Salesforce.com Positioned in Leaders Quadrant of CRM Customer Service Contact Centers 2009 Magic Quadrant
April 16 2009 - 8:00AM
PR Newswire (US)
Leading research firm predicts at least 75% of contact centers will
use SaaS by 2013 SAN FRANCISCO, April 16 /PRNewswire-FirstCall/ --
Salesforce.com (NYSE: CRM), the enterprise cloud computing company,
today announced that salesforce.com has been positioned in the
Leaders quadrant of Gartner's CRM Customer Service Contact Centers
Magic Quadrant(1). According to Gartner, "The magic quadrant looks
at contact center desktop software for customer service and support
best suited for different economic situations, including a
recessionary period. Leading vendors are showing how their
solutions can lower costs while driving customer loyalty." (Logo:
http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO) "The
Service Cloud is bringing the next generation of customer service
to companies of all sizes, without the expense and maintenance of
traditional software," said Marc Benioff, chairman and CEO of
salesforce.com. "Salesforce.com is honored to be positioned in the
leaders quadrant by Gartner as we leverage native cloud computing
platforms like Force.com, Facebook, Google and Twitter to deliver
the best customer service application in the industry." Michael
Maoz, Vice President and Distinguished Analyst at Gartner says in
the report, "As more applications are built in a cloud-based model
by 2011, SaaS will evolve from an interesting alternative delivery
model into a critical selection factor at all levels of the
customer service contact center." The Service Cloud transforms
customer service through the power of cloud computing, and brings
together industry leading cloud computing platforms like Google,
Facebook and Twitter with traditional contact center channels like
phone, email and chat to capture every conversation and leverage
every community expert in the cloud. By capturing these
conversations, the Service Cloud helps companies deliver the
expertise of the community to customers, agents and partners
regardless of location or device - ensuring that the quality of
customer service is consistent across every channel. The Service
Cloud represents the future of customer service as Gartner predicts
that "by 2013, at least 75% of customer service centers will use
some SaaS application as a part of the contact center solution."
Capturing and funneling information from inside the enterprise and
in the cloud into a company's knowledge base is at the heart of the
Service Cloud. 6,800 companies, including Enterasys, Misys Banking
Systems and Plantronics have already standardized on Salesforce CRM
and the Service Cloud for their customer service operations. To
learn more about the Service Cloud, please visit
http://www.salesforce.com/servicecloud. About the Gartner Magic
Quadrant The Magic Quadrant is copyrighted 2009 by Gartner, Inc.
and is reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period.
It depicts Gartner's analysis of how certain vendors measure
against criteria for that marketplace, as defined by Gartner.
Gartner does not endorse any vendor, product or service depicted in
the Magic Quadrant, and does not advise technology users to select
only those vendors placed in the "Leaders" quadrant. The Magic
Quadrant is intended solely as a research tool, and is not meant to
be a specific guide to action. Gartner disclaims all warranties,
express or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular purpose.
About salesforce.com Salesforce.com is the enterprise cloud
computing company. The company's portfolio of Salesforce CRM
applications, available at http://www.salesforce.com/products/, has
revolutionized the ways that companies collaborate and communicate
with their customers across sales, marketing and service. The
company's Force.com platform (http://www.salesforce.com/platform/)
enables customers, partners and developers to quickly build
powerful business applications to run every part of the enterprise
in the cloud. Based on salesforce.com's real-time, multi-tenant
architecture, Salesforce CRM and Force.com offer the fastest path
to customer success with cloud computing. As of January 31, 2009,
salesforce.com manages customer information for approximately
55,400 customers including Allianz Commercial, Dell, Dow Jones
Newswires, Japan Post, Kaiser Permanente, KONE, and SunTrust Banks.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
salesforce.com applications should make their purchase decisions
based upon features that are currently available. Salesforce.com
has headquarters in San Francisco, with offices in Europe and Asia,
and trades on the New York Stock Exchange under the ticker symbol
"CRM". For more information please visit
http://www.salesforce.com/, or call 1-800-NO-SOFTWARE. Copyright
(c) 2009 salesforce.com, inc. All rights reserved. Salesforce and
the "no software" logo are registered trademarks of salesforce.com,
inc., and salesforce.com owns other registered and unregistered
trademarks. Other names used herein may be trademarks of their
respective owners. (1) Date: Magic Quadrant for CRM Customer
Service Contact Centers, by Michael Maoz, April 2009
http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO
http://photoarchive.ap.org/ DATASOURCE: Salesforce.com CONTACT:
Katy Dormer, salesforce.com, +1-415-901-8585, Web Site:
http://www.salesforce.com/
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