Welcome!

@CloudExpo Authors: Zakia Bouachraoui, Elizabeth White, Liz McMillan, Pat Romanski, Roger Strukhoff

Related Topics: Agile Computing, @CloudExpo

Agile Computing: Press Release

Salesforce.com Unveils Service Cloud 2

8,000 companies have already standardized on the Service Cloud including Extra Space Storage, NJ TRANSIT and Plantronics

Salesforce.com has announced the next chapter in the customer service revolution with Service Cloud 2. The Service Cloud, announced in January of this year, is the next generation solution for customer service - it exponentially increases the quality of service, while lowering the cost, by leveraging the expertise of the community. Since its introduction, the Service Cloud has led market momentum with 8,000 customers and received a number of industry accolades. The Service Cloud will also deliver entirely new product innovations for the customer service industry by introducing the world's first knowledge base designed for cloud computing - Salesforce Knowledge; an entirely new way to look at customer communities and discussion forums - Salesforce Answers; and Salesforce for Twitter, which allows companies to monitor and join the customer service conversations taking place on Twitter. The customer service application market represents a major opportunity for salesforce.com, which according to IDC will be worth $4.2 billion by 2012(1).

Service Cloud 2 - Customer Success and Market Momentum for the New Customer Service Standard

  • Eight thousand companies, including Extra Space Storage, NJ TRANSIT and Plantronics, have standardized on the Service Cloud for their customer service operations - representing a 175% growth in business year over year.
  • Companies using the Service Cloud have seen a 28% increase in customer satisfaction, 25% increase in call deflection, 30% increase in first call resolution, 37% rise in service and support productivity and a 26% increase in customer retention, according to a recent third party survey.
  • Salesforce.com was placed in the leaders quadrant of Gartner's Magic Quadrant for CRM Customer Service Support Contacts(2).
  • Since January of 2009, the Service Cloud has won the 2009 TMCnet CRM Excellence Award, Network Products Guide 2009 Innovation Award, CRM Magazine Service Leader Rising Star Award, and the IP Contact Center Technology Pioneer Award for Best IP Contact Center Service. The Service Cloud was also named to KMWorld's list of Top 100 Companies in knowledge management.

Salesforce Knowledge - The World's First Knowledge-as-a-Service

A year after salesforce.com acquired Instranet, salesforce.com will offer the world's first Knowledge-as-a-Service, the first ever multi-tenant knowledge base designed for cloud computing. The core Service Cloud knowledge base built on Force.com will deliver:

  • Rapid Deployment: Companies will be able to deploy their knowledge base in a matter of days and extend the technology to mobile devices and public websites. Companies will be able to deploy Salesforce Knowledge without having to install and manage hardware or software.
  • Immediate Results: Customer service agents will be able to find the right answer, the first time, ensuring that companies amaze and delight their customers with a truly integrated customer service experience.
  • Google Accessible: Companies will be able to utilize the latest Force.com capabilities, including Force.com Sites, to expose knowledge articles out to the Internet so that customers can find information on the public Internet and through search engines such as Google.
  • Simple Customizations: Users will be able to quickly and easily deploy changes and customizations to the knowledge base to fit a company's dynamic and evolving needs.
  • Automated Upgrades: Product enhancements will be automatically released three times a year. Customers will no longer have to worry whether their applications will continue to work with other hardware and software after an upgrade.
  • Secure and Trusted: Companies will be able to leverage all the benefits of the proven security, reliability and scalability of salesforce.com's trusted global infrastructure.

More Stories By Cloud News Desk

Cloud Computing News Desk brings the latest industry news related to the Cloud paradigm of massively scalable IT resources and capabilities delivered as a service using Internet technologies. For up to date news on the International Cloud Computing Conference & Expo series, the easiest way is to follow it on Twitter.

CloudEXPO Stories
The precious oil is extracted from the seeds of prickly pear cactus plant. After taking out the seeds from the fruits, they are adequately dried and then cold pressed to obtain the oil. Indeed, the prickly seed oil is quite expensive. Well, that is understandable when you consider the fact that the seeds are really tiny and each seed contain only about 5% of oil in it at most, plus the seeds are usually handpicked from the fruits. This means it will take tons of these seeds to produce just one bottle of the oil for commercial purpose. But from its medical properties to its culinary importance, skin lightening, moisturizing, and protection abilities, down to its extraordinary hair care properties, prickly seed oil has got lots of excellent rewards for anyone who pays the price.
The platform combines the strengths of Singtel's extensive, intelligent network capabilities with Microsoft's cloud expertise to create a unique solution that sets new standards for IoT applications," said Mr Diomedes Kastanis, Head of IoT at Singtel. "Our solution provides speed, transparency and flexibility, paving the way for a more pervasive use of IoT to accelerate enterprises' digitalisation efforts. AI-powered intelligent connectivity over Microsoft Azure will be the fastest connected path for IoT innovators to scale globally, and the smartest path to cross-device synergy in an instrumented, connected world.
There are many examples of disruption in consumer space – Uber disrupting the cab industry, Airbnb disrupting the hospitality industry and so on; but have you wondered who is disrupting support and operations? AISERA helps make businesses and customers successful by offering consumer-like user experience for support and operations. We have built the world’s first AI-driven IT / HR / Cloud / Customer Support and Operations solution.
ScaleMP is presenting at CloudEXPO 2019, held June 24-26 in Santa Clara, and we’d love to see you there. At the conference, we’ll demonstrate how ScaleMP is solving one of the most vexing challenges for cloud — memory cost and limit of scale — and how our innovative vSMP MemoryONE solution provides affordable larger server memory for the private and public cloud. Please visit us at Booth No. 519 to connect with our experts and learn more about vSMP MemoryONE and how it is already serving some of the world’s largest data centers. Click here to schedule a meeting with our experts and executives.
Darktrace is the world's leading AI company for cyber security. Created by mathematicians from the University of Cambridge, Darktrace's Enterprise Immune System is the first non-consumer application of machine learning to work at scale, across all network types, from physical, virtualized, and cloud, through to IoT and industrial control systems. Installed as a self-configuring cyber defense platform, Darktrace continuously learns what is ‘normal' for all devices and users, updating its understanding as the environment changes.