SiemensAG

Call Center Suite

SearchCRM.com Product Directory
2008 EDITION

Cisco Systems Inc.

Kunnect
This product brought to you by:
 INTRO

INDEX
Welcome!
ASPECT SOFTWARE
INC.

AVAYA INC.

CALABRIO INC.

CIBOODLE
Welcome to SearchCRM.com’s Call Center Suite Product Directory. This directory
CINCOM
SYSTEMS INC.
was designed to be a valuable resource for those getting started with research or
CISCO SYSTEMS INC.
evaluating vendors in the call center market.
CONTACTUAL INC.
In the listings below you’ll find basic information about the major vendors in the
COSMOCOM INC.
call center suite market and the products they sell. Each listing is accompanied by
FIVE9 INC.
a short description and a long description including limited information about func-
GENESYS TELECOM-
MUNICATIONS
tionality and product use. You’ll find products for businesses of all sizes as well as
LABORATORIES INC. products that can be deployed on-demand and on-premise. Use this list to get start-
INTERACTIVE ed with the evaluation process. For more information about any of the products or to
INTELLIGENCE INC.
speak to a sales representative, please visit the vendor website or product website.
KNOVA
SOFTWARE INC.

KUNNECT INC.
SearchCRM.com will launch a series of directories throughout the year to address
NOBLE SYSTEMS
unique segments of the CRM market. To view the entire collection of CRM product
CORP. directories, click here. If you’d like to submit a product listing to be included in a
NORTEL future directory, click here.
NETWORKS LTD.

ORACLE CORP.
Happy shopping!
PROMERO INC.

QWEST For questions for the editors or to make suggestions for improving the directory,
RIGHTNOW write to us at [email protected].
TECHNOLOGIES
INC.

SALESFORCE.COM
INC.

SIEMENS AG

ABOUT
SEARCHCRM.COM

METHODOLOGY

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 2

 Index at a Glance
INTRO Click on the product name at left to jump to a longer description.
INDEX

SAAS OR ON
ASPECT SOFTWARE PAGE VENDOR PRODUCT SERVICE PREMISE
INC.
4 Aspect Software Inc. Aspect Unified IP 1 s
AVAYA INC.

CALABRIO INC. 4 Avaya Inc. Avaya Call Center 1 s

CIBOODLE 5 Calabrio Inc. Calabrio One s
CINCOM 5 ciboodle ciboodle s
SYSTEMS INC.
6 Cincom Systems Inc. Cincom Synchrony 1 s
CISCO SYSTEMS INC.

CONTACTUAL INC.
6 Cisco Systems Inc. Cisco Unified Contact 1 s
Center Enterprise
COSMOCOM INC.
7 Contactual Inc. Contactual OnDemand 1
FIVE9 INC.
Contact Center
GENESYS TELECOM-
MUNICATIONS 7 CosmoCom Inc. CosmoCall Universe 1 s
LABORATORIES INC.
8 Five9 Inc. Virtual Call Center Suite 1
INTERACTIVE
INTELLIGENCE INC. 8 Genesys Telecommuni- Genesys Customer Interaction 1
KNOVA cations Laboratories Inc. Management Platform
SOFTWARE INC.
9 Interactive Intelligence Inc. Customer Interaction Center 1 s
KUNNECT INC.
9 Knova Software Inc. Knova s
NOBLE SYSTEMS
CORP. 10 Kunnect Inc. Kunnect Hosted IP Call Center 1
NORTEL
NETWORKS LTD. 10 Noble Systems Corp. Noble Solution Suite s
ORACLE CORP. 11 Nortel Networks Ltd. Nortel Contact Center s
PROMERO INC. 11 Oracle Corp. Oracle Contact Center 1 s
QWEST Anywhere
RIGHTNOW 12 Oracle Corp. Siebel Contact Center s
TECHNOLOGIES
INC. 12 Promero Inc. ProStar On Demand 1
SALESFORCE.COM 13 Qwest Qwest Contact Center Solutions 1
INC.
13 RightNow RightNow’s call center 1
SIEMENS AG
Technologies Inc. CRM product
14 Salesforce.com Inc. Salesforce Call Center 1
ABOUT
SEARCHCRM.COM 14 Siemens AG HiPath ProCenter 1 s
METHODOLOGY

LEGEND
Vendor: Vendor/developer of product at directory press time
Product: Product name
1 SaaS or services: technology available as SaaS, hosted, on-demand, ASP and Web Services
s On-premise: software or systems on premise
2 Descriptions were written by the SearchCRM.com editorial team based on information gathered from vendor
websites.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 3

