Entellium, a developer of on-demand Customer Relationship Management (CRM) software, announced it has received the mantle of leadership in the field of CRM from Forrester Research.
In a report titled, The Forrester Wave: Customer Service Management Software, Q2 2007, Entellium's customer management solution, eCustomerCenter, was named a leader in record-centric customer service management software.
Entellium's eCustomerCenter earned the "leader" honor based on several factors, including:
- A solid customer experience created by a strong workflow engine, flexible routing and queuing capabilities and an escalation and notification engine.
- A low-cost hosted application with strong usability and customization capabilities that meet the needs of mid-market customers.
- A cleaner package that consolidates all of the customer service functions into the agent activity center.
"This is very welcome news," said Paul Johnston, president and CEO of Entellium. "It further validates what we've been telling our prospective customers all along, namely that Entellium works very hard to deliver the best customer experience, from our intuitive user interface (UI) to our exceptional pricing. We strive hard to earn and keep our customers."
In evaluating Entellium, Forrester adhered to its wave methodology that ranks vendors by categories of "leader," "contender" and "risky bets."