Tuesday, March 24, 2009

Salesforce Tweets a Bit Too Loudly


Salesforce.com is implementing a new customer service tool for businesses, but is it a tech savvy move or just plain csalesforce.com, twitterreepy?


Salesforce.com today announced a beta program for its Service Cloud that incorporates Twitter. The Service Cloud is a program for businesses that takes advantage of online knowledge bases, communities, social networks, and now Twitter to provide customer service and help. Now, the Service Cloud will scour the Tweetosphere for tweets that apply to a particular business. Customer service representatives could then interject themselves into a Twitter conversation to provide immediate help. twitter


For example, a software company using Salesforce.com might come across a Twitter conversation where Steve is complaining to his friend about a particular bug in a computer program he's used for the last year. With Twitter and the Service Cloud, the software company could immediately send Steve a note about how to solve his problem or when to expect a fix.


On its face, Twitter-based assistance sounds like a nice idea. You need a problem solved, and the software company gets to act like the good neighbor passing along assistance. However, when you really think about it, isn't the software company essentially spying on you? Now, I know what some of you are going to say, "But, Ian, it's public conversation, you idiot! The whole point is that anyone can add to the conversation!" Fair enough, but imagine having the same discussion in a café, where a customer service rep on a break happens to overhear you and helps out. If it happened once, you probably wouldn't mind and would be happy to have a fix for your problem. But what if every time you talked about any product in that cafe, a customer service rep or salesmen was sitting next to you and jumped in with some advice.


Not just once, not just twice, but every time. It seems to me that is where we'll end up if companies are scouring Twitter for conversations about their products. It's one thing for a customer to come to a company with a question, or sign up for a fan page on Facebook, or willingly follow a company's posts on Twitter. But it's something else entirely when companies start hunting you down to talk about what you're doing at that exact moment in time. It's true that vendors already interact with you via direct mail, keyword-based advertising, e-mail advertisements and so on. However, in every one of those instances you are contacted only after you have initiated contact.


That is a small but significant difference. It means that when you initiate contact, you are in control and you decide when and how to interact with that company. But when it's left up to the corporation to find us, who's in control and how do we cut off contact when we want to? It seems to me that's a far more difficult question to answer than, "what are you doing?


http://www.pcworld.com/article/161757/salesforce_tweets_a_bit_too_loudly.html

Best Free Apps and Services for Your Phone

Whether you're on the go or on the sofa, these nine free downloads and services will make your phone experience more enjoyable and productive.


We'll show you, among others, a service that will identify music for you; a mobile app that will sync audio notes, text messages, and phone photos to the Web and desktop versions of the same note-taking software; and a download that acts like a Hollywood personal assistant, serving as a keeper of the details of your daily life.


BEST BET Shazam: Before the music track you're currently listening to finishes playing, leaving you humming it for the next three days without knowing its name, check with Shazam. This mobile app for iPhone and Android analyzes the audio, identifies the song, and even offers a link for you to buy the track.


Box.net: As sophisticated as the iPhone is, it still isn't great at file storage and management. This iPhone app works in conjunction with the Box.net Web site, allowing you to store and access up to 1GB of files and documents from your iPhone for free.


CheckPlease


CheckPlease: Take the hassle out of splitting a bill with CheckPlease, a pocketbook-friendly iPhone app that calculates the tip and splits the check with your friends faster than your cheapskate pal can say, "I forgot my wallet."


Evernote: Snap a camera-phone pic or record a quick audio or text note-to-self, and the Evernote mobile app for iPhone and Windows Mobile (registration required) syncs your creation to the popular Evernote note-taking tool--both the Web and desktop versions. If your picture has text, this download will even transcribe what it sees so that you'll never forget anything.


Google Mobile: You can instantly query the search giant with its official mobile search box, for Android, BlackBerry, iPhone, and Windows Mobile. And if you have an Android handset or iPhone, Google Mobile will even support search by voice. Welcome to the future.


