InStranet's knowledge-base management software can improve call-center and self-service portal performance by reflecting an end-user's particular context On-demand CRM (customer relationship ...

The company acquires InStranet, a call center software provider, and plans a new offering for its software-as-a-service platform. Mike Ricciuti joined CNET in 1996. He is now CNET News' Boston-based ...

Millions of U.S. residents rely on personalized interactions with government for information regarding crucial services like healthcare, student loans, benefits and much more. In increasingly ...

Customer service platforms are undergoing a fundamental shift as AI moves from a supporting role into the core of how interactions are managed, routed and resolved. Salesforce has positioned its ...

Salesforce has chosen Enterprise Connect 2026 as the launch venue for Agentforce Contact Center, its native, agentic contact center as a service (CCaaS) solution. In a newsroom post today, the company ...

Salesforce.com acquired InStranet, which makes software used in call centers, for $31.5 million, according to the company. It's a sign that Salesforce.com is ramping up its efforts to establish itself ...