InformationWeek: The Business Value of Technology

Servicesoft, a vendor of Internet customer-service products, this week will unveil eCenter, a customer-service system that lets companies build a centralized data repository, called Knowledge Builder, to harbor best-practice data, frequently asked questions, and company information. Knowledge Builder integrates that information into existing customer-relationship management systems, databases, automatic call distributors, and electronic-commerce apps.

The information, combined with customer data, enables custom E-mail responses to electronic inquiries from self-service customers or service agents. "The software provides the background for the interaction," says Randy Busch, Servicesoft's VP of product marketing.

Meanwhile, Aspect Telecommunications, a vendor of computer telephony integration and call-center technology, last week introduced the Aspect Customer Relationship Portal. The product creates a portal that can route inquiries-whether they're received by fax, E-mail, or service agent-to the correct app or data source. Aspect is compatible with most major front-office applications.

"CRM should be the center of your universe. These companies are promoting two visions of what's the best way to organize the information you use," says Allen Bonde, an analyst with the Extraprise Group. He says users with call centers can use Aspect more easily, but businesses looking to address Web inquiries and self or assisted service may prefer using a tool such as eCenter as the core.