Independent Research Firm Cites Numara Software as a Strong Performer in Integration-Centric Customer Service Software Solutions

Numara FootPrints Recognized for Ease of Deployment and Customization

(PresseBox) ( Tampa / Fla., )
Numara Software, Inc., a leader in service desk management solutions for IT professionals, today announced it was among the select companies that Forrester invited to participate in The Forrester WaveTM: Customer Service Software Solutions, Q4 2008. Forrester assessed 29 select Customer Service Management (CSM) vendors and recognized Numara Software as a Strong Performer in integration-centric solutions, a category of the evaluation containing 10 vendors.

Forrester evaluated the leading customer service solution vendors across an average of 180 criteria and found that the various vendor offerings still needed to be clustered into three groups: record-centric, interaction-centric and process-centric. Numara FootPrints for Customer Service was named a Strong Performer within the interaction-centric group, which includes solutions that can provide "better customer experiences when the speed and accuracy of the interaction is of the utmost importance." The report also states that, "Numara FootPrints for Customer Service is best suited for companies that want to deliver effective, multichannel customer support and 24-7 self-service within a very short implementation time frame."

Numara FootPrints is a 100% web-based service desk management solution that helps organizations streamline customer service management, improve the customer experience, reduce support delivery costs and integrates with their existing solutions. This practical and highly flexible solution helps customer support centers to centrally manage all incoming service requests via multiple channels, automate comprehensive workflows and business rules, deliver self-service online 24/7, ensure that customer service level agreements are met, and monitors and reports on performance and trends. In addition, Numara FootPrints for Customer Service offers world-class tools for online help desk support, knowledge management, search within FAQ subcategory results, two-way email management and customer surveys.

Numara FootPrints for Customer Service received scores of 4.17 and 4.00 for "Usability" and "Time-to-Value," respectively, on a scale of 0 to 5. According to Forrester the solution, "is quick to deploy, configure and use." The report also notes the Numara Software strategy for delivering "highly productive customer experience to clients and customers with a practical approach to service management via a highly flexible and unique Web-based workflow platform."

"We recognize that today's customer service professionals need practical yet comprehensive, easy-to-use solutions in order to provide superior customer support and improve the customer experience while also addressing real world issues, such as budget and resource constraints," said David Weiss, President and CEO of Numara Software. "We're honored that Numara FootPrints for Customer Service has been recognized by Forrester for its ease of deployment and customization and is included among the top customer service solutions in the world."

While Numara FootPrints for Customer Service 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 [it] for external customer service," stated the report.

Numara and the Numara logo are trademarks of Numara Software, Inc. Track-It! is a registered trademark of Numara Software, Inc.
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