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Customer Relationship Management
November 2001

Who's Who In Customer Relationship Management


As the economy becomes more sluggish and the holiday buying season approaches (and we suspect even the most optimistic predictions point to a less-robust holiday sales tally than last year), it is more important than ever to look at your CRM and adapt, adopt and improve. There are more companies competing for fewer customer dollars, and this buying season may be the straw that breaks the backs of many companies. The only remedy is, of course, providing the type of CRM your customers can't refuse.

Our second-annual 'Who's Who In Customer Relationship Management' is presented in the following pages. The companies that follow are of three different types: manufacturers who offer products that allow organizations to interface with their customers directly, through a variety of media; companies that offer CRM via the application service provider model; and companies that conduct many or all aspects of CRM for your organization via outsourcing.

Key:
  • A = E-mail management products
  • B = Web/call center integration products (Web callback, text chat, collaborative browsing, self-help products)
  • C = Data mining and knowledge base products
  • D = Voice systems (IVR, speech recognition products)
  • E = CRM application service providers
  • F = Outsourced CRM services
  • G = Contact management software
  • H = E-commerce software

ACCPAC
Bill Hoffman
[email protected]
925-461-6701
www.accpac.com/
www.accpaconline.com
B, E, G

Accrue Software, Inc.
Paul Mudlaff
[email protected] or [email protected]
510-580-4500
www.accrue.com
C, H

Adeptra
Nicole Adler
[email protected]
203-355-2200
www.adeptra.com
B, E

AFFINA - The Customer Relationship Company
Stephen Nelson
[email protected]
877-4AFFINA
www.affina.com
E, F

Alcatel eBusiness Networking Division
Convergence Application Resource Center
end-enterprise-noram-
[email protected]
800-995-2612
www.ind.alcatel.com
A, B, D, G

Alorica Inc.
Ed Kisman
[email protected]
630-775-1900
www.alorica.com
A, B, C, E, F, G

AmeriNet, Inc.
Pat Dane
[email protected]
910-233-1056
www.debit-it.com
B

Annuncio Software
Kim Weins
k[email protected]
650-314-6000
www.annuncio.com
A

Answernet
Gary A. Pudles
[email protected]
609-921-7450
www.answernetnetwork.com
D

Applied Innovation Management
Laura Gerber
[email protected]
702-617-8140
www.innovate.com
A, B, C, D, E

AppShow
Kevin Nelson
[email protected]
949-631-0274
www.appshow.com
A, B, E, F, H

Apropos Technology
Chris Rechtsteiner
[email protected]
630-575-7808
www.apropos.com
A,D,E

Aspect Communications
Sales dept.
[email protected]
888-412-7728
www.aspect.com
B, D, G

ASC telecom
Tony Procops
[email protected]erica.com
914-644-6444, ext. 206
www.ascamerica.com
D

Avaya Inc.
Deborah Kline
[email protected]
908-953-6179
www.avaya.com
A, B, D, G, H

Banter, Inc.
Chris Bartolo
[email protected]
877-992-2683
www.banter.com
B

Bigcat Systems Inc.
Bob Westbrook
[email protected]
734-994-8787
www.bigcat.net
B, D, F

Callbutton
Michael Markette
[email protected]
972-437-1100
www.callbutton.com
H

Call Center Alliance
Michelle Sidwell
[email protected]
+ 33 1 40 93 76 86
www.callcenteralliance.com
F

Call Center Alliance, the European expert in outsourced customer contact centers, is located throughout France, Benelux, Germany, Italy, UK, Spain and Scandinavia. CCA provides outsourcing, co-sourcing, consulting, training, staffing and turnkey platforms. CCA can dedicate a project management team that specializes in automobile, healthcare, telecom, financial services, press/media and distribution/consumer products. Working on a one-to-one basis, CCA will develop a global strategy using local expertise and a multimedia communication center for b-to-b and b-to-c.

