Meet the New Salesforce.com, All About Service

benioff_380Salesforce.com CEO Marc Benioff will be giving a big speech in New York today that will essentially set the table for the company’s agenda in 2013.

As Benioff keynotes go, this one has been described to me as “understated.” Rather than occupy a huge venue like the Jacob K. Javits Convention Center, Salesforce is holding this event at the Waldorf Astoria Hotel. Rather than a three-hour revival meeting, it will be a simpler one-hour address. It’s as though a big-name rock singer known for big stadium concert blowouts has shifted to the coffeehouse circuit.

Expect to hear the words “service” and “mobile” a lot. Salesforce made an announcement overnight about what it calls its Service Cloud. It has been adapted to run natively on mobile devices like the iPhone and iPad. The idea is that customer service reps or any other customer-facing employee can use a mobile device to help customers get the help they need or buy the stuff they want, regardless of how and when they present themselves.

One feature due later this year is called co-browsing. It allows customer-facing reps to engage in what Salesforce describes as a “shared Web experience,” basically browsing together. That pair of shoes you want but can’t seem to find, or that pair of slacks in your size? Sales or service reps can help you find it, and can see what you see on whatever screen you happen to be using.

A big theme of Salesforce’s assumptions and positioning will be around customer expectations. All of us are so used to having access to everything within seconds; when we’re customers we get impatient when we have to wait for someone else to track down whatever it is we need.

A couple of other new additions to the Service Cloud are aimed at addressing that. Mobile Service Cloud Communities give companies a way to build a single place where customers can get answers, either by way of self-help, other people or via company experts.

Another is an instant chat capability. The example I was given here is a clothing store. Say you’re waiting for an alteration. You check with the store, and the sales rep who takes your call is able to contact the tailor working on it directly, who tells you it will be ready in a few hours and you can pick it up on your way home from work.

What you won’t hear Benioff talking about is how the social enterprise is going to change the world. That message is so 2012, and has more or less played itself out.

But you can’t argue with the performance of Salesforce shares. They’re up by more than 34 percent since hitting a recent low in August. They closed Monday at $163.51. And the company looks on track to deliver its planned four-for-one share split. That, at least, is a message most shareholders can get behind.

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Big Blue Makes a Big Bet on Enterprise Mobility

eyebeeem-featureYou know this whole idea about smartphones and tablets at the office might be going places when you see IBM showing interest in it.

Big Blue took a serious plunge into the mobile business today by teaming up with AT&T, launching new services for its clients and making it easier for its customers to develop software for mobile platforms. The initiative has been dubbed MobileFirst, and brings what IBM does best, including analytics, application development and cloud services, into a batch of services that make it easier for customers manage and secure the devices that employees use on the job, and to more easily develop applications they use to reach out to their own customers.

It’s a strong signal about IBM’s priorities going forward that, among other things, could indicate a preference for making acquisitions of companies in the mobile space in the future: It has already bought 10 mobile companies in the last four years. Prior strategic bets like this include Web commerce and data analytics. It’s also something IBM has been quietly doing for some time: It said it has already helped 1,000 companies get their mobile act together.

As for AT&T, the two are now partners on the mobile software development front. AT&T uses IBM’s Worklight mobile application development platform — Worklight was one of those 10 mobile acquisitions — to access AT&T APIs in the cloud, speeding up development of apps. Expect IBM to say more about this at the Mobile World Congress in Barcelona next week.

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Cyberwar With China Is Here, Like It or Not

hacked“Love your Enemies, for they tell you your Faults.” Benjamin Franklin wrote that.

“The supreme art of war is to subdue the enemy without fighting.” The Chinese philosopher Sun Tzu wrote that.

Both come to mind as the world is waking up a newly disclosed body of evidence from the Internet security firm Mandiant, publicly illustrating, in the starkest terms yet, how wide, deep and pervasive computer hacking attacks from China have become. As reported on the front page of today’s New York Times, numerous attacks on American, Canadian and British companies, dating as far back as 2006, have been carried out by a single unit of the China’s People’s Liberation Army. Mandiant, a firm based in Alexandria, Va., has identified it as Unit 61398, operating out of a single building just walking distance from the point in outer Shanghai where the Huangpu and Yangtze Rivers meet.

