Is your Salesforce.com app mix keeping up with your company's business growth? One rapidly growing midsize company shares a look at its blend of turnkey and custom apps.
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InContact's cloud-based call center integrates call-control capabilities within the existing Salesforce.com system for both outbound and inbound calls. "When a technical support specialist receives an inbound call, Salesforce.com will bring up the contact record showing exactly who is phoning, where they're calling from, if they have any other open cases and whether they are certified on our product -- all of this at a glance before even answering the phone," Amir Javidan said.
InformationWeek Elite 100Our data shows these innovators using digital technology in two key areas: providing better products and cutting costs. Almost half of them expect to introduce a new IT-led product this year, and 46% are using technology to make business processes more efficient.
The UC Infrastructure TrapWorries about subpar networks tanking unified communications programs could be valid: Thirty-one percent of respondents have rolled capabilities out to less than 10% of users vs. 21% delivering UC to 76% or more. Is low uptake a result of strained infrastructures delivering poor performance?