Customer Service by Pegasystems
THE #1 CUSTOMER SERVICE SOLUTION FOR THE ENTERPRISE
Customer service delivery is changing at an unprecedented pace with new channels, devices, products and regulations, combined with dramatically increased customer and shareholder expectations. With Pega, the world's leading service organizations engage customers with omnichannel service, simplify the experience for customer service representatives, and make change a strategic advantage.
Deliver a consistent experience through omnichannel service delivery. Customers move seamlessly amongst channels without any loss of context.
Zendesk by Zendesk
Zendesk is software for better customer service
Better customer service starts with better communication
Zendesk brings all your customer conversations into one place.
The fastest path to better communication
Zendesk streamlines your support with time-saving tools like ticket views, triggers, and automations. This helps you get straight to what matters most — better customer service and more meaningful conversations.
Create one beautiful destination for all your customer self-service needsServe up customer service with an online destination for 24/7 support to help your customers answer their own questions. With Help Center you can build a knowledge base, community, and customer portal that fits in seamlessly with your brand in a matter of minutes.
BRANDING & CUSTOMIZATIONS
Make Zendesk your own
Transform your Zendesk to match your brand. With familiar customization tools, you can tailor the look-and-feel in minutes.
REPORTING & ANALYTICS
Zendesk puts powerful data at your fingertips
Measure your customers' satisfaction and your support team’s performance. You can even measure your entire organization’s performance against others in your industry with the Zendesk Benchmark.
APPS & INTEGRATIONS
A flexible platform that plays nice with others
Customer service is a team effort. Luckily there are over 100 apps that plug into Zendesk, so you can unite your business by integrating your favorite tools. And for custom integrations, you can take advantage of Zendesk's robust API.
CRMnext by CRMnext
Increase customer satisfaction and reduce cost by empowering customers for self-service.
Knowledge base for customers
Share tips, tutorials and troubleshooting literature to help customers self service themselves. This will reduce servicing costs significantly and also improve customer satisfaction.
Capture service requests
Capture service requests directly from the self-service portal, resolve them at a faster rate and share updates with the customers on the self service portal.
Display sales offers
Based on the customer's profile, product holding, purchase patterns etc. display sales offers and provide a fast track fulfilment process. This will boost cross selling opportunities.
Capture sales leads/referrals
Capture sales leads through the self-service portal and assign them to the concerned teams. Keep the customer updated on the fulfilment status.
Announcements and notifications
Important announcements and notifications can be shared with the customers to increase trust.
100% UI-based customizable layouts
Easy-to-use and customizable layouts based on customer segment to increase user adoption.
Easy to use admin panel
Control access permissions, layouts and information available to the customers through a simple interface.
Eptica Self-service™ by Eptica
When customers are browsing the Internet, gathering information about their available choices, Eptica Self-service™ gives your Web site the customer service advantage so they stop searching and find the answers they need.
Eptica Self-service™ is powered by an intelligent meaning based search engine, using our new linguistics features to understand the deeper meaning of your customers’ questions in order to deliver the most accurate answer from a knowledgebase - enabling your customers to answer their own questions through your Web site or Mobile Application.
Eptica’s unique powerful linguistics features and flexible Self-service deployment options opens new ways of selecting and presenting information to your customers.
Eptica enables your Web and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.
SugarCRM by SugarCRM
SugarCRM gives every user - whether in sales, marketing, or support - the power to create extraordinary customer relationships.
Capture Every Sales Opportunity
Transform your sales with the information you need to put your customers first. Sugar UX™ gives you contextual intelligence for better, faster, and smarter decisions. With Sugar's complete customer view you'll be prepared to engage with each account, build stronger relationships, and enjoy greater sales success.
360-Degree View of Your Customers
Sell proactively and avoid surprises by knowing what matters to your accounts and contacts, when it matters. Know your accounts inside and out with 360-degree customer activity history across the extended selling enterprise. Understand what matters to your key contacts and when to engage with smarter account intelligence based on cross-channel and social media activity.
Sell with the power of the collective enterprise. Get every resource you need when you need it. Connect in real time with experts across your organization, collaborate and share winning practices to accelerate every stage of the deal cycle.
Sell based on relationships. Leverage social networks to expand your prospecting and contact networks. Track key selling opportunities across social sites and respond directly from your CRM system. Manage all social interactions along with your other communications in the context of your CRM system. Sugar is fully Social CRM ready.
Sell anywhere and stay on top of your leads and opportunities, meetings or calls -- across any mobile device. Move seamlessly between your mobile and desktop app to stay on top of every deal wherever you are.
Real Time Pipeline Management
Sell on time with real time, personalized access to every deal in the pipeline. Track early indicators and changes affecting your pipeline so you can stay ahead of your forecast, spend time where it counts, and meet your sales targets.
Workflow and Approvals
Sell more by automating your day-to-day tasks. Automatically drive deal change alerts, route leads to teams, communicate with prospects, assign opportunities, and monitor account activity.
