There has been speculation for many years about Salesforce introducing its own call center. The argument is that Salesforce drove the conversion of CRM to a cloud-delivered service and, now that call centers have also crossed the cloud chasm, it’s a logical expansion path for Salesforce.
But there’s more here than just seeing two pieces of enterprise IT that have both “SaaS-ified”. After all, many other IT functions have followed that same path. There’s a special relationship between Call center and CRM. The former relies heavily on the latter and the two are getting deeper intertwined. In fact, some people have come to view the call center as simply one of many “front-ends” to CRM. CRM is eating the call center. (Hmmm, sounds like a good blog post title… )
The little-noticed announcement of “Lightning Voice” from Salesforce earlier this month gives another clue towards their strategy. More importantly, it reminds us that Salesforce already has many fingers in the call center pie. Continue reading