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3979 Freedom Cir.
Santa Clara, CA 95054
408.435.7000

Solutions:

WebEx Meeting Center™
WebEx Sales Center
WebEx Event Center™
WebEx Training Center
WebEx Support Center

Company 360

Revenues: $53M
Installed Base: 25000+
Employees: 2091
Deployment: OnDemand

Customer References

Agilent Technologies
BCC Software
BDO Seidman
Best Software
Cognos
Emerson
Ericsson NewQual
KRM
Lawson
Lending Solutions
Quintiles
Administaff

John Ragsdale Commentary

Founded in 1996, WebEx is perhaps best known for their Web conferencing (boasting over 60% marketshare), but also offer an expanding suite of offerings including a complete remote support solution and online selling tools.  The WebExSupport Center includes remote control/remote access, diagnostic tools, file transfers and patch/update installation, as well as a 'click to connect' option to embed in websites to offer customers seamless access to assisted service.  Support for PC, Mac, Linux and Solaris systems is available.

Functional Coverage

  eService
> Web Collaboration
> Proactive Chat
  Email Response Management
  Agent Knowledgebase
  Agent Diagnostic Tools
  Customer Knowledgebase
  Customer Self-Service Problem Diagnostic/Self-Healing
  Forums
> Remote Control/Remote Diagnostic/
Self-Healing


  Field Service
  Field Agent Scheduling/Dispatch
  Parts Inventory/Logistics Tracking
  Wireless Field Service
  CRM
  Case Management
  Entitlement
  SLA Tracking
  Customer History
> Upsell/Cross-Sell


  Contact Center
  Skills Based Routing
  Work Force Optimization
  Quality Monitoring
> Learning Management System
  Voice Self-Service
  Survey Management


  Business Consultants
 
 
 
 

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