The company maintains that the unit has compromised the networks of at least 141 companies or organizations, and probably more than that, spending an average of 356 days perusing their networks. In one case, the attackers had unfettered access to a target’s computers and networks for a grand total of four years and 10 months.

Who do they attack? None of the companies are named. But, if you think back, you can remember some names that have disclosed attacks blamed on China, that might fit the bill: Google and Intel have over the years complained in public of attacks carried out by China. The Times says the army unit was the one responsible for the attacks carried out in 2011 against RSA, the security unit of the technology company EMC, which were described at the time as “extremely sophisticated.”

More recently, a series of attacks against media organizations have been attributed to China: The New York Times, The Wall Street Journal (which, like this website, is owned by News Corp.), Bloomberg News, the Washington Post and the Associated Press are among them.

Other targeted industries include information technology, defense and aerospace, energy, transportation, satellites and communications, navigation, chemicals, health care and mining, to name a few.

What do the attackers take? Here’s a list taken directly from Mandiant’s report:

  • product development and use, including information on test results, system designs, product manuals, parts lists, and simulation technologies;
  • manufacturing procedures, such as descriptions of proprietary processes, standards, and waste management processes;
  • business plans, such as information on contract negotiation positions and product pricing, legal events, mergers, joint ventures, and acquisitions;
  • policy positions and analysis, such as white papers, and agendas and minutes from meetings involving high-ranking personnel;
  • emails of high-ranking employees; and user credentials and network architecture information.

Most of the time, the victim company doesn’t even know that its information has been stolen until it is far too late to do anything about it.

Who gets the information in the end? It’s unclear, exactly, and so Mandiant engages in educated conjecture and looks at the available evidence. In one case in 2008, a targeted company suffered an intrusion lasting two and a half years, during which emails and attachments of the CEO and general counsel were stolen. During the same time period, news reports showed that a Chinese company had managed to negotiate a significant increase in the price of a certain commodity component with an unnamed victim company. It may be a coincidence, Mandiant concedes, but then again, it may not.

How do they attack? Usually by sending innocent-looking attachments in email messages. An employee at the target company opens it, triggering software embedded within it that gives attackers remote access to that employee’s machine, which then serves as a beachhead for more attacks. You can see a short video showing some of the attacks actually taking place in the video below.

Certainly, suspicions about China and its intentions, capabilities and actions in this area have pervaded for months. Knowledge about all this has probably circulated within the classified community for years, and no doubt plays a part in the concern among lawmakers and U.S. federal government agencies about the growth of the Chinese networking company Huawei.

Mandiant points to another: Unit 61398, it says, carried out a series of attacks against a unit of a Canadian company called Schneider Electric. The incident was first reported by security blogger Brian Krebs, and was carried out when the unit was an independent company called Telvent. What does the company make? Remote access tools, basically software that lets you control one computer from another computer far away.

The part that should scare you is what kinds of computers this software is intended to control: They’re known generally as SCADA systems, or supervisory control and data acquisition systems. They’re the stripped-down machines that sit between large industrial machinery like generators or pumps, or any other kind of big, automated equipment, and regular computers.

In a series of letters to customers in September of last year, Telvent disclosed that attackers traced to China had installed malicious software on its network, and had stolen files related to a key product called OASyS SCADA, which is designed to connect older IT assets to certain “smart grid” systems running on electrical power networks.

Attacks on SCADA systems can be very effective, in part because the machines involved are older and have tended to be less well-secured. How effective? Remember Stuxnet? The malware attack carried out by American and Israeli intelligence agencies against the Iranian nuclear research program? In that attack, nuclear centrifuges were caused to spin out of control, and ultimately explode. That was an attack against SCADA systems. We already know how easily attacks like it might be carried out here.

Stealing intellectual property and trying to gain an edge in business negotiations is one thing. Penetrating the systems that run critical infrastructure is rather more serious, bordering on sabotage. Now that the government officially considers cyberspace a theater of warfare, similar to land, sea, and sky, this is starting to look serious.

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Crashlytics Makes Enterprise Features Free for All

Crashlytics, the mobile crash-reporting and analysis platform that was acquired by Twitter last month, said today that it will make its enterprise-level features available for free. In a company blog post, the company’s co-founder, Wayne Chang, said, “The features and usage we used to charge for based on limits are now unlimited across the board.”

