LivePerson and Salesforce.com Announce LivePerson Chat for Salesforce.com's AppExchange Service & Support 1.0
Partnership simplifies customer deployments within multi-channel support organizations.
San Francisco, CA, October 11, 2005 --(PR.com)-- Salesforce.com (NYSE:CRM), the global leader in on-demand customer relationship management (CRM), and LivePerson, Inc. (NASDAQ: LPSN), a provider of communications solutions for online sales, marketing and customer service, today announced LivePerson Chat for AppExchange Service & Support 1.0. This solution enables customers to greatly simplify and speed the process of deploying a multi-channel support organization. Via salesforce.com’s new application sharing service, AppExchange, LivePerson Chat for AppExchange Service & Support provides a pre-built integration combining their chat functionality with Salesforce Service & Support. LivePerson Chat for AppExchange Service & Support is available immediately for preview in the AppExchange, and will be generally available at the same time as the Salesforce Winter ’06 release.
“Salesforce Service & Support has delivered significant benefits to our organization and has allowed us to manage email communications as effectively as telephone interactions,” said Marc Prosser, chief marketing officer, Forex Capital Markets. “The integration of LivePerson Chat has provided Forex Capital Markets with new ways to expand our customer service capabilities and support customers in the manner that best suits their needs.”
As one of the fastest growing channels of customer interactions, Web chat is quickly becoming a “must-have” for service organizations that want to keep pace in a competitive market. But companies must manage this communication channel as effectively as phone and other Internet communications so customers receive consistent service levels.
With the integration of LivePerson Chat, Salesforce Service & Support users will have a single Agent Console for all interactions and be able to support Chat with the same robust data from the Salesforce Service & Support knowledge management infrastructure used for phone and other Internet interactions. The ability to save LivePerson Chat transcripts within Salesforce Service & Support allows consistent tracking and auditing for regulatory compliance and monitoring agent productivity. Real-time reports and dashboards within Salesforce Service & Support provide supervisors a single, unified view to track performance and productivity of their staff – regardless of which communications channel they’re using.
Salesforce Service & Support is an on-demand customer support application that combines comprehensive, multi-channel service capabilities with the advantages of salesforce.com’s on-demand technology: easy deployment, rapid customization and powerful real-time reporting. The application is ideal for customer service, product support, field service, order desks, telemarketing/telesales, or IT help desks.
“As Chat proliferates, companies are increasingly seeking a multi-channel approach for their support organizations,” said Bonnie Crater, vice president and general manager, Salesforce Service & Support. “We’re confident that our AppExchange partnership with LivePerson will simplify the addition of Chat for our Salesforce Service & Support users and decrease their costs by transitioning more customers from the telephone to less expensive Internet interactions.”
“In addition to reduced costs, companies with an effective multi-channel communication strategy reap the benefit of more satisfied customers, because they receive service when and how they choose,” said Robert LoCascio, CEO at LivePerson. “Together, salesforce.com and LivePerson will provide companies with an effective, easy-to-use multi-channel solution for support organizations.”
AppExchange is the world’s first on-demand application sharing service. Launched at Dreamforce ‘05, AppExchange features dozens of pre-built applications created by salesforce.com customers and partners and is now extended with AppExchange Service & Support 1.0 to embrace all of the needs of Service & Support organizations. AppExchange enables all of these on-demand applications to be easily shared, exchanged and installed with one click into any salesforce.com account. AppExchange can be found at http://www.salesforce.com/appexchange. Customers can install Service & Support applications and many others starting with the release of Winter ’06, currently expected in the fourth quarter. There is no charge for trying applications or using the AppExchange. Application from partners will typically require a fee; those authored by salesforce.com are offered free of charge. Salesforce.com does not take a commission on the sale of applications from partners.
Appforce is a complete on-demand platform that includes Appforce Builder, Appforce DB, Appforce API and the Appforce OS for development & deployment of multiple on-demand applications. Appforce provides unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM.
About salesforce.com
Salesforce.com is the market and technology leader in on-demand customer relationship management (CRM). The company’s Salesforce family of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on demand. Appforce, salesforce.com’s on-demand platform, allows customers to customize and integrate the Salesforce family to meet their unique business needs, and build whole new powerful applications quickly and easily. Appforce applications are available via AppExchange, salesforce.com’s on-demand application sharing service. Customers can also take advantage of salesforce.com’s world-class training, support, consulting and best practices offerings.
As of July 31, 2005, salesforce.com manages customer information for approximately 16,900 customers and approximately 308,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com services should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.
