Web-based Customer Interaction: A New Trend in CRM: Industry Report

Web-based Customer Interaction: A New Trend in CRM

Product Type: Market Research Report
Published by: In-Stat
Published: January 2000
Product Code: r97-337

Description

The customer relationship management (CRM) market has undergone a transformation with the explosion of online retailing. A new group of CRM vendors has emerged to address the pain points associated with Web-centric customer service. They facilitate customer interaction through a variety of Web-based communication channels, namely e-mail, text-based chat, Web collaboration, and the nascent voice over IP. This report focuses on this specific segment of CRM, defined as Web-based customer interaction. It profiles the market leaders and explains the applications aimed at personalizing customer service at the Web site. This document also examines possible entrants into this growing market and the threat they pose to established players.

Table of Contents

Executive Summary
Introduction
Market Overview: A Look at The Present and The Future
The Challenge Ahead
Web-based Customer Interaction: A Quick Reference Guide
Vendor Profiles
Brightware
eGain
EShare
FaceTime Communications
Kana Technologies
LivePerson
Silknet
Cisco (formerly Webline)
Possible Entrants
Oracle
Quintus
Interactive Intelligence
Conclusion
Methodology

List of Tables: Table 1: Web-based Customer Interaction Market Demographics

Table 2: Web-based Customer Interaction Vendor Profiles

List of Figures

Figure 1: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenue in Millions)

Figure 2: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenues in Millions)

Figure 3: Web-based Customer Interaction Technologies

Figure 4: Features of the Brightware Solution

Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Table 2: Web-based Customer Interaction Vendor Profiles

List of Figures

Figure 1: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenue in Millions)

Figure 2: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenues in Millions)

Figure 3: Web-based Customer Interaction Technologies

Figure 4: Features of the Brightware Solution

Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution
List of Figures: Figure 1: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenue in Millions)

Figure 2: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenues in Millions)

Figure 3: Web-based Customer Interaction Technologies

Figure 4: Features of the Brightware Solution

Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 2: Web-based Customer Interaction Market Forecast, 1999-2004 (Revenues in Millions)

Figure 3: Web-based Customer Interaction Technologies

Figure 4: Features of the Brightware Solution

Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 3: Web-based Customer Interaction Technologies

Figure 4: Features of the Brightware Solution

Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 4: Features of the Brightware Solution

Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 5: Features of the eGain Solution

Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 6: Features of the eShare Solution

Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 7: Features of the FaceTime Solution

Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 8: Features of the Kana Solution

Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 9: Features of the LivePerson Solution

Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 10: Features of the Silknet Solution

Figure 11: Features of the Webline Solution; Figure 11: Features of the Webline Solution

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