We are proud to offer "Automating Your Support Center", an absolute goldmine of information on how and why to select a support system, including critical information for 67 leading service automation products.  In this tome of a resource, you'll learn from industry experts

• What a call tracking system does and how it works
• The most important features to look for when selecting a system
• Detailed features and criteria to consider when evaluating different products
• Explanation of 64 different product features: What each feature is, what is can do for you, and when it's important
• System integration - when, what, why and why not
• How to justify support systems purchases and estimate costs
• How to choose the right system
• Phases of a support software selection project

Product reviews address important differentiations such as

• Vendor facts: How to reach them, who to contact, size of the business, number of employees, total products sold, years in business, and number of product installations.
• Product features: Modules and functionality included in the basic product price, available features, items, and services at additional cost.
• System requirements: Minimal system requirements including client and server memory, disk space, operating systems, network operating systems and databases supported.
• Key features and optimal uses specific to particular vendor products.
• User interface, historical record management, and report generation capabilities.
• Estimated time to install the product, produce prototypes, learn and fully utilize the system.
• Customization options.
• Internet/intranet integration and access.
• Pricing.
• Support, service, warrantee, training, and consulting costs and provisions.
• Future product plans.

Additional appendices crossreference products by operating system, very helpful in narrowing your initial software product search choices.