 ASPECT SOFTWARE INC. AVAYA INC.
INTRO

INDEX Aspect Unified IP Avaya Call Center

ASPECT SOFTWARE Aspect Unified IP is an Avaya Call Center offers a suite

INC. all-in-one, IT-ready unified call of call routing and resource selection
AVAYA INC. center product. 1s capabilities designed to help agents
CALABRIO INC. handle calls more effectively and
CIBOODLE COMPANY WEBSITE : www.aspect.com boost call center productivity. 1s
CINCOM FOUNDED : 1973
SYSTEMS INC.
SUMMARY : Aspect Unified IP is a Session COMPANY WEBSITE: www.avaya.com
CISCO SYSTEMS INC.
Initiation Protocol-based, Voice over FOUNDED: 2000
CONTACTUAL INC. Internet Protocol (VoIP) product that SUMMARY: Avaya Call Center helps
COSMOCOM INC. combines automatic call distribution, call center agents handle calls with
FIVE9 INC. predictive dialing, voice portal, Internet advanced call routing capabilities. The
GENESYS TELECOM- contact, workflow management, multi- product offers a suite of call routing and
MUNICATIONS
LABORATORIES INC. channel recording and quality manage- resource selection capabilities. Avaya
INTERACTIVE ment into a single software platform. Call Center’s virtual routing capability
INTELLIGENCE INC. The product allows businesses to virtu- offers multi-location enterprises the
KNOVA alize their call centers, deploy single- ability to maximize the utilization of
SOFTWARE INC.
site, multi-site or multi-tenant applica- their resources across all sites, and
KUNNECT INC.
tions and communicate with customers gives call center managers the ability
NOBLE SYSTEMS
CORP. over voice, email or chat. Additional to choose which agent to connect to
NORTEL
capabilities include skills-based routing, the customer. The product integrates
NETWORKS LTD. outbound call distribution, Web call- with many networks, so call centers can
ORACLE CORP. back, agent desktop scripting, aban- maintain their existing hardware and
PROMERO INC. doned call recovery and speech recog- software. Additional capabilities include
QWEST nition. Aspect Unified IP is also call vectoring and advanced segmenta-
RIGHTNOW available as a hosted product. 2 tion. Avaya’s Contact Center On
TECHNOLOGIES
INC.
Demand application is also available,
SALESFORCE.COM
PRICING:The cost is $1,867-$3,700 per delivered over an IP network in a usage-
INC. agent for a 150-agent IP software and based monthly subscription model. 2
SIEMENS AG hardware configuration.
PRICING: Avaya Call Center is priced
ABOUT (list price) at $240-$840 per seat,
SEARCHCRM.COM depending on the volume purchased.
METHODOLOGY

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 4

 CALABRIO INC. CIBOODLE
INTRO

INDEX Calabrio One ciboodle

ASPECT SOFTWARE Calabrio One combines desktop tools ciboodle combines customer
INC. with workforce optimization to unify interaction software and process
AVAYA INC. processes for call center agents and management tools in a single tool. s
CALABRIO INC. supervisors. s
CIBOODLE COMPANY WEBSITE: www.ciboodle.com
CINCOM COMPANY WEBSITE: www.calabrio.com FOUNDED: 1986
SYSTEMS INC.
FOUNDED: 2007 (spin-off) SUMMARY: ciboodle is made up of a
CISCO SYSTEMS INC.
SUMMARY: Calabrio One, built for virtual, variety of software components that
CONTACTUAL INC. VoIP-based networks, integrates agent are designed to improve the customer
COSMOCOM INC. and supervisor desktop applications experience while they reduce costs for
FIVE9 INC. with workforce optimization software the organization as a whole. The Web-
GENESYS TELECOM- designed to optimize team perform- based ciboodle desktop provides call
MUNICATIONS
LABORATORIES INC. ance. Calabrio’s workforce management center agents and managers access to
INTERACTIVE functionality provides supervisors with all critical applications in a configurable
INTELLIGENCE INC. detailed scheduling and staffing infor- user interface. The interactions manag-
KNOVA mation. The product’s quality manage- er tool routes customers to the appro-
SOFTWARE INC.
ment tools include voice and screen priate available agent or to a self-ser-
KUNNECT INC.
recording and evaluation technology. vice option. Additional features include
NOBLE SYSTEMS
CORP. The product provides reports and real- an executive dashboard, agent and
NORTEL
time alerts to managers, allowing them customer record management, collabo-
NETWORKS LTD. to make adjustments as necessary. ration tools and operational reporting.
ORACLE CORP. Calabrio One products are packaged ciboodle, which integrates with existing
PROMERO INC. and configurable and integrate with enterprise applications, typically focus-
QWEST CRM applications with little or no es on the financial services, retail,
RIGHTNOW customization. telecommunications and utilities
TECHNOLOGIES
INC.
industries. 2
PRICING: Individual
software modules
SALESFORCE.COM
INC. start at approximately $500 per seat, PRICING: ciboodle’s
license models
SIEMENS AG depending on features and bundles. and pricing points vary and are flexible
depending on client needs. Options
ABOUT include models where pricing is based
SEARCHCRM.COM on concurrent users, number of active
METHODOLOGY user sessions, enterprise-wide license
and Capex and Opex models. (Declined
to provide additional pricing details.)

