A Comparison of VR Software Features (as of April, 2002)
This information was
adopted from the Washington Statewide VRS project and was based on information
provided by vendors, either on web sites or in response to calls by Washington
Statewide VRS Project committee members during November 2001. Updates
and additions were made in April 2002 by Orbis Task Force members. Note
that vendors of digital reference products enter and leave the library
marketplace frequently as a consequence, some of the information below may
already be out of date.
|
Adapted from Washington Statewide VRS Project Vendor Information |
||||
|
FEATURES |
24/7Reference |
Convey Systems |
Face Time |
LiveAssistance |
| Price |
Interact:
$4000 Basic:
$3000 Plus $300 monthly per seat |
ASP
model: $2500 Plus $200 monthly per seat new: flat rate (no per seat charges) $250 for 45 day eval. |
Call for pricing |
$500 plus $150 monthly per seat |
| Web Site | www.247ref.org | www.conveysystems.com | www.facetime.com | www.liveassistance.com |
| Other contact information |
Project
Director Susan
McGlamery Smcglamery@mcls.org |
Convey
Systems 5605
Carnegie Blvd. Suite
200 Charlotte,
NC 28209 Phone:
(704)357-9710 Fax:
(704)357-9105 Toll
Free: (877)623-5087 |
FaceTime
Communications, Inc. 1159
Triton Dr. Foster
City, CA 94404 Phone:
(650)574-1600 Fax:
(650)574-2700 Toll
Free: (888)349-3223 |
J.D.
Kathuria jd@liveassistance.com
|
| In business since | Jan 2001 | 1997 | 1998 | 1998 |
| Current clients | 40 library consortia; UW, Sno-Isle, Boston College, Boston Public Library, Cornell, more…. | Purdue, Wisconsin, Tulsa, Pace | "in use today in over 100 live customer environments" | U of Chicago, U of Maryland, University of Pennsylvania, more |
| Training | $1,000, includes self-paced web site plus one day on site (more at added cost) | $100/hour on site | Basic on site included | free via telephone; "does not require on-site training as it's simple to use" |
| Push web pages | Yes | Yes | Yes | Yes (including video and audio) |
| Support | 8:00-5:00 PST, M-F; via email after hours | 8:00-7:00 EST(phone or chat), M-F; via email after hours | 7-4 PST M-F | 9:00-7:00 EST |
| Canned responses | Yes organized by subject, language, category, etc | Yes | Yes | Yes |
| Operator to operator chat | No | Next version | Yes | No |
| Co-browsing | Yes | Yes | Not at this time | No |
| Remote control | No | Yes | Not at this time | No |
| Transfer calls | Yes | Next version | Yes | Corporate & Exchange version only |
| Chat box can be customized | Yes | Yes | Yes | Yes, for an additional fee |
| Push documents | Yes | Yes appears in chat window (no new window) | Yes | Exchange version only |
| Multilingual support | Yes | Yes | Not at this time | No |
| Queue management | Yes | Admin can see quwu and form groups | Yes--admin | Yes |
| Reports/transcripts | Yes | Yes/automatic sending in next version | Vendor saves everything; user can run web-based reports | Reports yes; can be downloaded to MS Excel or MS Access |
| Exit surveys | Yes | No | Not at this time | Yes |
| Voice chat | No | Yes | Not at this time | No |
| Email message center | No | No | Not at this time | No |
| Special
Features |
Customizable
software; meeting function for multiple (20) participants; new network
of subject specialists forming |
? |
? |
chat
histories available during live chat |
|
Compatibility & requirements |
||||
|
24/7Reference |
Convey Systems |
Face Time |
LiveAssistance |
|
| Must patrons download plug-in to use? | no | Yes | Yes | No |
| Online authentication | Your own | Your own | Your own | Your own |
| Platforms supported | PC, MAC | PC, MAC coming next yr | PC | PC, MAC, AOL |
| Browsers supported | Librarian side : IE5.0+, Patron side: IE 5.0+ or Netscape 4.7+ | IE4.0+, Netscape 4.0+ | IE4.0+, Netscape 4.0+ | All |
| Server hosting | Yes | Vendor hosts | Either vendor or library | Vendor hosts |
| Works with what IPACs | Most webpacs, except Dynix and Innovative | Any html-driven IPAC | Any html-driven IPAC | Any html-driven IPAC |
| Firewall issues | Case by case resolution may be needed if software firewalls are implemented | None | ||
| Proxy issues | Works with EZProxy; Interact (uses 24/7Ref proxy server) can share proprietary databases | Uses port 80 (web) and 443 (SSL) | None | |
| Cookies must be enabled | Session cookies only | No | Yes, only on operator and administrative side | |
|
DATA/FEATURES |
LivePerson |
LiveHelper |
LSSI |
AOL Messenger |
| Price |
Pro:
$89.50 monthly Corporate:
$350 monthly Exchange: Call for pricing |
Basic:
$25 monthly Pro:
$50 monhly Corporate:
$250 monthly |
Call for pricing | Free |
| Web Site | www.liveperson.com | www.livehelper.com |
www.lssi.com | www.corp.aol.com/ |
| Other contact information |
LivePerson 330
W 34th St.-10th Floor New
York, NY 10001 Phone:
(212)918-2100 Fax: (212)918-2700 |
Livehelper.com
LLC 1
W Superior, Suite 2015 Chicago,
IL 60610 Phone:
(312)751-3481 Fax:
(312)751-5427 |
Steve
Coffman |
|
| In business since | 1998 | First quarter 2000 | 1981 | 1985 |
| Current clients | "Over 2500 Web sites--Godiva, Intuit, Key Bank, iQVC," more |
www.madamtobacco.com www.webreseller.net |
QandA Café (CA), Ready for Reference consortium (ILL), QandA NJ | |
| Training | None needed | No | 2 full days on site | No |
| Push web pages | Yes | Pro & Corporate only | Yes | No |
| Support | Yes | 24/7 | Yes | Email only |
