Independent Research Firm Cites Numara Software As A Strong Performer In Interaction-Centric Customer Service Management Software Report
Numara Software, Inc., one of the leader in service desk management solutions for IT and customer support professionals, recently announced it was among the select companies that Forrester invited to participate in its The Forrester Wave: Customer Service Management (CSM) Software, Q2 2007. This recent report recognizes Numara FootPrints as a Strong Performer for interaction-centric customer service management.
Forrester assessed 22 select CSM vendors that are top of mind for Forrester clients, hold a strong presence in the customer service market and include functionality that spans multiple functional areas for customer service. Through its analysis, Forrester found that the various vendor offerings cluster around three product sub-segments: record-centric, interaction-centric and process-centric. Numara Software was named a Strong Performer within the interaction-centric group, which includes solutions suited to organizations that prioritize speed and accuracy of the customer interaction and desire a single CSM platform for all customer interaction channels.
The report cites Numara Software's FootPrints solution as "simple to configure and use" and as an, "especially good fit for buyers that are seeking an easy-to-deploy set of customer service tools and are predominantly agent-based." According to the report, Numara FootPrints' strengths include, "strong email response management, agent collaboration tools, customer service analytics and a sound workflow engine."
"Numara Software's recognition by Forrester Research as a Strong Performer in the Interaction-Centric Customer Service Management category reflects our commitment to providing solutions that fit the way our customers work," said David Weiss, president and CEO of Numara Software. "Our solutions are not only easy-to-deploy and use, but they also offer robust and configurable options, allowing them to grow with our customers' expanding and changing customer service organizations."
While Numara FootPrints was originally developed as an internal customer service solution, its "ease of deployment and customization has led about one-third of Numara Software customers to deploy [Numara FootPrints] for external customer service," states the companion report, The Forrester Wave Vendor Summary, Q2 2007, Numara Software is a Strong Performer in Interaction-Centric Customer Service Management Software. This is due to Numara FootPrints' unique flexibility to track and manage business requirements beyond the customer support center, enabling organizations to use a single solution to track help desk, compliance, development and bug tracking, facilities management, and other business initiatives. The Vendor Summary report continues, "The product's strengths lie in its workflow and follow-up capability, including a powerful escalation system, service-level agreements (SLAs), task management and change management for approvals."
Numara Software helps its customers to deliver world-class customer support with a comprehensive automation solution that offers centralized tracking of all incoming requests via multiple communication channels, and integrates with their existing CRM solutions. Numara FootPrints offers world-class tools for online self-service, knowledge management, two-way email management, customer survey management, dynamic integration with existing corporate directories and databases, and automated metrics and reporting on productivity, trends, performance and more. To learn more about Numara FootPrints please visit: www.numarasoftware.com/FootPrints.asp.
About Numara Software, Inc.
Founded in 1991, Numara Software, Inc. (formerly Blue Ocean Software) is a global provider of service desk management solutions for help desk and customer support professionals who need to simplify and gain control over their increasingly complex environments. Numara Software's trusted solutions address critical IT and support functions, such as customer service desk, IT help desk, asset management, software patch and deployment, and network monitoring.
With its two flagship products, Numara Track-It! and Numara FootPrints, and more than 50,000 customer sites worldwide, Numara Software is the service desk management leader for small to mid-sized enterprises. To register for a one-on-one guided walkthrough, attend a webinar or download a trial, please call (800) 557-6970 or visit: www.numarasoftware.com.
SOURCE: Numara Software, Inc.