First Data Systems, XYPRO, Lenders Title, Attorney's Title Guaranty Fund, Sicel Technologies
John Ragsdale Commentary
One of the fallouts of the CRM industry has been a rush to complexity, and many systems today have functional footprints too large and maintenance requirements too intensive for smaller companies. Enter PhaseWare, whose three applications were first conceived in 2004 specifically for small and medium sized enterprises (SME). PhaseWare’s Tracker addresses incident and problem management; Sentry provides a workflow engine to power alerts and escalations, and Concierge offers full Web self-service for customers, including access to a knowledgebase. Again with a nod to SMEs, PhaseWare is compliant with Microsoft standards and runs on MS SQL Server.
Functional Coverage
eService
Web Collaboration
Proactive Chat
Email Response Management
Agent Knowledgebase
Agent Diagnostic Tools
Customer Knowledgebase
Customer Self-Service Problem Diagnostic/Self-Healing