Email, Calendar, and File Management
Sell using your favorite applications with Sugar’s built-in email integration for Microsoft Outlook, Gmail, IBM Lotus Notes, Yahoo! Mail, and IMAP based email servers. Sugar also comes with a wide range of collaboration integrations right out of the box. You can easily integrate Sugar with Google apps (Google Docs, Google Calendar, Google Contacts) and Box.com.
Sell smarter. Sugar’s customizable intelligence panes, reporting, and dashboards provide you with real-time information about your pipeline, progress to quota, key opportunity and account activity, and rep performance. Sugar reports and dashlets can be personalized for every user, on every screen, so the sales professional is always armed with the selling and customer insight they need to drive results.
Sell more with account and contact information from leading business aggregators like D&B. You’ll always have the latest information on your contacts and their relationships so you’re aware and informed whenever you engage 1:1 with your accounts.
Service Cloud by Salesforce.com
Always on, always connected.The future of customer service is here.
Built on the Salesforce1 Platform, Service Cloud allows you to deliver revolutionary customer service from anywhere, anytime, on any device. So you can embed one-touch service directly into products. It’s the full power and functionality of Service Cloud wherever you are.
Whether you're on your desktop or on the go, you have everything you need to be more productive, resolve more cases, and satisfy your customers.
ePowerCenter by Astute Solutions
The preferred CRM solution for the world’s most recognized brands
ePowerCenter is proven, award-winning case management software for the contact center that creates cost efficiencies and improves customer interactions — all through a single, intuitive user interface. And it comes with a mobile app option!
Maximize efficiency and reduce costs
Reduce call handle times by presenting your agents with a comprehensive view of the customer’s interaction history across all channels. This allows your agents to address issues quickly and thoroughly on first contact. And reduce your agents’ training and ramp-up times significantly.
Increase customer satisfaction and loyalty
Deliver added value to your customers’ experience. Give your agents instant access to contextual information about the customer. Enable them to deliver personalized follow up letters and emails. They’ll also have the ability to address customer complaints quickly and easily through the use of checks and coupons. Capture special information like birthdays, favorite items and more.
Set your own thresholds to detect, manage and resolve issues early on to avoid the threat of litigation. Create audit trails easily to ensure compliance in regulated industries.
Produce better customer insights
Use our Repeater and Goodwill analysis to quickly identify trends and specific customer insights into unexpected changes or consequences resulting from the use of your products and services.
Amdocs Customer Management by Amdocs
IT'S ALL ABOUT THE CUSTOMER EXPERIENCE
Service providers today are facing intense competitive challenges from other operators, over-the-top (OTT) players and device manufacturers. The only way service providers can retain and grow their customer base is by creating differentiation via a simplified customer experience across all assisted and unassisted channels. The Amdocs Customer Management portfolio is geared to help service providers optimize their current sales and service processes, as well as leverage valuable customer insight to proactively address emerging issues before they reach customers.
In the past, many service providers were focused on differentiating their network quality, attractive pricing or the cool devices they offered. Today, most service providers understand that these aspects, while important, do not guarantee customer satisfaction and loyalty. The only way to stay ahead of traditional competitors, as well as the new breed of competitors (OTT application developers such as Viber and Skype; device manufacturers, such as Apple and Samsung, etc.) is by delivering a great customer experience. And since the world of communications has become a blizzard of choice with complex combinations of products, services and applications, the best way service providers can differentiate is by simplifying the customer experience.
Oracle Service Cloud by Oracle
To thrive in today's customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. Oracle Service Cloud combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. The enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery.
Oracle Siebel CRM by Oracle
The world's most complete customer relationship management (CRM) solution, Oracle's Siebel CRM helps organizations differentiate their businesses to achieve maximum top-and bottom-line growth.
Siebel delivers a combination of transactional, analytical, and engagement features to manage all customer-facing operations. With solutions tailored to more than 20 industries, Siebel CRM delivers comprehensive on premise and on demand CRM solutions that are tailored industry solutions with role-based customer intelligence and pre-built integration.
KANA Express by KANA
KANA Express provides multichannel customer service and end-to-end customer experience management for mid-sized companies with an on-line focus, and helps them get rapid, affordable access to web customer service and contact center technology.
KANA Express is designed to provide growing businesses a connected presence across channels, full control of service costs, and advanced capabilities often found in only high-end enterprise solutions, but with affordable pay-as-you-go pricing. With KANA Express businesses build better customer relationships and fine-tune their customer interactions for better business outcomes. KANA Express is a true cloud solution, which avoids the overhead of complex in-house service operations since it’s offered via the popular software-as-a-service (SaaS) model. This means it’s rapid to implement, easy to use, flexible and scalable allowing you to focus on your business growth and online success.
KANA Enterprise by KANA
Built on context-aware service oriented architecture (SOA), KANA Enterprise delivers a powerful and adaptable customer service platform that surfaces a series of knowledge-infused processes and capabilities through multiple channels so you can deliver customer experiences that count.
