In a move that gets to the heart of Opus Research’s original concept of “Recombinant Communications” (RC), business process outsourcing (BPO) specialist Teletech has reached an agreement whereby it will resell features, capabilities and components hosted in Salesforce.com’s Service Cloud. Peaking inside the cloud (and under the hood) of Service Cloud, one finds the resources to support a multi-modal, multichannel contact center. Agents can engage in presence-based chat, via Salesforce Chatter and will also find hooks into ways to monitor and communicate over Twitter and Facebook.

As illustrated in the thumbnail sketch that leads into this post, Service Force is a cloud-base instantiation of all of Salesforce.com’s resources optimized to support a company’s customer service reps. Chatter acts as one of the points of ingress, but there are others that can be custom built as a customer portal, a vehicle for displaying dynamic customer profiles, a resource for carrying out business intelligence and analytic functions as the foundation of customer care activities. In the spirit of RC, Teletech clients will be able to retain and leverage elements of their existing customer care infrastructure while contracting with Teletech to make sure that they can integrate activity from mobile devices or via social networks.

Working with Salesforce.com is not unexplored territory for Teletech. In August 2010 the company hosted software that comprised the infrastructure for a service called the Customer Interaction Cloud, which was jointly offered by Cisco and Salesforce.com. The BPO specialist has experience with Sales Cloud, Service Cloud, Jigsaw, Force.com and Database.com and is prepared to integrate these capabilities into its clients customer care fabric.

Categories: Articles

Tags: customer care, Cloud Computing, Salesforce.com, Teletech