Announces Multi-Channel Customer Service Capabilities

Market Leader in Online CRM Broadens Customer Service Offering with CTI Call Center Integration and Customer Self-Service Portal

SAN FRANCISCO, CA — May 20, 2002 —, the market leader in online customer relationship management (CRM), today released the latest version of its CRM solution, including a Customer Self-Service application to help its customers realize dramatic improvement in customer service. The application also is now fully integrated with call center telephony systems through a Genesys' Suite 6 connector to provide real-time online access to unified customer information. Through this recently demonstrated "CTI Web Services interface" and new Self-Service portal application, Enterprise Edition customers now have multiple channels or touch points through which to interact with their customers and the ability to more effectively respond to customer needs while reducing cost per interaction.

With the Customer Self-Service portal application, companies can now offer their customers a complete online support channel, allowing them to resolve inquires 24/7 without the need to contact a support rep. Forrester Research estimates a 33-to-1 cost savings when customers opt for self-service vs. phone interaction. Additionally, with Self-Service companies have the ability to handle a higher caseload and improve customer satisfaction for additional benefit and cost savings. Integration with Genesys' Suite 6 contact centers provides companies an end-to-end, multi-channel web-based contact center solution.

"As a complex operation with employees and operations across the United States, we were looking for a CRM solution that would allow us to provide the best possible service to our customers," said Keith Phillips, VP of Sales and Marketing at Garrett Aviation. " helps us draw all of our service operations closer to the customer for improved service levels and cost savings."

The new functionality is designed for enterprise companies who are looking for deep CRM capabilities and want to avoid the large expenses, long deployment times, and high risk of failure associated with traditional client/server solutions. Because is designed from the ground up as a Web Service, the company is able to continually add new functionality to its product, and deliver these upgrades and enhanced capabilities to its customers quickly and easily.'s CRM solutions are upgraded several times per year, allowing customers to take immediate advantage of new functionality without expensive hardware or software upgrades. This aggressive production schedule, made possible by the Web Services architecture, allows to respond quickly to customer feedback and continue to deliver the functionality that customers demand.

"We have delivered the first practical application of Web Services with," said Marc Benioff, chairman and CEO of "In just over two years, over 4,500 customers have decided to set aside the 'old way' of homegrown systems or packaged software for the new way of With Web-based Self-Service, CTI Web Services integration, and our existing email channel communications, we can now offer our customers a complete multi-channel solution for their customer interaction centers." currently has over 4,500 customers for its online CRM solution, including global leaders such as Le Meridien, Autodesk, and Daiwa Securities SMBC Europe. delivers its CRM solution as an online information utility via a Web Services infrastructure. In the past year, has added more CRM customers than Siebel (NASDAQ: SEBL), PeopleSoft (NASDAQ: PSFT), Oracle (NASDAQ: ORCL), and SAP (NYSE: SAP) combined.

About is the world’s largest provider of customer relationship management (CRM) software. For more information about (NYSE: CRM), visit:

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 applications should make their purchase decisions based upon features that are currently available. 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, or call 1-800-NO-SOFTWARE.