1 Interop Atlanta 99 C20 © David Strom Inc. Running a web- based customer support center presented...

1 Interop Atlanta 99 C20© David Strom Inc.

Running a web-based customer support center

presented by:

David StromDavid Strom, Inc.(516) [email protected]


Different Approaches

Inbound email response management Web call center support Web FAQ query Overall help desk back office management


Overall Trends

These approaches are getting less distinct XML becoming the lingua franca for many

applications Big players such as SAP, PeopleSoft, Oracle,

Siebel entering this arena Mergers and acquisitions are everywhere


Inbound Email Response Issues

Works with existing email infrastructure? Works with call center applications? How difficult to setup and customize

applications?


Inbound Email Response Vendors

Reponsys Mustang IMC eGain Delano Technologies Diffusion Kana Brightware Adante


Web Call Center Support Issues

Manage audio via phone and Internet? Works in near real time? Can accommodate voice, fax, e-mail and Web-

based responses? How to prioritize and block calls?


Web Call Center Support Vendors

Webline Vantive PhoneMe Clarify


Web FAQ Query Issues

How to import existing data How to interact and search data Can visitors post their own queries?


Web FAQ Query Vendors

Motive Right Now Web


Overall Help Desk Back Office Issues

Integrate into existing corporate data structures?

How are inbound responses tracked and managed?


Overall Help Desk Back Office Vendors

Knowlix Silknet Software Remedy


Panelists

Mark Demarest, Kronos Inc. [email protected]

Brian Wrage, Canon USA, [email protected]

1 Interop Atlanta 99 C20 © David Strom Inc. Running a web- based customer support center presented...

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