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Knowledge Management

These software solutions help the contact center to identify, create, represent, and distribute knowledge for improved CRM, reuse, awareness and learning.  Most large companies have resources dedicated to knowledge collection and analysis, often as a part of 'Information Technology' or 'Human Resource Management' departments, and sometimes reporting directly to the head of the organization. These software systems attempt to bring under one set of practices various enabling technologies such as knowledge bases and expert systems, help desks, corporate intranets and extranets, Content Management, wikis and Document Management.

These programs drive the success of a business by capturing, organizing, and analyzing data for shared intelligence, improved performance through best practice implementation and stronger customer loyalty. Call center KM can improve agent productivity and reduce training time.  

Strategic benefits include:
• improved service
• best practices implemented throughout the organization
• market insight through capture and analysis of customer interaction data




 
Epicor Software Corporation

Whether a company is looking for a complete end-to-end software solution or a specific application such as customer relationship management (CRM), supply chain, or financial accounting, Epicor Software Corporation can deliver it. Thousands of companies have put their trust in Epicor to deliver innovative enterprise software solutions that answer their business challenges today and empower them for greater success tomorrow.

Oracle

Oracle offers the industry’s most comprehensive content management platform that provides a superior user experience and reduces development and administration costs.

QL2
QL2 is the leading provider of Market Intelligence On Demand, supplying companies with instant access to critical information from the outside world. QL2’s on demand services deliver market intelligence directly to business users when they need it – without the time lag or technical complexity common with other approaches.
RightNow Knowledge Managment

RightNow is leading the industry beyond CRM to high-impact Customer Experience Management solutions. Companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.


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