l product directory


Customer Relationship Management (CRM) Products
When it comes to hype drowning out informed discussion and discourse, nothing in the customer contact/call centre domain quite rivals that which surrounds the technology of customer relationship management (CRM) systems. Pick a brochure from any vendor of what purports to be a CRM product and one is confronted with a series of statements, each of which partially tells you what the product does, partially tells you why you should want it, implies that the product does it well and perhaps includes a very selectively taken extract from the report of one or another respected research company that appears to support the claimed requirement for this product. Such statements appear to have been written in a style that is designed to confuse the reader, not inform him or her. You are expected to get to the end of such a brochure not understanding what the product actually does, but having the impression that the vendor really does understand "this stuff" and that you absolutely need it.

CRM means different things to different people. To most of us, it is a software package that supports the processes of liaising with customers and potential customers and/or of analysing such contacts in a background mode. However, in unvetted directories, one finds all sorts of products listed under the heading of CRM. To complement the above very abbreviated definition of what CRM is, here is a listing of what CRM is not:

l Audio call recording Such systems are used for agent assessment allowing the call centre to provide a better service, but they are not CRM any more than training, ergonomic furniture or good coffee. For a list of such products, see the audio call recording systems page.
l IVR systems and speech recognition These are self-service technologies, not CRM. For a list of such products, see the IVR and speech recognition pages.
l Workforce management software Such systems allow call centres to staff to the level of traffic, but they are not CRM. For a tabulation of such products, see the workforce management systems page.
l Knowledge management Knowledge management systems are useful tools in call centres to provide product and service information, but they are not CRM.
l E-mail processing software Like an IVR system, software to process e-mails, either generating automatic responses or routing e-mails to appropriately skilled agents, is software to process contacts via one specific access channel and is covered on the E-mail management software products page, but such software is not CRM.
l Collaborative browsing As with e-mail processing software, collaborative browsing products service one specific access channel and are featured on the Collaborative browsing products page, but such products are not CRM.
l Voice over IP The technology of voice over IP and the relevant products are covered on the VoIP page, but neither this technology nor its products have any connection with CRM. Vendors claiming so are best shown the door.
l Help desk software Although there is some overlap between CRM and help desk software, the relevant products are covered on the Help desk software page.

Another aspect of this product space that demands comments is the term "eCRM", a term which, given the proliferation of unnecessary name changes to eThis and eThat, immediately brings to mind the name of hypothetical on-line service offered by the sperm bank! Seriously, given that a customer relationship management system is used by an organisation to track and facilitate customer contact independent of the channel used by customers to make contact, the e in eCRM is redundant, unless the product is actually able to service only one channel. Does a vendor of so-called eCRM products also have pCRM, mCRM and cpCRM products? (Ditto for so-called wireless CRM.) As stated above, routing e-mails to appropriately skilled agents is not CRM and it is certainly not eCRM, it is simply skill-based e-mail distribution. Tracking a customer's contacts and analysis of that customer's value, payment history, upsell potential etc. is CRM, whether the customer makes contact in person, by e-mail, by fax or by carrier pigeon.

Further on the topic of so-called eCRM, it is quite likely that some vendors are using this term to refer to automatic on-line payment collection and fulfilment systems. Although such systems may offer some customer tracking capabilities, they are single-channel processing systems in the same category as IVRs and ATMs, but are certainly not CRM products. Don't let vendors tell you they are.

Technology aside, one must not lose sight of what CRM really is, which has nothing to do with technology, but everything to do with servicing customers. CRM is, above all, a business process or even a philosophy. If there is one really misleading aspect of so much vendor documentation, it is the implication that implementing a particular vendor's software will result in a huge increase in leads being converted to sales, a doubling in revenue from upselling and the retention until death of each and every valuable customer, all without the organisation itself having to make any changes to its approach to doing business. If a vendor waxes about its software alleviated the haemorrhaging of valuable customers, ask for some case studies citing churn rates before and after that vendor's software has been implemented. But also take a good look at the vendors themselves. If a vendor's staff do not return calls and don't respond promptly to e-mails, ask yourself if they are really a suitable partner to assist you better manage the relationship with your own customers.

Turning to the vendor list itself, it should be noted that some of the products listed on this page have capabilities beyond the bounds of operational and analytical CRM support. It should also be noted that as CRM software are software-only products, many companies with an office in only Australia can and do also support customers in New Zealand.


Consulting Projects Involving CRM
Occidental Communications has undertaken one project to specify and acquire a basic CRM capability for a client. Partners of Occidental Communications have considerable experience in this field.


