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SiemensAGCall Center SuiteSearchCRM.com Product Directory2008 EDITIONKunnectCisco Systems Inc.This product brought to you by:
INTROWelcome!INDEXASPECT SOFTWAREINC.AVAYA INC.CALABRIO INC.CIBOODLECINCOMSYSTEMS INC.Welcome to SearchCRM.com’s Call Center Suite Product Directory. This directorywas designed to be a valuable resource for those getting started with research orevaluating vendors in the call center market.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.In the listings below you’ll find basic information about the major vendors in thecall center suite market and the products they sell. Each listing is accompanied bya short description and a long description including limited information about functionality and product use. You’ll find products for businesses of all sizes as well asproducts that can be deployed on-demand and on-premise. Use this list to get started with the evaluation process. For more information about any of the products or tospeak to a sales representative, please visit the vendor website or product website.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.SearchCRM.com will launch a series of directories throughout the year to addressunique segments of the CRM market. To view the entire collection of CRM productdirectories, click here. If you’d like to submit a product listing to be included in afuture directory, click here.Happy shopping!PROMERO INC.QWESTRIGHTNOWTECHNOLOGIESINC.For questions for the editors or to make suggestions for improving the directory,write to us at editor@searchcrm.com.SALESFORCE.COMINC.SIEMENS AGABOUTSEARCHCRM.COMMETHODOLOGYSEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 2
Index at a GlanceINTROClick on the product name at left to jump to a longer description.INDEXASPECT SOFTWAREINC.SAAS ORSERVICEONPREMISE11ssssssPAGEVENDORPRODUCT4Aspect Software Inc.Aspect Unified IPCALABRIO INC.4Avaya Inc.Avaya Call CenterCIBOODLE5Calabrio Inc.Calabrio One5ciboodleciboodle6Cincom Systems Inc.Cincom Synchrony6Cisco Systems Inc.Cisco Unified ContactCenter Enterprise7Contactual Inc.Contactual OnDemandContact Center17CosmoCom Inc.CosmoCall Universes8Five9 Inc.Virtual Call Center Suite8Genesys Telecommunications Laboratories Inc.Genesys Customer InteractionManagement Platform1119Interactive Intelligence Inc.Customer Interaction Center1ssAVAYA INC.CINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.11COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.9Knova Software Inc.KnovaNOBLE SYSTEMSCORP.10Kunnect Inc.Kunnect Hosted IP Call CenterNORTELNETWORKS LTD.10Noble Systems Corp.Noble Solution SuiteORACLE CORP.11Nortel Networks Ltd.Nortel Contact CenterPROMERO INC.11Oracle Corp.Oracle Contact CenterAnywhereRIGHTNOWTECHNOLOGIESINC.12Oracle Corp.Siebel Contact Center12Promero Inc.ProStar On DemandSALESFORCE.COMINC.13QwestQwest Contact Center Solutions13RightNowTechnologies Inc.RightNow’s call centerCRM product14Salesforce.com Inc.Salesforce Call Center14Siemens AGHiPath ProCenterQWESTSIEMENS endor: Vendor/developer of product at directory press timeProduct: Product name1 SaaS or services: technology available as SaaS, hosted, on-demand, ASP and Web Servicess On-premise: software or systems on premise2 Descriptions were written by the SearchCRM.com editorial team based on information gathered from vendorwebsites.SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 3
ASPECT SOFTWARE INC.AVAYA INC.INTROINDEXASPECT SOFTWAREINC.AVAYA INC.Aspect Unified IPAvaya Call CenterAspect Unified IP is anall-in-one, IT-ready unified callcenter product. 1sAvaya Call Center offers a suiteof call routing and resource selectioncapabilities designed to help agentshandle calls more effectively andboost call center productivity. 1sCALABRIO INC.CIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.PROMERO INC.QWESTRIGHTNOWTECHNOLOGIESINC.COMPANY WEBSITE :FOUNDED :1973SUMMARY : Aspect Unified IP is a SessionInitiation Protocol-based, Voice overInternet Protocol (VoIP) product thatcombines automatic call distribution,predictive dialing, voice portal, Internetcontact, workflow management, multichannel recording and quality management into a single software platform.The product allows businesses to virtualize their call centers, deploy singlesite, multi-site or multi-tenant applications and communicate with customersover voice, email or chat. Additionalcapabilities include skills-based routing,outbound call distribution, Web callback, agent desktop scripting, abandoned call recovery and speech recognition. Aspect Unified IP is alsoavailable as a hosted product. 