Executive Summary

By Jim Rapoza  |  Posted 2003-04-21 Print this article Print

: eService Center 5.5"> Executive Summary: eService Center 5.5

Usability Good
Capability Excellent
Performance Good
Interoperability Fair
Manageability Fair
Scalability Good
Security Good
Providing a powerful, intuitive customer interface with a highly complex, unintuitive management interface, RightNows (www.rightnow.com) eService Center may be a headache for some support personnel but will be a welcome tool for customers looking for self-service. Ranging from $35,000 to seven-figure prices for a two-year license, the cost of the hosted option is on par with purchasing service software.

(+) Excellent customer self-service interface; highly customizable; very good built-in reporting.

(-) Complex, unintuitive administration interface; common support tasks take multiple steps.

  • Epicor Software Corp.s Clientele Self-Service Portal
  • KnowledgeBase Solutions KnowledgeBase.net
  • ServiceWare Technologies Inc.s ServiceWare Self-Service

    Jim Rapoza, Chief Technology Analyst, eWEEK.For nearly fifteen years, Jim Rapoza has evaluated products and technologies in almost every technology category for eWEEK. Mr RapozaÔÇÖs current technology focus is on all categories of emerging information technology though he continues to focus on core technology areas that include: content management systems, portal applications, Web publishing tools and security. Mr. Rapoza has coordinated several evaluations at enterprise organizations, including USA Today and The Prudential, to measure the capability of products and services under real-world conditions and against real-world criteria. Jim Rapoza's award-winning weekly column, Tech Directions, delves into all areas of technologies and the challenges of managing and deploying technology today.

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