Salesforce.com inaugurates Service Cloud
ConvergenceAsia staff
16/01/2009

Salesforce.com, the enterprise cloud computing company, has announced the Service Cloud, its next generation solution for customer service. Built on the Force.com platform, the Service Cloud transforms customer service through the power of cloud computing, and brings together industry leading cloud computing platforms like Google, Facebook and Amazon.com to capture every conversation and leverage every community expert in the cloud.

By capturing these conversations, the Service Cloud empowers companies to deliver the expertise of the community to customers, agents and partners regardless of location or device - ensuring that the quality of customer service is consistent across every channel. The Service Cloud represents the future of customer service, where more than two-thirds of all service conversations will take place in the cloud.

"The Service Cloud is the first customer service solution that empowers companies to join and manage all service conversations happening in the cloud," said Marc Benioff, chairman and CEO of salesforce.com. "This has been made possible through the emergence of native cloud computing platforms like Force.com that are built to harness the power of other clouds like Facebook, Google, and Amazon.com.”

Traditionally, contact centre technologies have been removed from the experts and knowledge found in the cloud. Yet already 50 per cent of all service conversations are taking place in the cloud. The Service Cloud unites these two disconnected worlds to establish the new model for customer service.

Force.com provides a comprehensive, trusted platform for quickly building and running business applications in the cloud. The Service Cloud utilises the latest Force.com capabilities, including Force.com Sites, Force.com for Facebook, and more to uniquely join together knowledge and conversations regardless of where they take place online.

The Service Cloud also taps into the power of more than 100 customer service extensions on the Force.com AppExchange for areas like chat, field service and CTI. Additionally, customers using the Service Cloud gain all the benefits of the proven security, reliability and scalability of salesforce.com’s trusted global infrastructure.

Service Cloud packages start at US$995 per month, which includes the ability to:

- Create an online customer community with unlimited usage for up to 250 customers

- Set up a contact centre with up to five agents

- Connect with native cloud computing sites like Facebook and Google

- Invite up to five partners to participate in the service cloud

Service Cloud packages are available today. Force.com Sites is scheduled to be generally available later this year. Visit www.salesforce.com/servicecloud for more information.

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