Salesforce.com Will Revolutionize Customer Service with Launch of Salesforce Service & Support 2.0 and AppExchange Service & Support 1.0

Salesforce Service & Support 2.0 will deliver the dream of complete, integrated global virtual call centers

Twenty-two new applications to be offered within AppExchange Service & Support 1.0, dramatically expands salesforce.com's lead in Service & Support

San Francisco, Calif. — Oct. 11, 2005 — Salesforce.com (NYSE: CRM), the global leader in on-demand customer relationship management (CRM), today announced Salesforce Service & Support 2.0 and AppExchange Service & Support 1.0, two new innovations that constitute a revolution in customer service and support. Starting with the release of Winter '06, expected to be available in the fourth quarter, customer service and support teams can deliver on the dream of comprehensive, fully integrated, virtual call centers that support a wide range of customer interactions, no matter which channel— voice, chat, email, in-person. Teams can benefit from breakthrough efficiency in service delivery combined with unprecedented breadth of technology to cover all their business needs from one on-demand platform.

Until now, any organization wishing to deploy a comprehensive multi-channel call center or customer service environment needed to integrate numerous technologies from a wide range of vendors to support each of their business requirements—a costly, risky and complex endeavor. The current rapid consolidation in the traditional client/server software market only heightens this risk, as products are merged and in many cases "end of lifed."

Salesforce Service and Support 2.0 will change all that.

The combination of Salesforce Service & Support 2.0 and AppExchange Service & Support 1.0 will deliver on the dream of a fully integrated multi-channel service solution running on one platform, across all channels, with built-in integration, all delivered with the full benefits of on-demand.

"The combination of Salesforce Service & Support 2.0 with AppExchange Service & Support 1.0 is truly a revolution for companies seeking success in this critical area," said Marc Benioff, chairman and CEO, salesforce.com. "Businesses will be able to enjoy a new era of innovation, choice and efficiency that just isn't possible with legacy client-server solutions."

Salesforce Service & Support 2.0
Launched just over a year ago as Supportforce, Salesforce Service & Support has been enthusiastically received in the marketplace. Salesforce Service & Support has over 1700 customers worldwide, and is setting the standard for integration with best-of-breed solutions in call center technology. In the first year alone, Salesforce Service & Support customers had over 12 million cases under management. With the new release, salesforce.com will provide a complete ecosystem of products & services to meet customer needs that include eight infrastructure partners, seven solution partners and six systems integration and outsourcing partners. (Please see separate releases for more information on partnerships with Genesys, Stream, Sitel, and others.)

Salesforce Service & Support 2.0 will contain more than 50 new features that dramatically improve agent efficiency, ease of use and functional completeness that extend the customer's return on investment, including:

  • Agent Console with AJAX consolidates an agent's key information on a single screen. Case details, contract information, customer assets, solutions, opportunities, and orders all appear on a simple, ease-to-use page. This revolutionary user interface design revolutionizes ease of use and agent efficiency, to increase overall call center productivity. Agent Console will be available as a pilot in the Winter '06 release and generally available in the spring.
  • Suggested Solutions allows customers to "self-close" their own cases and allows agents to tap into the collective knowledge of previously closed cases. Powered by the Salesforce IntelliMatch algorithm, Suggested Solutions' self-learning engine help break through the barriers created when useful information stays siloed with individual agents.
  • Open Computer Telephony Integration (CTI) via New ATAPI 2.0 The Appforce Telephony API 2.0 (formerly STAPI) includes nine pre-built integrations with top vendors such as Alcatel, Avaya, Cisco, Contactual, Echopass, Five 9, Nortel, and Teamphone. This feature will be available in the first half of 2006.
"Salesforce Service and Support has already helped us reach key targets in improving our customer service," said Brad Leblanc, Client Services Consultant at SunGard's Bancware business unit. SunGard is a global leader in software and processing solutions for financial services, higher education and the public sector. "We're looking forward to taking advantage of new features like Agent Console."

Salesforce FAQs is a web self-service offering enabling companies to lower costs by directing customers to an easy-to-use online portal for answers to Frequently Asked Questions. Available immediately for $65 per month and included with Professional Edition, companies can offer customers the ability to resolve their own service issues. Salesforce FAQs requires no upfront charges or services to get started, and carries no per-customer charges and no per-transaction charges.

AppExchange Service & Support 1.0
The AppExchange, which was unveiled last month at Dreamforce '05, is a major change in the way that applications are developed, distributed and deployed in the enterprise. With AppExchange, every company will have access to new applications that bring the benefits of salesforce.com to its entire business, letting them manage and share all of their company information on-demand. Using AppExchange, companies will be able to easily add new applications to their existing Salesforce Service & Support deployments, extending their success and making the full power and creativity of the salesforce.com customer and partner community available with just a click.

With today's announcement of AppExchange Service & Support 1.0, businesses will be able to choose from a growing universe of applications and components specifically built to solve customer service and support issues. With an initial 22 applications, AppExchange Service & Support 1.0 will offer applications such as time-tracking, return materials authorization (RMA), mobile workforce management, and fully integrated chat. And best of all, AppExchange applications take advantage of the Appforce platform: a secure, scalable database, industry-leading customization and integration capabilities, and an interface that individual users love.

Traditionally, organizations wishing to deploy a full multi-channel virtual call center would need to purchase, install, configure and customize a number of products from several vendors to create a solution to meet all of their needs. With the release of AppExchange Service & Support 1.0, businesses will be able to select the components and applications that they need for their unique environment and have them instantly deployed to all of their users in just a few clicks. There is no complex integration work, since each solution will simply snap into their existing Salesforce Service & Support application for instant deployment

AppExchange Service and Support is available now for preview, and is scheduled to be generally available with the release of Winter '06. There is no charge to browse and test drive applications. Applications from partners will typically require a fee; those authored by salesforce.com are offered free of charge. Salesforce.com does not take a commission on the sale of applications from partners. More information can be found at www.salesforce.com/appexchange.

About Salesforce

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.