| Canned responses | Yes | Pro & Corporate only | Yes | No |
| Operator to operator chat | Yes | Yes | Yes | |
| Co-browsing | No | Not at this time | Yes | No |
| Remote control | No | Corporate only | Yes-Interact | No |
| Transfer calls | Corporate & Exchange only | Corporate only | Yes | No |
| Chat box can be customized | Yes | Pro &Corporate only | No | No |
| Push documents | Exchange only | Not at this time | Yes | No |
| Multilingual support | Yes | Not at this time | No | No |
| Queue management | ACD for Corporate & Exchange | "administrator can see all queues" | Yes | No |
| Reports/transcripts |
Transcript--all Reports--Pro & Corporate |
Yes | Yes | Yes |
| Exit surveys | Corporate & Exchange only | Not at this time | Yes | No |
| Voice chat | No | Corporate only | No | No |
| Email message center | Exchange only | Not at this time | No | No |
|
Compatibility & requirements |
||||
| Must patrons download plug-in to use? | No | Only for voice chat | Yes for Interact or remote control feature | Yes |
| Online authentication | Your own | Your own | Your own | No |
| Platforms supported | PC, MAC, Linux | PC | PC, MAC | PC, MAC |
| Browsers supported | Java-enabled browsers | All, but IE5.0 preferred | IE 4.0+, Netscape 4.0+ | All |
| Server hosting | Yes | Yes | Yes | Vendor hosts |
| Works with what IPACs | Html-driven | Unknown | Html-driven | |
| Firewall issues | No | Operator enters proxy server name & password | No | |
| Proxy issues | No | Remote & voice will not work if you are behind proxy server or firewall | Interact requires ports 80, 443, 8080-8084, 8801-8804 be opened | No |
| Cookies must be enabled | No | Yes | Yes | No |
|
DATA/FEATURES |
MSN Messenger |
NetMeeting (Web
Conferencing) |
Web EX (Web
Conferencing) |
Placeware (Web Conferencing) |
| Price | Free | Free | Computer Licensing | Call for pricing |
| Web Site | resourcecenter.msn.com/ |
www.microsoft.com/ netmeeting |
www.web-ex.com | www.placeware.com |
| Other contact information | ||||
| In business since | 1977 | 1977 | 1996 | 1996 |
| Training | No | No | Yes, free & fee | Yes |
| Push web pages | No | Yes | Yes | Yes |
| Support | Live chat; email | Email only | Phone & email | Phone & 24hr email |
| Canned responses | No | |||
| Operator to operator chat | Yes | Yes | Yes | Yes |
| Co-browsing | No | No | Yes | Yes |
| Remote control | ? | ? | ? | ? |
| Transfer calls | ? | ? | ? | ? |
| Chat box can be customized | No |
? |
? |
? |
| Push documents | No | Yes | Yes | Share, not push |
| Multilingual support | No | Yes | Yes | Not at this time |
| Queue management | No | No | No | No |
| Reports/transcripts | Yes | Yes | Yes | Yes |
| Exit surveys | No | |||
| Voice chat | Yes | Yes | Yes | Yes |
| Email message center | Yes | No | No | Yes |
|
Compatibility & requirements |
||||
| Must patrons download plug-in to use? | Yes | Yes | Yes | No |
| Online authentication | No | No | No | Yes |
| Platforms supported | PC, MAC | PC | PC, MAC | PC |
| Browsers supported | All | IE4.01+ | IE4.1+, Netscape 4.0+ | IE4.1+, Netscape 4.0+, java, outlook |
| Server hosting | Vendor hosts | Yes | Yes | Yes |
| Works with what IPACs | ||||
| Firewall issues | No | No | Yes | No |
| Proxy issues | No | No | Yes | No |
| Cookies must be enabled | No | No | No | No |
|
FEATURES |
Rakim |
QuestionPoint |
InstantService |
Desktop Streaming |
| Price | Free
software (can be adapted/improved)
GNU General Public License requires free distribution of software (and any improvements) |
Begins
at $2000/year per contributing member profile. For the Global Network only- the price begins at $1,700/year per contributing member profile. Discounts offered for contributions to service and to consortia. 2 packages: Global Network only or Local/Group Network with the Global Network * These package options can be mixed
among libraries participating as a group, i.e. one library might opt for
global only and others might opt for local * A profile is not required for each
library in a group. Profiles can be shared among libraries, i.e. a 2 levels for local service
|
1-time activation fee; standard service on sliding scale (moderate to high use sites billed based on usage and get volume discounts). There is a free non-profit version (chat only) | 1-time setup fee; per seat cost entry level $400/mo or less Academic and non-profit pricing is also available, contact (800) 549-8541 for additional information (price breaks on added seats) |
| Web Site | http://styro.lib.muohio.edu/rakim/ | http://www.questionpoint.org/ | http://www.instantservice.com | http://www.desktopstreaming.com/ |
| Other contact information | Creator:
Rob Casson and Miami University Libraries
Contact: rob@styro.lib.muohio.edu |
Creator:
Library of Congress in partnership with OCLC
Contacts: Meghan Hopkins OCLC Library Services Division at 1-800-848-5878, extension 6251. To obtain more information and have a
representative contact you, fill out form at: https://www3.oclc.org/app/ |
Sales
dept. 206-956-8000 live chat button on web page |
Expertcity,
Inc. Voice:
800.549.8541 Fax: 805.690.6471 |
| In business since | Availability announced Sept. 2001 | Release: June 2002 (will replace CDRS which started in June 2000). OCLC was established in 1967. | 1998 | 1997 |
| Current clients | Miami
University Libraries
Technische Universitat Hamburg-Harburg |
QP
was beta-tested with 80 libraries.
