Call centres Buyers Guide

Call centre solutions as supplied by vendors by deadlineAspect CommunicationsAspect Communications is a provider of customer relationship portals, a software platform for building and deploying e-CRM applications that enable businesses to ensure consistent interactions with their customers from integrated multimedia call centres.

Pricing: on request.

Contact: (02) 9923 5399

Brio Technology

Brio.Enterprise combines query, analysis and reporting into one solution to enable call centres to have access to corporate information and lets them drill down for enhanced customer relationship management.

Key features include integration of query, analysis, and reporting capabilities for Web and client/server environments; combines push and pull server technology for automatic query processing and report distribution and dynamic query over the Web.

Pricing: on request

Contact: (02) 9963 6600

Callscan Australia

Callscan addresses current and future call centre management, via a range of software products and services. Callscan offers workforce management systems, performance management and agent monitoring tools, call centre simulation and modelling tools and management information systems.

Pricing: on application

Contact: (03) 9253 1000

Call Time Solutions

SpeechTime uses Natural Language Speech Recognition (NLSR) technology to handle voice-driven interactions with contact centres and enterprises. SpeechTime incorporates technology from Nuance Communications. NLSR allows organisations to build complex call-flows, previously unattainable with conventional touch-tone telephony navigation.

Pricing: on application

Contact: 1300 134 252

Datacom Systems

Datacom Technical Call Centres provide customers with technical support, help desk, customer service, customer care, event registration, partnership support, product fulfilment, product warehousing, Web site development and hosting, e-commerce development, database development, database management, site administration (onsite or remote).

Pricing: on application.

Contact: (02) 9023 5000

eGain Communications

eGain's Call Centre solutions include eGain Knowledge, a solution designed to handle providing fast and accurate answers to customers' questions, and eGain Call Centre Bridge, a solution for blending Internet communication channels with call centres and enabling communications across channels.

Pricing: on application

Contact: (02) 9492 5400

Epicor Software

Clientele by Epicor is an integrated CRM solution for mid-size organisations to gather, organise, track, and share pre-sales, sales, and post-sales prospect, customer, and competitive information.

Pricing: on request

Contact: 1800 033 857

FaceTime Communications

FaceTime Instant Customer helps e-commerce sites generate sales, build customer loyalty, and lower operational costs by enabling live, person-to-person communication. FaceTime implementations can go live in less than one week.

Pricing: Implementation fee of $1000; $250/agent/monthContact: (02) 9512 3939http://www.facetime.comFrontRange Solutions Heat, FrontRange's (formerly GoldMine Software) suite of help desk software, is Web-enabled and customisable. Heat Self Service provides IT customers with access to HEAT software, allowing them to open, modify and close their own call tickets. Common problems can be solved without contacting the help desk. Additional features include automatic escalation of issues and proactive service level management.

Pricing: on application

Contact:1800 130 031

Fujitsu Australia

Fujitsu operates a call centre business as part of its portfolio of outsourcing services. It also provides a range of applications and technology as a foundation for CRM solutions, including: service centre, call centre and help desk applications; B2C and B2B e-CRM applications and development tools; in-bound and out-bound campaign management systems combining telephony and Internet technology. In addition, Fujitsu provides call centre outsourcing services and IT and related help desk services. The centres handle about 170,000 calls a month with some 300 skilled call centre professionals working in Sydney, Canberra, Melbourne, Wellington and Auckland. Contact: (02) 9776 SolutionsCustomer Interaction Centre uses metrics to provide understanding of real-time call centre performance. CIC enables organisations to analyse data from call centre and front-office automation systems, to improve customer satisfaction, plan resource utilisation, personalise customer service, and benchmark performance.

Pricing: on application

Contact: (03) 9281 3717

IBM MQSeries Integrator

IBM MQSeries Integrator distributes and routes information between different computing platforms according to enterprise-defined business rules, transforming and reformatting it to suit the recipients.

Pricing: on application

Contact: 13 2426

Line4 Australia

DynaRep is a full-function CTI system for call centres from five to 500 seats. It runs on NT and links computer applications running on NT, Unix and IBM AS/400 with PABXs that can be CTI-enabled, including Ericsson, NEC, Nortel, Siemens, Lucent, Fujitsu, Alcatel and Panasonic.

Pricing: Indicative licence fee range for the base system is from $16,500 for 10 users to $77,500 for 100 users and a rental plan is available. The software suite comprises several optional modules, which are to be added to those prices. The annual maintenance fee is 20 per cent. All prices exclude GST.

