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
2021 State of ITOps and SecOps Report
2021 State of ITOps and SecOps Report
This new report from InformationWeek explores what we've learned over the past year, critical trends around ITOps and SecOps, and where leaders are focusing their time and efforts to support a growing digital economy. Download it today!
InformationWeek Is Getting an Upgrade!

Find out more about our plans to improve the look, functionality, and performance of the InformationWeek site in the coming months.

Remote Work Tops SF, NYC for Most High-Paying Job Openings
Jessica Davis, Senior Editor, Enterprise Apps,  7/20/2021
Blockchain Gets Real Across Industries
Lisa Morgan, Freelance Writer,  7/22/2021
Seeking a Competitive Edge vs. Chasing Savings in the Cloud
Joao-Pierre S. Ruth, Senior Writer,  7/19/2021
Register for InformationWeek Newsletters
Current Issue
Monitoring Critical Cloud Workloads Report
In this report, our experts will discuss how to advance your ability to monitor critical workloads as they move about the various cloud platforms in your company.
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