Inside CRM Comparison Guide: Contact Center Software
Genesys Telecommunications Laboratories Inc. Contact Center Software
Hosted, Hybrid
Oracle Corp. Siebel Contact Center
Premise, Hosted, Hybrid Yes Yes Yes Yes Yes , , Email, fax, Web With Oracle Siebel CRM Yes
Verizon Business IP Contact Center
Premise, Hosted, Hybrid Yes Yes Yes Yes Yes , , Chat, email, fax No No
Contactual Inc. OnDemand Contact Center
Hosted No Yes Yes Yes Yes , Web, chat Yes No
Five9.com Inc. Call Center Suite
Hosted Yes Yes Yes Yes Yes y Internal chat only Yes No
Interactive Intelligence Inc. Customer Interaction Center
Premise, Hosted No Yes Yes Yes Yes , , , Email, Web chat, fax, online Yes Yes
Features Toll-Free Numbers ACD and Routing Auto Attendant Computer Integration IVR Multichannels CRM Integration Cross-Sell Opportunities Quality Monitoring Multichannel Agent Scoring Satisfaction Surveys Interaction Tracking Work Force Management Real-Time Monitoring Whisper/Barge Email Tracking SMS Alerts Knowledge Database Outbound Campaigns Predictive Dialer Campaign Reporting
No Yes Yes Optional Yes Email, chat, video, SMS, Web Yes No
No No No No Yes
No No No Yes Yes
No Yes No Yes Yes
No No No Yes No
No Yes No No No
Yes Yes Yes Yes Yes
No No No No
No No No No
No No No No
No No No Yes
No No No No
Yes Yes Yes No
Yes Yes
No No
No No
No No
Yes Yes
No No
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