KANA Enterprise is favored by many of the world’s largest enterprises who are looking to transform their complex business requirements into effective customer experiences. It does this by ensuring that context is never lost and that answers are always accurate and consistent as customers traverse interaction channels and engage through multiple experiences. Whether it’s the agent experience within the contact center, the web experience within your online presence, social experience or increasingly the mobile experience, KANA Enterprise ensures effective customer service processes are easily designed, orchestrated across departments, systems, and channels and updated on the fly to ensure the customer journey remains a positive experience. KANA Enterprise represents the next generation of agile customer service and the future of customer experience.
Engage with your customers on social media
Social media has created new channels for the way customers want to interact with you. Are you adequately prepared to find relevant messages, handle tens of thousands of them, and respond intelligently within minutes? Using SAP Cloud for Social Engagement you can deliver a great customer experience by listening to and engaging with your customers where they like to hangout. Find the most critical messages, and use enterprise data to glean customer insight. Then collaborate within your team or across the organization to resolve issues efficiently and effectively.
Social Media Analytics by Lithium Technologies
Measure and improve performance to drive business value
Track and analyze team performance over social support channels.
Gain deep insight to create vibrant communities and drive business value
Social web analytics
Measure team performance and address backlogs by adjusting routing priorities in real-time from within a single application.
Measure agent performance
Real-time metrics provides managers and supervisors immediate visiblity into agent workload, response times, and KPIs.
Monitor workgroup performance
Real-time dashboards show the big-picture so managers can quickly spot bottlenecks and re-allocate staff to manage workloads.
Customize social reports and exports
Create your own reports based on unique business requirements and time ranges. Or export the raw data for manipulation in other business intelligence (BI) tools.
Social Media Management by Lithium Technologies
Manage social conversations at scale
Use Lithium’s social media management tool, Lithium Social Web, to manage the explosion of social responses without sacrificing quality.
Designed for social customer service
Role-based screens give agents, supervisors, managers and publishers unique functionality for each role.
Unified social Inbox
Goodbye to cumbersome columns and stacks. Agents work from a single, unified inbox. No guesswork required.
Post content, social pictures and video to create more dynamic interactions with customers. Monitor the success of your posts with at-a-glance metrics.
Create cases, view customer profiles, and track complete interaction histories. Never lose site of the larger customer picture.
Speed agent response times and standardize replies using the built-in knowledge base and response templates.
Social posts are automatically routed to the best agent based on pre-defined skill sets. Easily reassign posts to another agent or work queue.
Find the conversations that matter—fast
Every incoming social post is automatically routed to the most appropriate work queue or agent for prompt resolution based on criteria you define.
Posts receive language, source, and content tags so messages land in the correct work queue. Gone are the days of manually assigning each post. That gets old. Really fast.
Notification & alerts
Set up email and mobile notifications. Receive immediate alerts when messages, priorities, or work queues change.
Business is global. So is social. Lithium Social Web provides out-of-the-box detection for more than 25 languages.
Consistency counts. Lithium Social Web will always route customer replies back to the original agent before looking for another available agent.
Posts are scanned and assigned priorities based on customized keywords so agents work the most important issues first.
NICE Customer Interaction Management by Nice Systems
NICE Customer Interaction Management Solutions
Getting You Closer to Your Customers
NICE solutions enable you to capture customer interactions, analyze Big Data, act on insights and impact interactions in real time. The result: the right experience delivered in every interaction, across all customer touchpoints, and a better bottom line. Driven by deep domain expertise, our solutions deliver industry best practices, pre-built content and closed-loop workflows to allow rapid implementation, and provide quick and continuous business value in the most critical areas of your business.
Bpm'online service by bpm'online
Bpm'online service is a cloud application with out-of-the-box processesfor full-cycle service management:
Leverage built-in processes - bpm'online service offers out-of-the-box processes based on industry best practices. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence.
Manage omnichannel communications - personalize communications with your clients using bpm’online service. Manage all client requests in a single view no matter what channel they came from: phone, email, chat, social network or customer portal.
Engaging interface that users love - work is a pleasure with bpm’online service's clean and easy to use interface. The system provides effortless access to features and information regardless what device that is being used: phone, tablet or laptop. Thanks to the contextual display of information, you’ll see only the data needed for the current task, concentrating your attention on what’s important.
Microsoft Dynamics CRM by Microsoft
Customer relationship management (CRM) can help reduce costs and increase profitability by organizing and automating business processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields.
CRM solutions can deliver ROI through marketing automation, customer service, and sales force automation. Deliver amazing customer experiences every time. Microsoft Dynamics CRM helps you turn every customer into a happy customer. Watch the Microsoft Dynamics Global Premiere Event to learn more about Microsoft Dynamics CRM 2013.
Microsoft Dynamics CRM offers both on-premise and cloud-based CRM solutions to meet your unique business needs. We also offer mobile CRM apps and platforms that allow you to manage your customer relationships on your mobile devices, and tools that integrate data and reporting from social media directly into your CRM application.