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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 help desk analysts


CRM: What Is It and Why Do It? Part One: Historical Background
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled by a set of applications that

help desk analysts  generated. Call Center and Help Desk Inbound and Outbound Tools . There are a myriad of tools that improve training, routing, utilization, cross-selling, and service level characteristics of the call center and help desk. Due to the nature of these operations, performance metrics are typically integrated into the applications and trends can be used to validate assumptions. Self Help . These applications expand the availability of service, provide a resource for those users who prefer this format, and

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Help Desk for the Health Care Industry

Help Desk is an application for assisting and managing calls for support from computer users. It also includes computer and software inventory tracking along with technical support knowledge bases.  

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Documents related to » help desk analysts

READER’S POLL: What Type of Software or Business Area Are You Interested in Learning More About?


TEC’s research analysts are currently putting together a calendar of enterprise software buyer’s guides for 2011. Our Buyer Guides and State of the Market Reports provide a wealth of analyst insight into various types of enterprise software, and include sections on the state of the marketplace, vendor case studies, solution overviews, and a technology directory of hundreds of software products

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How to Choose the Right Hosted CRM Solution for You


How can you get the most out of a customer relationship management (CRM) solution while reducing operating costs and increasing overall profitability? By purchasing a hosted CRM solution that’ll provide the benefits of an on-premise CRM solution without the need for a complex implementation or the assistance of an in-house IT team. Hosted CRM is a cost-effective solution that promises a quick return on investment (ROI).

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A Sharp ASP


Sharp Microelectronics of the Americas has selected Harbinger as their Application Service Provider of choice. The multi-year contract will allow Harbinger to integrate e-Procurement and business applications across Sharp's e-Supplier community.

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SAP Gives in to CRM (Part Time) Matrimony


On May 2, SAP AG, the leading provider of enterprise software applications, announced a strategic alliance with Nortel Networks to develop and integrate industry-specific CRM solutions.

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Can Software Help Employees Enjoy their Workdays (more)? - Part 3


Part 1 of this blog series described the genesis and current state of affairs of Workday – a novel company that was founded in March 2005 and launched in November 2006 by two great IT minds and PeopleSoft alumni: Dave Duffield and Aneel Bhusri. Part 2 of this series then got under the hood and analyzed Workday’s secret sauce: its object-oriented and in-memory database (IMDB) and definitional

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Optimizing ITIL with SRM Service Resolution Management for the Next-generation Service Desk


IT organizations today are faced with the constant pressure of reducing costs at the service desk, while at the same time ensuring optimal customer service. To accelerate their IT infrastructure library (ITIL) initiatives, many are implementing service resolution management (SRM) systems. With the addition of SRM, these organizations can address the core issues required to operate an efficient and strategic service desk.

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Salesforce.com Updates Desk.com for SMBs


Salesforce.com recently released an upgrade to Desk.com, a cloud help desk and ticketing application that focuses on small to medium businesses (SMBs). Now Desk.com (formerly known as Assistly), which is available on the Salesforce AppExchange marketplace, features a customizable console, allowing agents to view customer data such as account and sales information with filters to organize the data how they want to view it.

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Caution! Will A Traditional ERP System Help You Deliver Projects?


Companies who build specifically for a customer have unique requirements that are often not understood or dealt with well by some ERP vendors, particularly in the mid-market, who think that systems designed around volume manufacturing fit everywhere.

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Research Analyst Job Opportunity


We're seeking a couple research analysts to join our team in Montreal (our headquarters). Essentially we'd like additional research analysts for enterprise software subjects such as BI, asset management, ERP, etc. Candidates must be able to apply critical thinking skills to all aspects of their research. If the following job description interests you, please contact us. A

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