Call Center Results
Toni Etheridge
[email protected]
631-234-5652
www.callcenter-results.com
F

CELLIT Technologies
Candace Berman
[email protected]
305-436-2300
www.cellit.com
A, B, D, H

Cintech Solutions
Inside sales
[email protected]
com
800-833-3900/513-731-6000
www.cintechsolutions.com
A, B, D, G, H

Cisco Systems, Inc.
Pre-sales support
[email protected]
800-553-6387
www.cisco.com
A, B, D, H

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

Commence Corporation
Larry Caretsky
[email protected]
732-660-1010
www.commence.com
A, B, C, E, G

Computer Talk Technology, Inc.
Robert Moore
[email protected]
905-882-5000, ext. 126
www.computer-talk.com
A, B, D

Comverse Infosys, Inc.
Inside sales
[email protected]
800-967-1028
www.cominfosys.com
C, G

Convergys
Jeff Hazel
[email protected]
800-344-3000
www.convergys.com
F

CosmoCom
Patricia Brusca
[email protected]
631-940-4200
www.cosmocom.com
B, D, H

CSC/Division of Global Response Corporation
Wendy Shooster Leuchter
[email protected]
800-537-8000
www.globalresponse.com
A, B, D, E, F, G

Customer First Call Centers
Britton Shinn
[email protected]
973-884-2300
www.customerfirst.com
F

CustomerLinx
Angela Robinson
[email protected]
888-858-8849
www.customerlinx.com
F

Davox
Sales
[email protected]
800-480-2299
www.davox.com
G

DigiMine, Inc.
Steve Finnegain
[email protected]
425-460-5000
www.digimine.com
H

Digisoft Computers, Inc
Andrew Davidson
[email protected]
212-687-1810, ext. 105
www.digisoft.com
G

Edcor
John Robertson
[email protected]
248-836-1321
www.edcor.com
F

Edify Corporation
Tim Lerew
[email protected]
408-982-2072
www.edify.com
A, B, D, G

EDS
Mike Littell
[email protected]
888-889-1619
www.eds.com
E, F

eei Solutions
Kirk Cameron
[email protected]
866-334-4877
www.eeisolutions.com
B, D, E, F

eGain Communications
Jennifer Carson
[email protected]/
[email protected]
408-212-3400/888-603-4246
www.egain.com
A, B, C, D, E, H

eGain eService Enterprise (E3) is an Internet-class enterprise interaction management (EIM) solution that enables the Global 2000 to successfully transform phone-based call centers into multichannel contact centers. E3 improves call center productivity through its knowledge management system, reduces incoming calls through Web self-service, manages inbound and outbound e-mail, and enables agents to deliver highly effective online Web site assistance.

Empirix Inc.
Judy Lazaro
[email protected]
781-993-8787
www.empirix.com
B, G

eOn Communications
Tom Buiel
[email protected]
800-955-5321/770-423-2200
www.eoncommunications.com
A, B, D, G

ePartners, Inc.
Joe Basile
[email protected]
978-206-2104
www.epartnersolutions.com
E, G

E.piphany
Brad Wilson
[email protected]
650-356-3800
www.epiphany.com
A, B, C, G, H

EPOS Corporation
Cathy Hennen Floyd
[email protected]
334-321-3767, ext. 7355
www.epos.com
D

Epicor Software Corporation
Greg Horton
[email protected]
503-612-2618
www.clientele.epicor.com
C

eshare communications, Inc.
Rebecca Kelly
[email protected]
866-4eshare
www.eshare.com
A, B, E, F, G

eTelecare International
Natalie Fischer
[email protected]
626-256-7584
www.etelecare.com
F

Eyeris, Inc.
Mark Ebel
[email protected]
303-623-4339
www.eye-ris.com
C

Eyretel Inc.
Angela Peters
[email protected]
800-895-0803
www.eyretel.com
B, C, D, E

Firepond, Inc.
Anne Kelly
[email protected]
781-487-8400
www.firepond.com
A, B

fourthchannel
Dave Kishler
[email protected]
614-283-5007
www.fourthchannel.com
C, E

FrontRange Solutions Inc.
Sales dept.
[email protected]
800-776-7889
www.frontrange.com
B, C, E, G

Fuze Technologies
Shilo Jones
[email protected]
206-447-1889, ext. 207
www.fuze.com
B, C