Contact: (08) 8351 1275.

Magic Solutions

The browser-based service desk, Magic TSD enables IT managers to deliver an integrated, process-oriented service solution. Architecture is built around the latest Internet technologies and Magic TSD comes complete with all the functionality required to deploy an enterprise-level service desk and includes problem, change, and service level management.

Pricing: for two years, $104 per node for 1000Contact: 1300 361 367www.nai.comwww.magichelpdesk.comPeopleSoft The PeopleSoft/Vantive Call Centre solution provides a centralised system to support organisations' customer- related activities across all channels. Functional offerings include: Vantive Support, Vantive Sales and Marketing, and Vantive HelpDesk.

Pricing: on application

Contact: (02) 9413 0000

Point Australia

e-point is an e-CRM software solution enabling companies and their partners to interact with customers and prospects at any stage of the customer life cycle (marketing, sales, service) across assisted or unassisted channels in both B2B and B2C scenarios.

Pricing: on application

Contact: (02) 9957 4860

QAS Systems

QAS Systems has developed the QuickAddress range of address management software, based on Australia Post's Postal Address File (PAF). Within the call centre environment QuickAddress lets users enter address details with keystroke savings of up to 80 per cent. QuickAddress products can also record additional data relating to a premise or a postcode. QuickAddress has been implemented in the call centre facilities of Optus, Primus, Vodafone and Orange Hutchinson Telecom.

Pricing: on application

Contact: (02) 9922 4422

Remedy Corporation

Remedy integrates corporate information systems and CRM solutions in building a customer centric service culture and consist of Purchasing@Work, Remedy SetUp@work, Remedy HelpDesk, Remedy Discovery Services for Microsoft SMS 2.0, Intel LANDesk & Tally System NetCensus, Remedy Asset Management, Remedy Change Management, Remedy Service Level Agreements.

Pricing: package starts at $50,000. Implementation costs estimated separatelyContact: (02) 9416 0412www.remedy.comRockwell Electronic CommerceRockwell EC boosts its reporting and administering tool, Call Centre Commander, providing contact centre supervisors and managers with a global view of multiple contact centres. Manage In Real-Time graphically manages relationships between agents, groups, supervisors and applications across multiple contact centres.

Call Center Commander uses an open platform allowing all major call centre components to be monitored and configured from a single user interface, including e-mail, IVR and multimedia systems.

Pricing: on application

Contact: (02) 9959 1888

Siebel Systems

Siebel Systems' call centre solutions enable organisations to deploy customer contact centres that include intelligent call management, sales and service automation, workflow and business process optimisation, and real time legacy integration capabilities. The solution is designed for the next generation of contact centres, enabling organisations to provide customer service, generate increased revenue, and create a closed-loop information flow seamlessly over multichannel sales, marketing, and customer service operations.

Pricing: on application

Contact: (02) 9012 3341

SpeechWorks International

SpeechWorks 6 is a software product for building over-the-telephone speech recognition services which lets enterprise and telecommunications companies design and deploy secure speech services for the telephone and Internet in more than a dozen languages.

Pricing: $US750 to $1500/port

Contact: (02) 9375 2428

StayinFront Australia

StayinFront provides configured CRM and e-business systems. Call Centre for Visual Elk is a full-function in-bound and out-bound call centre application, which incorporates call queuing functionality, script writing resources and CTI.

Pricing: on application

Contact: 1800 855 276

Tivoli Systems

The Tivoli Service Desk suite consists of three integrated applications: Tivoli Problem Management; Tivoli Change Management; and Tivoli Asset Management, that help manage the functions that are critical to an organisation's IT infrastructure. Tivoli Service Desk enables an organisation to understand and manage the complex relationships between user problems, network events, corporate assets, and changes to the IT infrastructure.

Pricing: available on application.

Contact: 13 2426

Unisys Australia

Unisys delivers services and solutions including customer interaction strategy, channel strategy and operational consulting, systems integration, technical architecture services and outsourcing for enterprise CRM and contact centre domains. Unisys works with strategic partners including Nortel Networks (call centre software, hardware and Periphonics IVR), Siebel (CRM, including field service, call centre and sales force automation), Aspect Communications (customer relationship portal software), Peregrine (service desk, asset management and knowledge base software), and Cisco GeoTel and Alcatel Genesys (CTI).

Pricing: on application

Contact: 1300 655 640

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