Partnership simplifies customer deployments within multi-channel support organizations
San Francisco, Calif. — Oct. 11, 2005 — Salesforce.com (NYSE:CRM), the global leader in on-demand customer relationship management (CRM), and LivePerson, Inc. (NASDAQ: LPSN), a provider of communications solutions for online sales, marketing and customer service, today announced LivePerson Chat for AppExchange Service & Support 1.0. This solution enables customers to greatly simplify and speed the process of deploying a multi-channel support organization. Via salesforce.com's new application sharing service, AppExchange, LivePerson Chat for AppExchange Service & Support provides a pre-built integration combining their chat functionality with Salesforce Service & Support. LivePerson Chat for AppExchange Service & Support is available immediately for preview in the AppExchange, and will be generally available at the same time as the Salesforce Winter '06 release.
"Salesforce Service & Support has delivered significant benefits to our organization and has allowed us to manage email communications as effectively as telephone interactions," said Marc Prosser, chief marketing officer, Forex Capital Markets. "The integration of LivePerson Chat has provided Forex Capital Markets with new ways to expand our customer service capabilities and support customers in the manner that best suits their needs."
As one of the fastest growing channels of customer interactions, Web chat is quickly becoming a "must-have" for service organizations that want to keep pace in a competitive market. But companies must manage this communication channel as effectively as phone and other Internet communications so customers receive consistent service levels.
With the integration of LivePerson Chat, Salesforce Service & Support users will have a single Agent Console for all interactions and be able to support Chat with the same robust data from the Salesforce Service & Support knowledge management infrastructure used for phone and other Internet interactions. The ability to save LivePerson Chat transcripts within Salesforce Service & Support allows consistent tracking and auditing for regulatory compliance and monitoring agent productivity. Real-time reports and dashboards within Salesforce Service & Support provide supervisors a single, unified view to track performance and productivity of their staff — regardless of which communications channel they're using.
Salesforce Service & Support is an on-demand customer support application that combines comprehensive, multi-channel service capabilities with the advantages of salesforce.com's on-demand technology: easy deployment, rapid customization and powerful real-time reporting. The application is ideal for customer service, product support, field service, order desks, telemarketing/telesales, or IT help desks.
"As Chat proliferates, companies are increasingly seeking a multi-channel approach for their support organizations," said Bonnie Crater, vice president and general manager, Salesforce Service & Support. "We're confident that our AppExchange partnership with LivePerson will simplify the addition of Chat for our Salesforce Service & Support users and decrease their costs by transitioning more customers from the telephone to less expensive Internet interactions."
"In addition to reduced costs, companies with an effective multi-channel communication strategy reap the benefit of more satisfied customers, because they receive service when and how they choose," said Robert LoCascio, CEO at LivePerson. "Together, salesforce.com and LivePerson will provide companies with an effective, easy-to-use multi-channel solution for support organizations."
AppExchange is the world's first on-demand application sharing service. Launched at Dreamforce '05, AppExchange features dozens of pre-built applications created by salesforce.com customers and partners and is now extended with AppExchange Service & Support 1.0 to embrace all of the needs of Service & Support organizations. AppExchange enables all of these on-demand applications to be easily shared, exchanged and installed with one click into any salesforce.com account. AppExchange can be found at http://www.salesforce.com/appexchange. Customers can install Service & Support applications and many others starting with the release of Winter '06, currently expected in the fourth quarter. There is no charge for trying applications or using the AppExchange. Application 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.
Appforce is a complete on-demand platform that includes Appforce Builder, Appforce DB, Appforce API and the Appforce OS for development & deployment of multiple on-demand applications. Appforce provides unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM.
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.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com 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://salesforce.com/eu/, or call 00800 7253 3333.