SmartNumbers to present at European launch of Salesforce Service & Support 2.0

London, England. October 2005

SmartNumbers is pleased to announce that it has been asked to present at the European launch of Salesforce Service and Support 2.0 in London on October 18th. This event is being held at the Four Seasons Hotel in London's Park Lane from 9am - 3pm, and forms part of a global programme of initiatives to launch the brand new version 2.0 of what was previously known as Supportforce. As part of the global rollout, Salesforce Service and Support is being promoted to almost 20,000 customers and other interested parties across Europe.

"Salesforce.com is an important partner to SmartNumbers", explained Geoffrey Paterson, CEO of SmartNumbers. "Their leadership in On-Demand CRM aligns very closely with SmartNumbers's platform of advanced business telephony On-Demand and we're pleased to be able to offer Salesforce's customers with a solution that can delivered without requiring any software, hardware, networking or other proprietary infrastructure. To our customers, On-Demand means fast time-to-service, zero footprint on the desktop and very low support costs, and we know these are important requirements for salesforce.com's customers too."

"The Virtual Contact Centre market is an important market for SmartNumbers, and as leaders in this market we're pleased to be aligned with Salesforce.com as the company extends its reach into this sector", explains James Foley, VP Sales at SmartNumbers. "On-Demand enables the rapid creation and deployment of virtual contact-centres which can be scaled up or down according to the peaks in demand and seasonality associated with call-centres. Not only does this reduce the cost and efficiency of tomorrows call-centre, but helps reduce agent churn, increase quality of service and ensures that key skills are retained by the business"

As part of the announcement with Salesforce Service & Support, SmartNumbers has provided full integration to this platform, which enables both inbound and outbound call management over both legacy telephone and VoIP networks. This includes:

• Screen-popping of customer records for inbound calls
• Script-popping of call-scripts or other information to assist the support agent in call handling
• Network-based IVR to assist in first-call resolution
• Network-based ACD to ensure that calls can be routed to the most appropriate agent, wherever their current location
• Network-based Wallboards, for showing in real-time both Service-Level attainment and agent productivity

"Most CTI integration with CRM has necessitated the deployment of new converged networks", says Andrew Bale, VP Operations at SmartNumbers. "With SmartNumbers, we enable full CRM integration on your network of choice, which for most customers continues to be their existing legacy telephone network. However, our integration is achieved in such a way that if a customer does eventually migrate to VoIP, then there will be no change required to the level of integration, the applications, or the user experience."

About salesforce.com

Salesforce.com is the market and technology leader in On-Demand Customer Relationship Management (CRM). The company's Salesforce family of on-demand applications enables customers to manage and share all of their sales, support, marketing and partner information on demand. Appforce, salesforce.com's on-demand platform, allows customers to customize and integrate the Salesforce family to meet their unique business needs, and build whole new powerful applications quickly and easily. Appforce applications are available via AppExchange, salesforce.com's on-demand application sharing service. Customers can also take advantage of salesforce.com's world-class training, support, consulting and best practices offerings.