Gartner Research

Firepond eServicePerformer Suite

Published: 06 June 2001

ID: G0090496

Analyst(s): Jim Davies


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

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