E-commerce products and services roundup. (Product and Services Selection Guide).Product Category Key A = Web callback/callthrough products B = Web-based payment and security products C = Clickstream The trail of mouse clicks made by a user performing a particular operation on the computer. It often refers to linking from one page to another on the Web. analysis software D = Chat/instant messaging products E = Collaborative browsing/screen sharing technologies Although the hysteria concerning e-commerce may be a footnote to history at this point, e-commerce is still alive and well, though it generates fewer headlines than it did a few years ago. Consumers and businesses continue to purchase a variety of products online, and the companies that offer the products and services continue to refine their e-commerce business models to help make the process as streamlined as possible. Though there are many companies that offer products and services that enable e-commerce, the editors of Customer Inter@ction Solutions[R] asked a small cross-section of them to share their latest and greatest technologies with readers. Acapel Walter Bockl bockl@acapel.com 408-441-8811 www.acapel.com Products: KISARA Contact, KISARA for CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , KISARA for Siebel Categories: A, E Using Acapel's KISARA for CRM, the contact center can accept inbound Web calls in addition to standard PSTN-based phone calls via a custom or packaged CRM application. KISARA Contact enables simultaneous real-time screen interaction and voice communication over the Internet between a contact center and a customer's Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. . The KISARA Office VoIP System provides a tool for communication over IP networks, through LAN (Local Area Network) A communications network that serves users within a confined geographical area. The "clients" are the user's workstations typically running Windows, although Mac and Linux clients are also used. integrated telephone circuits and PBXs and over PSTN (Public Switched Telephone Network) The worldwide voice telephone network. Once only an analog system, the heart of most telephone networks today is all digital. In the U.S. . Accrue Software Paul Mudlaff Paul.mudlaff@accrue.com 510-580-4500, ext. 4515 www.accrue.com Product: Accrue G2 Category: C Accrue G2 is a technologically advanced, highly scalable analysis platform. Built using Accrue's own best-of-breed analysis technology for data collection, analysis and reporting, G2 differentiates itself by providing superior performance, accuracy and flexibility to even the world's largest online business initiatives. It provides businesses with the analytics they need to acquire customers, build customer value, retention and loyalty, increase revenues and optimize the impact of the Web. Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. , Inc. Sales sales@cisco.com 800-553-6387 www.cisco.com Products: Cisco Collaboration Server (CCS (1) (Common Channel Signaling) A communications system in which one channel is used for signaling and different channels are used for voice/data transmission. Signaling System 7 (SS7) is a CCS system, also known as CCS7. See SS7. ), Cisco Media Blender (CMB Noun 1. CMB - (cosmology) the cooled remnant of the hot big bang that fills the entire universe and can be observed today with an average temperature of about 2. ) Categories: A, E The Cisco Collaboration Server enables customers to interact with agents over the Web while conducting a voice (telephone or VOIP) or text chat conversation. Agents and customers can share Web pages, complete online forms in a collaborative fashion and share Windows desktop applications using their Web browsers The following is a list of web browsers. Historical Historically important browsers In order of release:
eGain Communications Jack Chawla jchawla@egain.com 408-212-3671 www.egain.com Product: eGain Live Web (includes eGain Interact, eGain Live and eGain Meeting) Category: E eGain Live Web enables companies to deliver live assistance to online customers and prospects. The solution ensures that online customers are connected seamlessly to the right agent every time, even if the customer is using a specialized browser or connecting from behind a firewall. Some of the specific features include browser sharing, forms collaboration, screen capture and Web callback The initiation of a call to a call center from a Web page. The user clicks a button on the page, and the response can be processed in several ways: (1) it can link the customer to a form that is filled out to schedule a callback, (2) it can generate an Internet telephony connection technologies. eHelp Corporation (company) eHelp Corporation - A vendor of Microsoft Windows application development tools such as RoboHELP and RoboDemo. EHelp were formerly (around 1997) Blue Sky Software. eHelp Home. Address: 7777 Fay Avenue, Suite 201, La Jolla, CA 92037, USA. Jennifer Pearce jpearce@ehelp.com 800-459-2356 www.ehelp.com Product: RoboAssist Category: A RoboAssist offers affordable self-service software that can be deployed in less than a day. With RoboAssist, customers can use a natural language search to find correct answers to their questions quickly and easily. RoboAssist improves support quality and decreases costs by minimizing live calls, e-mail and chat sessions. E.piphany Jamie Fiorda jfiorda@epiphany.com 650-356-3800/877-764-4163 www.epiphany.com Product: E.piphany E.6 Category: C, D E.piphany E.6 provides a complete suite of software products to help companies achieve success in the customer economy. Each product is 100 percent Internetarchitected on an integrated platform to ensure ease of use, deployment and maintenance. Using an intuitive Web interface, business users can navigate step by step through each of E.piphany's products. E.piphany's integrated architecture uses common metadata throughout the system, which minimizes user confusion and administrative overhead. Fireclick, Inc. Alison Williams alisonw@fireclick.com 650-917-6728 www.fireclick.com Product: Netflame2 Category: C Netfiame combines content acceleration, Web analytics and Web performance monitoring into a single application service called Web Experience Management that requires no hardware, software or ongoing maintenance. Netfiame improves the Web experience by accelerating the delivery of Web pages by two to ten times faster through unique predictive caching technology. Netfiame's Realtime Insite reporting tools provide realtime and historical reports on traffic patterns, site performance statistics and customer demographic statistics Among the kinds of data that national leaders need are the demographic statistics of their population. Records of births, deaths, marriages, immigration and emigration and a regular census of population provide information that is key to making sound decisions about national policy. , and