CRM Cloud Computing
CRM Week in Review: Salesforce.com Intros Chatter at NYC Event, Five9 Reports Customer Story, SIP Print Unveils Product
Welcome to the week in review for the customer relationship management, or "CRM," industry. Below are some of the top stories that came across the TMCnet news wires this week.
Salesforce.com (News - Alert), with its Thursday Cloudforce 2 Tour event, had quite a big week. Social networking is prevalent in many of our lives; from Twitter at work to Facebook (News - Alert) at home, it's becoming more and more essential as a means of communication, connecting us with the world and even keeping abreast of current events, from election protests to Conan O'Brien's status.
And, when CRM sales software, CRM cloud computing and customer service software provider Salesforce.com released its Salesforce 'Chatter,' a new social networking application for the business world, call centers all over the country were connected by a Facebook-esque interface to communication.
Now, at Salesforce.com's event, 'Cloudforce 2 Tour: NYC,' held today, April 8, 2010 in New York City, the company is expanding on its Chatter Beta and is introducing ChatterExchange, an accelerating AppExchange 2 with an entirely new category of social enterprise apps.
Salesforce.com's social site, which has seen quite a leap in users, is now attracting partnerships with more than 20 new applications going live today, including everything from financial applications for the platform to job recruiting apps.
On Wednesday, call center on demand software provider Five9 announced that SendMe, a mobile media company, switched to Five9's Virtual Call Center software for their customer service call center and realized an 80 percent cost savings.
Five9's Chief Technology Officer Jim Dvorkin told TMCnet in a recent interview that the powerful IVR system in the virtual call center software enabled SendMe to develop a customer service interface that allows SendMe customers to make changes to their service by telephone without having to connect to a live agent.
"And the Five9 Cloud Computing Platform for Call Centers integrates, through a web connector, SendMe's in-house provisioning software with the IVR, further giving SendMe's subscribers more control over their account, and, again, reducing the need for a live agent to intervene or act on customer accounts," Dvorkin said in a TMCnet interview.
On Friday, SIP Print (News - Alert), creators of the first SIP-based VoIP call recording platform, has announced the release of the Call Accounting appliance with full functionality and robust feature set. This latest SIP Print solution is designed to ensure greater flexibility and high performance for call accounting across the SIP PBX (News - Alert) environments from small office to medium-sized to enterprise customers.
A multifaceted effort by SIP Print to accommodate the needs of SIP-PBX hosting and Co-Lo vendors, customers and channel partners to deliver high performance call accounting across the spectrum of devices and organizations, SIP Print Call Accounting enables resellers to add value within their vertical markets.
Early response for this product demonstrates that distributors, resellers and end-users recognize the increasing importance of call accounting applications particular to their environment. In addition, end users enjoy strong value and peace-of-mind when call accounting requirements are critical to the overall mission of the business.
That's the top CRM News for this week. Check back next week on TMCnet for more breaking news in the CRM industry.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly "green" technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire