Acuity Corp.
Dean Cruse
P: 512-425-2246
F: 512-719-8225
www.acuity.com
WebCenter
A, B, C, D, E, G Aditi
Corp.
Jodi Sorensen
P: 425-897-2912
www.talisma.com
Talisma
C
Applix, Inc.
Sheila VanBatenburg
P: 508-870-0300, ext.371
F: 508-366-2278
www.applix.com
Applix Service
D
Apropos Technology
Jody Wacker
P: 630-472-9600
F: 630-472-9402
www.apropos.com
Apropos Version 4
A, B, C, D, E
Aspect Telecommunications
P: 408-325-2200
F: 408-325-2746
www.aspect.com
Aspect Customer Self-Service Suite: Generations Web; Aspect Customer Interaction Suite:
Aspect Web Agent
D, F
ATIO Corp.
Christian Jensen
P: 612-837-4055
F: 612-837-4020
www.atio.com
CyberCall
A, C
Brightware, Inc.
P: 415-884-4744
F: 415-884-4740
www.brightware.com
Brightware 3
C
Business Evolution
Kate Doyle
P: 609-951-0216
F: 609-951-0882
www.businessevolution.com
@Once Epress
B
Cincom Systems, Inc.
Vicki Kirby
P: 800-2CINCOM
F: 513-612-2000
www.cincom.com/encompass/
Cincom Encompass
A, B
Clarify, Inc.
P: 888-CLARIFY
F: 408-573-3001
www.clarify.com
eFrontOffice
A, C, D, G
Convergys Corp.
Renea Morris
P: 513-723-3334
F: 513-421-8624
www.convergys.com
CyberResponse, CyberResponse E-Commerce, CyberResponse Reporting
C, D
Corepoint Technologies
Robert Boucher
P: 401-851-4127
F: 401-851-443
www.corepoint.com
Corepoint Mail Analyzer; Corepoint Web Collaboration
A, B, C, D
CosmoCom, Inc.
Lisa Dicksten
P: 516-851-0100, ext. 209
F: 516-851-1005
www.cosmocom.com
CosmoCall
F
Davis Software
Dawn M. Smith
P: 214-758-3642
F: 214-758-3641
www.davissoftware.com
TELE-SCOPE
C
Davox
Chris Lawrence
P: 978-952-0200
F: 978-952-0201
www.davox.com
Unison
A
Dialog Software, Inc.
Jeff Rider
P: 212-697-2690
F: 212-697-2129
www.dialogsoft.com
DIACOM, DIRECT E
C, D
Easyphone, Inc.
Kelly Bevan
P: 408-965-1700; F: 408-965-1712
www.easyphone.com
Easyphone 4.04
A, D, F, G
Edify Corp.
Maurice Okawaki
P: 800-944-0056
F: 408-982-0777
www.edify.com
Electronic Workforce
A, D
eFusion
Joanne Collins
P: 503-207-6441
F: 503-207-6500
www.efusion.com
eBridge Interactive Web Response System
B, E, F
eGain Communications
Steve Klann
P: 800-60-eGain
F: 408-737-8400
www.egain.com
eGain Email Management System (EMS) 2.0, eGain Web Collaboration System (eGain WCS)
A, B, C, F
EIS International, Inc.
Janet Wynkoop
P: 800-274-5657
F: 703-787-6720
www.sersolutions.com
eShare NetAgent
B
eShare
P: 888-ESHARE4
F: 516-864-0833
www.eshare.com
NetAgent
B, C, D, E, G
FaceTime Communications, Inc.
David Hsieh
P: 650-574-1600
F: 650-574-2700
www.facetime.net
FaceTime Message Exchange (FME)
B, C, D
Genesys Telecommunications Laboratories,
Inc.
John Bara
P: 888-GENESYS; F: 415-437-1260
www.genesyslab.com
Internet Contact Suite: Genesys E-Mial, Genesys Web Call Back, Genesys Web Call Through,
Genesys Chat
A, B, C, F
GlobalPhone Corp.
Stephen McCarthy
P: 703-533-2122; F: 703-533-2445
www.webcallback.com
WebCallback Service
A
GWI Software
Matt Franklin
P: 360-397-1000; F: 360-397-1007
www.gwi.com
GWI Collaborative Front Office
D
Hewlett-Packard
Smart Contact Call Center
P: 888-290-8950; F: 888-290-8953
www.hp.com/go/smartcontact
HP Smart Contact
A, B, C, D, E
icontact.com
P: 312-345-1344
F: 312-345-1880
www.icontact.com
iContact
B, E
IMA
Bob Ventresca
P: 800-776-0462
F: 203-925-1170
www.imaedge.com
IMA EDGE Internet Access (CyberEDGE)
A, B, D, F
Infra Corp.
Chris Wade
P: 562-596-8110
F: 562-596-2101
www.infrahelp.com
Infra Help, Infra Web, Infra Change
E, D
Interactive Intelligence, Inc.