>100 libraries participate in CDRS. For list of current CDRS members (international and United States): |
Lehigh University, University of Richmond | Bucknell University, UNLV |
| Training | None offered, but can email creator for input. | Still
being determined, but there will be at least two hours of online
training provided with the cost. Onsite training available (for a minimal charge plus travel and expenses). |
Yes (remote) | Yes |
| Push web pages | Yes (by cutting and pasting URL which will be displayed to patron) | Yes
- with the Basic QP offering, can push pure html with limited two-way interactions. With the Enhanced Communications Option
(Convey), can do full two |
Yes | Monday
- Friday, 8 A.M. to 6 P.M. Pacific Phone 888-259-8414 |
| Support | No official support. | Full support. | 24 hr live support | Yes |
| Canned responses | ? | Yes. | Autosuggest/response and FAQ | Monday
- Friday, 8 A.M. to 6 P.M. Pacific Phone 888-259-8414 |
| Operator to operator chat | No | Yes, but is not an automated process. Currently investigating paging options. | Yes? | ? |
| Co-browsing | No | Yes
– with Enhanced Communications Option.
Basic QP does have a limited two-way share feature. |
Soon | Yes |
| Remote control | No | ? | (don't think so) | Yes (mouse & keyboard) |
| Transfer calls | ? | Yes | ? | Yes |
| Chat box can be customized | ? | Yes | Yes | Yes |
| Push documents | No | Yes
– with Enhanced Communication Option.
Exploring attachments for Basic QP option. |
Yes | Yes |
| Multilingual support | No | The patron to librarian can be customized for multilingual usage by customizing library chat and web forms. | Auto translation | ? |
| Queue management | Yes | Yes | Yes | “Help Alert” routing technology (set up to route to appropriate dept.) |
| Reports/transcripts | Yes | Yes | Yes | Yes, online |
| Exit surveys | No – listed for future development | Not in first release. | Yes | Yes |
| Voice chat | No – exploring for future enhancement | Yes – with Enhanced Communication Option. | Soon | No |
| Email message center | No | ? –
Does use a database of member profiles to refer questions to appropriate library. |
Yes | ? |
Compatability & Requirements |
||||
| Must patrons download plug-in to use? | No (Java script must be enabled) | No
for QP Basic.
Yes for Enhanced Communication Option (<1MB). |
No | Yes, automatically downloads |
| Online authentication | Your own | Authentication
is a function of where the library places the link for patrons to
contact the library. When using the Enhanced Communications Option, you can register urls within your site where you want an "ask a librarian" button to appear. QP doesn’t connect to current authentication systems; however, on the patron web question forms where patrons, the library can add a field requiring a patron id. This will appear within the question management queue. |
? | ? |
| Platforms supported | PC, MAC, Unix | QP
Basic – works with all.
Enhanced Communication Option is still being tested with Mac OS X. |
PC (Windows) | PC (agent and customer) |
| Browsers supported | Librarian side: IE or Netscape 4+, Patron side: IE or Netscape 4+ | QP Basic – standard browsers 4+ | Agent and patron: Java-enabled IE 4x or Netscape 4x | ? |
| Server hosting | Host library needs server running PHP with PEAR extensions | OCLC
hosts the service. If desired, a library can make arrangements for
portions of the service to be hosted at the library. This applies to the Enhanced Communications Option and will improve communications speeds because the relay points are closer to the QP users. |
Yes | Yes |
| Works with what IPACs | ? | Html-driven | ? | ? |
| Firewall issues | ? | No | No | Not generally |
| Proxy issues | ? | No | No | ? |
| Cookies must be enabled | Yes | No | ? | ? |
Basic QP