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 5

 CINCOM SYSTEMS INC. CISCO SYSTEMS INC.
INTRO

INDEX Cincom Synchrony Cisco Unified Contact Center

Enterprise
ASPECT SOFTWARE Cincom Synchrony is a unified
INC. agent desktop designed to streamline Cisco’s Unified Contact Center
AVAYA INC. handle times and improve service Enterprise combines multi-channel
CALABRIO INC. levels in the call center. 1s automatic call distributor functionality
CIBOODLE with IP telephony to allow companies
CINCOM COMPANY WEBSITE: www.cincom.com to deploy a distributed contact center
SYSTEMS INC.
FOUNDED: 1968 infrastructure. 1s
CISCO SYSTEMS INC.
SUMMARY: Cincom Synchrony is a unified
CONTACTUAL INC. agent desktop that works to streamline COMPANY WEBSITE: www.cisco. com
COSMOCOM INC. handle times and improve service levels FOUNDED: 1984
FIVE9 INC. by giving agents immediate access to SUMMARY: Cisco Unified Contact Center
GENESYS TELECOM- relevant customer information. Inbound Enterprise delivers contact routing, call
MUNICATIONS
LABORATORIES INC. and outbound interaction management treatment, network-to-desktop com-
INTERACTIVE functionality aims to provide consisten- puter telephony integration (CTI), and
INTELLIGENCE INC. cy across all touch points and enables multi-channel contact management
KNOVA comprehensive reporting and analytics over an IP infrastructure. The product
SOFTWARE INC.
for improved customer experience integrates inbound and outbound voice
KUNNECT INC.
management. Cincom’s hosted product, applications with Internet applications
NOBLE SYSTEMS
CORP. Synchrony, is also available. This prod- like real-time chat and email. This
NORTEL
uct is built on a Web-native platform allows agents to participate in multiple
NETWORKS LTD. and is specifically designed for small interactions simultaneously. Additional
ORACLE CORP. and midsized businesses. Cincom capabilities include call routing based
PROMERO INC. Synchrony’s hosted product provides on real-time conditions and compre-
QWEST organizations with a virtual call center hensive customer profiling. Cisco Uni-
RIGHTNOW environment. 2 fied Contact Center Hosted is also
TECHNOLOGIES
INC.
available to enterprise customers. The
PRICING: Pricing for the hosted version hosted product provides a centralized
SALESFORCE.COM
INC. of the Cincom Synchrony unified agent call center infrastructure and a suite of
SIEMENS AG desktop begins at $80 per seat per integrated services that includes multi-
month. Additional fees apply for add-on media applications, intelligent call rout-
ABOUT functionality such as channels and ing and network interactive voice
SEARCHCRM.COM supervisor tools. response (IVR). 2
METHODOLOGY

PRICING: Declined to provide pricing.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 6

