List of Salesforce Contact Center Customers
San Francisco, 94105, CA,
United States
Since 2010, our global team of researchers has been studying Salesforce Contact Center customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Salesforce Contact Center for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Salesforce Contact Center for Call Center include: St. James's Place, a United Kingdom based Banking and Financial Services organisation with 2298 employees and revenues of $2.50 billion, Salesforce UK, a United Kingdom based Professional Services organisation with 2559 employees and revenues of $2.50 billion, DPD UK, a United Kingdom based Distribution organisation with 15000 employees and revenues of $2.10 billion, AEGON UK, a United Kingdom based Insurance organisation with 2136 employees and revenues of $717.0 million and many others.
Contact us if you need a completed and verified list of companies using Salesforce Contact Center, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Salesforce Contact Center customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
 |
AEGON UK | Insurance | 2136 | $717M | United Kingdom | Salesforce | Salesforce Contact Center | Call Center | 2014 | n/a | In 2014, AEGON UK implemented Salesforce Contact Center as a central component of a broader program to refocus the organization on customer and customer contact, deploying the solution within the Call Center application category. The initiative aligned with a company-level ambition to improve customer experience and brand preference while coordinating digital efforts across distribution channels and business units. The Salesforce Contact Center deployment was built from the front end into linked back-end systems, consolidating customer data in Salesforce and surfacing it to employees across functions. Aegon implemented case management workflows, migrated large volumes of inbound email and chat into the platform at the start of 2014, and introduced telephony into Salesforce in October, creating a unified agent desktop for Consumer Contact Center staff. Functionally the program leveraged Service Cloud as the operational core and was complemented by Marketing Cloud, Radian6 and Social Studio for broader engagement, with Community Cloud evaluated for intermediary collaboration. The implementation centralized customer records so that customer changes could be processed across systems from Salesforce, and it opened all contact channels in the contact center to a single routing and case management layer. Operational scope focused on the Consumer Contact Center and cross-departmental customer handling, shifting from product-driven silos to customer-centric case ownership. Governance and workflow changes included routing rules that allow case managers to forward calls to product specialists, operational monitoring of case handling durations, and the ability to operationalize insight from consolidated contact data rather than relying on isolated reports. AEGON UK reported a materially better view of the customer after the Salesforce Contact Center rollout, enabling more coherent handling of multi-product enquiries and improving communication between departments and with intermediaries. The organization cites demonstrable improvement in customer experience following the deployment. | |
 |
DPD UK | Distribution | 15000 | $2.1B | United Kingdom | Salesforce | Salesforce Contact Center | Call Center | 2020 | n/a | In 2020, DPD UK upgraded its call centre platform to Salesforce Contact Center, completing a Salesforce Lightning rollout across approximately 450 advisors. The implementation sits squarely in the Call Center category and was executed while the business simultaneously shifted to distributed home working, using cloud telephony to maintain service levels during a sustained volume surge. The Salesforce Contact Center deployment emphasized advisor workflow configuration and UI prompts to drive consistent handling, for example surfacing a data protection check as the first screen for advisors. Core functional capabilities implemented included case handling and agent desktop streamlining to preempt next actions, and dashboarding for weekly productivity measurement, which reduced average call times by 15 seconds and translated to over 300 case savings per year. Integrations and operational coverage included the existing NewVoiceMedia cloud telephony platform, which permitted advisors to be mobilised from office to home within 24 hours without closing channels. Operational scope extended across call centres beyond the UK and interfaced with consumer signals such as data from the DPD app to inform resourcing for depots and contact operations, supporting broader customer support and logistics planning. Governance and rollout combined executive immersion and data driven monitoring, with leaders asked to experience the telephony environment to secure buy in and weekly dashboards used to compare pre and post home working productivity. The program was delivered during a period of roughly 50 percent parcel volume growth and included operational controls such as driver interviewing and a points system to reduce complaints, an investment for peak readiness of over £2 million, and reported outcomes including maintained service levels and a halving of complaints as stated by DPD UK leadership. | |
 |
Salesforce UK | Professional Services | 2559 | $2.5B | United Kingdom | Salesforce | Salesforce Contact Center | Call Center | 2018 | n/a | In 2018, Salesforce UK deployed Salesforce Contact Center as a Call Center to provision a temporary Customer Experience Center for Dreamforce, building a functioning physical contact center and companion app in six weeks to support the event. The implementation supported the four day Dreamforce event and was designed to serve approximately 170,000 attendees using a multichannel architecture built on Service Cloud and the Lightning Platform. The deployment configured Service Cloud applications and the Lightning Platform to provide an integrated service console, predefined agent workflows via Lightning Flow, a public self-service portal using the out of the box Help Center Template, and conversational automation via Einstein Bots. Salesforce Contact Center included configuration of knowledge management referencing 452 articles, workflow-driven troubleshooting scripts for agents, and drag and drop platform tooling to accelerate console setup and agent scripting. Operational integrations included bots, messaging, email, phone, self service, mobile apps, Facebook, Twitter, live chat, Spotlight on Apple Maps, and Apple Business Chat, with SMS enabled through Messaging as the highest used channel at the event. Einstein Bots handled routine requests and gathered customer context before escalation, resolving nearly 22,000 cases and escalating 157 cases to onsite agents, while attendees generated 146,000 Knowledge sessions and agents handled more than 900 direct SMS messages and over 1,100 one to one agent sessions. Governance and rollout emphasized rapid training and repeatability, agents were trained on the product in half a day and workflows guided consistent issue resolution to reduce variation in handling attendee requests. Salesforce UK treated the setup as a repeatable programmatic build, leveraging Service Cloud Platform capabilities and Lightning Flow to codify agent procedures, bot handoff rules, and self service content curation for subsequent annual Dreamforce deployments. | |
 |
|
Banking and Financial Services | 2298 | $2.5B | United Kingdom | Salesforce | Salesforce Contact Center | Call Center | 2017 | n/a |
|
|
Buyer Intent: Companies Evaluating Salesforce Contact Center
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||