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