SalesForce Expands Customer Service Platform with Genesys to Support Additional 1000 Agents

SAN FRANCISCO - SalesForce, one of Australia's outsourced contact centers, expanded its contract with Genesys Telecommunications Laboratories to provide contact center software and services to support an additional 1000 agents across its e*smart call centers in Australia. The centers provide outsourced sales, after sales and customer service solutions to a range of clients within the telecommunications and financial services sectors.

Following the merger of SalesForce and contact center provider Salmat earlier in the year, SalesForce will work with Salmat to replace currently installed call center solutions with Genesys software.

"With the merger, we needed to evaluate our technology platforms to ensure we could deliver consistent, quality service at the right price point to our customers," said Kevin Panozza, CEO of SalesForce. "As the leading provider of outsourced customer service solutions, we require a technology partner who can help us meet our objectives. 

"Our existing relationship with Genesys has demonstrated that it delivers a comprehensive contact center portfolio with best-of-breed technology and a complete understanding of our business regardless of the underlying telephony. We operate on a variety of telephony systems, and Genesys integrates with each system to deliver the business outcomes our customers demand of us."

Genesys will provide software that enables SalesForce to roll out multi-media, IVR/speech capabilities as well as in-bound call management across its e*smart call centers. The implementation will help SalesForce categorize caller requests and match them with appropriate agents. SalesForce will be able to monitor levels of call activity and scale its systems and resources according to peak and off peak periods. Once completed, more than 2000 SalesForce agents will be supported by a Genesys technology platform.

The Genesys suite of products involved in the implementation will include the Genesys Voice Platform that enables voice self-service as well as its Genesys Inbound Voice software that routes and prioritizes calls to qualified agents according to customer requests. SalesForce will also upgrade with the Genesys Workforce Management solution that balances incoming call and e-mail requests, identifying available agent resources.