
Salesforce.com began with a simple message: On-premises CRM has come to the end of its useful life, and the way forward is cloud-based CRM. I have written several times that the company has won this argument, and my research into contact center in the cloud confirms this: 63 percent of participating organizations said that adopting systems in the cloud is one of the key ways to improve customer...
Read MoreTopics: Social Media, Customer Analytics, Customer Experience, Social CRM, Mobile Apps, Self-service, Business Collaboration, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM