| Feature |
Tech+Center
Help Desk |
Customer+Center
Customer Self-Help |
Business+Center
Sales - CRM |
| Customer Database
|
YES
|
YES
|
YES
|
| Asset Management
|
YES
|
YES
|
NO
|
| 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
|
NO
|
NO
|
YES
|
| Support Case Add/Update
|
YES
|
YES
|
NO
|
| Case Management Tools
|
YES
|
NO
|
NO
|
| Reports |
YES
|
NO
|
NO
|
| File Upload Feature
|
Uploaded
File View-able |
File
Upload Options |
NO
|
| One Step Support Tickets
|
NO
|
YES
|
NO
|
| Database Options
|
Access
SQL*Server7 SQL2000 |
Access
SQL*Server7 SQL2000 |
Access
SQL*Server7 SQL2000 |
| 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
Internet Information Server (IIS) |
MS
Internet Information Server (IIS) |
MS
Internet Information Server (IIS) |
| Server Requirements
|
Windows
NT/2000/XP Server preferred |
Windows
NT/2000/XP Server preferred |
Windows
NT/2000/XP Server preferred |
| 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.
|
| Better Security |
YES
|
YES
|
YES
|
| File Download Options |
YES
|
YES
|
N.A.
|
