(WEB HOST INDUSTRY REVIEW) — Enterprise cloud computing provider Salesforce.com (www.salesforce.com) has partnered with networking equipment and network management giant Cisco (www.cisco.com) to bring Salesforce’ new Service Cloud 2 platform to let companies of all sizes increase service quality, while lowering the cost, by leveraging the expertise of the community.
According to Salesforce’s Monday announcement, Service Cloud 2 is able to run a business’ telephony and communications completely on the web with the help of Cisco’s Unified Contact Center solutions, while customer interactions and knowledge is managed using Salesforce’s customer relationship management, all for a single subscription price. As an example, Salesforce.com and Cisco unveiled a complete call center running entirely in the cloud with a combined solution integrating telephony with CRM.
Also, Service Cloud 2 gives users access to non-disruptive five-minute upgrades of even during planned maintenance windows with new technology that set a new standard for enterprise cloud computing, by delivering upgrades while users work.
“The five-minute upgrade is a revolution for the industry and a revelation for customers. The power of the Force.com platform has eliminated yet another painful legacy from on-premise software by making upgrades nearly invisible for customer service organizations. No longer will the customer service market be held back by traditional technology,” said Marc Benioff, chairman and CEO of Salesforce.com. “The Service Cloud 2 represents the future of customer service.”
Five-minute upgrades are possible because of Salesforce’s real-time, fully mirrored data centers. When Salesforce.com upgrades the service in one data center, companies will still be able to access their applications through one of Salesforce.com’s other global, real-time, mirrored data centers.
Give companies an easy way to join the real-time customer service conversations happening on Twitter, Salesforce also announced “Salesforce for Twitter,” which lets companies use the popular micro-blogging service to promote their companies, brands and products in 140 characters or less. Salesforce for Twitter lets users search Twitter in real-time, monitor service issues on Twitter, join Twitter conversations, establish a Twitter support channel and deliver real-time knowledge.
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