P: 317-872-3000; F: 317-872-3000
www.inter-intelli.com
Enterprise Interaction Center (EIC)
A, B, C, D, E, F
Kana Communications, Inc.
P: 877-480-KANA; F: 650-566-2401
www.kana.com
Kana CMS 3.0
C
Knowlix Corp.
P: 801-924-6200; F: 801-924-6110
www.knowlix.com
iKnow
D
Line4, Inc.
Gina Gerhard
P: 510-748-1571; F: 510-748-1534
www.line-4.com
LiveTouch
A
Lucent Technologies
Walter Beier
P: 908-953-6902
F: 908-953-6091
www.lucent.com/callcenter
CentreVu Internet Solutions
A, B, C, D, E, F
Lynk
Jamie Kahn
P: +972-4-990-7564
F: +972-4-990-0334
www.lynkweb.com
TeleLynk
F
MATRAnet, Inc.
Toby Chaum
P: 650-598-4777
F: 650-598-4799
www.matranet.com
M>WebTouch2.0
A, B, C, E, G |
MediaSoft
Telecom
Gabor Barta
P: 514-731-3838; F: 514-731-3833
www.mediasoft.com
IVS WebLink
D, E, F Melita
International
Mike San Fratello
P: 770-239-4734; F: 770-239-4489
www.melita.com
WebContact
A
MessageMedia
P: 303-440-7550; F: 303-440-0303
www.messagemedia.com
MessageMedia
C
Microlog Corp.
David Burd
P: 301-428-9100; F: 301-540-5557
www.mlog.com
uniQue
A, B, C, E
Motive Communications
Michelle Duron
P: 415-512-0500, ext. 246
F: 415-512-0600
www.motive.com
ActiveLink
D
Multiactive Software Inc.
Brenda Christensen
P: 604-601-8000
F: 604-601-8001
www.multiactive.com
Entice!
D
Mustang Software, Inc.
Jim Harrer
P: 805-873-2529
F: 805-873-2457
www.mustang.com
Internet Message Center
C
netDialog
P: 650-372-1200; F: 650-372-1201
www.netdialog.com
netDialog OCM System
A, B, C, D, E, G
NetManage Inc.
Jeff Peterson
P: 408-973-7171
F: 408-342-7870
www.netmanage.com
SupportNow
B, E
NewChannel Inc.
P: 650-261-9500
F: 650-261-0473
www.newchannelinc.com
NewChannel ESP
A, B, E, G
Nortel Networks
Carter Cromwell
P: 800-4NORTEL
F: 408-565-2081
www.nortelnetworks.com
Symposium WebResponse Server
C
Octane Software, Inc.
Jim Lambert
P: 877-OCTANE
F: 650-357-0295
www.octane.com
Octane 99
C, D
Oracle
Kathy OLeary
P: 650-506-2209
F: 650-654-6214
www.oracle.com
Oracle Call Center
A, D, F
PakNetX
Chris Botting
P: 603-890-6616
F: 603-870-9395
www.paknetx.com
PNX ACD
A, B, D, E, F
PhoneMe Ltd.
Damon Oldcorn
P: +44-1380-733-007
PhoneMe
A
Picazo Communications, Inc.
Pam Stephenson
P: 214-219-5656, ext. 104
F: 214-219-5663
www.picazo.com
Incline
A, C, E, F
PipeLive.com
Gary J. Ritter
P: 516-630-3386
F: 516-630-3299
www.pipelive.com
PipeLive 3.0
B, E
POINT Information Systems, Inc.
Erik Haagensen
P: 800-311-0215
F: 781-416-2730
www.pointinfo.com
Team POINT
A, D
Precision Consulting & Automation
Inc.
Roger Samuel
P: 416-407-3187
F: 905-799-2958
www.pcaonline.com
Prop Web Help Desk
B, D
ProAmerica
Bruce Benesh
P: 800-680-6292
F: 972-680-6134
www.proam.com
Connect-Care
D
Quintus Corp.
P: 800-542-1283
F: 510-770-1377
www.quintus.com
eContact Suite, WebQ
C, D
Reach Telemanagement
Rick Rettig
P: +81-3-5423-2871
F: +81-3-5423-2782
www.reach.co.jp
Callme Button
A
RightPoint Software
Kevin Faulkner
P: 650-287-2005
F: 650-524-2187
www.rightpoint.com
RightPoint Real-Time Marketing Suite
C, G
Rockwell Electronic Commerce
Bill Pollock
P: 630-227-8000
F: 630-227-8186
www.ec.rockwell.com
Internet Communications Studio
C, E, F
Servicesoft Technologies, Inc.
P: 800-737-8738
F: 781-449-0107
www.servicesoft.com
LiveContact, E-mail Contact,
Web Advisor
A, B, C, D, E, F
Siemens Information and Communication
Networks
Ed Rebello
P: 408-492-6999
F: 408-492-2227
www.icn.siemens.com
MX Web, MX Email
C, D, F
Silknet Software, Inc.
Michael Bettua
P: 603-625-0700
F: 603-625-0428
www.silknet.com
eBusiness System
C, D, E
Simware Inc.
