June 2001

Inevitably, things do go wrong: software fizzles, hardware fries, networks frazzle, PCs freeze, service personnel flips. Those skilled, premium-priced IT experts in your organization cant keep the help desk or customer support operations going forever, applying patchwork fixes to problems, while having little time to deal with root causes. Two questions emerge: will adding support technology improve the productivity of your customer-facing resources, and will this technology contribute to cost reduction through those same productivity gains as well as to your bottom line by optimizing your organizations overall interaction with (and retention of) customers?

Understanding the dynamics of your support operation and the issues it deals with (or cant deal with) will take you a long way to determine if, when and how your organization can benefit from these technologies. Evaluate competing products and put each through its paces, either through vendor or onsite installation demonstrations. Take into consideration your future needs: ensure that todays technology doesnt become tomorrows millstone.

Customer service and support processes do not end with a sale, warranty or service contract expiration; but, if youre not careful, customer satisfaction, loyalty and retention can! With that in mind, we invite you to peruse the following list of vendors of help desk and support technologies that might hold the key to keeping your service infrastructure vigorous and your competitors envious.

Applix, Inc.
Sales Dept.
[email protected]
800-8-APPLIX
www.applix.com
A, B C, D

Applied Innovation Management, Inc.
Laura Gerber
[email protected]
800-942-7754
www.innovate.com
A, B, C, D

Apropos Technology
Sales Dept.
[email protected]
630-472-9600
www.apropos.com
A, B, C, E

Banter Inc.
Sales Dept.
[email protected]
877-992-2683
www.banter.com
A, C

CallCenter Technology, Inc.
Andy Bashkin
[email protected]
678-494-7000
www.callcti.com
A, B

ClientLogic
Channing Rollo
[email protected]
615-301-7100
www.clientlogic.com
C

Composit Communications USA
Peter Kenyon
[email protected]
800-789-2999
www.composit.net
B

Control-F1
Rodger Moody
[email protected]
403-668-5295
www.control-f1.com
A, B, C, D

Empirix Inc.
Brian Miller
[email protected]
781-993-8500
www.empirix.com
C

Emrys Solutions
Kevin Rachel
[email protected]
972-852-8600
www.emrys.com
A, B, C, D, E

Epicor Software Corp.
Gregory Horton
[email protected]
800-999-1809
www.epicor.com
A, C

Everdream Corp.
Sales Dept.
[email protected]
888-307-7299
www.everdream.com
A, B, C, D, E

Expertcity, Inc.
Shannon Kelley
[email protected]
805-690-6448
www.desktopstreaming.com
D

FrontRange Solutions, Inc.
Sales Dept.
[email protected]
800-776-7889
www.frontrange.com
A, B, C, D

Fused Solutions
Jeffrey Yette
[email protected]
315-265-3400
www.fusedsolutions.com
A, B

GWI Software
Sales Dept.
[email protected]
360-397-1000
www.gwi.com
A, B, C, D

Intelogistics Corp.
Roy Semplenski
[email protected]
877-453-5700
www.intelogistics.net
D

Interactive Intelligence Inc.
Sales Dept.
[email protected]
317-872-3000
www.inin.com
C, D

Kana Communications
Daphne Alden
[email protected]
603-625-0070
www.kana.com
C

Kanisa, Inc.
Brandt Williams
[email protected]
408-863-5800
www.kanisa.com
C

Magic Software Enterprises, Inc.
Sales Dept.
[email protected]
877-673-8737
www.magicsoftware.com
A, C

Microlog, Inc.
Ronald King
[email protected]
770-645-3030
www.mlog.com
B

Micromuse, Inc.
Nicki Alexiev
[email protected]
415-538-9090
www.micromuse.com
B

NativeMinds, Inc.
Sales Dept.
[email protected]
800-968-1002
www.nativeminds.com
C

PeopleSoft
Robb Eklund
[email protected]
925-694-3000
www.peoplesoft.com
A, B, C, D

Peregrine Systems, Inc.
Sales Dept.
[email protected]
800-638-5231
www.peregrine.com
A, B, C, D, E

Phonetic Systems, Inc.
Patrick Gilligan
[email protected]
781-270-4123
www.phoneticsytems.com
C

Previo
Sales Dept.
[email protected]
877-977-3846
www.previo.com
A, B

ProcessModel, Inc.
Steve Hubbard
[email protected]
801-356-7165
www.processmodel.com
B

Punch Networks
John Williams
[email protected]
206-343-7661, ext. 113
www.punchnetworks.com
B, D, E

Qarbon.com
Thilo Lutzeler
[email protected]
408-792-3800
www.qarbon.com
A

Rapidtrack, LLC
Paul T. Lucas
[email protected]
603-673-5734
www.rapidtrack.com
C

Remedy Corp.
Tamara Doney
[email protected]
650-903-5200
www.remedy.com
A, C

Repository Technologies, Inc.
Sales Dept.
[email protected]
630-515-0780
www.custfirst.com
A, B, C, D, E

RightNow Technologies, Inc.
Sales Dept.
[email protected]
406-522-4200
www.rightnowtech.com
A, B, C, D

royalblue technologies
Sales Dept.
[email protected]
646-205-3400
www.royalblue.com
A, B, D, E

SafeHarbor Technology Corp.
Sales Dept.
[email protected]
206-922-5021
www.safeharbor.com
C, D

ServiceWare
Jessica Jordan
[email protected]
412-826-1158, ext. 1413
www.serviceware.com
C

Siemens Enterprise Premises Service
Dave Pleger
[email protected]
847-527-5925
www.icn.siemens.com
A, B, C, D

Support.com, Inc.
Sales Dept.
[email protected]
877-493-2778
www.support.com
A, B, C, D, E

The Sutherland Group, Ltd.
Gayle Jagel
[email protected]
716-586-5757
www.suth.com
A, B, C, D

Swallow Information Systems
Bill Bostridge
[email protected]
978-867-6000
www.swallow.com
A

SYMON Communications, Inc.
Steve Verboom
[email protected]
281-240-5555
www.symon.com
A

TechExcel Inc.
Sales Dept.
[email protected]
800-439-7782
www.techexcel.com
A, B, C, D, E

Telephony@Work, Inc.
Sales Dept.
[email protected]
858-410-1600
www.telephonyatwork.com
C, D

TightLink Corp.
Kacey Knowles
[email protected]
510-665-2900
www.tightlink.com
D

TogetherWeb, Inc.
Brian Ward
[email protected]
404-817-8158, ext. 212
www.togetherweb.com
D

trustedanswer.com
Tom Scholer
[email protected]
800-233-8489
www.trustedanswer.com
C

Unipress Software, Inc.
Sales Dept.
[email protected]
800-222-0550
www.unipress.com
A, B, C, D, E

WebEx Communications, Inc.
Alexis Curreri
[email protected]
415-977-1921
www.webex.com
A, D

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