Many companies are moving to a cloud-hosted customer relationship management (CRM) system and the Salesforce Sales and Service Clouds are emerging as the clear leaders. While countless companies use Salesforce for CRM, many with existing contact centers maintain separate systems and corresponding databases. This separation of CRM and voice-related contact center systems creates challenges and opportunities for improvement. This white paper explores these challenges for the modern contact center and the advantages of integrating the ACD, IVR, and Call Recording functionality into the Salesforce Sales and Service Clouds.
