|
|
|
l product directory |
Help Desk (HD) Software Products
Help desk software is used by organisations to manage service calls from either external customers or internal staff by tracking enquiries, typically fault reports, through to resolution and analysing such reports off-line. Many help desk products also offer some capabilities more associated with CRM software and some CRM software products also offer some help desk products. For further information on such products, visit the CRM Software Products page.
Turning to the product list itself, it should be noted that as help desk products are software-only products, many companies with an office in only Australia can and do also support customers in New Zealand.
Product Directory
AllianceEnterprise Suite from ASTEA
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional IVR and CTI
Remedy IT Service Management from BMC Software
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, workflow processing and optional routing of e-mails to agents and knowledge management
Unicenter Service Desk from Computer Associates
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management and asset management
The Infra Solution from EMC Infra
Help desk software offering call logging and tracking, historic analysis of fault calls, asset management, configuration management, workflow processing, customer contact tracking, scripting and optional CTI interface and knowledge management
Envisage Support Centre from Envisage Systems
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, customer contact tracking, workflow processing, customer segmentation and data mining, as well as optional CTI interface, routing of emails to agents and knowledge management
HEAT from FrontRange Solutions (formerly Goldmine)
Service desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional IVR, CTI and knowledge management
c.support from GWI Software, distributed by Indigo Software
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management and optional knowledge management
IT Service Management Center from Hewlett Packard
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, limited sales lead management, limited sales force automation, customer contact tracking, workflow processing, data mining and customer segmentation as well as optional routing of emails to agents and knowledge management
Peregrine ServiceCenter and Service Desk from Hewlett Packard
Products discontinued
Magic eService from the Magic Group
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, and optional routing of emails to agents and knowledge management
ROCSID from the Magic Group
Help desk software offering call logging and tracking, historic analysis of fault calls and configuration management
HelpMaster Pro from PRD Software
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, sales lead management, customer contact tracking, workflow processing, scripting and customer segmentation, as well as optional sales force automation, routing of emails to agents and knowledge management
Seratec Central from Seratec
Help desk software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, customer contact tracking, workflow processing, customer segmentation and knowledge management
Quantum from Support Solutions Technologies
Help desk software offering call logging and tracking, fault analysis, workflow processing, customer contact tracking, scripting, data mining by incorporating the CyberQuery report writer, call logging and tracking, historic analysis of fault calls, asset management, configuration management and optional CTI interface, e-mail processing and knowledge management modules
VersaSRS from VersaDev
Help desk software offering sales lead management, sales force automation, customer contact tracking, call logging and tracking, asset management, and CTI interface, optional e-mail processing and knowledge management modules
Help Desk Product Feature Summary
| _ | Help desk capabilities |
CRM capabilities |
Optional capabilities
|
| Product | CLT | FA | CM | AM | SLM | SFA | CCT | WF | Sc | CS | DM | CTI | IVR | EM | KM |
| AllianceEnterprise | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | O | O | _ | _ |
| Remedy | Y | Y | Y | Y | _ | _ | _ | Y | _ | _ | _ | _ | _ | _ | O |
| Unicenter Service Desk | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ |
| Infra Solution | Y | Y | Y | Y | _ | _ | Y | Y | Y | _ | _ | O | _ | _ | O |
| Envisage Support Centre | Y | Y | Y | Y | _ | _ | Y | Y | _ | Y | Y | O | _ | O | O |
| HEAT | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | O | O | _ | O |
| c.support | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ | O |
| IT Service Management Center | Y | Y | Y | Y | L | L | Y | Y | _ | Y | Y | _ | _ | O | O |
| Magic eService | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ | _ | O | O |
| ROCSID | Y | Y | Y | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ |
| HelpMaster Pro | Y | Y | Y | Y | Y | O | Y | Y | Y | Y | _ | _ | _ | O | O |
| Seratec Central | Y | Y | Y | Y | _ | _ | Y | Y | _ | Y | _ | _ | _ | _ | O |
| Quantum | Y | Y | O | Y | Y | _ | O | Y | Y | Y | Y | O | _ | Y | Y |
| VersaSRS | Y | _ | _ | Y | Y | Y | Y | _ | _ | _ | _ | O | _ | O | O |
CLT = call logging and tracking
FA = fault analysis
CM = configuration management
AM = asset management
SLM = sales lead management
SFA = sales force automation
CCT = customer contact tracking
WF = workflow processing
Sc = scripting |
DM = data mining
CS = customer segmentation
CTI = CTI interface
EM = E-mail processing
KM = knowledge management
Y = yes (feature supported)
O = optional feature
L = limited capability
|
Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.
Home
ANZ Product Directory
CRM Software Product Directory
Call Centre Consulting
Contact
|
© Occidental Communications, 2010
|
|