 CONTACTUAL INC. COSMOCOM INC.
INTRO

INDEX Contactual OnDemand CosmoCall Universe

Contact Center
ASPECT SOFTWARE CosmoCall Universe is a unified,
INC. The Contactual OnDemand Contact multi-tenant call center suite. 1s
AVAYA INC. Center ties together all customer
CALABRIO INC. communications channels to produce COMPANY WEBSITE: www.cosmocom.com
CIBOODLE successful customer interactions. 1 FOUNDED: 1996
CINCOM SUMMARY: CosmoCall Universe includes
SYSTEMS INC.
COMPANY WEBSITE: www.contactual.com automatic call distributor (ACD), IVR,
CISCO SYSTEMS INC.
FOUNDED: 2000 CTI, predictive dialing, multimedia
CONTACTUAL INC. SUMMARY: The Contactual OnDemand recording and a variety of management
COSMOCOM INC. Contact Center combines phone, email, applications. With the on-demand
FIVE9 INC. chat and voicemail with standard and option, users pay based on actual
GENESYS TELECOM- customer call center performance met- usage. CosmoCall Universe provides
MUNICATIONS
LABORATORIES INC. rics. The subscription-based on-demand queuing and routing for all contact
INTERACTIVE model allows users to start their call types, including chat, voice, video and
INTELLIGENCE INC. centers immediately, without a special- email. The product includes multi-
KNOVA ized, on-premise infrastructure. The tenancy capabilities and individual
SOFTWARE INC.
product offers a six-hour “JumpStart” tenant self-administration. Additional
KUNNECT INC.
training program that gives users a capabilities include real-time reporting,
NOBLE SYSTEMS
CORP. complete rundown of the product’s unified agent and supervisor interfaces
NORTEL
capabilities. Additional features include and self-service options. CosmoCall
NETWORKS LTD. skill-based routing, real-time monitor- Universe is available as a premise-
ORACLE CORP. ing and reporting, voice recording and based or hosted solution. 2
PROMERO INC. logging, IVR, CTI and CRM integration. 2
QWEST PRICING: Pay as you go. Toll-free calls can
RIGHTNOW PRICING: Declined to provide pricing. be delivered to agents in the IP domain
TECHNOLOGIES
INC.
for as little as $.02 to $.04 per minute.
SALESFORCE.COM
INC.

SIEMENS AG

ABOUT
SEARCHCRM.COM

METHODOLOGY

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 7

 FIVE9 INC. GENESYS TELECOMMUNICATIONS
LABORATORIES INC.
INTRO

INDEX Virtual Call Center Suite

Genesys Customer Interaction
ASPECT SOFTWARE Five9’s Virtual Call Center Suite Management Platform
INC. combines inbound and outbound
AVAYA INC. call center capabilities to service the The Genesys Customer Interaction
CALABRIO INC. maximum number of calls with the Management platform deploys and
CIBOODLE minimum number of agents. 1 manages inbound and outbound cus-
CINCOM tomer interactions, including voice,
SYSTEMS INC.
COMPANY WEBSITE: www.five9.com email, multimedia and work items. 1
CISCO SYSTEMS INC.
FOUNDED: 2001
CONTACTUAL INC. SUMMARY: Five9 combines a wide range COMPANY WEBSITE: www.genesyslab.com
COSMOCOM INC. of capabilities, including ACD, IVR, FOUNDED: 1990
FIVE9 INC. VoIP, quality monitoring, real-time SUMMARY: The Genesys platform auto-
GENESYS TELECOM- reporting and campaign and list man- matically captures, processes, routes,
MUNICATIONS
LABORATORIES INC. agement in its hosted suite. Five9 pro- reports on and integrates all customer
INTERACTIVE vides training for all users, recommends interactions and activities based on
INTELLIGENCE INC. specific call center equipment and company-defined business rules.
KNOVA includes Web-based configuration Genesys’ routing engine can route
SOFTWARE INC.
tools. Five9’s predictive dialer auto- nearly one million calls and more than
KUNNECT INC.
mates outbound processes, and ACD 40,000 emails per hour. The product
NOBLE SYSTEMS
CORP. and skills-based routing capabilities also centralizes the creation, adminis-
NORTEL
handle inbound call center operations, tration and management of customer
NETWORKS LTD. filtering calls to the right agent at the interactions. Genesys’ modular design
ORACLE CORP. right time. Call center managers can allows users to add capabilities as
PROMERO INC. monitor real-time statistics, oversee needed. Offline work processing and
QWEST agent performance and make use of agent training are integrated with cus-
RIGHTNOW reporting and quality management tomer interactions, maximizing agent
TECHNOLOGIES
INC.
features to evaluate the call center’s productivity. The product also inte-
SALESFORCE.COM
overall effectiveness. grates with a variety of call center
INC. infrastructure options. 2
SIEMENS AG PRICING: Monthly on-demand pricing
starts at a list price of $175 per user, per PRICING: Declined to provide pricing.
ABOUT month, plus long-distance fees. Volume
SEARCHCRM.COM discounts are available. Annual con-
METHODOLOGY tracts are also available.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 8

