Yesterday, I had the opportunity not only to attend salesforce.com’s Cloudforce 2012, but also give a presentation on building a social-enabled cloud contact center, which I have talked about a number of times. This particular presentation, though, focused on our partnership with salesforce.com and how, together, we are enabling companies to become “social enterprises” and interact more intelligently with their customers across multiple channels to deliver a better customer experience and increase customer lifetime value.
I shared a few success stories involving LiveOps customers, but perhaps the strongest endorsement of how we enhance Service Cloud is actually salesforce.com itself. As the platform that powers salesforce’s own cloud contact centers globally, we know what it takes to ensure that customer interactions are handled quickly, easily, and efficiently in the cloud. Through a unique DataExchange and CTI integration with Service Cloud, LiveOps Platform is able to synchronize customer data seamlessly with salesforce.com to ensure companies are servicing their most valuable customers effectively in whatever channel they prefer. For instance, if you’re using our platform and would like to know more about a customer in order to route their inquiry to the correct agent, you can pull data from salesforce.com and make an intelligent decision on where to direct the customer. We are proud to call this intelligent routing, which is one of our core features.
salesforce.com aptly gave Cloudforce the theme “Welcome to the Social Enterprise.” It wasn’t hard for me to recognize and demonstrate LiveOps as an enabler of the social enterprise revolution, and with the help of salesforce.com, we are further taking customer service to a whole new level.
Visit our blog later today for a full recap on Cloudforce from our CEO Marty Beard!
- Sanjay Mathur, VP of Product Management