Cisco-Salesforce key integrations
Collaboration: The duo will natively integrate Cisco Spark and WebEx into Sales Cloud and Service Cloud via the Salesforce Lightning Framework. With this integration, joint customers will be able to communicate in real-time using chat, video, and voice without leaving Salesforce or having to install a plug-in, eliminating the hassle of toggling between apps.
IoT Services: Cisco Jasper and the Salesforce IoT Cloud will be integrated to provide visibility, control and recommended customer actions for connected devices, providing businesses with a more comprehensive and intelligent view of their IoT services.
Cisco Jasper provides real-time visibility into launching, managing and monetizing IoT devices at every stage of their lifecycle. The Salesforce IoT Cloud connects billions of IoT events with Salesforce, unlocking insights from the connected world that empowers users to take the right action, for the right customer, at the right time.
The duo believe that together, these solutions will empower companies to quickly and cost-effectively leverage billions of IoT data points to provide personalized, engaging experiences for customers, partners and employees.
Customer Service: The two players will also team up to deliver a complete customer service solution, from communications infrastructure to an integrated desktop experience.
Cisco’s Unified Contact Center Enterprise delivers contact routing, call treatment, network-to-desktop computer telephony integration and multichannel contact management. The Salesforce Service Cloud is a customer service app that provides agents with a 360-degree view of the customer to deliver fast, smart customer service. The companies plan to integrate these two solutions seamlessly integrating to help companies manage call centers more efficiently.
“Cisco wants to deliver simple, magical experiences. Our goal is for technology to fade into the background so people can get their best work done,” said Rowan Trollope, SVP and GM, IoT and Applications Groups, Cisco.
“Cisco and Salesforce coming together to form a strategic alliance can eliminate the friction users experience today so they can become more productive.”
Ryan Aytay, EVP, Strategic Product Alliances, Salesforce, said:
“Nothing is more important than making our customers more successful. We’re thrilled to announce this strategic alliance with Cisco, which will simplify the customer experience across sales, service and IoT and empower our mutual customers to be far more productive.”
Pricing and Availability
The collaboration integrations are expected to be available in the second half of 2017. Customers with a Salesforce license and a Spark and/or WebEx license will benefit from these integrations.
The IoT integrations are expected to be available in the second half of 2017 and pricing will be announced at that time. The integrations between Unified Contact Center Enterprise and Service Cloud are currently available through the Salesforce AppExchange.