 INTERACTIVE INTELLIGENCE INC. KNOVA SOFTWARE INC.
INTRO

INDEX Customer Interaction Center Knova

ASPECT SOFTWARE Interactive Intelligence’s Customer Knova provides self-service, call

INC. Interaction Center (CIC) is an IP center and forums applications aimed
AVAYA INC. communications platform and pre- at maximizing the value of every
CALABRIO INC. integrated application suite developed customer interaction. s
CIBOODLE specifically for the multi-channel
CINCOM contact center. 1s COMPANY WEBSITE: www.knova.com
SYSTEMS INC.
FOUNDED: 1991
CISCO SYSTEMS INC.
COMPANY WEBSITE: www.inin.com SUMMARY: Built on an adaptive search
CONTACTUAL INC. FOUNDED: 1994 and knowledge management platform,
COSMOCOM INC. SUMMARY: Interactive Intelligence’s Knova aims to maximize the value of all
FIVE9 INC. CIC brings together communications, interactions throughout the customer
GENESYS TELECOM- information and business processes lifecycle. Knova’s call center application
MUNICATIONS
LABORATORIES INC. throughout the organization, and is automates call center agent processes
INTERACTIVE designed to provide the customer with and the product’s online self-service
INTELLIGENCE INC. a consistent experience across all touch application provides customers with
KNOVA points. The product integrates with the ability to access experts, forums
SOFTWARE INC.
existing IT infrastructure and offers cen- and live customer service agents.
KUNNECT INC.
tral configuration and administration. Knova’s Forums application is a fully
NOBLE SYSTEMS
CORP. CIC’s features include total contact integrated peer support application
NORTEL
management and quality monitoring. that lets customers provide feedback
NETWORKS LTD. Advanced functionality and specifica- to the company. 2
ORACLE CORP. tions are available based on the organi-
PROMERO INC. zation’s needs. CIC is also available PRICING: The starting license cost for
QWEST as a hosted product. 2 Knova Self-Service is $100,000 with
RIGHTNOW average costs around $200,000-
TECHNOLOGIES PRICING: CICis priced per user or station. $250,000. The starting license cost for
INC.

SALESFORCE.COM
Average contact center agent pricing is Knova Forums is $75,000 with average
INC. between $2,500 and $4,000 depend- costs around $100,000. The starting
SIEMENS AG ing on media and functionality. Pricing price for Knova Contact Center is
includes installation and hardware. $125,000 with average costs around
ABOUT Average business-user pricing is $250,000-$300,000. Suite deals are
SEARCHCRM.COM between $350 and $1,000 per station, sold at average costs of $350,000-
METHODOLOGY depending on functionality and system $500,000. Pricing for Knova Self-
size. Service and Knova Forums is based on
application fees plus CPUs. The Knova
Contact Center application is sold
as an app fee plus named users.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 9

 KUNNECT INC. NOBLE SYSTEMS CORP.
INTRO

INDEX Kunnect Hosted IP Call Center Noble Solution Suite

ASPECT SOFTWARE Kunnect Hosted IP Call Center Noble Solution Suite is a unified call
INC. provides hosted call center services center platform that manages inbound,
AVAYA INC. that transition organizations to IP. 1 outbound and blended customer
CALABRIO INC. contacts. s
CIBOODLE COMPANY WEBSITE: www.kunnect.com
CINCOM FOUNDED: N/A COMPANY WEBSITE: www.noblesys.com
SYSTEMS INC.
SUMMARY: Kunnect Hosted IP Call Center FOUNDED: 1989
CISCO SYSTEMS INC.
offers predictive dialing, power dialing SUMMARY: The Noble Solution Suite
CONTACTUAL INC. and ACD at reduced costs with no encompasses the key technologies that
COSMOCOM INC. long-term commitments or up-front call centers use daily and integrates
FIVE9 INC. IT investments. Kunnect’s hosted ACD them into a unified product. These tech-
GENESYS TELECOM- technology provides users with multiple nologies include IVR, workforce man-
MUNICATIONS
LABORATORIES INC. queues, automatic customer identifica- agement, CTI, ACD, multi-channel con-
INTERACTIVE tion, screen pops, priority routing and tact, VoIP support and predictive dialing
INTELLIGENCE INC. reporting and analytics. Kunnect also and transactional voice recording capa-
KNOVA offers local direct inward dialing and bilities. The product’s modular design
SOFTWARE INC.
toll-free numbers from across the allows users to add features as needed.
KUNNECT INC.
nation. Additional capabilities include Additional features include scripting
NOBLE SYSTEMS
CORP. call recording, call monitoring, real- and CTI controls, an agent script design
NORTEL
time statistics gathering and Web application, a management console
NETWORKS LTD. scripting. 2 and advanced data management and
ORACLE CORP. reporting functionality. 2
PROMERO INC. PRICING: Contracts are month-to-month.
QWEST There is a one-time setup fee of $750. PRICING: Typically,
clients may choose
RIGHTNOW Pricing starts at $50 per month, three from an assortment of Noble products.
TECHNOLOGIES
INC.
cents per call or unlimited nationwide Noble products have varying degrees of
SALESFORCE.COM
calling for $199 per agent per month. complexity, which results in the overall
INC. product price. (The company declined
SIEMENS AG to provide additional pricing informa-
tion.)
ABOUT
SEARCHCRM.COM