OpenTable: The handy mobile version of this valuable online reservation service finds nearby restaurants and makes reservations in a flash, from the comfort of your phone. This iPhone app helps when you need to convince your significant other that, no, you didn't forget the reservations.


PageoncePageonce: This download for iPhone and BlackBerry (a two-week free trial is available for the latter) is like an obsessive personal assistant that keeps track of the most tedious details of your life--your checking account balance, remaining cell phone minutes, packages headed your way--and makes everything accessible through one nice, simple interface.


Remote: Quite possibly the coolest free app available in the iTunes Store, the Remote application turns your iPhone (or iPod Touch, for that matter) into a wireless iTunes remote. Jaws will drop when you pull this one out to DJ at a party.


Yelp: You've used Yelp a thousand times in your browser, but now you can fire up the mobile version in iPhone app form to find a nearby coffee shop, restaurant, or bar and then read reviews and get directions quickly.


More Free Stuff



http://www.pcworld.com/article/161614/best_free_apps_and_services_for_your_phone.html

OnLive could threaten Xbox, PS3, and Wii

SAN FRANCISCO--Sony, Microsoft, and Nintendo, look out. Your traditional video game console business model may be in danger.


It's too early to tell how much danger, of course, but a start-up called OnLive announced a brand-new game distribution system Monday night that, if it works as planned, could change the games game forever.


OnLive, which was started by WebTV founder Steve Perlman and former Eidos CEO Mike McGarvey, is aiming to launch a system--seven years in the works--that will digitally distribute first-run, AAA games from publishers like Electronic Arts, Take-Two, Ubisoft, Atari, and others, all at the same time as those titles are released into retail channels. The system is designed to allow players to stream on-demand games at the highest quality onto any Intel-based Mac or PC running XP or Vista, regardless of how powerful the computer.


The system will also stream games directly to a TV via a small plug-in device, and players can use a custom wireless controller as well as VoIP headsets in conjunction with it.



The OnLive system includes the ability to use wireless controllers similar to those available for standard console systems like the Xbox or PS3. It also has a small micro-console that will allow games to be streamed directly to a TV.

(Credit: OnLive)

Based here in San Francisco, OnLive timed its formal unveiling to this week's Game Developers Conference, where it will be showcasing the technology and 16 initial games it will launch with.


The service is currently in a closed beta, but is expected to go into a public beta this summer, and to launch this winter.


According to Perlman, OnLive's technology will make it possible to stream the games in such a manner--high quality, no matter what kind of system the user has--by virtue of a series of patented and patent-pending compression technologies. And instead of requiring users to download the games, OnLive will host them all and stream them from a series of the highest-end servers. Users will have only to download a 1MB plug-in to get the service up and running.


OnLive is hoping to capture a significant portion of the video game market share. In February, the industry posted one of its strongest months ever, with total sales of $1.47 billion, up 10 percent from a year ago. And in February, the Xbox, PS3 and Wii accounted for total sales of 1.42 million units.



The OnLive system aims to bring cost-efficient instant and high-quality video games streamed to Macs and PCs.

(Credit: OnLive)

An intended benefit of this infrastructure, Perlman and McGarvey explained, is that users will be able to play streamed games via OnLive with no lag, so long as their Internet connections meet minimum thresholds. For standard-definition play, that would mean a minimum 1.5 Mbps connection, and for high-def, 5 Mbps.


That's obviously an essential feature, as it's hard to imagine anyone paying for a service like OnLive, no matter what games are on offer, if the user experience is inadequate. But the company promises that as long as users have the requisite minimum hardware, operating systems, and Internet connections, they should be able to have seamless play.


The upshot of this infrastructure model, Perlman said, is that OnLive is somewhat future-proof, meaning that players won't have to upgrade anything to keep on playing games on the system years into the future. Instead, the upgrades will happen on the back-end, with the company regularly boosting the power of the servers it uses to host and stream the games.


And while demos always have to be taken with a grain of salt, CNET News did see a real-time presentation of OnLive on at least two different computers and on a HD TV. Game play was as smooth and lag-free as advertised


So far, OnLive has yet to make its business model public, but what seems likely is some form of subscription service, where players will pay a monthly access fee and then pay additional costs, depending on whether they want to play games once, or buy them for permanent play.


