Vendors To Integrate CRM Software Into Call Centers - InformationWeek

InformationWeek is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them.Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Vendors To Integrate CRM Software Into Call Centers

New entrants into the market for customer relationship-management software are preparing to ship offerings that integrate CRM with one of the oldest forms of customer contact: the call center.

Lucent Technologies is preparing to release its first CRM offering, CRM Central 2000. The software runs on a Windows NT server and automates the flow of customer information between back-end data repositories and systems that serve as customer contact points, including call centers, fax machines, and Web sites. The application currently supports Lucent call-center systems but will be ported to systems from Nortel and other vendors, Lucent says. The company says it will offer limited availability of CRM Central 2000 beginning this month, with general availability by year's end. The application will cost about $3,750 per 100 seats.

Meanwhile, Nuance Communications is planning to integrate its voice recognition technology with CRM systems. The vendor is unveiling two offerings this week, Nuance Customer Support Suite and Nuance Order Management Suite, which can perform CRM functions based on voice queries that businesses receive at call centers. The company says the suites will be available early next year, at a price of about $2,500 per port or seat.

As outside vendors encroach upon the market, traditional CRM vendors are working to expand and differentiate their product portfolios. For instance, SalesLogix will announce next week ePartnerSite, an extranet application that helps businesses manage customer contacts and sales initiated by their resellers and distributors. Available now, ePartnerSite starts at $2,995 per server and $495 per client, with server upgrade options ranging from $2,995 to $25,000.

We welcome your comments on this topic on our social media channels, or [contact us directly] with questions about the site.
Comment  | 
Print  | 
More Insights
2020 State of DevOps Report
2020 State of DevOps Report
Download this report today to learn more about the key tools and technologies being utilized, and how organizations deal with the cultural and process changes that DevOps brings. The report also examines the barriers organizations face, as well as the rewards from DevOps including faster application delivery, higher quality products, and quicker recovery from errors in production.
Data Science: How the Pandemic Has Affected 10 Popular Jobs
Cynthia Harvey, Freelance Journalist, InformationWeek,  9/9/2020
The Growing Security Priority for DevOps and Cloud Migration
Joao-Pierre S. Ruth, Senior Writer,  9/3/2020
Dark Side of AI: How to Make Artificial Intelligence Trustworthy
Guest Commentary, Guest Commentary,  9/15/2020
Register for InformationWeek Newsletters
Current Issue
IT Automation Transforms Network Management
In this special report we will examine the layers of automation and orchestration in IT operations, and how they can provide high availability and greater scale for modern applications and business demands.
White Papers
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Sponsored Video
Flash Poll