In New Delhi: Salesforce.com, the enterprise cloud computing company, has unveiled Service Cloud 3, the next generation of social contact centers. Service Cloud 3 will let organisations engage with customers on any social community, including Twitter, Facebook and other social networks via Radian6.
It claims that this will allow Companies to be able to scale their operations quickly and easily to manage a high volume of service issues, including the millions of conversations that are happening every day on social media sites. Leveraging built-in social analytics, agents will be able to prioritize interactions across any channel and tailor support strategies to meet changing sentiments on the social web.
"The explosion of social technologies has changed the game for customer service," said Alex Dayon, executive vice president of CRM, salesforce.com. "Facebook and Twitter taught consumers to expect social customer service in real time. Service Cloud 3 is the next-generation social contact center that lets companies prioritize and manage a high volume of customer issues over any social channel."
Social Communities: Today smart companies handle higher volumes of customer inquiries through collaboration with customers and tapping the wisdom of crowds. Similar to Facebook, Salesforce Answers lets customers ask questions, post answers, and vote on those they consider most helpful. Additionally, high-volume business-to-consumer portals give customers access to an intuitive, 24/7 site for case management, knowledge, help and training.
Live Agent: Service Cloud 3 will give companies the ability to resolve a higher volume of customer issues with less agent time using live chat. Live Agent can be embedded into the companys web site for instant chat functionalityand instant answers for customers. Live Agent will be fully integrated with Service Cloud 3 and Salesforce Knowledge, so theres nothing for companies to install or set up.
Pricing and Availability
Service Cloud 3 is generally available today.
Salesforce for Facebook is currently scheduled to be available in the first quarter of fiscal year 2012 at no additional cost on the AppExchange for Professional, Enterprise and Unlimited Edition customers.
Radian6 for Salesforce is currently scheduled to be available in the third quarter of fiscal year 2012 on the AppExchange, and is currently scheduled to be available in closed beta by the first quarter of fiscal year 2012.
Live Agent will be priced at $50 per agent, per month for salesforce.com customers and is currently scheduled to be available in the second quarter of fiscal year 2012.
Customers who purchase salesforce.com technologies should make their purchase decisions based upon features that are currently available.
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