Salesforce buys InStranet for call-centre tech

On-demand CRM (customer relationship management) vendor Salesforce has bought InStranet, maker of knowledge-base management technology for call centres.

The deal is worth US$31.5 million and closed Aug. 4, said Brett Queener, senior vice president of applications at Salesforce.

InStranet’s software processes content based on different parameters, such as the type of document or related department within a company. This improves call-centre and self-service portal performance because knowledge-base search results can reflect an end-user’s particular context, according to Salesforce.

“When you finally get to an agent on a phone or a portal, you often get a long list of unrelated answers, leading to frustrations,” Queener said.

Technology like InStranet’s, which focuses on customer satisfaction as opposed to transactional sales processes, is becoming a must-have for CRM vendors, according to China Martens, an analyst with the 451 Group.

“This is something that was expected,” Martens said. “It gives them a story in customer service; they have something already, but it’s not as sophisticated as this.”

The deal will also give Salesforce “more oomph at the high end of the market,” Martens said. InStranet’s software is used by 350,000 call centre agents, according to Salesforce. Customers include Comcast and 3M.

Salesforce has not yet determined pricing for the InStranet software, which, unlike Salesforce, is deployed on-premises. The vendor plans to develop an on-demand version that will be out sometime in 2009, Queener said.

Would you recommend this article?


Thanks for taking the time to let us know what you think of this article!
We'd love to hear your opinion about this or any other story you read in our publication.

Jim Love, Chief Content Officer, IT World Canada

Featured Download

Featured Article

ADaPT connects employers with highly skilled young workers

Help wanted. That’s what many tech companies across Canada are saying, and research shows that as the demand for skilled workers...

Related Tech News

Tech Jobs

Our experienced team of journalists and bloggers bring you engaging in-depth interviews, videos and content targeted to IT professionals and line-of-business executives.

Tech Companies Hiring Right Now