The company also said that it will probably offer free trials of some or all of the games it offers, allowing consumers to decide whether they want to buy. OnLive recognizes that some players may use those trials as a way of deciding whether to buy such games from traditional retail stores, but Perlman and McGarvey suggested that as long as people are interacting with the OnLive system, they'll be happy.


It's clear that OnLive is modeling its system at least somewhat after Microsoft's hit Xbox Live service. So fans of multiplayer games won't be on their own. Rather, they'll have full access to multiplayer features of games built for them. And another interesting social feature is one that will allow users to digitally watch others play games in real time. The company thinks that users will find it exciting to watch the best players in action, even if they themselves are only kibitzing.


Perlman said that the concept of spectating in online game systems is, in and of itself, not new, but that OnLive presents the first time players will be able to look in on what others are playing without owning the games themselves.


Another social feature in the Xbox Live mold is what are called "brag clips." These are essentially 15-second replays of game action that players can share with friends if they want to show off their prowess. This is possible, Perlman said, because OnLive is continually recording the last 15 seconds of action.



The OnLive system includes social features such as 'brag clips,' which allow players to share 15-second videos of game action they want to brag about.

(Credit: OnLive)

All told, McGarvey said, OnLive offers a full suite of standard social features including friends, clans, rankings, leader boards, tournaments and more.


From the outset, OnLive isn't partnering with any of the first-party publishers--Microsoft, Sony, and Nintendo, meaning that franchises like "Halo" or "Zelda" won't be available. And that makes sense, since those companies are hardly likely to want to sign up with a company whose very technology may obviate their longstanding business models.


That means, Perlman and McGarvey acknowledged, that many players who sign up for OnLive's service will still maintain their consoles, and continue to buy games for them. At least for the rest of the current generation of machines, they said. But come the next generation, all bets are off, they said.


And for the nine--to date--third-party publishers who have committed to being involved, McGarvey said, OnLive presents a much more efficient and profitable distribution model than the standard retail structure. That's because the system is all digital, cutting down on physical distribution costs, and because it is designed to eradicate piracy and second-hand sales, both of which are banes of the publishers' existence.


Indeed, McGarvey said that OnLive has gotten strong commitments of titles from the nine publishers. That means, added Perlman, that the planned launch this winter could be accompanied by the most titles of any new gaming system launch in history.


In addition, McGarvey said publishers are eager for the kind of raw data that OnLive can provide about players' usage of the games, including whether they like or dislike games, how much they play, how they play and so on. That data is hard for publishers to collect with traditional consoles, he argued.


Clearly, OnLive has set an ambitious goal: dethroning the console makers as the game industry's kings. And as is always the case with brand-new and publicly unavailable technology, it is far too early to know whether the company or the service can live up to that goal. But if its demo is any indication, OnLive is definitely onto something, and given that the company has been in stealth mode for so many years, it's possible that the console makers will be caught off guard.


http://news.cnet.com/8301-10797_3-10202688-235.html

Salesforce.com to let customers track comments

Salesforce.com Inc., the biggest seller of online customer-management software, introduced a feature that lets customers track comments posted on Twitter Inc.'s Web site.

The software - called Salesforce CRM for Twitter - can find, monitor and analyze comments and complaints made about a company's products, San Francisco's Salesforce.com said Monday. The feature works with Service Cloud, a Web software system that helps businesses manage customer support. It will be available this summer, the company said.


Twitter lets people post 140-character updates, or Tweets, about news, events or their personal lives. The Salesforce.com feature will be available at no additional charge with a Service Cloud subscription, which starts at $995 per month.


Salesforce.com chief executive Marc Benioff seeks to free businesses from having to manage programs themselves. His goal is to make Salesforce.com the main platform for business software, much the way PC applications run on Microsoft Corp.'s Windows.


Source : http://www.sfgate.com/