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A Fresh New Office Finds a Place in the Cloud


Tablets and smartphones may have taken over people’s lives, but Microsoft has managed to maintain a hold on the way many people use their PCs with one product: Trusty Microsoft Office.

Microsoft’s newest version of Office, available starting Tuesday, is a radical change from the past. For starters, Office 365 has a surprising new price model: It is available as a subscription that can automatically renew each year, if you choose. This new system constantly updates program features year round. Every time you open a program in Office, you will be running the latest version.

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With Office 365, any PC can be activated or deactivated in one step.

It’s also more closely tied to the cloud, saving documents to Microsoft’s SkyDrive storage system by default, so your documents and personal settings are remotely accessible. With that, Microsoft aims to stave off Office challengers like Google Drive, which gives people a way to create and store documents online, as well as share documents and edit with multiple people.

What’s more, Office 365 gives people a centralized spot online where they can manage their account, showing them where they have Office installed so they can deactivate unused computers with one click or completely cancel subscriptions. And files are still accessible to download even if subscriptions expire.

Along with these broader features, there are significant changes to Office 365’s programs, which include Word, PowerPoint, Excel, Outlook, OneNote, Publisher and Access. It does a nice job of bringing to the surface some features that were too far buried in menus for people to use. It also packs in many new features, some of which were made for touchscreens and new devices designed to run the touch-centric Windows 8. And Microsoft has updated its Office Web Apps, stripped-down programs that offer free editing, via a Web browser, of files stored online.

I tested Office 365 Home Premium, which costs $99 a year and can be installed on up to five computers, including Windows 7 and Windows 8 PCs as well as Macs running Apple’s OS X version 10.5.8 or later. Office 365 University, which costs $80 for a four-year subscription, is available for college students, faculty and staff. Office 365 for businesses will be released on Feb. 27; subscription rates will range from $4 to $20 monthly.

Traditional, non-subscription versions of Office are available for one-time fees, including Office Home and Student 2013 ($140), Office Home and Business 2013 ($220) and Office Professional 2013 ($400). These new suites still receive security patches, as they always have, and can only be installed on one machine and upgrades require installing whole new versions. Like Office 365, these versions of Office also now save to SkyDrive by default, tying them into the cloud.

I installed Office 365 Home Premium on two devices: A Samsung ATIV Smart PC Pro 700T, which had a touchscreen and was running Windows 8 Pro, and a MacBook Pro, which was running OS X version 10.8.2. I also looked at and edited documents on computers that didn’t have Office 365 installed by using Microsoft Web Apps. And I set up Office 365 on a Windows Phone to access and edit documents on the go.

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The new version of Microsoft Word lets people have integrated conversations in editing comments.

To install on the Windows 8 PC, I used a product key given to me by Microsoft for pre-release testing, otherwise you would have to go to Office.com to buy a subscription and get a product key. (A free 30-day trial is available.) The Windows 8 PC install took about 20 minutes, and a helpful introduction walked me through key points of Office 365. One screen asked me, “How would you like your Office to look?” And I scrolled through a handful of patterns and chose a background that looked like rings on a tree stump.

When I installed Office 365 on the Mac, I just went online to office.com/myaccount, selected an option to sign into an existing subscription and entered my username and password. The download on the Mac took about 30 minutes and then I saw on my Mac the familiar tree-ring background. The version was Office: Mac 2011 because the new Office for Mac typically ships after the new Office for Windows.

The My Account Web page is a big plus for people who have had computers die and take copies of Office with them. Now, in one step on My Account, any PC can be deactivated and a new PC can be activated.

The cloud-based structure of Office 365 takes some adjustment, but users can still save files to the PC. In Word, when I wasn’t connected to the Internet and opened a document, I saw a notification reminding me that the version of the document I was reading was an offline copy. This notification also told me when the document was last updated and saved online. Each Office 365 account comes with 20 gigabytes of free storage, but all SkyDrive users get seven gigabytes each, so a person using Office 365 could potentially have 27GB of storage.

I enjoyed using new touch features, like five small squares on the far right of the Inbox screen in Outlook that made it a cinch to quickly sort through my inbox. These small icons enabled replying, moving, deleting, marking as unread and flagging for follow-up. I wrote this column in the new version of Word, automatically saving it to SkyDrive and easily opening and editing it on other computers and a Windows Phone.

