CRM solutions will take center stage this week as three major CRM companies — Interface Software, Kana, and RightNow Technologies — launch new versions and modules of their applications. The products aim to resolve what each vendor believes to be the crucial pain point in CRM software.
Interface will release InterAction 5.1, targeted at data change management.
“CRM is getting a black eye. Gartner and Meta [Group] reports both cite data quality as the main reason,” said Rick Klau, vice president of vertical markets at Interface.
The key component of InterAction 5.1 is a data service that will identify anomalies in data, de-duplicate the data, and return it to the customer in a cleansed database, Klau said.
RightNow will launch Version 6.0 of its eService Center CRM application this week. The company is focused on delivering what it calls a multichannel customer service.
“The objective is to empower call center agents with a richer view of a customer during a support-related call,” said Greg Gianforte, CEO of RightNow.
Gianforte also said Version 6 will give agents a customer’s recent sales history, providing the agent an opportunity to up-sell new products or services.
Finally, Kana will launch IQ 8 of its CRM knowledge management product. The new version adds support for J2EE and .Net and four industry-specific modules targeting financial services, high tech, health care, and telecommunications.
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