Jive Software's Support Forums Now Available on Salesforce.com's AppExchange
Salesforce.com Customers Can Now Deploy Jive's Support Forums Within Their Salesforce Implementations
SAN FRANCISCO, Oct. 9 // -- salesforce.com Dreamforce Conference -- Jive Software, an award-winning provider of Java-based enterprise collaboration software, and salesforce.com (NYSE:CRM), the market and technology leader in on-demand business services, today announced the availability of Jive Software's Support Forums application on salesforce.com's AppExchange.
Jive Software's Support Forums for AppExchange extend the Salesforce self-service portal by adding valuable customer support forums that help companies quickly resolve their customer inquiries without burdening support resources. Small to mid-sized businesses using Salesforce can now dramatically reduce their support costs by a) allowing customers to support each other, b) allowing agents to quickly respond to forum requests from within Salesforce, and c) building a living knowledge base of support content for reuse.
New forum questions automatically generate a customer service case in Salesforce, as Jive's Support Forums are tightly integrated with salesforce.com's case management system. Forum questions that go unanswered for a specified period of time are escalated to support agents to ensure timely resolution, and cases are automatically closed when a question has been marked as answered.
"In the past, a lot of small to mid-sized organizations have had to put a basic forums application on their Website and hope that it would work," said David Hersh, CEO, Jive Software. "But it quickly becomes a management headache and a point of customer frustration since there's no accountability, workflow or integration with support cases. Now, with our integration into AppExchange, companies of all sizes can have an enterprise-class self-service support environment that works seamlessly with salesforce.com's extensive CRM services."
Additional features of Jive Software's Support Forums for AppExchange include:
o Agent Notification -- The minute a customer enters a request in the forum, an agent is automatically notified of the new posting and can tend to the inquiry.
o Knowledge Reuse -- As customers use the support forums, the archive of answers grows, providing valuable content for future users and further reducing the incoming support requests.
o Advanced Reporting -- In-depth reporting creates valuable snapshots of the community and helps pinpoint issues. Reports are generated based on usage, traffic, members and open questions.
Jive Software's Support Forums for AppExchange is immediately available for test drive and deployment at salesforce.com/appexchange .
"Nothing is more important to us -- and our customers -- than providing the highest level of service and support," said Matt Holleran, vice president, AppExchange partners, salesforce.com. "Working with Jive Software, Salesforce users now have a gold standard for community applications tightly integrated with their CRM environment, allowing them to offer a robust and elegant self- service experience to their customers."
Jive Software's Support Forums for AppExchange is one of more than 375 applications now available on the salesforce.com AppExchange, the world's first on-demand directory and sharing service, found at salesforce.com/appexchange .
Apex is salesforce.com's breakthrough new on-demand platform and programming language that is redefining what a multi-tenant on-demand application can be. Apex enables customers, developers and partners to build powerful new on-demand applications that far go beyond CRM, and for the first time, to write and run their own code hosted with the security, reliability, upgradeability and ease-of-use of salesforce.com's industry-leading multi- tenant service. Customers can use Apex to modify the core features and functionality of their Salesforce deployments for their unique business needs and quickly and easily integrate new applications and components from partners and developers. Without any infrastructure investment, developers can now build and run a virtually unlimited array of applications with unprecedented power to innovate with the same creative freedom as salesforce.com's own developers.
About Jive Software
Jive Software ( www.jivesoftware.com ) is committed to innovation in flexible, practical, open-architecture collaboration software for use in any enterprise environment. Jive Software's products are designed to connect experts, expose assets, and make communication between employees and communities more intelligent and transportable. Fully J2EE, customizable and standards-based, Jive Software powers collaboration for over 1,400 customers around the world.
About salesforce.com
Salesforce.com is the market and technology leader in on-demand business services. The company's Salesforce suite of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on-demand. Apex, salesforce.com's on-demand platform and programming language, enables customers, developers and partners to build powerful new on-demand applications, and for the first time, to write and run their own code hosted with the security, reliability, upgradeability and ease- of-use of salesforce.com's industry-leading multi-tenant service. Customers can also take advantage of Successforce, salesforce.com's world-class training, support, consulting and best practices offerings.
As of July 31, 2006, salesforce.com manages customer information for approximately 24,800 customers and approximately 501,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom 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 www.salesforce.com/ , or call 1-800-NO-SOFTWARE.
Source: Jive Software
CONTACT:
Sam Lawrence
Jive Software
+1-503-295-3700
sam@jivesoftware.com
Gordon Evans
Salesforce.com
+1-415-536-7608
gevans@salesforce.com
Web site: www.jivesoftware.com/
