Salesforce's telephony partners can now implement external routing directly in Salesforce Omni-Channel. In the Summer 2017 release customers can request to have this feature enabled, and have their ...

Virgin Media has implemented a range of Salesforce platforms to support omni-channel sales across its entertainment and communications services. The company has deployed Salesforce Service Cloud, ...

Retail giant Gap has created a Salesforce centre of excellence and is implementing Service Cloud to enable better customer care. Retail giant Gap Inc. - the corporation that owns brands that include ...

Omni-channel remains an elusive goal for many retailers - but Rack Room Shoes is a success story in progress. After the NRF 2018 retail show, they told me their story - and the challenges ahead. In ...