Excel spreadsheets are now smarter than ever thanks to auto-fill features. I tested one that felt like it was reading my mind as it filled in names of people who had appeared in an earlier column because it detected the same name pattern. PowerPoint presentations now include special CliffsNotes-like tools that only the presenter can see.

Office 365 feels grown up and ready for the fast pace of the Web. It’s custom made for people who use many devices, including desktop PCs, laptops, tablets and smartphones. If potential users can wrap their brains around its new subscription system, Microsoft has a winning program on its hands.

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Remember Lotus Notes? It’s Still a $1 Billion IBM Business

International Business Machines Corp.’s vaunted software portfolio includes applications to help companies crunch huge amounts of data and manage their online storefronts. It also includes programs like Lotus Notes.

“I go to a party, and I almost immediately get insulted,” says Eugen Tarnow, a director of the consultancy Avalon Business Systems, which sells the aging email software to businesses. “They say, ‘Lotus Notes, that’s still around?’ It’s no fun.”

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Seven More Questions for SAP’s Co-CEO Bill McDermott

Bill_McDermott-standingThe last time we heard from SAP co-CEO Bill McDermott, he talked a great deal about a then-upcoming product strategy called HANA. The idea was to move all of SAP’s existing business applications into a high-performance appliance, where the database runs in memory, and is more responsive to requests.

In the 15 months since that conversation, SAP has been on the move. HANA is not only done, but all of SAP’s primary applications are running on it. SAP has pivoted from running all of its applications in an old-school on-premise fashion to offering them both in the cloud and on premises, or on a mixed hybrid-cloud basis.

It also made a significant acquisition of SuccessFactors, the cloud-based human capital management (HCM) company. SuccessFactors is now a significant business unit within SAP, and includes all of its previous HCM software assets, and it competes with that market’s fast-moving cloud player, Workday.

Last week, SAP hosted a global launch event to announce that the three-year effort to convert its entire suite of business applications to the cloud — and to the HANA architecture — was complete. It also provided me an opportunity to catch up with McDermott in New York. Here’s a sample of our conversation:

AllThingsD: Bill, the last time we talked about HANA, you hadn’t quite moved all your primary applications over to it. It’s not exactly a huge piece of your business yet, but let’s start there. How is HANA coming along?

McDermott: We have 1,000 customers on it now, so it’s growing really fast. The last update we gave, we indicated that we think it could be a half-billion U.S.-dollar business, which would make it the fastest-growing software product in the history of the world. So it’s big.

The last time we talked, you hadn’t quite moved all your applications over to HANA. The big one that was missing was the Enterprise Resource Planning piece. Can I assume that part of the news today is about that process being completed?

That’s exactly it. The big news today is about the whole SAP suite being moved over to HANA. All the things that the business suite does — how you manage your supply chain and manfacture your products and get them to market, how you manage your people, how you manage your customer relationships, everything around you in that whole end-to-end value chain — runs in what we call the business suite. And we go to market with that suite in 24 industries, small, medium and large, all over the world. Now that whole suite runs on HANA.

For the benefit of people who struggle with the idea of what the software actually does, can you give me a good example of who uses it, and how?

We work with this company HSE24, it’s like a QVC in Europe. They are selling product on television, there’s a meter at the lower right-hand corner of the screen telling you how many of that item are left. That’s run on SAP software. When you call in to the call center, they already know from the sensors on the social networks, via HANA, what you’re likely to want. And then they can also do the upsell and the cross-sell. One of the customers that is going to be featured today is John Deere. We’ll talk about how they can, based on usage history and patterns, provide preventative maintenance on the things that will need it the most.

There’s obviously more to it than simply running existing processes faster and cheaper and more efficiently, right?

The wild part about all this is sort of like this: No one could have predicted that Disney would become the Disney we know today when Walt drew a picture of a mouse. What you have is the limitless potential. CEOs have the ability to rethink business models, based on having the speed and the insight and the simplicity to truly change how they run their companies and transform industries. You and I fly too much, and sometimes flights get canceled. It happens. If I have to get out of Moscow and get back to New York, the airline can charge me more. If my original flight is canceled, and I’m on the line with three other people, you can get more money out of me. Dynamic real-time pricing can transform the airline industry.