Genesys Telecommunications Laboratories
Sales dept.
888-GENESYS
www.genesyslab.com
A, B, C, F, G

Getronics
Maggie Klenke
[email protected]
615-399-4594
www.getronics.com
E, F

GMT Corp
Ed Starke
[email protected]
770-559-6210
www.gmtcorp.com
A, B, G

GMT Corp. is the maker of GMT Planet, workforce management software for multimedia and traditional contact centers. GMT Planet schedules to meet service goals while containing labor costs. It features real-time adherence, costing/budgeting, vacation/meeting planners, electronic timesheet capability, and much more.

Grupo Lanka, C.A. (Venezuela)
Elena Carrizo
[email protected]
+58 (212) 959-2411
www.lanka.com.ve
E

GWI Software
Heather Perry
[email protected]
360-397-1000
www.gwi.com
B, E

Harte-Hanks, Inc.
Elizabeth Donovan
[email protected]
800-456-9748
www.harte-hanks.com
E, F

Harte-Hanks' Trillium Software Division
Patricia Mercier
[email protected]
978-436-8900
www.trilliumsoft.com
C

Hipbone, Inc.
Dixie Baker
[email protected]
866-598-4971
www.hipbone.com
B, E

iBasis, Inc.
Sarah Smith
[email protected]
703-620-4700
www.ibasis.net
D, F, G

ICT Group, Inc.
Timothy F. Kowalski
[email protected]
800-201-1085
www.ictgroup.com
A, B, C, D, E, F, G, H

Incentive Systems, Inc.
Corporate sales
[email protected]
1-866-MOTIVE-8
www.incentivesystems.com
C

infoUSA/ CallerID++
Bob Toth
[email protected]
402-593-4698
license.infousa.com
C

Infowavz International
Wasim Shiekh
[email protected]
+91-98211-61727
www.infowavz.com
F

iNOVA Corporation
Frank Ortiz
[email protected]
800-637-1077
www.inovacorp.com
B, G
iNOVA Corporation is the leading provider of real-time messaging and alerting systems capable of capturing data from a variety of sources, and delivering critical information to LED wallboards (made in the U.S.), desktops, displays, wireless devices and more.

Intecom
Katherine Kirkpatrick
[email protected]
972-855-8000
www.intecom.com
D

Integrated Technologies Corporation
Isael E. Lugo
[email protected]
809-788-5566, ext. 4203
F

Intelogistics Corporation
John Crouthamel
[email protected]
877-453-5700
www.intelogistics.net
B, C, D, E, H

Interact Commerce Corporation
Kristina Ford Frankel
[email protected]
480-368-3700
www.interact.com
A, B, E, G

Interactive Intelligence Inc.
[email protected]
317-872-3000
www.inin.com
A, B, D, G, H

InterWorld
Holly Wells
[email protected]
212-301-2500
www.interworld.com
H

Intraspect Software
Kim Arnold
[email protected]
650-246-5414
www.intraspect.com
A, C, E

iSeg Technologies
Jeffrey Phillips
[email protected]
919-676-5289
www.iseg.com
B, C

iSeva Inc.
Deepak Sirca
[email protected]
972-910-7429
www.iseva.com
E, F

Jacada Ltd.
Ann Conrad
[email protected]
770-352-1300
www.jacada.com
B

KANA
Jessica Hohn
[email protected]
650-614-8300
www.kana.com
C, F, G

Kanisa, Inc.
[email protected]
408-863-5775
www.kanisa.com
B, C

Knightsbridge Solutions
Mike Wright
[email protected]
312-577-5242
www.knightsbridge.com
E

Knowlagent
[email protected]
888-566-9457
www.knowlagent.com
B, E

Knowledge Impact
Marketing department
[email protected]
508-651-0800
www.kimpact.com
C

Kramer & Associates
Lyn Kramer
[email protected]
800-281-1400
www.kramerandassociates.com
F

Ksciences
Clint Poole
[email protected]
978-341-0100
www.ksciences.com
F

LivePerson
Tony Pante
[email protected]
212-918-2100
www.liveperson.com
A, B, C, E, G

