Today, Salesforce.com, the enterprise cloud computing company, announced that its Service Cloud 2 was ranked a leader by Forrester Research Inc., an independent research firm. Salesforce’s Cloud 2 leads in the CRM Suite Customer Service Solutions for Q3, 2010, in the Forrester Wave.
The Forrester Wave Report commends Salesforce.com for the mobile capabilities, multichannel social computing and real-time responsiveness of its service cloud solutions. Salesforce’s cloud scored the most points among all vendors in the strategy report. It ranked high in many other categories, including product strategy, usability and time-to-value. The report said that Salesforce.com was noted for “growing quickly by making CRM solutions available through the SaaS deployment model.” Salesforce was also recognized for giving strong support for “phone agents, social web; customization; security; Web 2.0- enabling technologies; usability and mobile devices.”
Certain trends are becoming more important in the customer service solutions world, such as real-time methods via social networking sources, self-service knowledge management tools, mobile capabilities and social computing for multichannel customer service. Salesforce’s Service Cloud 2 addresses all of these important trends, which is one of the main reasons that Salesforce’s service cloud solution is such a success.The Forrester Wave also recognized Salesforce.com for its customer service, platform, architecture, usability, and strategy, specifically its product strategy and time-to-value.
Salesforce.com is very excited to have been recognized by the prestigious independent research firm, Forrester. Salesforce employees are confident in their product and know that it is deserving of this honor. The EVP of CRM for Salesforce.com, Alex Dayon, commented on the Service Cloud 2. He said, “There’s no ‘Press 1’ on Twitter. Today’s customers aren’t waiting on hold. They’re on Cloud 2- they’re mobile, using social networks, and demanding real-time answers. Service Cloud 2 helps customer service teams provide modern customer service in the cloud.” Salesforce.com’s modern solution definitely has a future in the technology world and it is likely that it will receive more attention in the future.
If you are interested in learning more about Salesforce.com’s Service Cloud 2, go to their website or check out the video below.
[Photo courtesy of slideshare.]