Article

Salesforce.com updates contact center apps

Barney Beal

Salesforce.com has teamed up with Echopass Corp. and Genesys Telecommunications Laboratories Inc. to beef up its contact center applications.

The combination of technologies from Echopass, Salt Lake City, Genesys, Daly City, Calif., and San Francisco's salesforce.com creates an affordable, enterprise-strength contact center solution for telemarketing, telesales and customer service organizations, company officials said.

The integrated application is based on salesforce.com's sforce client/service platform, matched with Genesys' customer interaction software and hosted by Echopass.

Small- and mid-market companies now have access to features such as: autodialing, one click outbound calls from salesforce.com's CRM service; screen pops, incoming or outgoing calls automatically include detailed customer data; automatic pop up call scripts for agents; rule-based routing, where incoming contacts, whether via telephone, e-mail or the Web, are automatically routed to agents based on defined criteria; and scheduled call back, with event tasks immediately placed in call queue and delivered to agents at a pre-defined time, officials said.

"Our strategy, which we share with Echopass and Genesys, is to leverage the Internet as a product delivery, integration and distribution channel," Marc Benioff, chairman and CEO of salesforce.com, said in a release.

Echopass Telecenter for salesforce.com is immediately available form $45 to $395 per seat per month.

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