Knowledge management and database technologies roundup. (Product and Services Selection Guide).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. and, by extension, every company, information is job one. As the old saw goes, information is power. Yet the power often remains unchanneled due to the proliferation of media channels though which customers can contact a company, often each with its own data silo (1) A separate database or set of data files that are not part of an organization's enterprise-wide data administration. See siloed application. (2) An external storage array or cabinet. See disk array. , none speaking to another, But efforts to implement a planned, concise way of compiling, categorizing and providing access to the vast amounts of data that are the results of thousands of customer interactions, myriad islands of corporate information and the scattered knowledge of how a business actually works (the know-how of frontline personnel, who are charged with actually dealing with and solving the problems of customers versus the often idealized i·de·al·ize v. i·de·al·ized, i·de·al·iz·ing, i·de·al·iz·es v.tr. 1. To regard as ideal. 2. To make or envision as ideal. v.intr. 1. business plans of upper management) have often resulted in a veritable Gordian knot Gordian knot: see Gordius. of processes (how many GUIs are opened at one time on your agents' screens) that are dying for an Alexander to cut through. Add to this the increased demand for customer self-service channels, and it's enough to drive the most reasonable IT manager mad. Thankfully, the idea of standards that began with the data world are migrating to the formerly closed/proprietary voice world and are being used to allow the commingling Combining things into one body. The term commingling is most often applied to funds or assets. When a fiduciary, a person entrusted with the management of funds other than his or her own in trust, mixes trust money with that of others, the fiduciary is commingling of the various data sources, Web technologies, XML XML in full Extensible Markup Language. Markup language developed to be a simplified and more structural version of SGML. It incorporates features of HTML (e.g., hypertext linking), but is designed to overcome some of HTML's limitations. (and its cousin, vXML), J2EE (Java 2 Platform, Enterprise Edition) A platform from Sun for building distributed enterprise applications. J2EE services are performed in the middle tier between the user's machine and the enterprise's databases and legacy information systems. and others allow companies such as the following to provide knowledge and database management solutions, many of which can compile data from various structured and unstructured sources within an enterprise to provide information to whomsoever whom·so·ev·er pron. The objective case of whosoever. needs it, when they need it, no matter where they are in the enterprise (or in the case of customers, where they are in the world), no matter through which channel they request information, so that they can process and act upon the information and transform it into knowledge. Following are providers of diverse software solutions that will help manage and deploy the knowledge in your organization. Some companies have chosen to provide further information they would like to share with the readers of Customer Inter@ction Solutions[TM]. We invite you to learn more. Alorica Inc. www.alorica.com Antarcti.ca Systems, Inc. Stephanie Lummis lummis@antarcti.ca 604-873-6100, ext. 110 www.antarcti.ca Product: Visual Net 2.0 Where standard database navigation relies on text search, Visual Net provides graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to , placing data on visual maps, allowing users to search and navigate information more easily. Visual Net 2.0 improves search and organization capabilities and provides powerful and flexible database user interface. Astute, Inc. www.astutesolutions.com Authoria, Inc. www.authoria.com BMC Software BMC Software, Inc. NYSE: BMC, is an American enterprise management software provider, focusing on IT infrastructure applications. BMC was founded in 1980 and is headquartered in Houston, Texas. www.bmc (BMC Software, Inc., Houston, TX, www.bmc.com) A leading supplier of software that supports and improves the availability, performance, and recovery of applications in complex computing environments. .com Braxtel Communicatons www.braxtel.com Broad Daylight, Inc. www.broaddaylight.com ClearForest www.clearforest.com Control-F1 www.control-f1.com DecisionPoint Applications www.dpapps.com Digimine www.digimine.com Documentum Naomi Miller naomi.miller@documentum.com 925-600-5088 www.documentum.com Product: Documentum 4i eBusiness Platform 4i eBusiness Platform is used for managing, distributing and exchanging large volumes of content within and beyond the enterprise -- to customers, employees, partners and suppliers. By integrating dynamic content, complex business processes and people everywhere, Documentum 4i enables seamless collaboration, communication and knowledge sharing around the globe. eConvergent, Inc. Dave Michaud dave.michaud@econvergent.com 925-790-2570 www.econvergent.com Product: EMerge EMerge increases CRM effectiveness by connecting information silos that prevent organizations from gaining a complete view of customers. Customer-facing employees can see everything about their customers' needs in a single window that connects communications across