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Comparison Between Onyx And Kana
G-CEM Advisors Reply To Member's Question
www.g-cem.org
Question : We are planning to set up a contact center in China (pref.Shenzhen).In this regard I wish to know the key functionalities of the CRM solution Onyx as compared to Kana.
T.C. Gan, Vice President, Onyx
I think fundamentally the biggest difference is that Onyx started as an enterprise CRM suite, and continue to be very strong in multi-department, enterprise wide rollout. While Kana started as an email management software, and have acquired a CRM company, Broadbase to compliment its lack of core CRM capabilities. In many ways, they are still perceived to be an email management software vendor.
In a CRM evaluation and implementation, years of experience and track records are much more important to guarantee a successful deployment, user adoption and quicker ROI, than features and functions. We believe that if you are looking for a holistic, multi-department or enterprise CRM, Onyx presents a low risk solution with greater success.
Having said that, we do not see Kana as direct competitor. Their technology can be a good compliment to Onyx Enterprise CRM suite to automate the email channels and to provide auto email handling, while Onyx maintains a single view of customer information, including the unification of contacts from other channels such as contact centre, web, kiosk, or face-to-face (store front, branches, field personnels).
Gray Winder, Alliances Manager, CKana Asia Pacific
Kana differentiates itself from Onyx, and other traditional large application software providers, as a single vendor providing the new best-of-breed suite of applications modules that do great Customer Care over email, web, phone and self-service channels. These web channels are not just cheaper than traditional phone channel, but are also available 24 X 7 so your customers can contact you whenever they like.
Analyst reports over the last two years have proven that the "Big Bang" CRM implementations have been destined to failure to perform on their anticipated ROI's. Kana however, can offer clients the ability to introduce eCRM components through a modular approach, rather than the 'Big Bang', providing quicker measurable ROI performance, without expecting clients to commit to entire monolithic and expensive projects.
For example, Clients may start by initially introducing any of the following individual, or combinations of Web Based Kana (J2EE and .NET Plug and Play) modules: -
1) Kana Service is the agent's cockpit, which enables agents to see every piece of information about a customer. (Whether that data is in Kana or not. Complete with workflow driven Request Management System.
2) Kana Response, to control and manage inbound email channels.
3) Kana IQ (Knowledge), Agent Assist, and Self Service. IQ ensures quick access to the correct knowledge in a consistent fashion.
4) Kana Marketing, a multi channel marketing tool that is workflow driven. Doing more than simple Campaign Management.
5) Kana Analytics bring all this customer data together in an OLAP environment, allowing clients to truly analyze customer behavior.
Mr. Zaf Gandhi, Consultant Director, Excellis Limited
I do not have the full background to your question, hence I will pose the following question to you: why are you only considering Kana and Onyx? Is it because your planned call centre roll out is on a relatively small scale, or is it because of some other reason?
Secondly, I think you are asking the wrong question! Your question should be more along the lines of "how do I determine the functionality required to set-up a best-in-class call centre?" The technology piece should come later.
If you have little previous experience of rolling out a call centre then be extremely careful in your selection process. My advice to you would be to seek external and independent advice from a vendor-neutral consultant (someone who does not stand to gain a single cent by recommending one solution over another). A good independent advisor will more than cover his/her fees by saving you a lot of money in getting the right product fit, and avoiding costly mistakes during implementation.
Mr. Sanford Law, Senior Consultant, G-CEM
-Both KANA and Onyx have contact center solutions and also other CRM modules for future expansion.
-Onyx tend to be targeting at SME market and KANA tend to be focus on bigger enterprise market. However this market segmentation may not be so appropriate in China market.
-It is important to talk to their users to understand how well their solutions have been implemented in as user experiences can be good indication of how ready and how useful their CRM solutions can be to put to use for local users. Ease of implementation is one important factor.
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