies an impressive new way to rapidly prioritize, identify and solve problems for customers.”

Cisco, Cisco Systems, the Cisco Systems logo and Cisco IOS are registered trademarks of Cisco Systems, Inc. in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners

Source: salesforce

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