LeadMaster
Susannah Dyer
[email protected]
866-568-9737
www.leadmaster.com
E, G

Maaya
650-230-0454
www.maaya.com
B

Magic Software Enterprises
Katharine Hanley
[email protected]
949-250-1718
www.magicsoftware.com
E, G

MarketSoft Corp.
Jason Cigarran
[email protected]
781-674-0000
www.marketsoft.com
E, G

Marketswitch Corporation
Jennifer Hawes
[email protected]
877-678-4640, ext. 371
www.marketswitch.com
B, G

Message Time Inc.
Gene Roush
[email protected]
800-210-0074
www.messagetime.com
A, B, D, E, G

Microlog Corporation
Arlene France
[email protected]
301-540-5500
www.mlog.com
A, B, C, D, G, H

Millennium Teleservices
Brad Gelsky
[email protected] or [email protected]
888-252-5689
www.mmtel.com
F

Multiactive Software
Will Anderson
[email protected]
604-601-8065
www.multiactive.com
E, G, H

Noble Systems Corporation
Chris Hodges
[email protected]

888-866-2538/404-851-1331
www.noblesystemscorp.com
A, B, D

Nova CTI, Inc.
John K. Spencer
[email protected]
800-228-2284
www.novacti.com/
www.etelecenter.com
C, D, F

NSDI Teleperformance
Lee Allum
[email protected]
866-673-4871/404-250-9277
www.nsditp.com
F

Oncontact Software Corporation
Margaret Gerstenkorn
[email protected]
262-375-5146
www.oncontact.com
A, B, C, E, G

Onyx Software
Robin Rees
[email protected]
425-519-4023
www.onyx.com
A, B, C, E, F, G

Oracle Corp.
Oracle Product Information and Literature
[email protected]
800-ORACLE-1
www.oracle.com/applications/crm
B, C, E

PAR3 Communications
Mary Anne Gunn
[email protected]
206-902-3907
www.par3.com
B

PeopleSoft, Inc.
Robb Eklund
[email protected]
800-380-7638
www.peoplesoft.com
B, C, D, E, G

Performix Technologies
Tara Faulkner
[email protected]
781-238-3506/877-637-3063
www.performixtechnologies.com
B, G

PipeLive, LLC
Denise Humin
[email protected]
631-630-3260
www.pipelive.com
B

Precision Response Corporation
Angela Brown
[email protected]
888-CALL-PRC
www.prcnet.com
C, E, F, G

Primus Knowledge Solutions
Primus sales division
[email protected]
800-277-4427
www.primus.com
A, B, C, E, G

Pulse Software
Mohan Markandaier
[email protected]
905-415-0010
www.pulsesc.com
D

Pyderion
Sonia Mokbel
[email protected]
514-344-4843, ext. 4005
www.pyderion.com
G

Qsent, Inc.
Neil Grubb
[email protected]
503-889-7000
www.qsent.com
G

Quaero, LLC
Libbie Fischetti
[email protected]
704-414-2193/877-570-2199
www.quaero.com
A, C, E, F

Respond, Inc.
Susan Roper
[email protected]
203-423-7964
www.respond-inc.com
G

RightNow Technologies, Inc.
Michele Manry
[email protected]
406-522-4200
www.rightnow.com
A, B, D, E, F, H

Rockwell Electronic Commerce
Sales
[email protected]
800-416-8199
www.ec.rockwell.com
A, D, H

Sage Software, Inc.
Gerry Ansel
[email protected]
949-754-3503
www.us.sage.com
E

Salesforce.com
[email protected]
415-901-7000
www.salesforce.com
E

Sane Solutions, LLC
C. Decker Marquis
[email protected]
401-295-4809/800-407-3570
www.sane.com
C, H

SAPAmerica, Inc.
Dora Langsbury
[email protected]
610-661-1000
www.sap.com
B, C, E, F, G

SAS
Richard Foley
[email protected]
919-677-8000
www.sas.com
H

SCS
Mike Mitchell
[email protected]
800-727-4155, ext. 317
www.strategicinc.com
B, E, G

