Someone brought my attention to the fact Salesforce has been quietly evolving its terminology from Salesforce Service Cloud Voice to... Salesforce Contact Center.
Salesforce has always been focused on the contact center market. It has been adding products consistently starting with the Activa Live Chat acquisition in 2010. However, rather than directly competing to replace contact centers, the company strategy was to ‘surround’ them.
By embracing the contact center terminology explicitly, Salesforce shows a clear acceleration of its ambition in the space.
Last September, during Dreamforce, it changed its Service Cloud solution menu: it now only added Contact Center to its solution roster but placed it in the second position.
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