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GOP's Chambliss jumps to early lead in Ga. Senate- Republican Sen. Saxby Chambliss jumped out to an early lead Tuesday over Democrat Jim Martin in Georgia's U.S. Senate runoff that attracted light voter turnout despite the contest's high stakes on the balance of power in Washington.
Police: Mumbai gunmen came by sea from Pakistan- The gunmen who attacked Mumbai set out by boat from the Pakistani port of Karachi, then later hijacked an Indian fishing trawler that carried them toward this financial capital on their suicide mission, a top police official said Tuesday.
Gates: Military looks to accelerate Iraq pullout- Defense Secretary Robert Gates signaled a willingness Tuesday to forge ahead with two key priorities for the incoming Obama administration: accelerating the U.S. withdrawal from Iraq and shutting down the Guantanamo Bay detention center.
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Auditors fault Treasury oversight of bailout funds- The government must toughen its monitoring of the $700 billion financial bailout to ensure that banking institutions limit their top executives' pay and comply with other restrictions, federal auditors said Tuesday in the first comprehensive review of the rescue package.
Chained teen shows up at Calif. gym; 2 arrested- A Girl Scout leader and her husband were arrested after an emaciated, terrified and nearly naked 17-year-old showed up at a gym with a chain locked to his ankle, saying he had just fled his captors, authorities said Tuesday.
Nixon records show aides dishing dirt on critics- In Richard Nixon's time, all the president's men fretted about threats on every front: disquiet out on the streets, disloyalty inside the administration and trouble from political opponents who had to be discredited at any cost.
Coleman pleads no contest to disorderly conduct- Gary Coleman has pleaded no contest to a disorderly conduct charge stemming from a September incident at a bowling alley. The 40-year-old former star of "Diff'rent Strokes" was ordered to pay a $100 fine in a Payson court Tuesday. He also pleaded no contest to a reckless driving charge, which will be waived if he doesn't have any other violations within a year.
- A message in a bottle tossed into the ocean off Barnegat Bay has turned up in North Carolina - 39 years later. The note was sealed in a Schaefer beer bottle. It was dated Aug. 17, 1969 and read: "If found notify the North Haledon Fire Co. 2."
Giants suspend Burress for rest of regular season- Super Bowl hero Plaxico Burress is done for the year. The New York Giants fined and suspended Burress on Tuesday for four games - the rest of the regular season - after he accidentally shot himself in the right thigh over the weekend at a Manhattan nightclub. The team also placed him on the reserve non-football injury list, which means the wide receiver couldn't come back for playoffs, either.
Salesforce.com Acquires InStranet, Bringing Industry-Leading Knowledge Base Technology to Salesforce CRM Customer Service & Support
SAN FRANCISCO
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(Logo: http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO)
"I'd like to welcome the InStranet team to salesforce.com," said
"Delivering our technology as a service had become a key focus for us due
to strong interest from our customers," said
"This acquisition gives Salesforce CRM Customer Service & Support unique technology that provides a better approach to knowledge base management," said Sheryl Kingstone, director, Enterprise Research at Yankee Group. "And the timing is ripe -- companies have been asking for a better way to organize their corporate knowledge to serve customers, and this acquisition will help salesforce.com differentiate itself from the competition."
The Customer Service and Support Market Opportunity -- Turning Agents into Brand Champions and Customers into Evangelists
Among the top five providers of customer service applications,
salesforce.com was the fastest growing by revenue in 2007 (Source: IDC,
"Worldwide Customer Service Applications 2008 Vendor Shares: Economic
Uncertainty Will Drive Service Applications," Doc # 213028,
Traditional customer service and support vendors' "search and hope"
approach using keyword search technology has been riddled with failure:
Customers struggle because they can't find the right answer to their questions
through Web-based self-service portals, and call center agents are more
challenged than ever to help customers due to the large amount and complexity
of information buried in their knowledge bases. According to IDC, searchers
fail to find what they are looking for 30-50% of the time (Source: IDC,
"Microsoft Buys Powerset Up the Web Search Ante," Doc # lcUS 21330608,
InStranet has solved the customer service and support challenge by taking
a completely different approach to knowledge base management through its
patented knowledge base Dimensions technology, which adds the customer's
context, such as product or geography, to the knowledge base to quickly hone
in on the right solution and eliminate irrelevant search results. This
powerful technology provides call center agents with accurate answers to
customer questions at an unmatched speed and greatly improves customers'
Web-based self-service experience, drastically reducing the number of calls to
call center agents by frustrated customers. Given that Yankee Group estimates
that a customer service call costs
In addition, because of the technology's open architecture, it provides rapid time to value, with deployments taking place in weeks as opposed to months. This approach has found tremendous customer success in the most demanding enterprises, including some of the world's largest call centers supporting more than 35,000 agents. Salesforce.com is adding this technology innovation as a key component to Salesforce CRM Customer Service & Support, enhancing its Call Center and Customer Portal applications in use today by thousands of companies around the world.
"Salesforce CRM Customer Service & Support has already revolutionized our
support centers by bringing the benefits of SaaS to our support personnel
around the globe," said
"This technology has had a significant impact on our ability to rapidly
launch new clients and maximize our agents' efficiency. Our 7,000 customer
service representatives use the solution on a daily basis, and I see further
growth potential," said
Salesforce.com Acquires InStranet
Salesforce.com's acquisition of InStranet closed on
InStranet is headquartered in
Additional information will be available during salesforce.com's quarterly
results call scheduled for
About Salesforce.com
Salesforce.com is the market and technology leader in Software-as-a-Service (SaaS) and Platform-as-a-Service (PaaS). The company's portfolio of SaaS applications, including its award-winning CRM application, available at http://www.salesforce.com/products/, has revolutionized the ways that customers manage and share business information over the Internet. The company's Force.com PaaS enables customers, developers and partners to build powerful on-demand applications that deliver the benefits of multi-tenancy across the enterprise. Applications built on the Force.com platform, available at http://www.force.com, can be easily shared, exchanged and installed with a few simple clicks via salesforce.com's AppExchange marketplace available at http://www.salesforce.com/appexchange.
As of
"Safe harbor" statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements about our acquisition of InStranet, Inc., including statements about the market for InStranet and salesforce.com products and services and the growth of the customer service and support and knowledge base and knowledge management markets, the achievement of which involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include -- but are not limited to -- risks associated with the integration of InStranet, and its technology, rates of growth in the customer service and support and knowledge base and knowledge management markets, acceptance by customers and partners of the solutions of the combined companies and our ability to retain and motivate InStranet employees.
Further information on these and other factors is included in the reports
on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities
and Exchange Commission from time to time, including our Form 10-Q that will
be filed for the quarter ended
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
Copyright (c) 2008 salesforce.com, inc. All rights reserved. Salesforce and the "no software" logo are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners.
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