Salesforce positioned as Leaders in Gartner CRM Magic Quadrant Report the enterprise cloud computing company announced it has been positioned by Gartner, Inc. in the Leaders quadrant of the Magic Quadrant for CRM Customer Service Contact Centers.

This Magic Quadrant specifically evaluates CRM business applications for customer service interactions such as order management, case management, advisory services, problem diagnostics and resolution, account management, and returns management.

Gartner: SaaS Evolving into Critical Selection Factor for Customer Service Contact Centers

According to Michael Maoz, vice president and distinguished analyst at Gartner: “As more applications are built in a cloud-based model by 2011, SaaS will evolve from an interesting alternative delivery model into a critical selection factor at all levels of the customer service contact center. By 2013, at least 75% of customer service centers will use some form of SaaS application as a part of the contact center solution. This could be for knowledge management, desktop CRM functionality, feedback management or chat.”(1)

Additional Industry Recognition and Momentum for the Service Cloud 2

Nearly 9,000 companies have selected the Service Cloud 2 for their customer service operations.

Companies using the Service Cloud 2 have seen a 30% increase in customer satisfaction, 25% reduction in support costs, 36% increase in service and support productivity and a 29% increase in customer retention, according to a recent third party survey(2).

Since the Service Cloud’s introduction in 2009, its has been recognized with numerous awards including Intelligent Enterprise’s 2010 Editor’s Choice Award for its fast growth, the 2009 TMCnet CRM Excellence Award, Network Products Guide 2009 and 2010 Innovation Awards, CRM Magazine Service Leader Rising Star Award, the IP Contact Center Technology Pioneer Award for Best IP Contact Center Service, and named to KMWorld’s list of Top 100 Companies in knowledge management.

For more information on the Service Cloud 2:

We’re pleased to be at the forefront of the massive shift to cloud computing taking place in the customer service market,” said Marc Benioff, chairman and CEO of “In the short time since Service Cloud 2 was introduced, there are now nearly 9,000 companies around the world using the latest in call center technology to achieve tremendous benefits.”

“The Service Cloud 2 is enabling us to become a leading-edge customer service organization for the 21st century,” said Jerry Kelly, vice president and CIO, Avid Technology, a leading digital audio and video technology producer. “We’ve been able to improve our visibility of our customers throughout their lifecycle to gain deeper insight into their needs by tapping into the cloud.”


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