METHODOLOGY

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 10

 NORTEL NETWORKS LTD. ORACLE CORP.
INTRO

INDEX Nortel Contact Center Oracle Contact Center Anywhere

ASPECT SOFTWARE Nortel Contact Center is a single suite Oracle Contact Center Anywhere is a
INC. contact center product that combines pre-integrated, multichannel call center
AVAYA INC. previously separate Symposium- platform. 1s
CALABRIO INC. branded applications into a single
CIBOODLE streamlined offering. s COMPANY WEBSITE: www.oracle.com
CINCOM FOUNDED: 1977
SYSTEMS INC.
COMPANY WEBSITE: www.nortel.com SUMMARY: Oracle Contact Center Any-
CISCO SYSTEMS INC.
FOUNDED: 1895 where combines queuing and routing
CONTACTUAL INC. SUMMARY: Nortel Contact Center utilizes of phone calls, email, chat, fax and Web
COSMOCOM INC. the latest in communications technolo- callback requests, as well as predictive
FIVE9 INC. gy to deliver call center management and preview dialing, IVR, multichannel
GENESYS TELECOM- capabilities. The suite aims to increase reporting and call recording. Agents
MUNICATIONS
LABORATORIES INC. call center efficiency and provide a can work from anywhere and still get
INTERACTIVE more effective customer experience for detailed views of customer interactions
INTELLIGENCE INC. call centers of any size and orientation. and real-time business intelligence.
KNOVA Features include open multimedia Call center managers can make use
SOFTWARE INC.
queuing, integrated outbound campaign of instantly customizable screens and
KUNNECT INC.
management, a single agent desktop real-time monitoring and coaching
NOBLE SYSTEMS
CORP. interface, a report creation wizard, tools, regardless of their location. Call
NORTEL
supervisor enhancements, universal center administrators can add, change
NETWORKS LTD. networking capabilities and multimedia or modify settings in real time based on
ORACLE CORP. integration. 2 their needs. Additional features include
PROMERO INC. CRM software integration, multi-site/
QWEST PRICING: Declined to provide pricing. multi-tenancy and Web-based user
RIGHTNOW interfaces. Contact Center Anywhere
TECHNOLOGIES
INC.
is available on-premise or as a hosted
SALESFORCE.COM
solution. 2
INC.

SIEMENS AG PRICING: ContactCenter Anywhere costs

$2,900 per named agent seat, plus
ABOUT maintenance. The minimum number
SEARCHCRM.COM of users is 25.
METHODOLOGY

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 11

 ORACLE CORP. PROMERO INC.
INTRO

INDEX Siebel Contact Center ProStar On Demand

ASPECT SOFTWARE Siebel Contact Center allows call ProStar On Demand combines ProStar
INC. center agents to handle service, support CRM, ProStar Lead Manager and
AVAYA INC. and sales interactions across all Oracle’s Contact Center Anywhere
CALABRIO INC. communication channels. s in a single hosted platform. 1
CIBOODLE

