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        Market Perspectives

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        Salesforce is Exemplary in Contact Center Suites Buyers Guide

        We are happy to share some insights about Salesforce drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.

        We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined VR_BG_CCS_Exemplarycontact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.

        In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Salesforce and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.

        In the overall Contact Center Suites Buyers Guide, our analysis classified Salesforce as Exemplary, ranking eighth in the overall research with a 67.1% performance. Salesforce’s best performance came in Customer Experience at Ventana_Research_BG_Overall_CCS_Salesforce68.4%, ranking eighth, due in part to its seventh-place ranking in Validation. In Product Experience, Salesforce placed eighth at 66.8% due to low performance in Capability. Salesforce partially participated in the RFI process.

        Salesforce’s Product Experience was impacted by its 68.8% performance in Reliability, where it could further develop the processes and procedures that ensure business continuity. Customer Experience was impacted by its 67.0% performance in TCO/ROI, where it could include better documentation for identifying and quantifying achievable cost savings.

        Salesforce performed best in Customer Experience, notably in Validation, where its 69.8% performance was due to its large profile in the market and the considerable resources it has. In addition, the large amount of integration Salesforce has with a variety of tools led to its eighth-place performance in Capability.

        In the Contact Centers Buyers Guide, our analysis classified Salesforce as Exemplary, ranking seventh in the overall research with a 67.5% performance. Salesforce’s best performance came in Customer Experience at 68.4%, Ventana_Research_BG_CC_Salesforceranking seventh, due in part to its sixth-place ranking in Validation. In Product Experience, Salesforce placed seventh at 67.3%.

        Salesforce’s Product Experience was impacted by its 68.8% performance in Reliability, where it could look to better support users managing the performance and scalability of their deployment. Customer Experience was impacted by its 67.0% performance in TCO/ROI, where it could improve the documentation to assist buyers in calculating TCO.

        Salesforce performed best in Customer Experience, notably in Validation, where its 69.8% performance was due to the large number of services and support it makes available to customers. In addition, Salesforce’s vast integration capabilities led to its 66.1% performance in Capability.

        Salesforce did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.

        This assessment was based on Salesforce Service Cloud, v. Summer ‘23, and was available in June 2023.

        This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:

        Contact Center Suites Buyers Guide

        Agent Management Buyers Guide

        Contact Centers Buyers Guide

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        ISG Software Research, part of Information Services Group, provides authoritative market research and coverage on the business and IT aspects of the software industry. We distribute research and insights daily through the ISG Software Research community, and provide a portfolio of consulting, advisory, research and education services for enterprises, software and service providers, and investment firms. Sign up for free community membership to receive email notifications on research and insights.

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        Our Market Perspective Policy

        • Ventana Research’s Market Perspectives are fact-based analysis and guidance on a vendor’s business, industry and technology trends. Each Market Perspective presents the view of Ventana Research using its established subject matter expertise on new developments, business and technology trends, findings from our research, or best practice insights.

          Each is prepared and reviewed in accordance with Ventana Research’s strict standards for accuracy and objectivity to ensure it delivers reliable and actionable insights. It is reviewed and edited by the firm’s product management team and is approved by the Chief Research Officer; no individual or organization outside of Ventana Research reviews any Market Perspective before it is published. If you have any issue with a Market Perspective, please email them to ChiefResearchOfficer@ventanaresearch.com

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