l product directory


Help Desk (HD) Software Products
Help desk software is used by organisations to manage service calls from either external customers or internal staff by tracking enquiries, typically fault reports, through to resolution and analysing such reports off-line. Many help desk products also offer some capabilities more associated with CRM software and some CRM software products also offer some help desk products. For further information on such products, visit the CRM Software Products page.

Turning to the product list itself, it should be noted that as help desk products are software-only products, many companies with an office in only Australia can and do also support customers in New Zealand.


Product Directory


AllianceEnterprise Suite from ASTEA
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional IVR and CTI



Remedy IT Service Management from BMC Software
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, workflow processing and optional routing of e-mails to agents and knowledge management



Unicenter Service Desk from Computer Associates
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management and asset management



The Infra Solution from EMC Infra
Help desk software offering call logging and tracking, historic analysis of fault calls, asset management, configuration management, workflow processing, customer contact tracking, scripting and optional CTI interface and knowledge management



Envisage Support Centre from Envisage Systems
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, customer contact tracking, workflow processing, customer segmentation and data mining, as well as optional CTI interface, routing of emails to agents and knowledge management



HEAT from FrontRange Solutions (formerly Goldmine)
Service desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional IVR, CTI and knowledge management



c.support from GWI Software, distributed by Indigo Software
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional knowledge management



IT Service Management Center from Hewlett Packard
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, limited sales lead management, limited sales force automation, customer contact tracking, workflow processing, data mining and customer segmentation as well as optional routing of emails to agents and knowledge management

Peregrine ServiceCenter and Service Desk from Hewlett Packard
Products discontinued



Magic eService from the Magic Group
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, and optional routing of emails to agents and knowledge management

ROCSID from the Magic Group
Help desk software offering call logging and tracking, historic analysis of fault calls and configuration management



HelpMaster Pro from PRD Software
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, sales lead management, customer contact tracking, workflow processing, scripting and customer segmentation, as well as optional sales force automation, routing of emails to agents and knowledge management



Seratec Central from Seratec
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, customer contact tracking, workflow processing, customer segmentation and knowledge management



Quantum from Support Solutions Technologies
Help desk software offering call logging and tracking, fault analysis, workflow processing, customer contact tracking, scripting, data mining by incorporating the CyberQuery report writer, call logging and tracking, historic analysis of fault calls, asset management, configuration management and optional CTI interface, e-mail processing and knowledge management modules



VersaSRS from VersaDev
Help desk software offering sales lead management, sales force automation, customer contact tracking, call logging and tracking, asset management, and CTI interface, optional e-mail processing and knowledge management modules


Help Desk Product Feature Summary

_Help desk capabilities CRM capabilities Optional capabilities
ProductCLTFACMAMSLMSFACCTWFScCSDMCTIIVREMKM
AllianceEnterpriseYYYY_______OO__
RemedyYYYY___Y______O
Unicenter Service DeskYYYY___________
Infra SolutionYYYY__YYY__O__O
Envisage Support CentreYYYY__YY_YYO_OO
HEATYYYY_______OO_O
c.supportYYYY__________O
IT Service Management CenterYYYYLLYY_YY__OO
Magic eServiceYYYY_________OO
ROCSIDYYY____________
HelpMaster ProYYYYYOYYYY___OO
Seratec CentralYYYY__YY_Y____O
QuantumYYOYY_OYYYYO_YY
VersaSRSY__YYYY____O_OO
CLT = call logging and tracking
FA = fault analysis
CM = configuration management
AM = asset management
SLM = sales lead management
SFA = sales force automation
CCT = customer contact tracking
WF = workflow processing
Sc = scripting
DM = data mining
CS = customer segmentation
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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