Salesforce.com Launches On-Demand Support System

Claiming that Support.com will "transform contact centers and help desks the same way that salesforce.com has transformed sales force automation," the San Francisco-based provider said the new service includes features such as knowledge database management, Web self-service sites for customers, and metrics to help firms manage and share customer support data.

Companies can customize the interface and workings of the support application, while the new sforce Telephony API toolkit lets in-house developers tie Supportforce.com into any telephone platform, including products from vendors like Alcatel, Aspect, Avaya, Cisco, and Genesys.

In fact, Salesforce.com's launch of Supportforce.com is being done in conjunction with those five manufacturers. "These companies make up over 70 percent of the global contact center marketplace," said Sheryl Kingstone, an analyst with Yankee Group, in a statement. "By partnering with all the leading players, Supportforce.com provides customers with a strong breadth of options." Supportforce.com is available now as part of the existing Salesforce.com suite, which comes at prices ranging from $65 to $125 per user per month. Current Salesforce.com customers receive Supportforce.com at no additional cost.