Salesforce.com was founded in 1999 by former Oracle executive Marc Benioff, who pioneered the concept of delivering enterprise applications via a simple Web site.

Since its founding, Salesforce.com has achieved remarkable recognition with customers, partners, investors and the media. The company attributes their success to products that are easy to learn and use, can be up and running in weeks or days, fast ROI, and customer dedication.

Salesforce.com’s provides an array of CRM and business application services, which enable customers and subscribers to systematically record, store, and act upon business data; and to help businesses manage customer accounts, track sales leads, evaluate marketing campaigns, and provide postsales services.

The company’s CRM services principally focus on sales force automation, marketing automation, and customer service and support automation. Salesforce.com’s sales force automation services enable salespeople to be productive by automating manual and repetitive tasks; provide organized data about their current and prospective customers; and help companies to establish a system and a process for recording, tracking, and sharing information.

Salesforce.com’s marketing automation services enable companies to manage marketing campaigns. And customer service and support automation services such as Salesforce Call Center allow companies to interact with their existing customers in various areas. These software services are available through enterprise edition, professional edition, and team editions.

Salesforce.com is headquartered in San Francisco, California. More than 501,000 subscribers at 24,800 companies worldwide depend on Salesforce to manage their customer relationships. The company’s software is used by companies of all sizes, in all industries, around the globe

Salesforce Call Center Key Strengths

• With its simple yet powerful application, Salesforce Call Center provides your call center agents the tools necessary to be effective and successful.
• Comprehensive customer information tools and easy access to other useful customer information provides agents with complete customer visibility, providing a centralized and comprehensive source of customer information to keep all your departments on the same page.
• Analytics and reporting tools to track service performance as well as other critical metrics, enabling customized reports and allowing your company to accurately gauge company performance.

Salesforce Technology

Salesforce Call Center's Software-as-a-Service customer service application is designed to help contact center agents work more efficiently. Computer-telephony integration capabilities within Salesforce Call Center help companies leverage existing infrastructure and integrate it seamlessly within contact centers to improve call handling, response times and agent performance.

Salesforce.com Call Center Features

Agent Console – Comprehensive customer information which is easily accessed right off the agent’s main computer screen enabling quick case resolution.
Reports and Dashboards – Complete oversight over all service metrics with comprehensive reporting and dashboard tools.
Case Management – Customer issue documentation feature which allows easy and complete recording.
Case Collaboration – Easily work with other agents within the company on complex cases.
Ideas Management – Manage new ideas to help improve performance. Centralized database allowing agents to provide helpful tips to other agents.
CTI – Easy integration with over 70 different CTI systems.
Knowledge Base – Centralized knowledgebase to allow easy access to information to quickly resolve issues.
Call Scripting – Provide agents with a template to follow ensuring what is necessary is said and improving call efficiency.
Email Management – Track and store all emails with email management tools. Improve efficiency with easily customizable Email templates.
Entitlement Management – Ensure customers are receiving the support they need. Ensure that all customers are taken care of and nothing slips through.
Workflow & Escalation – Workflow automation tools to improve efficiency and productivity allowing agents to provide better and faster service to improve customer service.