Salesforce 'doubles down' on mobile, launches Service Cloud Mobile

Summary:For Salesforce, Service Cloud Mobile includes co-browsing, mobile communities, mobile chat, touch interfaces and cloud customer service.

Salesforce on Tuesday refocused its efforts on mobile and launched Service Cloud Mobile, the first installment of software to enable enterprises to target multiple screens.

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The company said it is "doubling down" on mobile as it aims to take its cloud and social tools and put a mobile spin on them. Salesforce already had its Touch and Touch Platform, but appears to indicating that mobility is the driver for its services.

Indeed, Gartner late last year noted that social, cloud, mobile and analytics were converging and enabling each other. The news from Salesforce also comes as it appeared that the company was toning down its social enterprise chatter. 

For Salesforce, Service Cloud Mobile includes co-browsing, mobile communities, mobile chat, touch interfaces and cloud customer service.

According to Salesforce, companies need to connect their products, customers and services through mobile. That mobile connection tethers everything a company does together. Salesforce is pitching a world where call centers and the software that goes with them enable service through any device. Call centers have typically been focused on landlines.

As for the parts of Service Cloud Mobile, co-browsing on any device is notable since agents will be able to interact on any screen---tablet, smartphone or PC. Communities allow for mobile device self-help. Service agents can interact with customers over iPad, iPhone, Android and Kindle Fire devices.

Co-browsing will be available in the second half of 2013. Mobile Service Cloud Communities is available today under the enterprise and unlimited editions. Mobile Chat will be available for $50 per user a month.

Topics: Cloud, Mobility, Salesforce.com

About

Larry Dignan is Editor in Chief of ZDNet and SmartPlanet as well as Editorial Director of ZDNet's sister site TechRepublic. He was most recently Executive Editor of News and Blogs at ZDNet. Prior to that he was executive news editor at eWeek and news editor at Baseline. He also served as the East Coast news editor and finance editor at CN... Full Bio

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