2The cost is 1,867- 3,700 peragent for a 150-agent IP software andhardware configuration.PRICING:SALESFORCE.COMINC.SIEMENS AGwww.aspect.comwww.avaya.com2000SUMMARY: Avaya Call Center helpscall center agents handle calls withadvanced call routing capabilities. Theproduct offers a suite of call routing andresource selection capabilities. AvayaCall Center’s virtual routing capabilityoffers multi-location enterprises theability to maximize the utilization oftheir resources across all sites, andgives call center managers the abilityto choose which agent to connect tothe customer. The product integrateswith many networks, so call centers canmaintain their existing hardware andsoftware. Additional capabilities includecall vectoring and advanced segmentation. Avaya’s Contact Center OnDemand application is also available,delivered over an IP network in a usagebased monthly subscription model. 2COMPANY WEBSITE:FOUNDED:Avaya Call Center is priced(list price) at 240- 840 per seat,depending on the volume RCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 4
CALABRIO INC.CIBOODLEINTROINDEXASPECT SOFTWAREINC.AVAYA INC.CALABRIO INC.Calabrio OneciboodleCalabrio One combines desktop toolswith workforce optimization to unifyprocesses for call center agents andsupervisors. sciboodle combines customerinteraction software and processmanagement tools in a single tool. sCOMPANY WEBSITE:CIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.PROMERO INC.QWESTRIGHTNOWTECHNOLOGIESINC.COMPANY WEBSITE: www.calabrio.comSUMMARY: CalabrioPRICING: IndividualSALESFORCE.COMINC.SIEMENS AGABOUTSEARCHCRM.COMMETHODOLOGYsoftware modulesstart at approximately 500 per seat,depending on features and bundles.1986SUMMARY: ciboodle is made up of avariety of software components thatare designed to improve the customerexperience while they reduce costs forthe organization as a whole. The Webbased ciboodle desktop provides callcenter agents and managers access toall critical applications in a configurableuser interface. The interactions manager tool routes customers to the appropriate available agent or to a self-service option. Additional features includean executive dashboard, agent andcustomer record management, collaboration tools and operational reporting.ciboodle, which integrates with existingenterprise applications, typically focuses on the financial services, retail,telecommunications and utilitiesindustries. 2FOUNDED:2007 (spin-off)One, built for virtual,VoIP-based networks, integrates agentand supervisor desktop applicationswith workforce optimization softwaredesigned to optimize team performance. Calabrio’s workforce managementfunctionality provides supervisors withdetailed scheduling and staffing information. The product’s quality management tools include voice and screenrecording and evaluation technology.The product provides reports and realtime alerts to managers, allowing themto make adjustments as necessary.Calabrio One products are packagedand configurable and integrate withCRM applications with little or nocustomization.FOUNDED:www.ciboodle.comPRICING: ciboodle’slicense modelsand pricing points vary and are flexibledepending on client needs. Optionsinclude models where pricing is basedon concurrent users, number of activeuser sessions, enterprise-wide licenseand Capex and Opex models. (Declinedto provide additional pricing details.)SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 5
CINCOM SYSTEMS INC.CISCO SYSTEMS INC.INTROINDEXASPECT SOFTWAREINC.AVAYA INC.CALABRIO INC.Cincom SynchronyCisco Unified Contact CenterEnterpriseCincom Synchrony is a unifiedagent desktop designed to streamlinehandle times and improve servicelevels in the call center. 1sCisco’s Unified Contact CenterEnterprise combines multi-channelautomatic call distributor functionalitywith IP telephony to allow companiesto deploy a distributed contact centerinfrastructure. 1sCIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.PROMERO .SIEMENS AGABOUTSEARCHCRM.COMCOMPANY WEBSITE: www.cincom.comFOUNDED:1968SUMMARY: CincomSynchrony is a unifiedagent desktop that works to streamlinehandle times and improve service levelsby giving agents immediate access torelevant customer information. Inboundand outbound interaction managementfunctionality aims to provide consistency across all touch points and enablescomprehensive reporting and analyticsfor improved customer experiencemanagement. Cincom’s hosted product,Synchrony, is also available. This product is built on a Web-native platformand is specifically designed for smalland midsized businesses. CincomSynchrony’s hosted product providesorganizations with a virtual call centerenvironment. 