provides an outsourced and streamlined log-file aggregation service. IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) Alise McNeill alisem@us.ibm.com 919-254-6262 www-3.ibm.com/software Products: IBM WebSphere Commerce IBM WebSphere Commerce is a next-generation e-commerce software solution. It is the single, unified platform which offers the ability to do business directly with consumers (B2C), with businesses (B2B), and indirectly through channel partners (indirect business models), or all of , WebSphere Commerce Analyzer Categories: B, C IBM WebSphere Commerce, IBM's open, standards-based e-commerce solution, was designed to allow companies of all sizes to compete on a level playing field See net neutrality. . Flexible, scalable and secure, IBM e-commerce solutions give users a solid platform to get their sites up and running quickly and cost-effectively, use virtual teaming and project management through new collaboration functionality, establish and sustain customer relationships, conduct secure e-business on a global scale, reduce sourcing and transaction costs Transaction Costs Costs incurred when buying or selling securities. These include brokers' commissions and spreads (the difference between the price the dealer paid for a security and the price they can sell it). and streamline purchasing processes. WebSphere Commerce Analyzer provides sales, marketing and business organizations with information on customers and purchases. WCA/Adv is completely integrated with WebSphere Commerce Suite and comes pre-configured to answer key questions on sales/orders, campaigns, shoppers. Web store traffic, external referrals, product advice and navigation. Influence One Jeff Gottesman jeff.gottesman@influenceone.com 877-273-1128 www.influenceone.com Product: VoiceClick Category: A VoiceClick allows online customers and call center agents to talk and collaborate in real-time. Users simply click on a VoiceClick button on a Web site, in an e-mail or in an online ad to speak live with a call center agent. Implementation is as simple as one line of HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. code, and the cost is just pennies more than a toll-free number. IP Unity Liz Scarborough liz.scarborough@ip-unity.com 408-957-0800 www.ip-unity.com Product: IP Unity Web Conferencing A videoconferencing session via the Internet. In order to interact with other participants, attendees use either a Web application or an application downloaded into their client machines. Category: E IP Unity Web Conferencing maximizes the impact of voice conferences by adding Web-enabled features such as slide sharing and data collaboration See data conferencing. . The intuitive GUI (Graphical User Interface) A graphics-based user interface that incorporates movable windows, icons and a mouse. The ability to resize application windows and change style and size of fonts are the significant advantages of a GUI vs. a character-based interface. enables individuals (typically 2 to 1,000) to participate with a Web browser and phone (wireless or wireline) over both IP and TDM networks. Powered by IP Unity's Harmony6000 Media Server, this access-independent solution is large (16,000 ports) and can provide complete ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). for carriers in as little as five months. NewChannel Inc. Sales sales@newchannel.com 650-261-9500 www.newchannel.com Product: NewChannel Categories: C, D NewChannel allows sales representatives to proactively interact with qualified visitors on corporate Web sites, when they are most likely to need assistance. In real-time, NewChannel analyzes visitor behavior, selects those who are behaving most like serious prospects, alerts the sales team to the prospect's presence and lets them engage the visitor in a live consultation, allowing them to set the buying criteria and advance the sale right then. Pegasystems, Inc. David Wells This article is about David Wells, American baseball player. For other uses, see David Wells (disambiguation). David Lee "Boomer" Wells (born May 20, 1963 in Torrance, California) is a Major League Baseball player who is currently a starting pitcher for the Los welld@pegasystems.com 617-374-9600 (US)/+44(0)1189/591150 (UK) www.pegasystems.com Product: PegaCRM Integrated Investigations Category: B PegaCRM Integrated Investigations, a rules-driven, multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple solution, combines the customer service capabilities of the PegaCRM Payments Investigations and Securities Investigations solutions, and provides powerful CRM capabilities. The result is a comprehensive solution that shifts the focus of your investigations activity from transactions and accounts to a customer-facing relationship view with the emphasis where it should be -- on the client. RightNow Technologies RightNow Technologies NASDAQ: RNOW is a U.S. software company that develops customer relationship management (CRM) software for small and mid-market businesses. It is incorporated in Delaware and headquartered in Bozeman, Montana. , Inc. Michele Manry info@rightnow.com 406-522-4200 www.rightnow.com Product: RightNow Web eService Center Categories: D, E RightNow Live chat and collaboration provide immediate access to personalized service -- right when customers need it. With text chat, screen push and co-browse functionality, agents can select the best path to help customers complete a transaction, till out a form or find the product they need. RightNow's live chat and collaboration put the human touch back into online service, ensuring customers remain satisfied. WiseUncle Inc. Darrin Rowsell darrin@wiseuncle.com 416-462-9773 www.wiseuncle.com Product: WiseUncle Advisor Product Category: A WiseUncle Advisor is artificial intelligence software that helps customers make complex purchase decisions. Based on 30 years of decision research by Cornell University Cornell University, mainly at Ithaca, N.Y.; with land-grant, state, and private support; coeducational; chartered 1865, opened 1868. It was named for Ezra Cornell, who donated $500,000 and a tract of land. With the help of state senator Andrew D. professor J. Edward Russo, Advisor uses a question and answer conversation to determine the customers' needs and preferences for products, then makes intelligent recommendations. Deployed as an e-commerce guided selling Guided Selling is a concept that enhances the sales process of customer specific products and services. Guided Selling enables organizations in an automated fashion to analyze customer needs, determine the proper features, products and services and to translate the result into a tool or an aid to call center agents, Advisor compresses sales cycles, reduces sales costs and provides unique data for customer relationship management (CRM). For information and subscriptions, visit www.TMCnet com or call 203-852-6800. |
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