Over the past months I have had different companies asking how to integrate incoming calls with Salesforce. Not necessarily looking into an omnichannel approach, but basically getting customers connected with the right agent and ensuring that the agent has the correct information displayed.
Data Privacy and GDPR rules in Europe are hot topics these days. Going for cloud solutions and implementing, for instance, a cloud contact center, puts probably even more focus on getting compliancy with data privacy rules.
Many companies publish how they handle GDPR questions, and so does Salesforce on this page.
An important question to answer when comparing on-premise communication platforms with cloud contact center solutions, may be budget! And what does it bring to your Salesforce project?