Is this all the result of intelligence you’ve brought from the applications themselves, that are getting a new benefit from being run in-memory on HANA?

There are two ways to look at it. The in-memory architecture makes it fast, and simplifies it. The application makes it so smart. You’re combining transactions and analytics. And you’re also doing things we like to call “extreme applications.” You may be a big consumer products company, and you have trade promotions that go to different stores in different geographies. If you ask them how it’s going at a particular store in Brazil, they will have a hard time answering unless they’re using HANA, because it captures all the transaction data. They know exactly who’s buying what, and using which promotion or deal.

Talk to me about the competitive landscape. Oracle CEO Larry Ellison loves to lob verbal grenades at you from time to time. Care to lob one back?

In the old days, the answer would have been yes. What’s happened is that we take it a compliment when people try to spread fear, uncertainty and doubt. It’s a sign they’re worried. But they don’t have to be, because we’re open, and our most important mission is to make customers happy and fulfill their ambitions. We’re fully cooperative with Oracle, with IBM and with Microsoft. So, anything that a customer chooses to do with one of them, they can continue to do it, and we are highly supportive of that.

Obviously, SAP’s applications can now run optionally in the cloud or in a mixed environment. But the pure-play cloud companies like Salesforce.com and Workday are certainly showing some strength. What sort of competitive threat are you seeing from them?

I think SAP has responded in the cloud. SAP Cloud will take care of your customers on-premise or on-demand. We announced SAP Customer 360, and it runs on HANA. So it’s real-time, it’s predictive, and it’s in memory. If you want to buy it on a public cloud on a subscription basis like Salesforce, we now have it. Once people realize it’s running on HANA, we’re going to have an advantage. Salesforce has done a good job of building a large cloud company, but they have done it on an old architecture. You can’t do real-time analytics on the Saleforce.com platform. That’s a big Achilles’ heel. On talent, Workday is a good company, they built a good HCM solution. We bought SuccessFactors, and then we took all the assets of SAP’s existing HCM application and put them under SuccessFactors. So now, as it relates to people, wait until you see, in June, the list of companies who are running SuccessFactors. Workday had a great opportunity to go in where there was no competition, and we didn’t have a response. We had HCM, but it was all on-premise. The market wanted talent in the cloud. Now they are going against us, and there’s a lot of competition.

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Cisco Sued for Trademark Infringement Over Marketing Slogan

lawsuits_380Late last year, networking giant Cisco Systems had big plans. Having suffered through a gut-wrenching round of layoffs and restructuring moves meant to get the company back in fighting trim after a few years of bloat, 2013 was to be a year of new beginnings.

One big piece of that was a marketing and branding campaign launched at the end of 2012 at Cisco’s annual meeting with financial analysts in New York. Crossing the Web, TV, print and augmented reality, it featured the slogan “Tomorrow Starts Here.” Its intent has been to inject the importance of networking rather than computing as the most important aspect in the narrative of the Internet’s next phase of growth.

It turns out that Cisco is not the first to use that slogan, and the one that got to it first is steaming mad. North Carolina’s second-largest college, East Carolina University, based in Greenville, N.C., announced today that it has sued Cisco in federal court — it didn’t specify which court — for trademark infringement.

“ECU has used the mark ‘Tomorrow Starts Here’ for over a decade, including in national advertisements and publications such as Forbes and Wired,” the university’s chancellor, Steve Ballard, said in a statement. “We feel it is essential to take action to protect that defining trademark of our identity and vision.”

I’m not a lawyer, but from what I understand of trademark law, one of its cornerstone principles is that if you’re going to register a trademark, you have to be willing to defend it when someone uses it without your authorization, or you essentially give them permission to keep using it. So these cases are pretty routine.

But to prove infringement, you also have to prove that the use of the trademark is likely to cause consumer confusion. ECU makes a stab at a case in its press release announcing the suit:

ECU’s trademark “Tomorrow Starts Here” is a university-wide brand that represents an overlapping field of goods and services when compared with that of Cisco. For example, research initiatives through ECU’s College of Technology and Computer Science have created products and intellectual property that are actively being commercialized. ECU is also a leader in the field of distance education technology that is heavily promoted through ECU’s global online education program using the mark “Tomorrow Starts Here.”