the phone, Web, email, fax, chat room or more. eConvergent installs in just 60 days. Emoxsha, Inc. Himanshu Bhatnagar hb@emoxsha.com 978-670-8100 www.emoxsha.com Product: QuickResponse QuickResponse is a suite of knowledge-driven support solutions. ProCHAT server is an Instant Messaging-driven application that learns from interactions. FirstServ accepts the "learnt" knowledge and makes it available for Self Service. Issue Tracker is a hosted, affordable e-mail driven help-desk/issue tracking software. QuickFAQs is a personal knowledge management tool that is useful for organizing usable knowledge, with the capability to expose to others as generated FAQs. THe FAQs can be tracked and rearranged based on usage. Enviz, Inc. Carol Carpenter carol.carpenter@enviz.com 650-298-0900 www.enviz.com Product: Enviz Insight Enviz Insight enables an understanding of what users see, do and think while engaging in business processes through a Web-based interface. Those users can include partners interacting through your Extranet, customers purchasing products online or employees utilizing your Intranet or corporate portal An internal Web site (intranet) that provides proprietary, enterprise-wide information to company employees as well as access to selected public Web sites and vertical-market Web sites (suppliers, vendors, etc.). . We help users understand where their visitors are experiencing problems, why they're not able to complete processes, and what can be done about it. FrontRange Solutions This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. Lynne Dolan lynne.dolan@frontrange.com 719-532-7537 www.frontrange.com Product(s): GoldMine Sales & Marketing, HEAT Service & Support GoldMine Sales & Marketing offers mainstream businesses a full-featured, robust and affordable solution to manage every facet of prospect and customer relationships. HEAT Service & Support software delivers an easy-to-use, full-featured customer service and support solution with a single view of the customer, enabling your organization to reduce IT costs, streamline customer support interactions and improve customer retention. Fused Solutions Jeffrey@Yette jeffy@fusedsolutions.com 315-265-3400 www.fusedsolutions.com Product: Support Management System (SMS (1) (Storage Management System) Software used to routinely back up and archive files. See HSM. (2) (Systems Management Server) Systems management software from Microsoft that runs on Windows NT Server. ) SMS provides Web-native help desk solutions for multi-tenant, multi-tiered, multi-location CRM applications. Features include custom scripting, agent decision trees, automatic ticket aging/escalation, e-mail notification, agent messaging, callback scheduling, real-time monitoring and call metric reporting. Gupta Technologies Gupta Technologies, LLC is a software development company. Their principle products are the SQL relational database SQLBase, and a Rapid application development system called Team Developer. Anne O'Callahan anne.ocallahan@guptaworldwide.com 650-596-4676 www.guptaworldwide.com Product: SQL SQL in full Structured Query Language. Computer programming language used for retrieving records or parts of records in databases and performing various calculations before displaying the results. Base SQLBase is a fully relational, zero-administration, embeddable database that allows companies to manage data closer to the customer. It offers the strongest encryption available for a database and it is the ideal choice for distributed and mobile organizations and software vendors creating packaged applications. SQL Base has been used by Global 2000 companies in multiple industries including finance, transportation and manufacturing. The Haley Enterprise www.haley.com High Tower Software www.high-tower.com infoUSA, Inc. www.infousa.com Innerprise Greg Gurath greg@innerprise.net 480-425-8274 www.innerprise.net Product: Enterprise Search Enterprise Search is designed for information and knowledge management. Information is gathered from your corporate Web site, Intranet/Extranet and from any public Web site on the Internet. Searching is performed through your 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. from your corporate Web site, allowing public or restricted access, or from your Intranet/Extranet. Intraspect Software, Inc. www.intraspect.com Kaidara www.kaidara.com Kana Communications, Inc. www.kana.com Kanisa Inc. www.kanisa.com KnowledgeBase Marketing, Inc. www.knowledgebasemarketing.com KnowledgeBase Solutions, Inc. James Segil james@knowledgebase.net 323-857-1250 www.knowledgebase.net Product: KnowledgeBase.net KnowledgeBase.net is a native Web-based knowledge management application that provides a scalable, enterprisewide environment where organizations store and publish data, content and help files. KnowledgeBase.net delivers an easy-to-use and dynamic application delivering a simple process and structure to create, import, organize and manage knowledge that empowers customers, partners, employees and suppliers with online self-help and knowledge management. Knowledge Impact www.kimpact.com Knowledge Junction Systems www.kjunction.com Message Time Inc. Gene Floush generoush@messagetime.com 800-210-0074 www.messagetime.com Product: Message Time Business Center Message Time is a suite of high-technology tools of the 21st century integrated into a single, total solution package which includes communications, phone system, fax, e-mail, contact management, information-gathering