Browse the Provider Directory
|
|
| Provider |
eGain Communications
Sunnyvale, CA
(888) 603-4246 |
Firepond
Waltham, MA
(800) 396-0663 |
FrontRange Solutions
Colorado Springs, CO
(800) 776-7889 |
Genesys
Daly City, CA
(888) 436-3797 |
Group 1 Software
Lanham, MD
(800) 368-5806 |
|
Sales/Marketing Contact |
Max Fiszer
(408) 212-3400 |
Eric Snow
(781) 487-8400 |
Michele Reser
(719) 278-7102 |
Dana Dye
(415) 437-1100 |
Linda Flynn
(301) 918-0727 |
|
Product Name |
eGain eService Enterprise |
SalesPerformer Suite, eService Performer Suite |
GoldMine, HEAT |
Genesys Suite 6 |
Data Quality, Marketing Automation |
| Features and Functions |
|
Sales Campaign Management |
√ |
√ |
√ |
NA |
NA |
|
Delivery Channel Selection |
√ |
NA |
√ |
NA |
NA |
|
Online Campaign Management |
√ |
NA |
NA |
NA |
NA |
|
Offline Campaign Management |
√ |
NA |
√ |
NA |
√ |
|
Opportunity Management |
NA |
√ |
√ |
NA |
NA |
|
Sales Lead Management |
NA |
NA |
√ |
NA |
NA |
|
Account Management |
NA |
√ |
√ |
NA |
NA |
|
Contact Management |
√ |
√ |
√ |
√ |
NA |
|
Activity Tracking |
√ |
√ |
√ |
NA |
NA |
|
Message Broadcasting |
√ |
NA |
√ |
NA |
NA |
|
Problem Description and Categorization |
√ |
NA |
√ |
NA |
NA |
|
Prioritization |
√ |
√ |
√ |
NA |
NA |
|
Status Tracking |
√ |
√ |
√ |
NA |
NA |
|
Marketing Campaign Management |
√ |
NA |
√ |
NA |
√ |
|
Loyalty Programs |
√ |
NA |
NA |
NA |
√ |
|
Customer Profiling |
NA |
√ |
√ |
NA |
√ |
|
Segmentation |
NA |
NA |
√ |
√ |
√ |
|
Personalization |
√ |
√ |
√ |
√ |
NA |
|
Analytical Capabilities (including data mining) |
NA |
√ |
√ |
NA |
√ |
|
Reporting Tools |
√ |
√ |
√ |
√ |
√ |
|
Workflow Automation |
√ |
√ |
√ |
√ |
NA |
|
Call Scripting |
NA |
NA |
√ |
√ |
NA |
|
Dynamic Scripting |
√ |
NA |
NA |
NA |
NA |
| Vertical Market Support |
|
Retail |
√ |
NA |
√ |
√ |
√ |
|
Distribution |
√ |
NA |
√ |
NA |
NA |
|
Manufacturing |
√ |
√ |
√ |
√ |
NA |
|
Financial Services |
√ |
√ |
√ |
√ |
√ |
|
Hotels/Restaurants |
NA |
√ |
√ |
NA |
√ |
|
Entertainment/Gaming |
√ |
NA |
√ |
NA |
√ |
|
Telecommunications/Utilities |
√ |
√ |
√ |
√ |
√ |
|
Cable TV/Internet Service Providers |
√ |
NA |
√ |
NA |
NA |
|
Other |
|
Insurance |
|
Insurance |
|
| Operating System Support |
|
Windows 2000 |
NA |
NA |
√ |
√ |
√ |
|
Windows NT |
√ |
√ |
√ |
√ |
√ |
|
Windows XP |
NA |
NA |
√ |
NA |
√ |
|
Sun Solaris |
√ |
√ |
NA |
√ |
√ |
|
IBM AIX |
NA |
√ |
NA |
√ |
√ |
|
HP UX |
NA |
NA |
NA |
√ |
√ |
|
Linux |
NA |
NA |
NA |
NA |
√ |
| Databases |
|
Oracle |
√ |
√ |
Support for HEAT only |
√ |
√ |
|
DB 2 |
NA |
NA |
NA |
NA |
√ |
|
Sybase |
√ |
NA |
NA |
NA |
NA |
|
Microsoft SQL Server |
√ |
√ |
√ |
√ |
NA |
| Hardware Platform Support |
|
Mainframe |
NA |
NA |
NA |
NA |
NA |
|
Windows/Intel Industry Standard Architecture |
√ |
√ |
√ |
√ |
NA |
|
IBM iSeries |
NA |
√ |
NA |
√ |
NA |
|
Sun Sparcserver |
√ |
√ |
NA |
√ |
NA |
|
Hewlett-Packard |
NA |
NA |
NA |
√ |
NA |
| Links to ERP Platforms |
|
SAP |
NA |
√ |
NA |
√ |
NA |
|
Oracle |
√ |
NA |
NA |
√ |
NA |
|
PeopleSoft |
NA |
NA |
NA |
√ |
NA |
|
J.D. Edwards |
NA |
NA |
NA |
NA |
NA |
|
Other |
|
|
|
Siebel |
|
| Wireless Access |
|
Links to Pagers |
√ |
NA |
√ |
NA |
NA |
|
Cell Phones |
√ |
NA |
NA |
NA |
NA |
|
Handheld Computers |
√ |
NA |
√ |
NA |
NA |
| Integration with… |
|
Fax |
NA |
NA |
√ |
√ |
NA |
|
E-mail |
√ |
√ |
√ |
√ |
NA |
|
Instant Messaging |
NA |
√ |
NA |
NA |
NA |
|
Web Sites |
√ |
√ |
√ |
√ |
√ |
| Middleware Communications |
|
|
√ |
√ |
NA |
√ |
NA |
| Integration with Marketing Data Warehouse |
|
|
√ |
NA |
NA |
√ |
√ |
| Deliverable Through Web-Based ASP |
|
|
√ |
NA |
√ |
√ |
√ |
| Multiple Site Support |
|
|
√ |
√ |
√ |
√ |
NA |
| Security Features |
|
Firewalls |
√ |
√ |
NA |
√ |
NA |
|
Encryption |
NA |
NA |
√ |
NA |
NA |
|
Password Access |
√ |
√ |
√ |
NA |
NA |
| Annual Sales |
|
|
$10 Million
to $100 Million |
$10 Million
to $100 Million |
$1 Million
to $100 Million |
$100 Million
to $500 Million |
$10 Million
to more than $1 Billion |
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