Salesforce.com Expands Call Center Support

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 announcing a batch of partnerships with top call center infrastructure vendors.

Supportforce.com highlights San Francisco-based Salesforce.com’s existing call center integration and features, rather than adding major new functionality. The most significant product advancement associated with the campaign is the company’s newly released Telephony API tool kit, which allows its sales automation software to integrate with products from partners, including Avaya Inc., Cisco Systems Inc., Alcatel SA, Aspect Communications Corp. and Genesys SA.

The goal is to enable customers to connect software for autodialing, call routing and other functions with Salesforce.com’s repository of customer contact and history information.

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