The company acquires InStranet, a call center software provider, and plans a new offering for its software-as-a-service platform. Mike Ricciuti joined CNET in 1996. He is now CNET News' Boston-based ...

InStranet's knowledge-base management software can improve call-center and self-service portal performance by reflecting an end-user's particular context On-demand CRM (customer relationship ...

Hosted CRM evangelist Salesforce.com Inc. began a new branding campaign this week to draw attention to its customer service support functionality, launching a new Web site at Supportforce.com and ...

Millions of U.S. residents rely on personalized interactions with government for information regarding crucial services like healthcare, student loans, benefits and much more. In increasingly ...

Customer support has become a crowded field in enterprise technology as software vendors from Microsoft to Salesforce rush to arm organizations with tools to create one-stop service centers. The ...

Salesforce.com said sales in the quarter ended July 31 increased 49 percent year-over-year while earnings soared 167 percent to just under $10.0 million. Subscription and support revenue was up 50 ...