2PRICING: Pricing for the hosted versionof the Cincom Synchrony unified agentdesktop begins at 80 per seat permonth. Additional fees apply for add-onfunctionality such as channels andsupervisor tools.COMPANY WEBSITE:www.cisco. com1984SUMMARY: Cisco Unified Contact CenterEnterprise delivers contact routing, calltreatment, network-to-desktop computer telephony integration (CTI), andmulti-channel contact managementover an IP infrastructure. The productintegrates inbound and outbound voiceapplications with Internet applicationslike real-time chat and email. Thisallows agents to participate in multipleinteractions simultaneously. Additionalcapabilities include call routing basedon real-time conditions and comprehensive customer profiling. Cisco Unified Contact Center Hosted is alsoavailable to enterprise customers. Thehosted product provides a centralizedcall center infrastructure and a suite ofintegrated services that includes multimedia applications, intelligent call routing and network interactive voiceresponse (IVR). 2FOUNDED:METHODOLOGYPRICING: Declinedto provide pricing.SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 6
CONTACTUAL INC.COSMOCOM INC.INTROINDEXASPECT SOFTWAREINC.AVAYA INC.CALABRIO INC.CIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.PROMERO INC.Contactual OnDemandContact CenterCosmoCall Universe is a unified,multi-tenant call center suite. 1sThe Contactual OnDemand ContactCenter ties together all customercommunications channels to producesuccessful customer interactions. 1COMPANY WEBSITE:FOUNDED:www.cosmocom.com1996SUMMARY: CosmoCall Universe includesautomatic call distributor (ACD), IVR,CTI, predictive dialing, multimediarecording and a variety of managementapplications. With the on-demandoption, users pay based on actualusage. CosmoCall Universe providesqueuing and routing for all contacttypes, including chat, voice, video andemail. The product includes multitenancy capabilities and individualtenant self-administration. Additionalcapabilities include real-time reporting,unified agent and supervisor interfacesand self-service options. CosmoCallUniverse is available as a premisebased or hosted solution. 2FOUNDED:www.contactual.com2000SUMMARY: The Contactual OnDemandContact Center combines phone, email,chat and voicemail with standard andcustomer call center performance metrics. The subscription-based on-demandmodel allows users to start their callcenters immediately, without a specialized, on-premise infrastructure. Theproduct offers a six-hour “JumpStart”training program that gives users acomplete rundown of the product’scapabilities. Additional features includeskill-based routing, real-time monitoring and reporting, voice recording andlogging, IVR, CTI and CRM integration. 2COMPANY WEBSITE:PRICING: PayQWESTRIGHTNOWTECHNOLOGIESINC.CosmoCall UniversePRICING: Declinedto provide pricing.as you go. Toll-free calls canbe delivered to agents in the IP domainfor as little as .02 to .04 per minute.SALESFORCE.COMINC.SIEMENS AGABOUTSEARCHCRM.COMMETHODOLOGYSEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 7
FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTROINDEXASPECT SOFTWAREINC.AVAYA INC.CALABRIO INC.CIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.PROMERO INC.QWESTRIGHTNOWTECHNOLOGIESINC.Virtual Call Center SuiteGenesys Customer InteractionManagement PlatformFive9’s Virtual Call Center Suitecombines inbound and outboundcall center capabilities to service themaximum number of calls with theminimum number of agents. 1www.five9.com2001SUMMARY: Five9 combines a wide rangeof capabilities, including ACD, IVR,VoIP, quality monitoring, real-timereporting and campaign and list management in its hosted suite. Five9 provides training for all users, recommendsspecific call center equipment andincludes Web-based configurationtools. Five9’s predictive dialer automates outbound processes, and ACDand skills-based routing capabilitieshandle inbound call center operations,filtering calls to the right agent at theright time. Call center managers canmonitor real-time statistics, overseeagent performance and make use ofreporting and quality managementfeatures to evaluate the call center’soverall effectiveness.COMPANY WEBSITE:FOUNDED:SALESFORCE.COMINC.SIEMENS AGABOUTSEARCHCRM.COMMETHODOLOGYThe Genesys Customer InteractionManagement platform deploys andmanages inbound and outbound customer interactions, including voice,email, multimedia and work items. 1on-demand pricingstarts at a list price of 175 per user, permonth, plus long-distance fees. Volumediscounts are available. Annual contracts are also available.COMPANY WEBSITE:www.genesyslab.com1990SUMMARY: The Genesys platform automatically captures, processes, routes,reports on and integrates all customerinteractions and activities based oncompany-defined business rules.Genesys’ routing engine can routenearly one million calls and more than40,000 emails per hour. The productalso centralizes the creation, administration and management of customerinteractions. Genesys’ modular designallows users to add capabilities asneeded. Offline work processing andagent training are integrated with customer interactions, maximizing agentproductivity. The product also integrates with a variety of call centerinfrastructure options. 2FOUNDED:PRICING: MonthlyPRICING: Declinedto provide pricing.SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 8
