Salesforce.com and Cisco Partner to Deliver the New Face of Customer Service

Salesforce.com's Service Cloud 2 and Cisco's Unified Communications combine to
deliver a complete cloud computing solution for customer service

SAN FRANCISCO, Oct. 5 /PRNewswire-FirstCall/ -- Salesforce.com (NYSE: CRM),
the enterprise cloud computing company, and Cisco (Nasdaq: CSCO) today
announced a combined solution to deliver a complete contact center in the
cloud. The Cisco and salesforce.com Customer Interaction Cloud brings together
salesforce.com's Service Cloud 2 with Cisco Unified Communications. The
solution empowers small and medium sized companies to run their customer
service completely in the cloud. Salesforce.com and Cisco share a vision about
moving technology into the cloud and leveraging social networking sites like
Facebook, Twitter and Google to deliver services to their customers where they
are already collaborating.

(Logo: http://www.newscom.com/cgi-bin/prnh/20050216/SFW105LOGO)

Cisco and Salesforce.com - Delivering the Contact Center in the Cloud
-- The combined solution utilizes a connector to integrate
salesforce.com's
Service Cloud 2 with Cisco Unified Contact Center's functionality.
This
allows customers to use the salesforce.com CRM application as their
primary agent desktop while retaining full Cisco Unified Contact
Center
capabilities to operate a customer care or support center in any
industry.
-- Through this offering, salesforce.com and Cisco are addressing a
growing
demand for cloud computing-based customer service solutions in the SMB
market.
-- With the Customer Interaction Cloud, agents may become more
productive,
and customers can use the cloud to achieve a more rapid time to value
with no hardware, no software, no data centers and no telephony
equipment to install.

-- The solution was built to focus on organizations with 30 to 300 reps
or
agents and reflects both high market demand from prospects as well as
requirements from existing customers.

The Future of Customer Service
-- Cisco has led the way in expanding the scope of customer care with the
introduction of ground-breaking products such as Cisco Unified Contact
Center which delivers intelligent contact routing for all media, call
treatment, and network-to-desktop computer telephony integration (CTI)
over an IP infrastructure. This helps enable companies to rapidly
deploy
a distributed contact center infrastructure.
-- Customers are increasingly turning to the cloud to answer their
customer
service questions. The Service Cloud 2 lets companies join the
conversation with their customers, by providing a cost-effective
solution that unites the contact center and the cloud to establish a
new
model for customer service. 8,000 companies have already selected the
Service Cloud 2 for their customer service operations.

-- Built on the Force.com platform, the Service Cloud 2 transforms
customer
service through the power of cloud computing, and brings together
industry leading cloud computing platforms like Google, Facebook, and
Twitter to capture every conversation and utilize every community
expert
in the cloud. By capturing these conversations, the Service Cloud 2
empowers companies to deliver the expertise of the community to
customers, agents and partners regardless of location or device -
ensuring that the quality of customer service can be consistent across
every channel.

Enabling Transformation from Cisco Unified Contact Center to Customer
Collaboration
-- Cisco Collaboration Solutions improve and accelerate rich personal,
team
and customer experiences to help organizations drive innovation and
improve decisions while building trust and accelerating team
performance.
-- Customer care has seen significant changes in the last 10 years--with
new capabilities such as multi-channel contact and introduction of
IP-based contact centers--and customer service organizations are now
looking to take this to the next level by forging collaborative
relationships with their customers and elevating their customer care.
This transformation to Customer Collaboration recognizes that customer
interactions can take place anywhere online, in social media, blogs,
wikis, forums, and online search.

-- Cisco's Collaboration Solutions and Cisco Unified Contact Center help
companies smoothly integrate inbound and outbound voice calls with
Internet applications such as real-time chat, web collaboration, and
e-mail. Organizations can support customer interactions regardless of
which communications channel the customer has chosen.

Comments on the News
-- "The Service Cloud 2 has seen tremendous momentum and validation from
customers, prospects, and partners and truly represents the future of
customer service," said Alex Dayon, senior vice president, customer
service & support product line of salesforce.com. "The combination of
Cisco's Unified Communications and salesforce.com's Service Cloud 2
will
provide companies with a true cloud based option when it comes to
their
customer service needs. Companies will no longer have to manage
routers,
servers and switches when it comes to their contact center, they can
focus on delivering the best customer service possible."
-- "In the decade since we entered the market, customers have validated
Cisco's approach to the customer care market through tremendous
adoption
of our collaboration solutions," said John Hernandez, General Manager
of
Cisco's Customer Contact Business Unit. "Now together with
salesforce.com and the Service Cloud 2, we're taking customers beyond
the contact center to Customer Collaboration, where organizations can
be
more proactive and effective, create deeper relationships with their
customers, and help build their brands through customer advocates. The
rise of social media, and the confidence it has spawned amongst
Internet
users to engage, makes the possibility of collaboration much more of a
reality."

-- "Effective customer service requires a right combination of CRM
capabilities and communications mechanisms to properly capture and
disseminate timely information," said Jeffrey M. Kaplan, Managing
Director of THINKstrategies, Inc. and the founder of the SaaS
Showplace.
"This alliance allows companies to leverage Cisco and salesforce.com's
mutual capabilities to deploy cloud-based, customer service solutions
that can better serve their customers in an increasingly competitive
environment."

Availability
-- The solution is currently scheduled to be generally available in the
first quarter of calendar year 2010.

-- Salesforce.com and Cisco will each be offering the combined solution
for
sale. Details of pricing can be found on Cisco's and salesforce.com's
respective websites.

Additional Resources
-- View more information about the Service Cloud 2 at
http://www.salesforce.com/servicecloud2/ and about Cisco Unified
Contact
Center solutions at http://www.cisco.com/go/cc.

About Cisco
Cisco, (NASDAQ: CSCO), is the worldwide leader in networking that transforms
how people connect, communicate and collaborate. Information about Cisco can
be found at http://www.cisco.com. For ongoing news, please go to
http://newsroom.cisco.com.

About salesforce.com
Salesforce.com is the enterprise cloud computing company. The company's
portfolio of Salesforce CRM applications, available at
http://www.salesforce.com/products/, has revolutionized the ways that
companies collaborate and communicate with their customers across sales,
marketing and service. The company's Force.com platform
(http://www.salesforce.com/platform/) enables customers, partners and
developers to quickly build powerful business applications to run every part
of the enterprise in the cloud. Based on salesforce.com's real-time,
multi-tenant architecture, Salesforce CRM and Force.com offer the fastest path
to customer success with cloud computing.

As of July 31, 2009, salesforce.com manages customer information for
approximately 63,200 customers including Allianz Commercial, Dell, Dow Jones
Newswires, Japan Post, Kaiser Permanente, KONE, and SunTrust Banks. 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 applications 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.

Copyright (c) 2009 salesforce.com, inc. All rights reserved. Salesforce and
the "no software" logo are registered trademarks of salesforce.com, inc., and
salesforce.com owns other registered and unregistered trademarks. Other names
used herein may be trademarks of their respective owners.

SOURCE salesforce.com

Media, Katy Dormer of salesforce.com, +1-415-901-8595, kdormer@salesforce.com;
or Doron Aronson of Cisco Systems, +1-408-221-6992, doaronso@cisco.com; or
Analysts, Ron Davis of Cisco Systems, +1-408-526-8803, ronadavi@cisco.com