A university supporting technology research and a networking giant selling routers, switches and cloud computing gear? Does that confuse you? My guess is that Cisco and ECU will in time come to a settlement. Cisco is flush with cash, something universities always need.

Here are two example videos, first Cisco’s, and then a sample from ECU. You be the judge. Are you confused?

Update: I initially called the college Eastern Carolina University. Sorry about that.

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Sites Built With Ruby on Rails Suffer New Vulnerability

ruby-on-rails-tshirtHere’s something new in the way of security worries: Weaknesses in Ruby on Rails. A significant vulnerability has been found in the popular Web application development framework that can let attackers do unintended things. It’s the second vulnerability — here’s the advisory on the first — detected in Ruby on Rails in as many weeks.

First word of the new vulnerability appeared on a Google group devoted to Ruby on Rails security, and Felix Wilhelm, an IT Security blogger, posted some information about how the vulnerability works, without much in the way of detail.

The vulnerability allows an attacker to take control of a Web site built using Ruby on Rails, and to execute any code they want. Here’s why you care: ROR is one of the most popular Web development frameworks around. Sites built using it include Hulu, Funny or Die and Scribd. Even Twitter was, in its earlier versions, built using Ruby on Rails.

HD Moore is chief security officer at Rapid7, a Cambridge, Mass.-based company that specializes in helping companies stay ahead of new computer-security vulnerabilities. He’s also the chief architect of Metasploit, a cloud-based security service that Rapid7 owns.

In a stroke of some kind of irony, Moore writes that this particular vulnerability is “close to my heart,” because Metasploit itself is written in Ruby on Rails. In a corporate blog post, he writes that the company “marshaled the troops” and released a quick update for Metasploit users.

It’s a nasty vulnerability, says Rapid7 researcher Claudio Guarnieri: “From a technical standpoint it’s a very interesting and challenging vulnerability that can be exploited in several different ways with very dangerous outcomes, from SQL injection to code execution.”

Ruby on Rails developers: You’ve been warned.

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Intel: Trust Us! We’ve Got Mobile Devices on Lockdown … Next Year.

Intel_Mike_Bell

Stop me if you’ve heard this one before.

Intel has dominated the high-end, performance-oriented desktop space for years, producing some of the most powerful chips on the market.

Problem is, desktops are so last decade. The age of mobile computing was ushered in on the backs of millions of pallets of laptops, netbooks, smartphones and tablets. And the chips that Intel has classically produced just don’t do low-power, low-consumption like those of some of its competitors. CEO Paul Otellini is widely seen as having been nudged out of his job for missing the boat on this shift away from PCs.

So once again at CES in Las Vegas, Intel is reminding the world that yes, it can translate its technology over to mobile and do it well.

The company plans to roll out a new smartphone platform aimed at the low end of the Android market with its “Lexington” project. Intel has its “Bay Trail” quad-core Atom chip on the way to cover the high-end smartphones. New chips to come, too, for the Ultrabooks the company has so loudly trumpeted over the past year. It’s all supposed to last longer, work better and just plain beat competitors like Nvidia and others using ARM-based architecture.

Intel gave us a peek at the way this will work in December, when it revealed a new manufacturing process for making mobile chips using Tri-Gate transistors.

It’ll just take ’em a little while. Most of this stuff won’t hit the market until the 2013 holiday season. Yes, a full year from now.

At the very least, Intel had a few partners on board to show off. For the low-end smartphones, Acer, Safaricom and Lava will use Intel’s forthcoming platform. And some analysts think that however far off, this is a smart play for Intel.

“The Lexington platform is absolutely targeted at emerging regions, which will let Intel deliver a more functional phone than others like, say, a Qualcomm or a Mediatek,” Patrick Moorhead, president and principal analyst at Moore Strategy & Insights, told me. “Combined with some of the higher-end features they’re bringing to the low-end phones, they’ll undoubtedly pick up customers with this silicon.”

But we’ll still have to wait until Christmas to see most of this stuff, while competitors like Nvidia continue to introduce subsequent generations of their successful mobile products.

Perhaps by then, the latest and greatest phones you’re seeing launch today might be outdated enough for you to pick up a new one. That’s Intel’s hope, at least.

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