| 2006
Service and Support
Technology Showcase
Instant
access to leading Service and Support Vendors is here!
Welcome
to
the 2006 version of our Service & Support Technology Showcase.
This in-depth buyer’s guide features the latest tools and
technologies in the support services industry that enable support
operations to deliver superior customer service.
Each
of the participating companies listed below has a page describing
key product features and benefits, and provides supportindustry.com
members with access to informative white papers, webinars, demos,
guided walkthroughs and more!
Click
on the company logo below to go to an individual listing:
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| eGain
Service 7™software suite includes integrated,
best-in-class applications for web self-service through FAQs,
search, browse, guided help and virtual agent self-service,
email management, contact center knowledge management, live
web collaboration through chat and cobrowsing, automation of
fax and paper-based service interactions, case management and
service fulfillment. |
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| InStranet
is a worldwide leader of multi-channel knowledge applications.
Global 2000 companies rely on InStranet's solutions to automate
content and knowledge delivery for contact centers, field sales
and Web self-care for servicing and sales initiatives. InStranet's
Multi-Channel Knowledge Applications enable businesses to securely
create, manage and deploy critical profile-based content for
enterprise channels, and to analyze results to identify key
successes or areas for improvement. |
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| KnoahSoft’s
agent performance management software, KnoahsARK, is
comprehensive yet easy-to-use, web-based software that improves
contact center operations at the individual agent level without
breaking the bank. Equipped with recording, screen capture,
silent monitoring, QA and reporting (including OLAP) tools,
KnoahsARK takes customer satisfaction and quality to the next
level. |
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| Knova
Software is a leading provider of service resolution
management applications that reduce service costs, increase
revenues, and improve customer satisfaction. Built on a next-generation
search and knowledge management platform, Knova’s suite
of knowledge-empowered customer service applications automate
the resolution process across multiple channels including contact
centers, help desks, email, and self-service sites. |
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| LiveTime
provides web based vendor neutral help desk, support
desk and service desk software, complete with sophisticated
problem identification, resolution, knowledge base and service
level management capabilities. It's pure internet architecture
represents a major advance in the way service and support is
delivered using open industry standards. |
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| NextNine
introduces the Virtual Support Engineer™, the leading
solution for service and support of business-critical systems.
The Virtual Support Engineer™ enables shifting to proactive,
automated support, allowing technology vendors to improve system
availability, deliver unparalleled service levels and increase
customer satisfaction while reducing support costs and defending
their bottom line. |
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RightNow Service™ Deliver superior service to
your customers with a unified, multi-channel contact center
solution that seamlessly captures customer interactions from
both traditional and online channels—improving service
quality and increasing agent productivity. The knowledge platform
insures that agents and customers are always presented with
accurate, relevant information, ensuring a rich experience and
increased loyalty. |
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| Developed
by salesforce.com, the leader in on-demand customer relationship
management (CRM), Salesforce Service & Support
helps more than 1,700 companies handle interactions with customers,
partners, and employees to achieve superior service levels that
translate into competitive differentiation and reduced costs.
To learn more about Salesforce Service & Support, click
here. |
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| Service
Strategies advances service excellence for quality-minded
organizations through industry-standard certification and career
development programs that ensure delivery of consistent, high-quality
customer service and support. Service Strategies applies a proven
benchmark process to its certification programs resulting in
continuously improving service, while tailored training programs
advances the skills and competencies of service professionals
and leads to increased organizational effectiveness. |
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