Selltis LLC
Brian Gardner
[email protected]
888-578-7874
www.selltis.com
C, E, G

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

ShoWiz
Casey Ng
[email protected]
510-651-0308
www.showiz.com
E, F

Siebel Systems
Sales dept.
800-273-9913/650-295-5000
www.siebel.com
A, B, D, E, F, G, H

Siemens Information and Communication Networks
Suzanne Crow
[email protected]
800-765-6123
www.icn.siemens.com
A, B, D, E

Sound Advantage
Shawn Ashe
[email protected]
949-476-1400
www.soundadvantage.com
A, D, E, G

SpeechWorks International, Inc.
Lauren Richman
[email protected]
com
617-428-4444
www.speechworks.com
D

StayinFront
Sam Barclay
[email protected]
973-461-4800
www.stayinfront.com
A, B, C, D, E, G

Stream International
Robert Dechant 
[email protected]

888-223-8880
www.stream.com
B, F

Support.com
Joi Deaser
[email protected]
877-493-2778
www.support.com
B, H

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

Sykes Enterprises, Inc.
Chuck Sykes
[email protected]
813-274-1000
www.sykes.com
F

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

Synchrony Communications, Inc.
Cheryl Stamm
[email protected]
513-362-5500
www.synchrony.net
A, B, E, F

Syntellect
Sherri Plaum
[email protected]
800-788-9733
www.syntellect.com
B, C, D, E, F

Systems of the Future, Inc.
William Luisi
[email protected]
973-884-2300
www.careusa.com
E, G

Talisma Corp.
Mike McClure
[email protected]
425-897-2900
www.talisma.com
A, B, C, E, F, G

TechExcel, Inc.
Darin Burek
[email protected]
925-871-3900
www.techexcel.com
A, B, C, G

Telera
Sammie Walker
[email protected]
408-626-6817
www.telera.com
D

TeleSpectrum Worldwide Inc.
Dan Cruice
[email protected]
888-878-7400, ext. 7603
www.telespectrum.com
E

Teloquent Communications
Chip Underhill
[email protected]
888-TELOQUENT
www.teloquent.com
A, D, E

Teltone
Cindy Anderson
[email protected]
425-487-1515
www.teltone.com
B, D

Telvista
Clark Hausmann
[email protected]
800-563-9699
www.telvista.com
A, B, C, D, E, F, G

ThinkDirectMarketing, Inc.
Ed Fleiss
[email protected]
888-748-4465
www.tdmdigitaldata.com
H

ThinkSpark LP
Charlie Kodatt
[email protected]
972-560-6338/866-608-7887
www.thinkspark.com
B, C, E, F, G

Torrent Systems
Sales dept.
[email protected]
617-354-8484
www.torrent.com
C, H

Touchtone Corporation
Rich Hall
[email protected]
800-786-8663/
714-755-2810
www.touchtonecorp.com
E

TPG TeleManagement Inc.
Chris Repholz
[email protected]
215-369-0700
www.tpginc.com
C, E, F, G

UniPress Software
Sue Glassberg
[email protected]
800-222-0550
www.unipress.com
A, B, C, E, G

Ulysses Learning
Julie Cochran
[email protected]
com
704-943-5807
www.ulysseslearning.com
F

Vertical Solutions, Inc.
Ron Wegmann Jr.
[email protected]
800-466-0238/
513-891-7997
www.vertsol.com
G

Wheelhouse
Lisa Colli
[email protected]
781-505-3256
www.wheelhouse.com
E, F

Willow CSN Incorporated
Bard Chodera
[email protected]
954-392-2665
www.willowcsn.com
F

Witness Systems
George Johnston
[email protected]
770-754-8651/
888-3WITNESS
www.witness.com
B, C

WorldCom
Sales dept.
800-967-5326
www.wcom.com
A, B, D, F

Worldtrak Corporation
Mike Belongie
[email protected]
952-259-2410
www.worldtrak.com
F, G

ZAMBA Solutions
Meagan Busath
[email protected]
800-677-9783
www.zambasolutions.com
E


[ Return To The November 2001 Table Of Contents ]

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