inside CRM comparison - contact center software

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