Knowledge Management And
Database Technologies Roundup
For CRM and, by extension, every company, information is job one. As
the old saw goes, information is power. Yet the power often remains
unchanneled due to the proliferation of media channels though which
customers can contact a company, often each with its own data silo, none
speaking to another. But efforts to implement a planned, concise way of
compiling, categorizing and providing access to the vast amounts of data
that are the results of thousands of customer interactions, myriad islands
of corporate information and the scattered knowledge of how a business
actually works (the know-how of front-line personnel, who are charged with
actually dealing with and solving the problems of customers versus the
often idealized business plans of upper management) have often resulted in
a veritable Gordian knot of processes (how many GUIs are opened at one
time on your agents' screens) that are dying for an Alexander to cut
through. Add to this the increased demand for customer self-service
channels, and it's enough to drive the most reasonable IT manager mad.
Thankfully, the idea of standards that began with the data world are
migrating to the formerly closed/proprietary voice world and are being
used to allow the commingling of the various data sources. Web
technologies, XML (and its cousin, vXML), J2EE and others allow companies
such as the following to provide knowledge and database management
solutions, many of which can compile data from various structured and
unstructured sources within an enterprise to provide information to
whomsoever needs it, when they need it, no matter where they are in the
enterprise (or in the case of customers, where they are in the world), no
matter through which channel they request information, so that they can
process and act upon the information and transform it into knowledge.
Following are providers of diverse software solutions that will help
manage and deploy the knowledge in your organization. Some companies have
chosen to provide further information they would like to share with the
readers of Customer Inter@ction Solutions. We invite you to learn
Antarcti.ca Systems, Inc.
604-873-6100, ext. 110
Product: Visual Net 2.0
Where standard database navigation relies on text search, Visual Net
provides graphical user interface, placing data on visual maps, allowing
users to search and navigate information more easily. Visual Net 2.0
improves search and organization capabilities and provides powerful and
flexible database user interface.
Broad Daylight, Inc.
Product: Documentum 4i eBusiness Platform
4i eBusiness Platform is used for managing, distributing and exchanging
large volumes of content within and beyond the enterprise ' to
customers, employees, partners and suppliers. By integrating dynamic
content, complex business processes and people everywhere, Documentum 4i
enables seamless collaboration, communication and knowledge sharing around
EMerge increases CRM effectiveness by connecting information silos that
prevent organizations from gaining a complete view of customers.
Customer-facing employees can see everything about their customers'
needs in a single window that connects communications across the phone,
Web, e-mail, fax, chat room or more. eConvergent installs in just 60 days.
QuickResponse is a suite of knowledge-driven support solutions. ProCHAT
server is an Instant Messaging-driven application that learns from
interactions. FirstServ accepts the 'learnt' knowledge and makes it
available for SelfService. IssueTrakker is a hosted, affordable e-mail
driven help-desk/ issue tracking software. QuickFAQs is a personal
knowledge management tool that is useful for organizing usable knowledge,
with the capability to expose to others as generated FAQs. THe FAQs can be
tracked and re-arranged based on usage.
Product: Enviz Insight
Enviz Insight enables an understanding of what users see, do and think
while engaging in business processes through a Web-based interface. Those
users can include partners interacting through your Extranet, customers
purchasing products online or employees utilizing your Intranet or
corporate portal. We help users understand where their visitors are
experiencing problems, why they're not able to complete processes, and
what can be done about it.
Product(s): GoldMine Sales & Marketing, HEAT Service & Support
GoldMine Sales & Marketing offers mainstream businesses a
full-featured, robust and affordable solution to manage every facet of
prospect and customer relationships. HEAT Service & Support software
delivers an easy-to-use, full-featured customer service and support
solution with a single view of the customer, enabling your organization to
reduce IT costs, streamline customer support interactions and improve
Product: Support Management System (SMS)
SMS provides Web-native help desk solutions for multi-tenant,
multi-tiered, multi-location CRM applications. Features include custom
scripting, agent decision trees, automatic ticket aging/escalation, e-mail
notification, agent messaging, callback scheduling, real-time monitoring
and call metric reporting.
Product: SQL Base
SQLBase is a fully relational, zero-administration, embeddable database
that allows companies to manage data closer to the customer. It offers the
strongest encryption available for a database and it is the ideal choice
for distributed and mobile organizations and software vendors creating
packaged applications. SQL Base has been used by Global 2000 companies in
multiple industries including finance, transportation and manufacturing.
The Haley Enterprise
High Tower Software
Product: Enterprise Search
Enterprise Search is designed for information and knowledge management.
Information is gathered from your corporate Web site, Intranet/Extranet
and from any public Web site on the Internet. Searching is performed
through your Web browser from your corporate Web site, allowing public or
restricted access, or from your Intranet/Extranet.
Intraspect Software, Inc.
Kana Communications, Inc.
KnowledgeBase Marketing, Inc.
KnowledgeBase Solutions, Inc.
KnowledgeBase.net is a native Web-based knowledge management application
that provides a scalable, enterprisewide environment where organizations
store and publish data, content and help files. KnowledgeBase.net delivers
an easy-to-use and dynamic application delivering a simple process and
structure to create, import, organize and manage knowledge that empowers
customers, partners, employees and suppliers with online self-help and
Knowledge Junction Systems
Message Time Inc.
Product: Message Time Business Center
Message Time is a suite of high-technology tools of the 21st century
integrated into a single, total solution package which includes
communications, phone system, fax, e-mail, contact management,
information-gathering and CRM tools. The system is 'instantly available'
from any telephone and/or Web-enabled computer... no matter where you are.
You always have access to your customer data.
Product(s): MetaMatrix Information Integration Server, MetaBase
The MetaMatrix System, which comprises the MetaMatrix Information
Integration Server and the MetaBase metadata management system, offers
organizations a way to manage and describe the information within their
myriad enterprise information systems. Companies can integrate these
enterprise information systems into a complete Distributed Information
Access solution using the MetaMatrix System.
OTG The Ottawa Telephony Group, Inc.
Primus Knowledge Solutions
Selltis is a developer of SFA, CRM, and PRM software based on a proven 'front-end'
team-selling philosophy, which proactively identifies and manages
opportunities throughout the sales cycle - from lead to quote. The Selltis
software is a complete system for sales teams to centrally access,
document and manage all information and activities.
Siebel Systems, Inc.
Soffront Software, Inc.
510-413-9000, ext. 105
Product(s): Soffront CRM Suite, Soffront Sales, Soffront Support, Soffront
Marketing, Soffront Leads, Soffront Tickets, Soffront Knowledge
Management, Soffront Call Center
SOFFRONT CRM provides a true suite of powerful CRM features including:
effective e-mail campaign management, time and cost tracking for help desk
and defect tracking, internal or external help desk management, work order
and RMA management, asset management with automatic auditing and remote
Product: Accolade business process system
Sopheon's software systems provide integrated access to both documented
information and human expertise, whether internal or external to an
organization, within a single application. Solutions come pre-loaded with
content and are specifically designed to enhance knowledge-intensive
business processes such as customer relationship management.
Product: The Stream Support Center
The Stream Support Center from Stream International is a fully integrated
Web portal that provides technical support end users of leading desktop
applications and operating systems. The Stream Support Center is built
upon an extensive knowledge base that evidences Stream's vast support
capabilities. The knowledge base and FAQ database are continually
refreshed with updated information on the latest software applications and
Tacit Knowledge Systems, Inc.
TroubleTree Software, Inc.
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