About LivePerson
LivePerson is a provider of communications solutions for online sales, marketing and customer service. LivePerson’s Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. The company’s roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett Packard, Qwest and Verizon, have long reported significant savings, increased sales and high customer satisfaction using LivePerson's technologies. LivePerson is headquartered in New York City.
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Salesforce.com is a registered trademark of, and Appforce and AppExchange are trademarks of, salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.
LivePerson Contact
(212) 609 4200
Source: LivePerson, Inc.
“Salesforce Service & Support has delivered significant benefits to our organization and has allowed us to manage email communications as effectively as telephone interactions,” said Marc Prosser, chief marketing officer, Forex Capital Markets. “The integration of LivePerson Chat has provided Forex Capital Markets with new ways to expand our customer service capabilities and support customers in the manner that best suits their needs.”
As one of the fastest growing channels of customer interactions, Web chat is quickly becoming a “must-have” for service organizations that want to keep pace in a competitive market. But companies must manage this communication channel as effectively as phone and other Internet communications so customers receive consistent service levels.
With the integration of LivePerson Chat, Salesforce Service & Support users will have a single Agent Console for all interactions and be able to support Chat with the same robust data from the Salesforce Service & Support knowledge management infrastructure used for phone and other Internet interactions. The ability to save LivePerson Chat transcripts within Salesforce Service & Support allows consistent tracking and auditing for regulatory compliance and monitoring agent productivity. Real-time reports and dashboards within Salesforce Service & Support provide supervisors a single, unified view to track performance and productivity of their staff – regardless of which communications channel they’re using.
Salesforce Service & Support is an on-demand customer support application that combines comprehensive, multi-channel service capabilities with the advantages of salesforce.com’s on-demand technology: easy deployment, rapid customization and powerful real-time reporting. The application is ideal for customer service, product support, field service, order desks, telemarketing/telesales, or IT help desks.
“As Chat proliferates, companies are increasingly seeking a multi-channel approach for their support organizations,” said Bonnie Crater, vice president and general manager, Salesforce Service & Support. “We’re confident that our AppExchange partnership with LivePerson will simplify the addition of Chat for our Salesforce Service & Support users and decrease their costs by transitioning more customers from the telephone to less expensive Internet interactions.”
“In addition to reduced costs, companies with an effective multi-channel communication strategy reap the benefit of more satisfied customers, because they receive service when and how they choose,” said Robert LoCascio, CEO at LivePerson. “Together, salesforce.com and LivePerson will provide companies with an effective, easy-to-use multi-channel solution for support organizations.”
AppExchange is the world’s first on-demand application sharing service. Launched at Dreamforce ‘05, AppExchange features dozens of pre-built applications created by salesforce.com customers and partners and is now extended with AppExchange Service & Support 1.0 to embrace all of the needs of Service & Support organizations. AppExchange enables all of these on-demand applications to be easily shared, exchanged and installed with one click into any salesforce.com account. AppExchange can be found at http://www.salesforce.com/appexchange. Customers can install Service & Support applications and many others starting with the release of Winter ’06, currently expected in the fourth quarter. There is no charge for trying applications or using the AppExchange. Application from partners will typically require a fee; those authored by salesforce.com are offered free of charge. Salesforce.com does not take a commission on the sale of applications from partners.
Appforce is a complete on-demand platform that includes Appforce Builder, Appforce DB, Appforce API and the Appforce OS for development & deployment of multiple on-demand applications. Appforce provides unprecedented ease of customization and integration for Salesforce deployments, as well as enabling a whole new generation of on-demand applications that go beyond CRM.
About salesforce.com
Salesforce.com is the market and technology leader in on-demand customer relationship management (CRM). The company’s Salesforce family of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on demand. Appforce, salesforce.com’s on-demand platform, allows customers to customize and integrate the Salesforce family to meet their unique business needs, and build whole new powerful applications quickly and easily. Appforce applications are available via AppExchange, salesforce.com’s on-demand application sharing service. Customers can also take advantage of salesforce.com’s world-class training, support, consulting and best practices offerings.
As of July 31, 2005, salesforce.com manages customer information for approximately 16,900 customers and approximately 308,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust. Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com services should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.
About LivePerson
LivePerson is a provider of communications solutions for online sales, marketing and customer service. LivePerson’s Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. The company’s roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett Packard, Qwest and Verizon, have long reported significant savings, increased sales and high customer satisfaction using LivePerson's technologies. LivePerson is headquartered in New York City.
###
Salesforce.com is a registered trademark of, and Appforce and AppExchange are trademarks of, salesforce.com, Inc., San Francisco, California. Other names used may be trademarks of their respective owners.
LivePerson Contact
(212) 609 4200
Source: LivePerson, Inc.