Launches On-Demand Support System

Claiming that will "transform contact centers and help desks the same way that 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 into any telephone platform, including products from vendors like Alcatel, Aspect, Avaya, Cisco, and Genesys.

In fact,'s launch of 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, provides customers with a strong breadth of options." is available now as part of the existing suite, which comes at prices ranging from $65 to $125 per user per month. Current customers receive at no additional cost.

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