CINCOM COMPANY WEBSITE: www.oracle.com COMPANY WEBSITE: www.promero.com

SYSTEMS INC.
FOUNDED: 1977 FOUNDED: 2001
CISCO SYSTEMS INC.
SUMMARY: Siebel Contact Center works to SUMMARY: ProStar On Demand offers a
CONTACTUAL INC. transform the call center into an integral full suite of hosted products designed to
COSMOCOM INC. part of a company’s total sales, market- help call centers operate more efficient-
FIVE9 INC. ing and service delivery strategy. The ly. The application allows users to make
GENESYS TELECOM- application allows call center agents to and take calls in a blended call center
MUNICATIONS
LABORATORIES INC. handle service, support and sales inter- environment, compile customer infor-
INTERACTIVE actions across all communication chan- mation and route callers through skill-
INTELLIGENCE INC. nels. The product aims to help busi- based routing technology. Additional
KNOVA nesses reduce costs while enhancing features include inbound IVR and ACD,
SOFTWARE INC.
service delivery. Siebel Contact Center’s outbound predictive dialer, recordings,
KUNNECT INC.
features include automatic email VoIP, lead management, sales analysis
NOBLE SYSTEMS
CORP. response, computer telephony integra- and metrics reporting. 2
NORTEL
tion, customer dashboard, contact man-
NETWORKS LTD. agement, household management and PRICING: The
setup fee is $495.
ORACLE CORP. contextual search and workflow man- Cost is $20 per month per user,
PROMERO INC. agement capabilities. 2 $495 per month for unlimited users.
QWEST

RIGHTNOW PRICING: License is $2,500 and support

TECHNOLOGIES
INC.
is $550 per application user. For addi-
SALESFORCE.COM
tional details, see the full pricing list
INC. at www.oracle.com/corporate/pricing/
SIEMENS AG siebel-price-list.pdf

ABOUT
SEARCHCRM.COM

METHODOLOGY

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 12

 QWEST RIGHTNOW TECHNOLOGIES INC.
INTRO

INDEX Qwest Contact Center Solutions RightNow’s Call Center CRM Product

ASPECT SOFTWARE Qwest Contact Center Solutions RightNow’s on-demand call center
INC. brings together various Qwest network CRM product is designed to provide
AVAYA INC. hosted services to manage inbound call center agents with the resources
CALABRIO INC. and outbound call center operations. 1 they need to do their jobs. 1
CIBOODLE

CINCOM COMPANY WEBSITE: www.qwest.com COMPANY WEBSITE: www.rightnow.com

SYSTEMS INC.
FOUNDED: 1997 FOUNDED: 1997
CISCO SYSTEMS INC.
SUMMARY: Qwest Contact Center Solu- SUMMARY: RightNow’s on-demand call
CONTACTUAL INC. tions combines a number of integrated center CRM product allows customers
COSMOCOM INC. network-hosted services. Qwest’s host- to take advantage of RightNow’s hosted
FIVE9 INC. ed IVR and speech recognition platform offerings or host their own applications.
GENESYS TELECOM- integrates with an organization’s exist- RightNow’s call center CRM product
MUNICATIONS
LABORATORIES INC. ing applications and can be customized lets agents communicate with cus-
INTERACTIVE to fit specific business needs. The prod- tomers across all contact types, includ-
INTELLIGENCE INC. uct provides a notification service that ing the phone, emails, the Internet and
KNOVA delivers information to customers by chat conversations. The product cap-
SOFTWARE INC.
voice, email, SMS message or fax. Skills- tures and provides agents with immedi-
KUNNECT INC.
based call routing is handled through a ate answers to customer questions, and
NOBLE SYSTEMS
CORP. virtual call center platform and includes its feedback management technology
NORTEL
disaster recovery capabilities. Addition- provides insight into each customer
NETWORKS LTD. al features include Qwest EZ Route, a interaction. Additional features include
ORACLE CORP. caller messaging, promoting and rout- incident management, voice caller
PROMERO INC. ing product; and Qwest Q Routing, information delivery and voice contact
QWEST which provides ACD functionality. 2 management. 2
RIGHTNOW
TECHNOLOGIES PRICING: Qwest EZ Route: Pricing includes PRICING: Per-seat
pricing begins at $100
INC.

SALESFORCE.COM
a toll-free monthly charge and a mini- per user, per month, with a one-year
INC. mal per-call charge. Qwest Hosted IVR: subscription.
SIEMENS AG Pricing is based on port utilization—
customers pay for what they use and
ABOUT can be charged on a per-port or per-
SEARCHCRM.COM minute-of-use basis depending on their
METHODOLOGY preferences. Qwest Q Routing: Pricing
is based on concurrent agent seats
utilized, so a 100-seat contact center
that has only 50 agents active at any
given time pays for just 50 agent seats.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 13

