CRM Vendors

Long-lived suites with roots in the front-office

• Siebel www.oracle.com/siebel
• Oracle (Oracle CRM, PeopleSoft, Vantive, JD Edwards) www.oracle.com
• Amdocs (Clarify) www.amdocs.com

Other players

• SAP, a traditional ERP vendor http://www.sap.com
• Epiphany (marketing automation and analytics; include the Octane products) www.epiphany.com
• Kana (mix of high-range and mid-range products for service tracking) www.kana.com

Mid-Range Vendors

Traditional Vendors

• FrontRange (includes GoldMine, a sales-tracking tool and HEAT, a support-tracking tool) www.frontrange.com
• Onyx (www.onyx.com), Pivotal (www.pivotal.com), and SalesLogix (now owned by Best Software www.bestsoftware.com) have roots on the sales side but also offer support-tracking functionality. Saratoga Systems (www.saratogasystems.com) is another, smaller player.

Other Vendors

• Salesforce.com: ASP from the sales side with basic support-tracking functionality www.salesforce.com
• RightNow Web: support-tracking tool with integrated knowledge base and self-service functionality; ASP and licensed www.rightnowtech.com
• Microsoft, the giant gorilla in the mid-range www.microsoft.com

Specialty Vendors

• Chat: Cisco Web Collaboration Option (www.cisco.com)
• Traditional knowledge base management: Primus (www.primus.com)
• High-eng, AI-based knowledge base management Knova (part of Consona) www.consona.com;  Inquira www.inquira.com
• Wikis: see comparison chart at http://wiki.splitbrain.org/wiki:compare
• Workforce management: Bluepumpkin (part of Witness)  www.bluepumpkin.com
• Monitoring tools Nice, Witness www.nice.com, www.witness.com

 

 

 

 

 

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