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What's new ... FrontRange, Nortel, Siebel, E.piphany

What's new ... FrontRange, Nortel, Siebel, E.piphany

FrontRange

Front Range's call centre gizmo, GoldMine Service and Support, is aimed at small to medium-sized business, typically selling for around $2000 per seat. The idea is to bring the call centre functionality of more complex enterprise systems into an easy-to-use application at a fraction of the cost. Entire rollout, including software, integration and hardware, can be achieved at around $5000 per seat, according to FrontRange.

GoldMine Service and Support is built on a modular structure allowing it to be expanded one department at a time and with other CRM strategies. It also caters to SMEs' tight implementation budgets and timelines by offering rapid return on investment (approximately six to nine months). The application runs on Windows and utilises MS SQL. It also provides core call centre functionality, such as call logging and call escalation, straight out of the box, alleviating the need for any programming skills to customise the screen design or call workflow to an organisation's specific requirements.

FrontRange: 1800 130 031, www.frontrange.com.

Nortel Networks

Nortel's Clarify ClearCallCenter offers a highly tailored solution for the higher end of the market. It's always dangerous to speculate on CRM rollout costs but you're looking at the $250K to $1 million-plus mark, and Novell says the solution is ideal for 20-30 concurrent users.

Nortel prides itself on the flexibility of the Clarify product and just how much the product's functionality can be morphed to the requirements and methodology of an organisation. Users can tailor the system to meet their preferences for display and desktop set-up, including customised screens and field names. They can even overwrite the out-of-the-box commands to perform a completely different function that is centric to their organisation. Workflow is given a high priority, with a powerful engine and unique ownership paradigm to ensure leads never fall through the system.

Another primary differentiator of the Clarify product is the robust BEA middleware which is OEMed into the system. This provides a translation point into third-party software, effectively making it a multi-platform application. In terms of integration, the system has the capacity to extend in any way the user wishes. It comes with both Web-based and client-server installation options, giving it the cost efficiency and ASP potential of the former and the speed and flexibility of the latter.

Clarify can reside in an MS SQL, Oracle, Universal Database (UDB) or Sybase environment, while drawing and reading data from all these systems and more.

Nortel Networks: (02) 8870 8000, www.nortelnetworks.com.

Siebel Systems

Siebel has recognised that customers will interact with an organisation through a number of "touchpoints", be it phone, Web, e-mail or face to face, and has sought to centralise this data in its CRM products.

Thus, Siebel Call Center offers a unified agent desktop that handles multimedia interactions using a single user interface. This ensures that each agent has complete knowledge of every interaction regardless of the channel of communication.

Siebel Call Center allows agents to capture and display contact information, problem descriptions, problem categorisation, severity classification,prioritisation, and complete status tracking with open and closed dates and times.

The user has immediate access to information about the customer's operating environment, profile, service-level agreement (SLA) and return material authorisations (RMAs). This means service orders can be processed, tracked and fulfilled with minimum grief.

Sales and service agents can manage and find information and solutions using Siebel Call Center's integrated problem-resolution technologies, which include related case analysis, diagnostic Q&A that offers decision-tree traversal, and powerful, integrated full-text retrieval and searches.

Typically a high-end solution (500K and upwards), Siebel Call Centre is surrounded by an intense range of peripherals that handle every aspect of a company's CRM, from accounts, telesales and marketing campaigns though to workflow and management issues.

Siebel: (02) 9012 3100, www.siebel.com.

E.piphany

E.piphany's Call Management is an optional module of the complete E.piphany Service Centre, which means it has multiple channel communication functionality - phone, e-mail, fax, Web, text chat and collaboration. The solution is built for the mid-to-high sector, dominating the space just under big guys Siebel, Nortel and Vantive (PeopleSoft), and is priced accordingly.

The application boasts full call control, with control buttons appearing on screen. Inbound calls "screen pop" a browser window that is pre-populated with the customer's information and comes with packaged CTI connectors that link to third-party CTI products.

The Web-based architecture enables enterprise-class scalability and thin-client deploaccounts, telesales and marketing campaigns though to workflow and management issues.

Siebel: (02) 9012 3100, www.siebel.com.

E.piphany

E.piphany's Call Management is an optional module of the complete E.piphany Service Centre, which means it has multiple channel communication functionality - phone, e-mail, fax, Web, text chat and collaboration. The solution is built for the mid-to-high sector, dominating the space just under big guys Siebel, Nortel and Vantive (PeopleSoft), and is priced accordingly.

The application boasts full call control, with control buttons appearing on screen. Inbound calls "screen pop" a browser window that is pre-populated with the customer's information and comes with packaged CTI connectors that link to third-party CTI products.

The Web-based architecture enables enterprise-class scalability and thin-client deployment, as well as an increased level of compatibility with surrounding software and hardware.

Users can do real-time mining to analyse customer information to determine any optional offers they maybe interested in, and the software's self-learning analytics automises common operations to increase efficiency.

E.piphany: (02) 9492 1200, www.epiphany.com.


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