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CRM Roundup

This article appears in the issue June 2011 [Volume 20, Issue 6]

Here's a sampler of CRM solutions providers, with a focus on agent support, knowledge management and customer experience management.

 Amdocs
Customer Management Solutions
Smart agent desktop, smart device support, retail experience, universal storefront.

Astute Solutions
ePowerCenter, RealDialog
Customer service/experience, contact center, unified communications, KM and self-service.

Consona
Knowledge Driven Support
KCS verified v4, case tracking with knowledge management.

eGain
eGain Service
Web self-service, assisted service, knowledge management and process automation.

IBM
Unica Enterprise, Unica OnDemand
Web and customer analytics, event detection, campaign management, interaction management, lead management.

Infor
CRM Epiphany
Inbound and outbound marketing, sales force automation, unified CSR view.

IntelliResponse
One Right Answer
Q&A-based assisted and self-service customer interaction management.

KANA
KANA IQ, KANA Response, KANA 10
Adaptive desktop and self-service, experience modeling, knowledge-empowered process.

Microsoft
Microsoft Dynamics CRM, Online
Integrated, adaptable ERP and CRM applications.

Oracle
CRM On Demand, E-Business Suite
Open, standards-based architecture for business processes, data quality improvement and single source of data.

Portrait Software
Portrait Dialogue 5
Pre-built, automated, multistep automation for customer interaction.

RightNow Technologies
RightNow CX Cloud Platform
Modules for feedback, analytics, chat, monitoring, desktop agent and more.

SAP
SAP CRM 7.0
Marketing resource, brand, campaign, segmentation, list, loyalty management and more.

SAS
SAS Social Media Analytics
Integrated platform for analytic marketing, campaign management and customer experience analytics.

Sword Ciboodle
Sword Ciboodle
Process-managed CRM software and specialist consulting and delivery services.


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