| Feature |
Tech+Center
Help Desk |
Customer+Center
Customer Self-Help |
Business+Center
Sales - CRM |
|
FREE (2) Tech systems that
do not time out or limited
|
YES
|
YES
|
YES
|
|
Customer Database
|
YES
|
YES
|
YES
|
|
Source Code Provided with Programmers Guide
|
YES
|
YES
|
YES
|
|
Integrated Active Directory
customer lookup/Login
|
YES
|
A/D Logins
|
YES
|
|
Text Chat Support Options |
YES
|
YES
|
NO
|
|
Asset Tracking/Management
|
YES
|
YES
|
NO
|
|
Invoices - Sales/Accounting
|
Time Spent Billing
|
YES
|
YES
|
|
Customer Email Notification
|
YES
|
YES
|
NO
|
|
Tech Email Notification
|
YES
|
YES
|
NO
|
|
Searchable Knowledge Base
|
YES
|
YES
|
NO
|
|
Frequently Asked Questions
|
YES
|
YES
|
NO
|
|
Customer Self Registration
|
N.A.
|
YES
|
NO
|
|
Lost Username/password recovery
|
NO
|
YES
|
NO
|
|
Extensive Customization Options
|
YES
|
YES
|
YES
|
|
Designed to integrate with existing site
|
NO
|
YES
|
NO
|
|
Training Requirements
|
Minimal (1 Hour)
|
None
|
Minimal (1/2 Hour)
|
|
Application Security
|
5 Levels of security
|
Customer Username/Password
|
5 Levels of Security
|
|
Case Scheduling
|
YES
|
Cases are scheduled
|
NO
|
|
User Group Bulk Email Options
|
NO
|
NO
|
YES
|
|
Customer - Rep Assignments Views
|
NO
|
NO
|
YES
|
|
Customer Management Tools
|
YES
|
NO
|
YES
|
|
Support Case Add/Update
|
YES
|
YES
|
NO
|
|
Case Management Tools
|
YES
|
NO
|
NO
|
|
Reports
|
YES
|
NO
|
NO
|
|
File Upload Feature
|
YES
|
YES
|
NO
|
|
One Step Support Tickets
|
NO
|
YES
|
NO
|
|
Database Options
|
Access SQL*Server7 SQL2000/2003 (Linux-MySQL)
|
Access SQL*Server7 SQL2000/2003 (Linux-MySQL)
|
Access SQL*Server7 SQL2000/2003 (Linux-MySQL)
|
|
Supervisor Time Spent Reports
|
YES
|
NO
|
NO
|
|
Easily Configured White Board
|
YES
|
NO
|
YES
|
|
Client Requirements
|
Any web browser
|
Any web browser
|
Any web browser
|
|
Required Web Server
(Server Only) |
MS (IIS) - Windows or Apache/Linux
|
MS (IIS) - Windows or Apache/Linux |
MS (IIS) - Windows or Apache/Linux |
|
Server Operating System
|
Windows NT/2000/2003/XP/VISTA OR
Linux OS
|
Windows NT/2000/2003/XP/VISTA OR
Linux OS
|
Windows NT/2000/2003/XP/VISTA OR
Linux OS
|
|
Administration Options
|
YES
|
Configured in Tech+Center
|
YES
|
|
On-Line Documentation
User Guides, Programmer Guides,
Install Guides and Training modules
|
YES
|
YES
|
YES
|
|
Customer Export to
Outlook and PDAs
|
YES
|
NO
|
YES
|
|
Case Export to Outlook and PDAs
|
YES
|
NO
|
NO
|
|
Customer Note Logs
|
YES
|
NO
|
YES
|
|
Case event Date-Time-User
logging
|
YES
|
YES
|
YES
|
|
Case Auto-Escalation
|
YES
|
YES
|
N.A.
|
|
Language Configurable- Internationalization
|
YES
|
YES
|
YES
|
|
Optional Case Text Fields
|
YES
|
YES
|
N.A.
|
|
Customer Surveys
|
YES
|
YES
|
N.A.
|
|
Calendar/Scheduler Feature
|
YES
|
YES
|
N.A.
|
|
Customer note searches
|
NO
|
NO
|
YES
|
|
Time Spent reports and invoice reports
|
YES
|
NO
|
N.A.
|
|
Asset Export options
|
YES
|
NO
|
N.A.
|
|
Integration of calendar events to Outlook ICalendar
|
YES
|
NO
|
NO
|
|
File Download Options
|
YES
|
YES
|
N.A.
|
