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bpm'online

4.7
(96 reviews)

Unique synergy of intelligent BPM platform and unified CRM, with extensive marketplace of apps and templates.

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bpm'online Features

Sales Force Automation

Opportunity & Pipeline Mgmt.

Manage sales opportunities through their lifecycle from lead to order. Track stages, values, and probabilities of close. Manage sales pipelines by individual sales rep, team, region, and company-wide.

92%
(Based on 66 reviews)

Partner Relationship Mgmt. (PRM)

Manage partners by tracking channel partner leads and sales opportunities. Provide a partner portal to collaborate with channels on sales opportunities and to share product, pricing, quoting, ordering, and training information

91%
(Based on 44 reviews)

Task / Activity Management

Manage and track tasks and activities. Assign due dates and integrate to calendars to manage daily schedules and priorities.

89%
(Based on 68 reviews)

Desktop Integration

Allows users to sync their Email, Calendar and Contact tools with their CRM system. Includes Microsoft Outlook and Google integration.

89%
(Based on 59 reviews)

Territory & Quota Management

Assign and manage sales quotas and territories. Track progress against quotas. Change as needed.

87%
(Based on 48 reviews)

Contact & Account Management

Store and retrieve information associated to customer contacts and accounts. Track company-wide communication and information about contacts and accounts.

91%
(Based on 71 reviews)

Customer Contract Management

Management of contracts made with customers. Contract management includes negotiating the terms and conditions in contracts and ensuring compliance with the terms and conditions, as well as documenting and agreeing on any changes or amendments that may arise during its implementation or execution.

90%
(Based on 52 reviews)

Product & Price List Management

Enter product/part numbers and manage the prices associated with them. Typically functionality allows users to add products and prices to opportunities and quotes if these modules are provided within the same system.

86%
(Based on 60 reviews)

Quote & Order Management

Allows users to create a quote to be provided to a customer that contain at least products, prices and associated discounts. Order management allows users to process orders that contain products, prices and associated discounts.

89%
(Based on 58 reviews)

Marketing Automation

Email Marketing

Allows users to send email to contacts in bulk. Common features include: Built in Email templates, social media integration, Subscriber list management, sign up forms, success rate reports, AB testing and auto-responders.

92%
(Based on 58 reviews)

Campaign Management

Optimizes the process for organizations to develop and deploy multiple-channel marketing campaigns to target groups or individuals and track the effect of those campaigns, by customer segment, over time.

92%
(Based on 57 reviews)

Lead Management

Allows users to manage and track leads though a process. The lead process typically involves steps such as: 1. Lead Generation, 2. Customer Inquiry, Inquiry Capture, Lead Filtering, Lead Grading, Lead Distribution and Lead Qualification.

92%
(Based on 63 reviews)

Marketing ROI Analytics

Enables analysis of effectiveness of an organizations various marketing activities

90%
(Based on 48 reviews)

Inbound CCI Features

Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

Not enough data available

Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Not enough data available

Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

Not enough data available

Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Not enough data available

Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

Not enough data available

Customer Support

Call Center Features

Allows customer support professionals access to all information required to support the customer including customer information, case history and related customer social activity. Common features include: call recording, analytics, workforce management, call script management, and compliance management.

91%
(Based on 44 reviews)

Case Management

Tracks issues/help requests reported by customers through the resolution process.

92%
(Based on 51 reviews)

Customer Support Portal

Provides a convenient way for customers to get answers to inquiries, post service issues, place orders, view order histories, and gain access to other information contained in the knowledge base.

89%
(Based on 47 reviews)

Knowledge Base

Information repository that provides a means for information to be collected, organized, shared, searched and utilized. Allows customers to get answers to common questions.

89%
(Based on 56 reviews)

Support Analytics

Enables analysis of customer support activities to optimize customer support professionals, processes and tools.

92%
(Based on 48 reviews)

Outbound CCI Features

Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

Not enough data available

Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Not enough data available

Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

Not enough data available

Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

Not enough data available

Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Not enough data available

Process Management

Process Analysis

Delivers data points such as time and cost of a process on a dashboard to evaluate process efficacy.