INTERACTIVE INTELLIGENCE INC.KNOVA SOFTWARE INC.INTROINDEXASPECT SOFTWAREINC.AVAYA INC.CALABRIO INC.CIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.ORACLE CORP.PROMERO .SIEMENS AGABOUTSEARCHCRM.COMMETHODOLOGYCustomer Interaction CenterKnovaInteractive Intelligence’s CustomerInteraction Center (CIC) is an IPcommunications platform and preintegrated application suite developedspecifically for the multi-channelcontact center. 1sKnova provides self-service, callcenter and forums applications aimedat maximizing the value of everycustomer interaction. sCOMPANY WEBSITE:FOUNDED:COMPANY WEBSITE:www.inin.com1991SUMMARY: Built1994SUMMARY: Interactive Intelligence’sCIC brings together communications,information and business processesthroughout the organization, and isdesigned to provide the customer witha consistent experience across all touchpoints. The product integrates withexisting IT infrastructure and offers central configuration and administration.CIC’s features include total contactmanagement and quality monitoring.Advanced functionality and specifications are available based on the organization’s needs. CIC is also availableas a hosted product. 2FOUNDED:PRICING: CICwww.knova.comis priced per user or station.Average contact center agent pricing isbetween 2,500 and 4,000 depending on media and functionality. Pricingincludes installation and hardware.Average business-user pricing isbetween 350 and 1,000 per station,depending on functionality and systemsize.on an adaptive searchand knowledge management platform,Knova aims to maximize the value of allinteractions throughout the customerlifecycle. Knova’s call center applicationautomates call center agent processesand the product’s online self-serviceapplication provides customers withthe ability to access experts, forumsand live customer service agents.Knova’s Forums application is a fullyintegrated peer support applicationthat lets customers provide feedbackto the company. 2PRICING: The starting license cost forKnova Self-Service is 100,000 withaverage costs around 200,000 250,000. The starting license cost forKnova Forums is 75,000 with averagecosts around 100,000. The startingprice for Knova Contact Center is 125,000 with average costs around 250,000- 300,000. Suite deals aresold at average costs of 350,000 500,000. Pricing for Knova SelfService and Knova Forums is based onapplication fees plus CPUs. The KnovaContact Center application is soldas an app fee plus named users.SEARCHCRM.COM CALL CENTER SUITE PRODUCT DIRECTORY 9
KUNNECT INC.NOBLE SYSTEMS CORP.INTROINDEXASPECT SOFTWAREINC.AVAYA INC.Kunnect Hosted IP Call CenterNoble Solution SuiteKunnect Hosted IP Call Centerprovides hosted call center servicesthat transition organizations to IP. 1Noble Solution Suite is a unified callcenter platform that manages inbound,outbound and blended customercontacts. sCALABRIO INC.CIBOODLECINCOMSYSTEMS INC.CISCO SYSTEMS INC.CONTACTUAL INC.COSMOCOM INC.FIVE9 INC.GENESYS TELECOMMUNICATIONSLABORATORIES INC.INTERACTIVEINTELLIGENCE INC.KNOVASOFTWARE INC.KUNNECT INC.NOBLE SYSTEMSCORP.NORTELNETWORKS LTD.COMPANY WEBSITE:www.kunnect.comN/ASUMMARY: Kunnect Hosted IP Call Centeroffers predictive dialing, power dialingand ACD at reduced costs with nolong-term commitments or up-frontIT investments. Kunnect’s hosted ACDtechnology provides users with multiplequeues, automatic customer identification, screen pops, priority routing andreporting and analytics. Kunnect alsooffers local direct inward dialing andtoll-free numbers from across thenation. Additional capabilities includecall recording, call monitoring, realtime statistics gathering and Webscripting. 2FOUNDED:ORACLE CORP.PROMERO .SIEMENS AGPRICING: Contracts are month-to-month.There is a one-time setup fee of 750.Pricing starts at 50 per month, threecents per call or unlimited nationwidecalling for 199 per agent per month.COMPANY WE
SUMMARY:Aspect Unified IP is a Session Initiation Protocol-based, Voice over Internet Protocol (VoIP) product that combines automatic call distribution, predictive dialing, voice portal, Internet contact, workflo
