Surrounding the Customer: Ranking Traditional Vendors of Customer Relationship Management Solutions

As businesses move online, they are assessing ways in which to handle the new medium of the Web while simulataneously leveraging existing customer service solutions. The convergence of online and offline demands that companies evaluate their customer service strategies and understand which solutions will optimize their online presence, leverage legacy systems and ultimately, integrate the two in order to surround the customer. Through a recent survey of 38 top CRM vendors, In-Stat evaluated which vendors solutions based on comprehensiveness of communication channels, ease of integration, and ease of use. Vendors were ranked on three categories: Customer Touch Point Applications, Adimistration capabilities, and Integration with legacy systems. This report focuses on "traditional" vendors.

• Executive Summary


• Methodology
  
  
  
  • Data Collection
  
  
  
  


• CRM Solution Providers
  
  
  
  • Traditional CRM Vendors
  
  
  • Challenges and Issues of Traditional CRM Vendors
  
  
  • Non-traditional CRM Vendors
  
  
  • Challenges & Issues for Non-traditional CRM Vendors
  
  
  
  


• Market Evolution for Non-traditional CRM Vendors


• The Evolution of Customer Relationship Management
  
  
  
  • New Points of Contact for CRM
  
  
  
  


• An Ideal CRM Solution


• Key Components of An Ideal CRM Solution
  
  
  
  • Voice
  
  
  • E-mail Response Management
  
  
  • Live Chat
  
  
  • Web Collaboration
  
  
  • Self-help
  
  
  • Voice over IP (VoIP)
  
  
  • Administration
  
  
  • Integration
  
  
  
  


• Customer Requirements Driving CRM
  
  
  
  • Top 3 Most Important Factors in a CRM Solution
  
  
  
  


• Rankings: All Vendors
  
  
  
  • Top 5 Traditional CRM Vendors
  
  
  
  


• Vendor Profiles
  
  
  
  • Profile Contents
  
  
  • Aspect
  
  
  • Avaya
  
  
  
  




• CellIT


• Chordiant


• Clarify


• Davox


• eLoyalty


• eOn


• Genesys


• Interactive Intelligence


• IntervoiceBrite


• NEC


• Oracle


• Quintus


• Rockwell


• Siebel


• Siemens




• Appendix
  
  
  
  • Points by Category for Traditional Vendors
  
  
  • Points by Category for Non-traditional Vendors
  
  
  
  

• Table 1: Traditional Vendors Surveyed


• Table 2: Surveyed Non-traditional Vendors


• Table 3: Overall Vendor Top Scores for Voice


• Table 4: Overall Vendor Top Scores for E-mail Response Management
  


• Table 5: Overall Vendor Top Scores for Live Chat


• Table 6: Overall Vendor Top Scores for Web Collaboration


• Table 7: Overall Vendor Top Scores for Self-Help


• Table 8: Vendor Adoption of VoIP Application


• Table 9: Administration Scores for All Vendors


• Table 10: Overall Vendor Top Scores for Integration


• Table 11: Integrate Offline and Online CRM Systems - US Business
  Market, 2000


• Table 12: The Aspect Customer Service Solution


• Table 13: Vendor Rankings - Aspect


• Table 14: The Avaya Customer Service Solution


• Table 15: Vendor Rankings - Avaya


• Table 16: CellIT Customer Service Solution


• Table 17: Vendor Rankings - CellIT


• Table 18: Chordiant Customer Service Solution


• Table 19: Vendor Rankings - Chordiant


• Table 20: Clarify Customer Service Solution


• Table 21: Vendor Rankings - Clarify


• Table 22: Davox Customer Service Solutions


• Table 23: Vendor Rankings - Davox


• Table 24: eOn Customer Service Solutions


• Table 25: Vendor Rankings - eOn


• Table 26: Genesys Customer Contact Solutions


• Table 27: Vendor Rankings - Genesys


• Table 28: Interactive Intelligence Customer Contact Solutions
  


• Table 29: Vendor Rankings - Interactive Intelligence


• Table 30: IntervoiceBrite Customer Contact Solutions


• Table 31: Vendor Rankings: IntervoiceBrite


• Table 32: NEC Customer Contact Solutions


• Table 33: Vendor Rankings - NEC


• Table 34: Oracle Customer Contact Solutions


• Table 35: Vendor Rankings - Oracle


• Table 36: Quintus Customer Contact Solutions


• Table 37: Vendor Rankings - Quintus


• Table 38: Rockwell Customer Contact Solutions


• Table 39: Vendor Profiles - Rockwell


• Table 40: Siebel Customer Contact Solutions


• Table 41: Vendor Rankings - Siebel


• Table 42: Siemens Customer Contact Solutions


• Table 43: Vendor Rankings - Siemens


• Table 44: Traditional Vendor Ranking


• Table 45: Top 5 Non-Tradional Vendor Rankings


• Table 46: All Vendor Rankings, 2000


• Table 47: Points by Category for Traditional Vendors


• Table 48: Non-traditional Vendors Points by Category

• Figure 1: Top 5 Overall Vendors


• Figure 2: The Evolution of CRM: Integrated Customer Data


• Figure 3: Integrated Communication for Customers


• Figure 4: Components of An Ideal CRM Solution


• Figure 5: Overall Vendor Ranking - Top 5


• Figure 6: Overall Vendor Ranking - #6-10


• Figure 7: Top 5 Traditional CRM Vendors


• Figure 8: Top 5 Non-traditional CRM Vendors