Product Directory

Clarify from Amdocs
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional e-mail processing and knowledge management

Xchange 8 from Amdocs
Analytic CRM software offering campaign management, customer segmentation and data mining



ATG Commerce, formerly named Dynamo e-Business Platform, from ATG
Customer contact tracking and data mining application



ciboodle Process Platform, formerly named GT-X, from ciboodle, formerly named Graham Technology
CRM software offering sales lead management, sales force automation, customer contact tracking, scripting, workflow processing, customer segmentation, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional CTI interface and predictive dialling



Encompass from Cincom
CRM software offering sales lead management, scripting, customer contact tracking, workflow processing, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls and optional IVR, predictive dialling and e-mail routing to e-mail skillgroups



Commence RM from Commence Corporation, distributed by Advanced User Systems
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, call logging and tracking, historic analysis of fault calls, asset management and optional limited CTI interface capability, limited routing of e-mails to agents and knowledge management



Onyx from Consona
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, configuration management and optional knowledge management targeted at medium-sized operations



Webforce from Cegedim Dendrite
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional IVR, routing of e-mails to agents and knowledge management


Clarify from Clarify
Clarify was acquired by Nortel in 1999 and subsequently sold to Amdocs in 2001.



eContact BusinessPro from eContact
CRM software offering customer contact tracking and customer segmentation



eFrontOffice from Epicor
CRM software offering sales lead management, sales force automation, customer contact tracking, scripting, workflow processing, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls and optional routing of emails to agents and knowledge management



Mosaic (formerly named Probe SM) from Experian
Analytical CRM software offering customer segmentation and data mining targeted at the finance industry



GoldMine from FrontRange Solutions (formerly Goldmine)
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining and optional IVR, CTI and knowledge management targeted at small to medium sized enterprises



Infor CRM from Infor Global Solutions
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, asset management, configuration management and optional knowledge management



InterAction from Interface Software, distributed by Timeframe Systems
CRM software offering customer contact tracking, customer segmentation and data mining



i2 Customer Relationship Management from i2
CRM software offering workflow processing, scripting, customer segmentation, data mining, historic analysis of fault calls, configuration management, asset management, routing of e-mails to agents and knowledge management



Jade Call Agent from Jade Systems
CRM software offering sales lead management, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls and optional routing of e-mails to agents and knowledge management



Lawson M3 CRM (formerly Movex CRM) from Lawson Software
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, customer segmentation, call logging and tracking and limited routing of emails to agents. Associated products offer data mining, historic analysis of fault calls, configuration management and asset management



LegrandCRM from Legrand Software
CRM software offering sales lead management, sales force automation, customer contact tracking and workflow processing



Maximizer from Maximizer Software
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining and call logging and tracking



Microsoft Office Outlook 2007 with Business Contact Manager from Microsoft Business Solutions
CRM software offering sales lead management, customer contact tracking, and call logging and tracking.

Microsoft Dynamics CRM from Microsoft Business Solutions
CRM software.

Microsoft Dynamics AX from Microsoft Business Solutions
CRM software offering sales lead management, sales force automation and workflow processing.

Microsoft Dynamics NAV from Microsoft Business Solutions
CRM software offering customer contact tracking and workflow processing.

Great Plains Siebel Front Office from Microsoft Business Solutions
Product discontinued

Navision Attain from Microsoft Business Solutions
Product discontinued

Navision Axapta from Microsoft Business Solutions
Product discontinued

Navision Siebel Solution from Microsoft Business Solutions
Product discontinued


Navision Attain from Navision
Navision was acquired by Microsoft.

Navision Axapta from Navision
Navision was acquired by Microsoft.

Navision Siebel Solution from Navision
Navision was acquired by Microsoft.

Clarify from Nortel
Clarify was sold to Amdocs in 2001.


Onyx from Onyx
Onyx, the company, was renamed Consona in 2009.



CRM 11i from Oracle
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional e-mail processing and knowledge management

JD Edwards EnterpriseOne (formerly J.D. Edwards 5 CRM) from Oracle
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, call logging and tracking, historic analysis of fault calls, asset management, configuration management and optional e-mail assignment to agents and knowledge management

Peoplesoft Enterprise (formerly PeopleSoft 8 CRM) from Oracle
CRM software offering customer contact tracking, workflow processing, scripting, customer segmentation and call logging and tracking

Siebel CRM Applications (formerly the Siebel software suite) from Oracle
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional e-mail processing and knowledge management

Hyperion eCRM Analysis Suite from Oracle
Analytical package offering customer segmentation, analytics and reporting, designed to work with other vendors' CRM and ERP software


PeopleSoft 8 CRM from PeopleSoft
PeopleSoft was acquired by Oracle in 2005.