Diane Allingham
P: 613-727-1779
F: 613-727-3533
www.simware.com
Salvo
D
Sky Alland Marketing
P: 800-351-5055
F: 410-312-4970
www.skyalland.com
WebAssist
A, B, F
Stream International, Inc.
Steve Capoccia
P: 781-575-6800
F: 781-575-6972
www.stream.com
Emediate
A, B, C, D
SoundLogic
Sheri Morita
P: 609-904-6600
F: 604-904-6610
www.soundlogic.net
Multimedia Interaction Suite
A, B, C, D, F
Telephony@Work
Eli Borodow
P: 888-854-4224
F: 619-546-3192
www.telephonyatwork.com
CallCenter@nywhere
A, B, C, E, F
Tornado Development
Reeran Kim
P: 310-546-6319
F: 310-750-6619
www.TEMS.com
TEMS
C
V*Channel, Inc.
Alan Yatagi
P: 408-980-9999, ext. 102
F: 408-492-9999
www.vchannel.com
FAXLink Web Fax-on-Demand
D
VocalTec Communications, Inc.
P: 201-228-7000
F: 201-363-8986
www.vocaltec.com
Surf&Call Center
F
Xantel Corp.
Tim Manning
P: 480-446-4005
F: 480-446-4005
www.xantel.com
WebClick |
Tips For Call Centers Considering Web
Enablement
BY STEPHEN WOOD, OVUM, INC.
- Try before you buy. Call center outsourcing agencies are now offering Web-enabled call
center (WECC) services; ranging from handling simple callbacks to the whole enchilada,
including voice and video over the net.
- Don't be deterred by the sky-high price tags when looking to implement an in-house WECC.
Vendors often drop prices substantially if companies agree to act as a reference site for
their WECC product.
- Look at your existing vendors to see what WECC products they offer. Many of the major
call center vendors are offering a full range of Web functionality, and although these
will cost you more than building a best-of-breed WECC, systems integration costs will be
substantially lower.
- Be sure to see the WECC product working in a commercial environment. Beware of vendors
who talk of hosts of blue-chip users who are not willing to go public.
- Reach for the lowest fruit. Implementing callback is the simplest form of WECC, and also
currently the only solution that offers carrier-grade audio.
- Dont be tempted to think that service-level unification across all contact media
is an ideal business strategy. The WECC is the bridge between the high-cost live agent
interaction and the low-cost Web interaction. True effectiveness stems from balancing
these channels with customer needs and customer revenue in a contact media integration
(CMI) strategy.
- Dont forget your brand. Offering a WECC can be a real bonus in marketing terms,
but only if your CMI strategy maintains brand image coherence across all media. Remember,
a brand is not a static thing. Each interaction customers have with your company forms
their perception of your brand.
- Determine what your agents core skills are and how these relate to the WECC.
Usually, the predominant skill set will be verbal. This should be kept in mind when
multitasking agents across text- and verbally based media.
- Establish a small pool of agents who are dedicated to providing WECC services. This will
assist in gauging the value of WECC to your contact strategy, reduce your initial training
costs and keep SI costs to a minimum by operating the WECC applications in a stand-alone
environment. This is obviously not a strategy for the long term, but is good for testing
the proverbial water.
Trends
The WECC is unquestionably in the technological chasm-crossing stage.
It is slowly changing from being a means of asserting competitive advantage to being
something that customers will come to expect. Over the past year, there has been rapid
adoption of the WECC by both enterprises seeking to realize their latent e-commerce
revenues though the call center, and call center operators leveraging the hype and
functionality of the Internet.
Companies that are adopting WECC primarily view this technology as having three main
aspects:
- The reactive, which focuses on fielding customer-initiated communication,
- The interactive, which augments verbal interactions with collaborative Web sessions
between agents and customers, and
- The active, whereby the WECC system can actively monitor your site, using algorithms to
locate potential customers or browsers who are having difficulty completing an e-commerce
transaction and enable you to push live-agent help to them.
However, the third aspect of WECC has been the slowest to realize its commercial
potential. What is surprising about the inertia slowing the adoption of the active tactic
is that the process mirrors the popular movement in outbound call center campaigns, away
from cold calling to warm calling. As the surfer is on your site,
he or she obviously has an interest in your products or services, so why not develop it?
The main argument being used to explain the reluctance to use active WECC features is that
such approaches are far too aggressive for customer-facing environments.
VoIP is still the holy grail for the WECC, as it offers global, visual and
verbal communication at a fraction of PSTN prices. Lets separate the spin from the
substance as far as VoIP goes: carrier-quality audio-over IP is still approximately five
years off. However, Ciscos $2 billion acquisition of GeoTel and multiple global
carriers IP beta projects indicate that this is undoubtedly the critical area for
call center solutions vendors to watch.
Stephen Wood is lead analyst at Ovum, Inc.and
co-author of Ovum's report, Next Generation Call Centers: CTI, Voice and the Web. |