and CRM tools. The system is "instantly available" from any telephone and/or Web-enabled computer... no matter where you are. You always have access to your customer data. MetaMatrix, Inc. Greg Milbank gmilbank@metamatrix.com 212-209-6461 www.metamatrix.com Product(s): MetaMatrix Information Integration Server, MetaBase The MetaMatrix System, which comprises the MetaMatrix Information Integration Server and the MetaBase metadata management system, offers organizations a way to manage and describe the information within their myriad enterprise information systems. Companies can integrate these enterprise information systems into a complete Distributed Information Access solution using the MetaMatrix System. Oracle Corp. www.oracle.com OTG (1) See USB OTG. (2) (The OBJECTive Technology Group, Ltd., Alexandria, VA) An organization that was devoted to distributed computing and object technology. Founded in 1994, it augmented the object and Internet standards community and served as an intermediary between The Ottawa Telephony Group, Inc. www.otg.ca PeopleSoft www.peoplesoft.com Primus Knowledge Solutions www.primus.com 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. www.rightnow.com Selectica www.selectica.com Sellits, LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control Brian Gardner Brian Gardner is an American record producer and sound engineer. He has worked on over 750 recordings since the mid-1970s, including classic rock, funk, disco, alternative rock, R&B, hip hop, pop punk, and dance pop. sales@selltis.com 985-727-3455 www.selltis.com Product: Selltis Selltis is a developer of SFA See sales force automation. SFA - Sales Force Automation , CRM, and PRM PRM Partner Relationship Management PRM Parameter PRM Bureau of Population, Refugees and Migration (US State Department) PRM Partidul Romania Mare (Romania Mare Party) PRM Professional Risk Manager software based on a proven "front-end" team-selling philosophy, which proactively identifies and manages opportunities throughout the sales cycle - from lead to quote. The Selltis software is a complete system for sales teams to centrally access, document and manage all information and activities. ServiceWare www.serviceware.com Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. , Inc. www.siebel.com Soffront Software, Inc. Satish Kumar Satish Kumar is an Indian, currently living in England, who has been a Jain monk and a nuclear disarmament advocate, and is the current editor of Resurgence, founder and Director of Programmes of the Schumacher College international centre for ecological studies and of The SatishK@soffront.com 510-413-9000, ext. 105 www.soffront. Product(s): Soffront CRM Suite, Soffront Sales, Soffront Support, Soffront Marketing, Soffront Leads, Soffront Tickets, Soffront Knowledge Management, Soffront Call Center SOFFRONT CRM provides a true suite of powerful CRM features including: effective email campaign management, time and cost tracking for help desk and defect tracking In engineering, defect tracking is the process of finding defects in a product, (by inspection, testing, or recording feedback from customers), and making new versions of the product that fix the defects. , internal or external help desk management, work order and RMA (RealMedia Architecture) See RealMedia. management, asset management with automatic auditing and remote data synchronization Keeping data in two or more computers up-to-date so that each repository contains the identical information. Data in handheld devices and laptops often require synchronization with the data in a desktop machine or server. . Soliloquy soliloquy, the speech by a character in a literary composition, usually a play, delivered while the speaker is either alone addressing the audience directly or the other actors are silent. , Inc www.soliloquy.com Sopheon Connie Foust-Fowler connie.foustfowler@sopheon.com 800-833-8330 www.sopheon.com Product: Accolade business process system Sopheon's software systems provide integrated access to both documented information and human expertise, whether internal or external to an organization, within a single application. Solutions come pre-loaded with content and are specifically designed to enhance knowledge-intensive business processes such as customer relationship management. Stream International Sales dept. www.support.stream.com www.stream.com Product: The Stream Support Center The Stream Support Center from Stream International is a fully integrated Web portal See portal. that provides technical support end users of leading desktop applications and operating systems. The Stream Support Center is built upon an extensive knowledge base that evidences Stream's vast support capabilities. The knowledge base and FAQ (Frequently Asked Questions) A group of commonly asked questions about a subject along with the answers. Vendors often display them on their Web sites for use as troubleshooting guidelines. database are continually refreshed with updated information on the latest software applications and operating systems. Tacit Knowledge Systems, Inc. www.tacit.com TechExcel, Inc. www.techexcel.com ThinkDirectMarketing.com www.thinkdirectmarketing.com Tigerpaw Software www.tigerpawsoftware.com TroubleTree Software, Inc. www.troubletree.com WhiteCross Systems www.whitecross.com YellowBrick Solutons www.ybsolutions.com For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. |
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