Salesforce.com and Cisco Partner to Deliver the New Face of Customer Service

Salesforce.com's Service Cloud 2 and Cisco's Unified Communications combine to deliver a complete cloud computing solution for customer service 


SAN FRANCISCO, Oct. 5  /PRNewswire-FirstCall/ -- Salesforce.com (NYSE: CRM), the enterprise cloud computing company, and Cisco (NASDAQ:CSCO) today announced a combined solution to deliver a complete contact center in the cloud. The Cisco and salesforce.com Customer Interaction Cloud brings together salesforce.com's Service Cloud 2 with Cisco Unified Communications. The solution empowers small and medium sized companies to run their customer service completely in the cloud. Salesforce.com and Cisco share a vision about moving technology into the cloud and leveraging social networking sites like Facebook, Twitter and Google to deliver services to their customers where they are already collaborating.

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  Cisco and Salesforce.com - Delivering the Contact Center in the Cloud
  --  The combined solution utilizes a connector to integrate
      salesforce.com's Service Cloud 2 with Cisco Unified Contact Center's
      functionality. This allows customers to use the salesforce.com CRM
      application as their primary agent desktop while retaining full Cisco
      Unified Contact Center capabilities to operate a customer care or
      support center in any industry.
  --  Through this offering, salesforce.com and Cisco are addressing a
      growing demand for cloud computing-based customer service solutions in
      the SMB market.
  --  With the Customer Interaction Cloud, agents may become more
      productive, and customers can use the cloud to achieve a more rapid
      time to value with no hardware, no software, no data centers and no
      telephony equipment to install.

  --  The solution was built to focus on organizations with 30 to 300 reps
      or agents and reflects both high market demand from prospects as well
      as requirements from existing customers.


  The Future of Customer Service
  --  Cisco has led the way in expanding the scope of customer care with the
      introduction of ground-breaking products such as Cisco Unified Contact
      Center which delivers intelligent contact routing for all media, call
      treatment, and network-to-desktop computer telephony integration (CTI)
      over an IP infrastructure. This helps enable companies to rapidly
      deploy a distributed contact center infrastructure.
  --  Customers are increasingly turning to the cloud to answer their
      customer service questions. The Service Cloud 2 lets companies join
      the conversation with their customers, by providing a cost-effective
      solution that unites the contact center and the cloud to establish a
      new model for customer service. 8,000 companies have already selected
      the Service Cloud 2 for their customer service operations.

  --  Built on the Force.com platform, the Service Cloud 2 transforms
      customer service through the power of cloud computing, and brings
      together industry leading cloud computing platforms like Google,
      Facebook, and Twitter to capture every conversation and utilize every
      community expert in the cloud. By capturing these conversations, the
      Service Cloud 2 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 can be
      consistent across every channel.




Enabling Transformation from Cisco Unified Contact Center to Customer Collaboration

  --  Cisco Collaboration Solutions improve and accelerate rich personal,
      team and customer experiences to help organizations drive innovation
      and improve decisions while building trust and accelerating team
      performance.
  --  Customer care has seen significant changes in the last 10 years--with
      new capabilities such as multi-channel contact and introduction of
      IP-based contact centers--and customer service organizations are now
      looking to take this to the next level by forging collaborative
      relationships with their customers and elevating their customer care.
      This transformation to Customer Collaboration recognizes that customer
      interactions can take place anywhere online, in social media, blogs,
      wikis, forums, and online search.

  --  Cisco's Collaboration Solutions and Cisco Unified Contact Center help
      companies smoothly integrate inbound and outbound voice calls with
      Internet applications such as real-time chat, web collaboration, and
      e-mail. Organizations can support customer interactions regardless of
      which communications channel the customer has chosen.


  Comments on the News
  --  "The Service Cloud 2 has seen tremendous momentum and validation from
      customers, prospects, and partners and truly represents the future of
      customer service," said Alex Dayon, senior vice president, customer
      service & support product line of salesforce.com. "The combination of
      Cisco's Unified Communications and salesforce.com's Service Cloud 2
      will provide companies with a true cloud based option when it comes to
      their customer service needs. Companies will no longer have to manage
      routers, servers and switches when it comes to their contact center,
      they can focus on delivering the best customer service possible."
  --  "In the decade since we entered the market, customers have validated
      Cisco's approach to the customer care market through tremendous
      adoption of our collaboration solutions," said John Hernandez, General
      Manager of Cisco's Customer Contact Business Unit. "Now together with
      salesforce.com and the Service Cloud 2, we're taking customers beyond
      the contact center to Customer Collaboration, where organizations can
      be more proactive and effective, create deeper relationships with
      their customers, and help build their brands through customer
      advocates. The rise of social media, and the confidence it has spawned
      amongst Internet users to engage, makes the possibility of
      collaboration much more of a reality."

  --  "Effective customer service requires a right combination of CRM
      capabilities and communications mechanisms to properly capture and
      disseminate timely information," said Jeffrey M. Kaplan, Managing
      Director of THINKstrategies, Inc. and the founder of the SaaS
      Showplace. "This alliance allows companies to leverage Cisco and
      salesforce.com's mutual capabilities to deploy cloud-based, customer
      service solutions that can better serve their customers in an
      increasingly competitive environment."


  Availability
  --  The solution is currently scheduled to be generally available in the
      first quarter of calendar year 2010.

  --  Salesforce.com and Cisco will each be offering the combined solution
      for sale. Details of pricing can be found on Cisco's and
      salesforce.com's respective websites.


  Additional Resources

  --  View more information about the Service Cloud 2 at
      http://www.salesforce.com/servicecloud2/ and about Cisco Unified
      Contact Center solutions at http://www.cisco.com/go/cc.


  About Cisco


Cisco, (NASDAQ:CSCO), is the worldwide leader in networking that transforms how people connect, communicate and collaborate. Information about Cisco can be found at http://www.cisco.com/. For ongoing news, please go to http://newsroom.cisco.com/.

About salesforce.com

Salesforce.com is the enterprise cloud computing company. The company's portfolio of Salesforce CRM applications, available at http://www.salesforce.com/products/, has revolutionized the ways that companies collaborate and communicate with their customers across sales, marketing and service.  The company's Force.com platform (http://www.salesforce.com/platform/) enables customers, partners and developers to quickly build powerful business applications to run every part of the enterprise in the cloud.  Based on salesforce.com's real-time, multi-tenant architecture, Salesforce CRM and Force.com offer the fastest path to customer success with cloud computing.

As of July 31, 2009, salesforce.com manages customer information for approximately 63,200 customers including Allianz Commercial, Dell, Dow Jones Newswires, Japan Post, Kaiser Permanente, KONE, and SunTrust Banks.  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://www.salesforce.com/, or call 1-800-NO-SOFTWARE.

Copyright (c) 2009 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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CONTACT:  Media, Katy Dormer of salesforce.com, [phone],

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