Gartner Research

Firepond eServicePerformer Suite

Published: 06 June 2001

ID: G0090496

Analyst(s): Jim Davies

Summary

As Firepond repositions itself following the acquisition of an established e-service vendor, will its new electronic customer relationship management (eCRM) competitors feel the heat? In February 2001 technology-enabled sales (TES)-focused software vendor Firepond acquired Brightware for its complementary e-service application software. Brightware, traditionally viewed as an e-mail response management system (ERMS) vendor, provided a suite of service applications built on a J2EE-compliant Web-based architecture, which is now marketed as the Firepond eServicePerformer suite. Firepond released its first integrated eService and Sales solution in April 2001 and plans to release further integrations, including the combination of the two companies' product lines onto a single platform by mid 2002. Compared to other acquisition efforts of this type, this process will be simple due to Firepond's similar use of Java-based technologies. While this integration continues, however, does the joint solution provide a viable eCRM proposition?

Table Of Contents
  • Corporate Headquarters
  • Overview
    • Service and Support
    • Distribution
  • Analysis
  • Pricing
    • GSA Pricing
  • Competitors
    • Siebel
    • Kana
    • eGain
  • Strengths
    • E-Mail Response Management Capabilities
    • J2EE Platform
  • Limitations
    • CRM Suite Viability
    • Call Management
  • Insight

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client