SUPPORT SERVICES IN CANADA

Technology Vendors & Service Providers

A list of links, by category, to Technology Vendors and Service Providers conducting business in Canada

Call Handling & Problem Resolution Tools/Products

HEAT - a provider of ITIL compliant IT Service Management solutions
Axios Systems - a provider of ITIL compliant IT Service Management solutions
Magic Solutions - a provider of ITIL compliant IT Service Management solutions
Clientele
Forms+Phones by Loki Innovations Made in Canada!
PROP by Precision Consulting & Automation Made in Canada!
EasyAccessHelpDesk Made in Canada!
Touchpaper - a provider of ITIL compliant IT Service Management solutions

Enterprise Systems

This category covers product suites that offer enterprise wide solutions that include other corporate areas besides the support/call centre/helpdesk division.

Clarify - suite of products for Sales, Support, Help Desk, Field Service, Asset Management, Quality & Change Management
Tivoli Enterprise Software - suite of products for Support, Help Desk, Asset Management, Quality & Change Management
Siebel - suite of products for Marketing, Sales, Help Desk, Field Service, Asset Management & Quality
Applix - suite of products for Sales, Help Desk, Field Service, Asset Management, Quality, & Training Course Registration Management
Remedy Corporation - suite of products for Help Desk, Asset Management, Quality & Change Management

ACD & Telephony Technology

Call Center Manager by Genesys - Call Centre Productivity
TotalNet by IEX Corporation- Call Routing
ACD Planner by HTL Telemanagement - Enhanced Staff Forecasting using ACD data
Aspect eWorkforce Management - Combines Staff Forecasting, Scheduling, & Agent Productivity using ACD data
Call Link - Computer (Desktop) Telephony
Harmony & QVision by Precision Consulting & Automation Made in Canada! - ACD, IVR,Queue Montiors Fax on Demand
Aria Solutions Computer Telephony & IVR Integrators
TELAX Systems Inc.

Upstream Works Software Computer Telephony Integration
IMECO Telecom Remote call centre connection

Support via the Web

Right Now Technologies, Inc - Web automation tool for Support
Aspect Web Agent by Aspect Telecommunications - Customer/Agent on-line interaction tool
WebTracker by Precision Consulting & Automation Made in Canada! - Web automation tool for Support
Kana Web-based Customer Support tools
eGain Communications Corp. Web-based Customer Support tools
PCsupport.com- Esupport services via the web
cs-live.com inc.- Real time, on-line customer service support tool
Next Level Concepts- Web based call tracking tools
Onsite-support.NET by TerraLink- Web based call tracking tools. Made in Canada!

Knowledge Bases & Engines

Help!CPR by the Haley Group

Workforce Management

Hills-B Calculator by HTL Telemanagement - Staff Forecasting
ForecastMaster & StaffMaster by Global Management Technologies - Staff Forecasting & Scheduling
TotalView by IEX Corporation - Staff Forecasting and Scheduling
Maxima Advantage by Pipkins - Staff Forecasting and Scheduling
Calabrio by Odysoft Workforce Management software - Available in French, English, Spanish and Portugese
Interactive Help Desk by RADAR Interactive - SLA based workforce mgmt & costing model

Testing Tools

Telnet Inc. - Automated testing solutions designed to test and monitor Call Centres

Services

Logical Process Corp. - CRM, Call Centre, Service Desk, Help Desk & Field Service Business Process Services, Training Products & Workshops
Sirius3 - Helpdesk Training, Consulting, & Publications

Staffing Services

Ajilion
Onico Solutions - Providers of Staffing and Co-sourcing services

Field Service Automation

Glentel Wireless - Wireless Field Service Management products
Dispatch1 by Astea
OpenUPTIME & Techlink by Metrix
Clearview by Nexterna
S2000 Service Management System by MDSI - (604) 270-9939

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