 SALESFORCE.COM INC. SIEMENS AG
INTRO

INDEX Salesforce Call Center HiPath ProCenter

ASPECT SOFTWARE Salesforce Call Center is a flexible, on- Siemen’s HiPath ProCenter is a set
INC. demand customer service application of packaged software applications
AVAYA INC. that increases agent productivity and that are designed to improve the
CALABRIO INC. call center effectiveness. 1 effectiveness and efficiency of call
CIBOODLE center operations. 1s
CINCOM COMPANY WEBSITE: www.salesforce.com
SYSTEMS INC.
FOUNDED: 1999 COMPANY WEBSITE: www.enterprise-
CISCO SYSTEMS INC.
SUMMARY: Salesforce Call Center is communications.siemens.com/global/
CONTACTUAL INC. delivered entirely on demand and can default.aspx
COSMOCOM INC. be customized, modified and extended FOUNDED: 1847
FIVE9 INC. to meet a company’s needs. Sales- SUMMARY: HiPath ProCenter is a call
GENESYS TELECOM- force’s AppExchange marketplace lets center product for routing, tracking and
MUNICATIONS
LABORATORIES INC. users browse, test and install additional handling customers. There are three
INTERACTIVE on-demand customer service applica- options available, based on company
INTELLIGENCE INC. tions. The product provides agents with size. HiPath ProCenter Agile is designed
KNOVA a single-click user interface and a soft- for small to medium-sized call centers
SOFTWARE INC.
phone that integrates with more than and features group-based routing and
KUNNECT INC.
80 telephony platforms. All customer call processing for up to 100 agents.
NOBLE SYSTEMS
CORP. information is stored in the Salesforce HiPath ProCenter Enterprise is designed
NORTEL
database, and integration with existing for larger enterprises, supporting up to
NETWORKS LTD. enterprise applications and systems 750 active agents. This product offers
ORACLE CORP. allows for all data housed within an advanced multimedia skills-based rout-
PROMERO INC. organization to be available through ing, multi-site networking support and
QWEST Salesforce. Additional features include integration kits for Siebel and SAP.
RIGHTNOW call scripting capabilities, email auto- HiPath ProCenter Enterprise Hosted
TECHNOLOGIES
INC.
response, Microsoft Outlook integra- for the Open Virtualized Contact Center
SALESFORCE.COM
tion, real-time reports and dash- can support up to 5,000 active agents
INC. boards. 2 and gives users the option to migrate
SIEMENS AG from existing HiPath ProCenter Agile
PRICING: Declined to provide pricing. or Enterprise applications. 2
ABOUT
SEARCHCRM.COM PRICING: HiPath
ProCenter Enterprise:
METHODOLOGY Discounted price—approximately
$1,500 per agent. Implementation serv-
ices would be extra. HiPath ProCenter
Agile: Discounted price—approximately
$480 per agent.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 14

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Guide methodology: TechTarget has not evaluated the products listed &/or described in this Directory and does not assume any liability
arising out of the purchase or use of any product described herein, neither does it convey any license or rights in or to any of the evaluated
or listed products. TechTarget has prepared this Directory from sources deemed reliable (including vendors, research reports and certain
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Information in this Directory is current as of June 30, 2008. For more recent information, please check the vendor’s websites. The opinions
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To compile this guide, our editorial team initially consulted research reports by major analyst firms covering the call center software
market and contacted vendors about products reviewed by those firms. Editors also conducted additional Internet research and solicited
feedback from our expert contacts. A notice about the project was posted on SearchCRM.com and listed regularly in our email newsletters.
Vendors were invited to submit listings via a form on the website. For vendors that did not submit listings, our editorial team compiled
listings by excerpting information from the vendor’s website. All entries, whether they were vendor-submitted or compiled by our team, were
edited for length and clarity and to remove overt marketing language. In order to best assist our readers in assessing products, our editorial
team attempted to obtain basic pricing information for all products in this directory—requesting information from vendors multiple times
via email. Vendors that did not respond, or refused to provide any pricing information, have this statement on their listings: “Declined or
failed to provide pricing.” Vendors that provided only some information, but no dollar figures, have their submitted information reflected
here, along with this statement: “Declined to provide additional pricing details.”
Collection of data for this directory took place during the second calendar quarter of 2008. As with any directory of this kind, products
and vendors may change substantially at any time. Though every effort was made to make this directory as complete and accurate as pos-
sible, there may be changes, errors, omissions or vendors in this market not included in this guide. Nothing in this guide should be construed
as endorsements, professional suggestions or advice. This directory should be used simply as a resource. We strongly urge you to supple-
ment this with your own research and to contact vendors for the most up to date information about their companies or products. It is our
intent to update this directory annually, but that is subject to change.

SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 15