Transcript Turning Momentum into Dominance

Running a webbased customer
support center
presented by:
David Strom
David Strom, Inc.
(516) 944-3407
[email protected]
Interop Atlanta 99 C20
© David Strom Inc.
1
Different Approaches
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Inbound email response management
Web call center support
Web FAQ query
Overall help desk back office management
Interop Atlanta 99 C20
© David Strom Inc.
2
Overall Trends
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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
Interop Atlanta 99 C20
© David Strom Inc.
3
Inbound Email Response Issues
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Works with existing email infrastructure?
Works with call center applications?
How difficult to setup and customize
applications?
Interop Atlanta 99 C20
© David Strom Inc.
4
Inbound Email Response Vendors
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Reponsys
Mustang IMC
eGain
Delano Technologies
Diffusion
Kana
Brightware
Adante
Interop Atlanta 99 C20
© David Strom Inc.
5
Web Call Center Support Issues
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Manage audio via phone and Internet?
Works in near real time?
Can accommodate voice, fax, e-mail and Webbased responses?
How to prioritize and block calls?
Interop Atlanta 99 C20
© David Strom Inc.
6
Web Call Center Support Vendors
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Webline
Vantive
PhoneMe
Clarify
Interop Atlanta 99 C20
© David Strom Inc.
7
Web FAQ Query Issues
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How to import existing data
How to interact and search data
Can visitors post their own queries?
Interop Atlanta 99 C20
© David Strom Inc.
8
Web FAQ Query Vendors
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Motive
Right Now Web
Interop Atlanta 99 C20
© David Strom Inc.
9
Overall Help Desk Back Office Issues
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Integrate into existing corporate data
structures?
How are inbound responses tracked and
managed?
Interop Atlanta 99 C20
© David Strom Inc.
10
Overall Help Desk Back Office Vendors
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Knowlix
Silknet Software
Remedy
Interop Atlanta 99 C20
© David Strom Inc.
11
Panelists
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Mark Demarest, Kronos Inc.
[email protected]
Brian Wrage, Canon USA,
[email protected]
Interop Atlanta 99 C20
© David Strom Inc.
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