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DateThursday, October 08, 2009

Cloud CIC's and Cisco Combine Solutions to Build Customer Interaction Cloud



CISCO-Salesforce-Customer-Interaction-Cloud.pngEnterprise cloud computing company,, and communication vendor Cisco have announced a combined solution to deliver a complete contact center in the cloud. The Cisco and Customer Interaction Cloud brings together's Service Cloud 2 with Cisco Unified Communications and provides a solution for small and medium sized companies to run their customer service completely in the cloud.



Customers are increasingly turning to the cloud to answer their customer service questions and and Cisco share a common vision about moving technology into the cloud and leveraging social networking sites like Facebook, Twitter and Google to capture every conversation and utilise every community expert in the cloud. Built on the platform, the Service Cloud 2 lets companies join the conversation with their customers and deliver the expertise of the community to customers, agents and partners regardless of location or device. claims 8,000 companies have already selected the Service Cloud 2 for their customer service operations.



Alex Dayon, senior vice president, customer service & support product line of, said, "The Service Cloud 2 has seen tremendous momentum and validation from customers, prospects, and partners and truly represents the future of customer service."



Cisco has led the way in expanding the scope of customer care with the introduction of products such as Cisco Unified Contact Center which delivers intelligent contact routing for all media, call treatment, and network-to-desktop computer telephony integration (CTI) over an IP infrastructure.



Customer care has seen significant changes in the last 10 years-with new capabilities such as multi-channel contact and introduction of IP-based contact centers-and customer service organisations are now looking to take this to the next level by forging collaborative relationships with their customers and elevating their customer care. This transformation to Customer Collaboration recognises that customer interactions can take place anywhere online, in social media, blogs, wikis, forums, and online search, and Cisco claims their Collaboration Solutions improve and accelerate rich personal, team and customer experiences to help organisations drive innovation and improve decisions while building trust and accelerating team performance.



Cisco's Collaboration Solutions and Cisco Unified Contact Center help companies smoothly integrate inbound and outbound voice calls with Internet applications such as real-time chat, web collaboration, and e-mail. Organisations can support customer interactions regardless of which communications channel the customer has chosen.



The combined solution, which was built to focus on organisations with 30 to 300 reps or agents, utilises a connector to integrate's Service Cloud 2 with Cisco Unified Contact Center's functionality. This allows customers to use the CRM application as their primary agent desktop while retaining full Cisco Unified Contact Center capabilities to operate a customer care or support center in any industry.



Through this offering, and Cisco are addressing a growing demand for cloud computing-based customer service solutions in the SMB market.



John Hernandez, General Manager of Cisco's Customer Contact Business Unit, said, "In the decade since we entered the market, customers have validated Cisco's approach to the customer care market through tremendous adoption of our collaboration solutions."


"Now together with and the Service Cloud 2, we're taking customers beyond the contact center to Customer Collaboration, where organisations can be more proactive and effective, create deeper relationships with their customers, and help build their brands through customer advocates. The rise of social media, and the confidence it has spawned amongst Internet users to engage, makes the possibility of collaboration much more of a reality," he added.



Dayon agrees, "The combination of Cisco's Unified Communications and's Service Cloud 2 will provide companies with a true cloud based option when it comes to their customer service needs. Companies will no longer have to manage routers, servers and switches when it comes to their contact center, they can focus on delivering the best customer service possible." and Cisco will each be offering the combined solution for sale, currently scheduled to be generally available in the first quarter of calendar year 2010.




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