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GUEST-BLOG: Oracle and Salesforce.com Duke It Out in Service

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Oracle and Salesforce.com Duke It Out in Service. By Denis Pombriant. On Tuesday, Oracle announced integration between Oracle CRM On Demand and InQuira’s Web self-service applications. According to the press release, the integration lets customers go seamlessly from self-service to live-agent–assisted service — a big deal because it enables customers to escalate their service requests and also provides the service agent with a warm case full of basic information about both the customer and the problem. This completes a trip started with integration, announced last year, between InQuira and Oracle’s on-premises service and support systems. Meanwhile, on Wednesday Salesforce.com redeemed a promise made when it announced the acquisition of InStranet (in August 2008). Salesforce.com said today that it has successfully ported InStranet's technology to its cloud platform; customers can now use all of that cloud-platform functionality, such as user-interface development and customization tools, as well as workflow and approvals and the platform's knowledge-publishing capability. It's been a few years since Salesforce.com has seen a challenge to the degree now posed by Oracle, but following last week's launch of its Contact Manager Edition, Salesforce.com has had two consecutive weeks with big announcements. Simply put, while both sides are investing heavily in research and development and have the goods to show for it, I would give the edge to Salesforce.com for the moment, just based on raw sex appeal. But two weeks is just a snapshot. Oracle OpenWorld is coming in October, and Dreamforce is in November. Expect some fireworks.

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