Customer Relationship Management

CRM 2002 Vendor Guide – Customer Service and Support

Customer Service and Support

CRM Telephony and Infrastructure Providers

Customer Service and Support

The vendor market for customer service and support (CSS) solutions will continue to be unstable through 2003, even in the event of a sharp economic recovery. The rate of technology innovation will continue at a slower pace than the period 1999 to 2001, as venture capitalists and other investors favor higher growth areas (e.g., biotechnology). Enterprises should view CSS as an unstable market dominated by Niche Players and Visionary vendors, as well as "me too" players that are unable to demonstrate leadership across all aspects of customer service and across channels such as wireless, mobile or disconnected, contact center and the Web (see Figure 7). Instead, most of the relevant vendors excel at a particular vertical or core CSS discipline. The CSS vendors that are in Gartner's three areas of coverage — field service automation, Web self service (i.e., e-service) and phone-based customer service — will remain under strong price pressure through 2003; and 80 percent will fail or cease as independent businesses through 2004 (0.7 probability). For more on this, see Gartner Research Note M-16-2215, “CSS Magic Quadrants: Products Continue to Fall Short," 25 April 2002.

CSS Suite	E-mail response	Field service or entitlements	Quality assurance; logging
Amdocs/Clarify Applix Avaya Chordiant Software Cintech Solutions E.piphany Kana Onyx Software Oracle Pegasystems PeopleSoft Pivotal SAP Siebel Systems Talisma WebTone Technologies	Alcatel/Genesys Telecommunications Laboratories Amacis Avaya Banter Chordiant Software Divine eGain Communications Firepond Kana Kanisa Oracle RightNow Technologies Siebel Systems Talisma WebTone Technologies	Amdocs/Clarify Antenna Software Apsolve Astea International ClickSoftware diCarta (contract management) FieldCentrix iMany (contracts) InterGis Intermec Technologies M3i/Cognicase Mobile Data Solutions, Inc. (MDSI) Metrix Oracle PeopleSoft PointServe ServiceCentral Technologies ServicePower Servigistics Siebel Systems Telcordia Technologies ViryaNet WennSoft Wishbone Systems Xelus	ASC Telecom AG Dictaphone e-talk/Teknekron Software Systems Envision Software Eyretel Mercom Systems Nice Systems Thales/Racal Verint Systems Witness Systems
			PRM for service
			Click Commerce Comergent Technologies Siebel Systems

Web collaboration

Web customer self service (i.e., e-service)

A key differentiator in this area is the strength of the knowledge management component.

Aspect Software

Avaya

Chordiant Software

Cisco

eGain Communications

HipBone

Kana

LivePerson

Talisma

Apropos Technology

Avaya

AskJeeves

Banter

Broad Daylight

Chordiant Software

Divine

Edify

eGain Communications

Firepond

InQuira

Interactive Intelligence

Island Data

Kamoon

Kana

Mindfabric

noHold

Oracle

Pegasystems

PeopleSoft

Peregrine Remedy

Primus Knowledge Solutions

Quiq

RightNow Technologies

ServiceWare

Siebel Systems

Talisma

TheBrain Technologies

White Pajama

To better understand the capabilities of the above products, and others, Gartner categorizes them, in addition to the manner above, in several other groupings.

Call center	Financial services in North America	European-focused customer service vendors	European-focused financial services vendors	Call center performance management
AIT Group Amdocs/Clarify Applix Avaya Chordiant Software E.piphany Kana Onyx Software Oracle Pegasystems PeopleSoft S1 SAP Siebel Systems WebTone Technologies	EchoPass (Nice) Experian Finali (eAssist) Fiserv (Precision Direct and Complex Systems) Harland Financial Solutions Harte-Hanks Interelate iSKY (Onesoft and Peppers and Rogers) LivePerson (Live Chat) Metavante (formerly M&I, financial services. Onyx Software is used for contact management) Neteos PeopleSupport Rainmaker Systems Sedona (small and midsize banks)	Altitude Software Amdocs Coheris evosoft eWare Fabasoft Graham Technologies Swallow Information Systems USU Unit4 Tertio Sirius Regware	AIT Group Adito Software Chordiant Software Eontec Eyretel Fineos Touchpaper Software London Bridge Group Marlborough Stirling S1/Point UNiQUARE Financial Solutions	Performix Technologies Blue Pumpkin Software
				Web-based survey solutions
				CustomerSat Custom Research Decisive Technology EZ Survey Guideline Research Marketfacts Perseus Development RapidSurvey Respond Responsetek Networks SurveySaid Survey Select SurveySite SurveySystems WebSurveyor Corp. Zoomerang (Surveysite and Zoomerang are focused on integration to CRM)

Source : Gartner

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Updated on July 2, 2003