{"id":20621,"date":"2010-08-05T05:00:00","date_gmt":"2010-08-05T12:00:00","guid":{"rendered":""},"modified":"2024-09-16T15:12:14","modified_gmt":"2024-09-16T22:12:14","slug":"salesforce-coms-service-cloud-2-ranked-a-leader-by-independent-research-firm","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2010\/08\/05\/salesforce-coms-service-cloud-2-ranked-a-leader-by-independent-research-firm\/","title":{"rendered":"Salesforce.com\u2019s Service Cloud 2 Ranked a Leader by Independent Research Firm"},"content":{"rendered":"\n

Report highlights real-time responsiveness, mobile capabilities, and multichannel social computing among key trends in today\u2019s leading customer service solutions

SAN FRANCISCO \u2013 August 5, 2010 – Salesforce.com [NYSE: CRM], the enterprise cloud computing (http:\/\/www.salesforce.com\/cloudcomputing\/) company, today announced that Service Cloud 2 has been cited as a Leader in \u201cThe Forrester Wave\u2122: CRM Suites Customer Service Solutions, Q3 2010\u201d (Forrester Research, Inc., July, 2010). Service Cloud 2 scored highest among all vendors in the report for its strategy, and ranked high for its usability, time-to-value and product strategy.

According to the Report:
\u2022 Salesforce.com was recognized for \u201cgrowing quickly by making CRM solutions available through the SaaS deployment model.\u201d Specifically, the company was noted for providing very strong support for: \u201cPhone agents, social web; customization; security; Web 2.0-enabling technologies; usability and mobile devices.\u201d
\u2022 These strengths align with key trends currently taking place in the customer service solutions landscape that were noted in the report, including the importance of: \u201ccustomer service embraces real-time methods\u201d via social networking sources; \u201cself-service knowledge management tools,\u201d \u201cmobile capabilities serve as a linchpin for responsive customer service;\u201d and \u201cinterest in social computing for multichannel customer service.\u201d
\u2022 The company also received high scores for its current offering, particularly in customer service, architecture and platform, and usability, as well as for its strategy, particularly its time-to-value and product strategy.

Comments on the News:
\u2022 \u201cThere\u2019s no \u2018Press 1\u2019 on Twitter. Today\u2019s customers aren\u2019t waiting on hold. They\u2019re on Cloud 2 \u2013 they\u2019re mobile, using social networks, and demanding real-time answers,\u201d said Alex Dayon, EVP of CRM, salesforce.com. \u201cService Cloud 2 helps customer service teams provide modern customer service in the cloud.\u201d

Additional Resources:
\u2022 More information on Service Cloud 2 is available here: http:\/\/www.salesforce.com\/crm\/customer-service-support\/
\u2022 Watch a brief demo of Service Cloud 2 here: http:\/\/www.youtube.com\/watch?v=cpVRaDdtO8U
\u2022 Become a fan of salesforce.com at http:\/\/facebook.com\/salesforce
\u2022 Follow @salesforce on Twitter<\/p>\n","protected":false},"excerpt":{"rendered":"

Report highlights real-time responsiveness, mobile capabilities, and multichannel social computing among key trends in today\u2019s leading customer servic<\/p>\n","protected":false},"author":113,"featured_media":0,"template":"","meta":{"sf_subhead":"Report highlights real-time responsiveness, mobile capabilities, and multichannel social computing among key trends in today\u2019s leading customer servic","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[1721,1727],"sf_theme":[1912],"sf_topic":[1752,1757,1744,1726],"sf_product":[1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[2027],"class_list":["post-20621","sf_press_release","type-sf_press_release","status-publish","hentry","sf_content_type-news-announcements","sf_content_type-news-announcements-product","sf_theme-digital-transformation","sf_topic-awards-and-recognition","sf_topic-customer-service-and-support","sf_topic-customer-success","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","sf_location-amer"],"yoast_head":"\nSalesforce.com\u2019s Service Cloud 2 Ranked a Leader by Independent Research Firm - 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