Pivotal Relationship from Pivotal, distributed by Eclipse Computing
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls and knowledge management


AxS from Polk
Polk, formerly of Carnegie Victoria, is no longer in business.



Prospector from Prospector Customer Software Systems
Sales force automation software also offering sales lead management, customer contact tracking and optional e-mail processing



Prosper CRM Suite from Prosper CRM Solutions
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, e-mail processing and limited knowledge management capability



ACT! from Sage CRM (formerly Interact Commerce)
CRM software offering sales lead management, customer contact tracking, campaign management, scripting, customer segmentation, and optional CTI interface, call logging and tracking

Saleslogix from Sage CRM (formerly Interact Commerce)
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, campaign management, customer segmentation, configuration management, and optional CTI interface, call logging and tracking and knowledge management

ACCPAC eCRM from Sage CRM
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, customer segmentation, call logging and tracking, historic analysis of fault calls and optional CTI interface



mySAP from SAP
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional e-mail processing and knowledge management



SAS Solution for CRM from the SAS Institute Australia
Analytical CRM software offering customer segmentation and data mining


Siebel software suite from Siebel
Siebel was acquired by Oracle in 2006



StayinFront CRM (formerly Visual Elk) from StayinFront (formerly The Great Elk Company)
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional CTI interface, e-mail processing and knowledge management modules



eTouchPoint from Streamline Solutions
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, scripting, call logging and tracking, historic analysis of fault calls, configuration management, and knowledge management



Teradata Relationship Manager from Teradata
CRM software offering sales lead management, customer contact tracking, data mining and customer segmentation



Affinium Model from Unica Corporation, distributed by Premier Technologies
Marketing analytics software offering customer segmentation and data mining



Sales Ace from ZED Data Solutions
CRM software offering sales lead management, sales force automation, customer contact tracking, workflow processing, customer segmentation, data mining, call logging and tracking, historic analysis of fault calls and asset management


CRM Product Feature Summary

_CRM capabilities Help desk capabilities Optional capabilities
ProductSLMSFACCTWFScCSDMCLAFACMAMCTIIVREMKM
ClarifyYYYYYYYYYYY__OO
Xchange 8_____YY________
ATG Commerce__Y___Y________
ciboodle Process PlatformYYYYYY_YYYYY___
EncompassY_YYYYYYY___OO_
Commence RMYYYYYY_YY_YL_LO
OnyxYYYY_YYYYY____O
WebforceYYYY_YYYYYY_OOO
eContact BusinessPro__Y__Y_________
eFrontOfficeYYYYYYYYY____OO
Mosaic_____YY________
GoldMineYYYYYYY____OO_O
Infor CRMYYYY_YYYYYY___Y
InterAction__Y_YY_______OO
i2 Customer Relationship Management___YYYY_YYY__OO
Jade Call AgentY_YYYYYYY____OO
Lawson M3 CRMYYYY_Y_Y_____O_
LegrandCRMYYYY___________
MaximizerYYYYYYYY_______
Microsoft Office Outlook 2007Y_Y____Y_______
Microsoft Dynamics CRM_______________
Microsoft Dynamics AXYY_Y___________
Microsoft Dynamics NAV__YY___________
CRM 11iYYYYYYYYYYY__OO
JD Edwards EnterpriseOneYYYYYY_YYYY__OO
Peoplesoft Enterprise__YYYY_Y_______
Siebel CRM ApplicationsYYYYYYYYYY___OO
Hyperion eCRM Analysis Suite_____Y_________
Pivotal RelationshipYYYYYYYYY_____O
ProspectorYYY__________O_
Prosper CRM SuiteYYYYYYYYY____OL
ACT!Y_Y_YY_Y___O___
SaleslogixYYYYYY_Y_Y_O__O
ACCPAC eCRMYYYY_Y_YY__O___
mySAPYYYYYY_YYYY__OO
SAS Solution_____YY________
StayinFront CRMYYYY_YYYYYYO__O
eTouchPointYYYYY__YYY____O
Teradata Relationship Manager_YY__YY________
Affinium Model_____YY________
Sales AceYYYY_YYYY_Y____
SLM = sales lead management
SFA = sales force automation
CCT = customer contact tracking
WF = workflow processing
Sc = scripting
DM = data mining
CS = customer segmentation
CLA = call logging and tracking
FA = fault analysis
CM = configuration management
AM = asset management
CTI = CTI interface
EM = E-mail processing
KM = knowledge management

Y = yes (feature supported)
O = optional feature
L = limited capability



Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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Occidental Communications, 2010