Salesforce Buys Social Media Monitoring Company Radian6 For $326 Million

Commented Marc Benioff, chairman and CEO of Salesforce:

With Radian6, salesforce.com is gaining the technology and market leader in social media monitoring. We see this as a huge opportunity. Not only will this acquisition accelerate our growth, it will extend the value of all of our offerings.

Founded in 2006, Radian6 helps companies monitor the social web (Facebook, Twitter, blogs, YouTube, forums and so on) in order to provide actionable insights in real-time and thus enable its clients to effectively join conversations with customers and prospects.

The company just made an acquisition of its own, snapping up one of its resellers, 6Consulting, to establish a presence in the UK.

Salesforce expects the transaction to close in its fiscal second quarter ending July 31, 2011, subject to customary closing conditions.

via techcrunch.com

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Salesforce.com Bringing Apple's FaceTime to the Contact Center

Last night Salesforce.com announced version 3.0 of its ServiceCloud product. Today at the Cloudforce event in New York City CEO Marc Benioff revealed more about the new version. Most importantly, ServiceCloud is transforming into a unified communications system for customer support by integrating VOIP and video conferencing technologies - including Apple's FaceTime. Benioff didn't specify, but it's possible some of the new features were built using technology from Salesforce.com 's acquisition of DimDim earlier this year.

How will the ability to contact customer support via FaceTime change the behavior of both the customer and the agent? Face to face video customer support could be a game changer.

via readwriteweb.com

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