Here's a sampler of CRM solutions providers, with a focus on agent support, knowledge management and customer experience management.
Customer Management Solutions
Smart agent desktop, smart device support, retail experience, universal storefront.
Customer service/experience, contact center, unified communications, KM and self-service.
Knowledge Driven Support
KCS verified v4, case tracking with knowledge management.
Web self-service, assisted service, knowledge management and process automation.
Unica Enterprise, Unica OnDemand
Web and customer analytics, event detection, campaign management, interaction management, lead management.
Inbound and outbound marketing, sales force automation, unified CSR view.
One Right Answer
Q&A-based assisted and self-service customer interaction management.
KANA IQ, KANA Response, KANA 10
Adaptive desktop and self-service, experience modeling, knowledge-empowered process.
Microsoft Dynamics CRM, Online
Integrated, adaptable ERP and CRM applications.
CRM On Demand, E-Business Suite
Open, standards-based architecture for business processes, data quality improvement and single source of data.
Portrait Dialogue 5
Pre-built, automated, multistep automation for customer interaction.
RightNow CX Cloud Platform
Modules for feedback, analytics, chat, monitoring, desktop agent and more.
SAP CRM 7.0
Marketing resource, brand, campaign, segmentation, list, loyalty management and more.
SAS Social Media Analytics
Integrated platform for analytic marketing, campaign management and customer experience analytics.
Process-managed CRM software and specialist consulting and delivery services.
Companies and Suppliers Mentioned