inside CRM comparison - contact center software by LTrunk3487

VIEWS: 187 PAGES: 1

									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

Copyright © 2007, Tippit, Inc., All Rights Reserved


								
To top