San Mateo, CA – November 23, 2004 – Contactual™DBA, the leading provider of OnDemand Contact Center solutions, and salesforce.com (NYSE: CRM), the market and technology leader in on-demand customer relationship management (CRM), today announced that several new customers have successfully deployed Contactual’s “sforce Certified” version of its OnDemand VoIP Contact Center solution for Supportforce.com. Customers include: Contra Costa Association of Realtors®; Contractor.com; Flair Communications; PatientCare; and National In-Store.
 
“With the joint Contactual and Supportforce.com solution, our agents can share information quickly and seamlessly transition between features that are native to the separate products,” stated Martin Howard, CIO, PatientCare. “By fully optimizing our communications with customers, we can offer better service and ultimately, better healthcare for our customers.”
 
Leveraging salesforce.com’s recently announced sforce Telephony API (STAPI), the integrated product offering couples Contactual’s full contact center and telephony functionality with salesforce.com’s Supportforce.com customer service and support application.  STAPI brings together two of the most important trends in the IT industry - Web Service and VoIP – to enable on-demand systems that include all the traditional call center features.
 
Combined, the Contactual OnDemand VoIP Contact Center for Supportforce.com.com provides a number of advances in CRM-to-Contact Center interoperability, including: One click-to-dial for contacts within Supportforce.com; Single-sign-on for customers using both applications and Screen Pop information portability.

Features of the Contactual OnDemand VoIP Contact Center for Supportforce.com include:
• Interactive Voice Response (IVR): Prompts callers with personalized greetings and menus, collects information from and delivers information to callers.
• Intelligent Queuing and Routing: Hold callers in queue for the next available agent while playing music or personalized messages. Distribute interactions (calls, emails, chat and faxes) based on agent skill, availability and business rules.
• Screen Pops: Deliver calls and other interactions with the appropriate contact information in Supportforce.com.
• Outbound Dialing: Automatically dial calls by clicking on the contact’s phone number in Supportforce.com.
• Remote Agent Support: Support on-site, remote and home agents.
• No Hardware to Install or Maintain: Does not require specialized hardware, only web access and a normal analog or VoIP phone.
 
“Organizations that understand call center efficiencies are realizing the benefits of our integrated offering,” said Mansour Salame, Founder and CEO, Contactual. “The integration between Contactual and Supportforce.com is demonstrating how the on-demand model can optimize any type of customer interaction.  Our shared customers are moving across a seamlessly integrated experience to support, up-sell and acquire customers.”
 
About salesforce.com
Salesforce.com is the market and technology leader in on-demand customer relationship management (CRM). Through its award-winning salesforce.com family of products including Salesforce.com and Supportforce.com, the company provides a comprehensive suite of CRM applications to help enterprises of all sizes, industries and geographies meet the complex challenge of sharing and managing information on-demand. Salesforce.com and Supportforce.com are built on the sforce client/service integration platform and include the Customforce.com toolkit for complete on-demand customization.  Sforce and Customforce.com allow customers and independent software vendors to customize and integrate salesforce.com’s products, as well as build their own on-demand enterprise 12,500 customers and approximately 195,000 paying subscribers including Advanced Micro Devices (AMD), America Online (AOL), Automatic Data Processing (ADP), Avis/Budget Rent A Car (Cendant Rental Car Group), Dow Jones Newswires, Nokia, Polycom and SunTrust Banks. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM". For more information please visit www.salesforce.com or call 1-800-NO-SOFTWARE.
 
About Contactual
Contactual was founded in 2000 as White PJ, Inc., with the goals of reducing costs and eliminating the risks companies face when deploying customer service automation solutions. The White PJ customer service automation center quickly established itself as an award-winning solution for small and medium call centers. In 2004, Contactual embarked on a successful business strategy that reinforces the company's key product advantages of scalability and reliability, targeting vertical industries that deal in mission critical data and services.  With hundreds of companies using Contactual products, the company has matured and emerged as the leader in On-demand Contact Center products.  To match the new business strategy, a new company name was selected to communicate the core value of the product -- Contactual. For more information, visit www.contactual.com
 
*Contactual is a trademark of White PJ, Inc.  Contactual is the “doing business as” name of White PJ, Inc. All other trademarks are the properties of their respective owners.