91%
(Based on 19 reviews)

Process Overview

Provides users a holistic view of all workflows so as to see how all processes work together.

93%
(Based on 20 reviews)

Real-Time Process Monitoring

Allows users to view progress of a business process in real-time enabling them to view performance or manage tasks within the process.

87%
(Based on 18 reviews)

Reporting & Analytics

Forecasting

Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates.

86%
(Based on 55 reviews)

Reporting

Enables reporting of all data contained within the system. Typically contains standard reports as well as the ability to create ad-hoc reports.

87%
(Based on 66 reviews)

Dashboards

An easy to read, often single page, real-time user interface, showing a graphical presentation of the current status and historical trends of an organization’s Key Performance Indicators (KPIs) to enable instantaneous and informed decisions to be made at a glance

92%
(Based on 71 reviews)

CCI Platform Features

Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

Not enough data available

Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

Not enough data available

Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Not enough data available

Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Not enough data available

Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

Not enough data available

Customization

Document Generation

Enables users to create documents for business processes and provides a wide array of templates which are customizable.

88%
(Based on 18 reviews)

Process Design

The ability to create custom workflows aligned with business objectives.

91%
(Based on 19 reviews)

Process Repository

A library in which to keep previously used or designed workflows for future use or to use parts of for upcoming custom workflows.

90%
(Based on 18 reviews)

No-Code App Development

Provides drag and drop tools usable by admins with little to no coding experience in order to build applications which automate workflows and business processes.

89%
(Based on 16 reviews)

Low-Code App Development

Provides development environments to allow users to develop applications which automate workflows and business processes with minimal coding.

92%
(Based on 15 reviews)

Mobile & Social

Social Network Integration

Use public social networks to listen and engage with customers. Allows users to filter what’s important and respond quickly. Often this functionality allows questions and requests from customers on social networks to case management.

87%
(Based on 45 reviews)

Social Collaboration Features

Enables multiple users to interact by sharing information to achieve a common goal. Social collaboration focus's on the identification of groups and collaboration spaces in which messages are explicitly directed at the group and the group activity feed is seen the same way by everyone

88%
(Based on 48 reviews)

Mobile User Support

88%
(Based on 50 reviews)

Collaboration

Permissions for Sharing

Enable decision-makers to easily share processes with the proper employees.

95%
(Based on 16 reviews)

Data Unification

Compile data from across all systems so that users can view relevant information easily.

90%
(Based on 18 reviews)

Accessibility

Allow users to access workflows and processes from anywhere given that employees in different locations and roles will require.

93%
(Based on 19 reviews)

Process Routing

Ensures the right task is being assigned to the proper employee across an entire process.

93%
(Based on 18 reviews)

Platform

Output Document Generation

Allows adminstrators to create templates that enable users to quickly generate dynamic documents in various formats based on the data stored in the application.

85%
(Based on 25 reviews)

Sandbox / Test Environments

Allows administrators to easily develop and test changes to the CRM deployment. After changes are made admins can easily migrate the changes into the "live" or "production" environment.

85%
(Based on 24 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

87%
(Based on 36 reviews)

Performance and Reliability

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took.

86%
(Based on 35 reviews)

Customization

Allows administrators to customize to accomodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views.

85%
(Based on 37 reviews)

Workflow Capability

Automates a process that requires a series of steps that typically require intervention by a several different users. Administrators can write rules to determine who and when a user needs to complete a step. Also includes notification of users when they need to take action.

88%
(Based on 38 reviews)

Internationalization

Enables users to view and transact business with the same content in multiple languages and currencies.

86%
(Based on 22 reviews)

Document & Content Mgmt.

Allows consuming, publishing and editing content from a central interface. Content management for CRM systems might include presentations, documents, images and other related electronic files.

84%
(Based on 27 reviews)

Integration

Integration APIs

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications.

83%
(Based on 28 reviews)

Data Import & Export Tools

Ability to input, modify and extract data from the application in bulk through a structured file.

87%
(Based on 37 reviews)

Breadth of Partner Applications

To what extent are there partner applications readily available for integrating into this product? Partner applications typically provide complementary, best of breed functionality not offered natively in this product.

80%
(Based on 25 reviews)