Omnichannel Integration

Solution also allows for broader engagement through SMS, chatbot, email, social media, and/or video conferencing.

Dashboards, Analytics and Reporting

Includes historical & real-time dashboard visualizations, detailed & summary reporting, forecasting & easy data extraction for data analysis.

CRM Integration

Includes deep, seamless integration with CRM data and features.

Data Aggregation

The ability to aggregate data from multiple sources into one searchable index.

Behavioral Triggers

The ability to track and monitor user activity such as browsing history, engagement, etc.

Real Time Capabilities

Ability to analytics and visualize data as soon as it becomes available in underline systems.

Data Security

Includes ability to hide sensitive data by masking with special characters or anonymous information.

Data Enrichment

Includes the enhancement of the value of internally held data by appending related attributes from external sources .

Breadth of Features

Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training

Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization

Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration

This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness

End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created

Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features

Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration

Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement

Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation

Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Vendor Support

The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.