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Mozilla has unleashed a new Firefox 10 browser that marks the organization’s first implementation of a new schedule that will give businesses and their vendors enough time to certify each new Firefox release while maintaining a high level of Web security. Many enterprises, SMBs, academic institutions and government agencies have found it difficult to deploy Firefox to their users in a managed environment. To address their concerns, Firefox 10 will be Mozilla’s first extended support release, or ESR. Though future ESRs for business environments will occur at 42-week intervals, enterprises and other organizations will continue to receive security updates in the interim — but without Mozilla making any other changes to the Web or its Firefox add-ons platform. The new ESR schedule is key for enterprise adoption, said Al Hilwa, director of applications software development at IDC. “Mozilla does not have a big base of enterprise customers at this point, but does have a few who have found rapid, forced updates a problem,” Hilwa said in an e-mail Thursday. “This should help these customers and also potentially win over others.” Keeping Developers in the Fold Thursday’s release of Firefox 10 comes at a time when the upward trend for Google’s Chrome browser on desktop PCs and laptops has come to a halt, according to Net Applications. The bad news for Mozilla is that Internet Explorer’s market share rose 1.1 percent last month to 53 percent, while Firefox slipped one percentage point to 20.9 percent. Google’s Chrome declined 0.17 percent to 18.9 percent of the browser market. Going forward, however, Mozilla will be able to distinguish itself by offering “a more customized browser that supports a broader range of operating systems — and one that can help enterprises protect their privacy,” Hilwa said. “I think this is a win for Mozilla, which stands to… Continue reading Mozilla’s Firefox 10 Targets Businesses, Developers →

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A mobile customer service desk for small- to medium-size businesses. That’s the idea behind Desk.com, a new cloud-based customer service product from Salesforce.com. Announced Tuesday, Desk.com allows any business to interact with customers on any major social network, via a mobile device. The company said in a statement that the service is “so simple that any company, even one without an IT staff, can get up and running over a weekend.” ‘First-Class Citizens’ With nearly a quarter of all time spent online being spent on social networks like Facebook and Twitter, Salesforce.com has become a leader in integrating social networks into its customer service offerings. The company envisions a scenario such as a customer posting a critical comment on Facebook about its newly purchased widget. While a desktop-based customer service worker for the widget maker might be the first stop for responding to the comment, the actual resolution might be better handled by a technical service person, who could be out in the field. With Desk.com, that ticket can then be picked up by the technical service employee, and resolved via a mobile device. The ticket can be reassigned, have its status or priority changed, or have its customer information modified. Salesforce said that, according to its data, nearly three-quarters of small businesses use mobile applications in their daily operations. With Desk.com, SMBs can use a help desk that integrates social networks, e-mail, phone and other Web components, making social networks into what the company described as “first-class citizens along with traditional support channels.” Hourly for ‘Casual’ Reps Desk.com runs on any smartphone that supports HTML 5, such as Android-based devices and Apple’s iPhone. Reporting includes information on how many cases customer service agents have opened, resolved, replied to, reassigned, or reopened, and a dozen pre-built reports offer such data as handling time, time to first… Continue reading For SMBs, Salesforce Launches Mobile Social Customer Support →