Salesforce.com, based in San Francisco, has acquired its fourth company in the last two years. The provider of customer-service support acquired Instranet, its largest acquisition to instance, for $31.5 million in cash, which includes $4.2 million from Instranet’s balance sheet. The two companies closed the deal on Aug. 4.

The acquisition of Chicago-based Instranet, a maker of call-center technology, will give call-center agents more specific info about a caller, including product or geography, to help agents find the best-matched

reply to questions, according to Salesforce. The deal includes Instranet’s 44 employees.

Instranet, according to Salesforce, provides the knowledge-management piece of the CRM puzzle. “They are an absolute killer in knowledge base,” said Bruce Francis, vice president of corporate strategy for Salesforce. “They have 350,000 agents around the world using that technology and have incredible success in call-center technology.”

A Fast-Growing Market

The move is expected to thrust Salesforce forward in a […]

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