Executive Summary (This is a document excerpt)

Graham Technology, a UK-based vendor that has traditionally focused on live customer interaction processes, has gained significant experience in call centers and similar environments. Still, to say that Graham Technology is only suitable for these environments sells the product's solid functionality short, particularly since it could apply to most human-centric process environments. Yet, because the company is coming from a position of strength in customer interaction, Graham Technology has its work cut out: ciboodle lacks some key modeling and monitoring features. The company will need to bulk up on the product's overall human-centric business process management (BPM) functionality if it wants to compete effectively with the broader BPM products that lead this market. That may be moot, however; Graham is comfortable sticking with its customer service specialty for the time being and is doing a great job in that market.

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