CRM Technology Update

By Heather Baldwin

Although the CRM community is closely watching developments in the PeopleSoft-Oracle debacle, they aren’t standing still. In the past month several companies announced new products or additions to current CRM packages.

Onyx Software announced CRMExpress, a complete CRM system that packages Onyx Enterprise CRM software licenses and implementation services for a single fixed fee of $199,000. The package, available exclusively to new customers, is designed for mid-size enterprises and departments within larger enterprises looking to address quickly a specific area of need. Included are 50 seats of the Onyx Employee Portal application and implementation, which can be completed in 90 days. In addition to a core set of implementation services, the package also includes a flexible spending allocation that allows customers to choose additional services that will help optimize the solution for their environment. Visit www.onyx.com.

Epicor Software Corp. has added SurveyWave, a marketing research and business loyalty analytic application, to its Clientele CRM suite of solutions. According to Epicor, SurveyWave enables the swift creation of accurate surveys that can be deployed onto the organization Website through a paper mailing, a direct email campaign or via a telephone interview. Companies that act quickly on survey feedback, they argue, can improve profits by improving customer relationships and, consequently, customer loyalty. SurveyWave is deployed as a hosted service via a secure Internet connection and integrates with Clientele to derive its database of potential respondents. Visit www.epicor.com.

Zeacom, a New Zealand-based provider of call center software for small- to mid-size businesses, introduced its first CRM Screen Pop module for Microsoft CRM. Typically used by larger call centers because of their high price tags, screen pop software automatically identifies a caller and pops his or her account information onto an agent’s screen, saving the agent the time of doing it manually and asking for name spellings or account numbers. Zeacom’s new module, priced at $4,995, is designed for call centers with 150 seats or fewer. The price tag includes a one-time site license fee and can be used by any number of agents up to 150. Visit www.zeacom.com.