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Customer Inter@ction Solutions' 2001 Product Of The Year

Each year, Customer Inter@ction SolutionsTM magazine bestows its Product of the Year awards on companies that have demonstrated the cr'me de la cr'me of technological advancements and application refinements. These are a collection of products that have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them.

As we frequently tell our readers, there is nothing'not a single business process'that is more important than customer service if a company hopes to excel. When the global economy becomes stormy and excellence as a goal is replaced by basic survival, servicing one's customers in a topnotch fashion becomes even more vital. Precious dollars spent on CRM solutions; contact center software; agent training, management and monitoring systems; e-mail management; voice systems and call center equipment, among other products, have the ability to turn themselves into greater amounts of even more precious revenue, if spent judiciously on excellent products and services.

To this end, the editors of Customer Inter@ction Solutions have compiled a list of the best of the best for our readers. These products span a range of product categories, but all represent the top of the heap in their chosen arenas. As always, we encourage you to do research to help you select those technologies and companies that best suit your company's business needs and, ultimately, your most important company asset of all ' your customers.

 

 
Company Location Product Description
01 Communique Laboratory  Mississauga, Ontario  I'm InTouch Remote access product
Acapel San Jose, CA KISARA for Siebel eBusiness Applications Web-telephony integration product
Alcatel Calabasas, CA Alcatel OmniTouch Contact center suite
ALORICA, Inc. Chino, CA HELIX By ALORICA Information management and process automation tool
AltiGen Communications Fremont, CA AltiCenter Multimedia IP call center suite
AMCAT Edmond, OK MediaLynx 3.1 Web/call center integration product
AperServ Vienna, VA TOM and TIM Performance monitoring and Technologies, Inc. management solutions
Apropos Technology, Inc. Oakbrooke Terrace, IL Multimedia Suite Version 5 CIM software
Astute, Inc. Columbus, OH PowerCenter Contact management system
Austin Logistics Austin, TX OnQ Call-targeting software
AvantGo San Mateo, CA AvantGo 4.0 Mobile infrastructure software
Avaya Basking Ridge, NJ Avaya Interaction Center CRM platform
Baydon Solutions, Inc.  Dublin, Ireland Assistware Knowledge management solution
Blue Pumpkin Sunnyvale, CA Blue Pumpkin Director ' Enterprise 3.0 Workforce management software
Chordiant Cupertino, CA Dialog Interaction Server XML-based interaction management solution
Cintech Solutions Cincinnati, OH NetVIA e-contact center eCRM software
Cisco Systems San Jose, CA Cisco Internet Protocol Contact Center (IPCC)  IP contact center solution
Control-F1 Calgary, Alberta Control-F1 Web-based technical support product
CosmoCom Melville, NY CosmoCall Universe Version 4 Multimedia customer interaction platform
deuxo Denver, CO Intelligent Optimization Automated lead optimization solution
Digisoft Computers, Inc.  New York, NY Telescript 5.3 Campaign management software
divine, inc. Norcross, GA eshare NetAgent Suite CIM software
EchoMail, Inc. Cambridge, MA EchoMail E-mail management product
Edify Corp. Santa Clara, CA Virtual Customer Service Representative Suite (vCSR) Automated and agent-assisted customer interaction solution
eGain Sunnyvale, CA eGain eService Enterprise eCRM software
Entigo Corp.  Vienna, VA Entigo Reality E-commerce platform
Envision Telephony Seattle, WA Click2Coach Agent training/evaluation software
eOn Atlanta, GA eOn Supervisor WorkSpace CIM software
Epicor Software Corp. Irvine, CA Epicor eHelpDesk 7.1 Help desk support solution
E.piphany Laguna Niguel, CA E.piphany E.5, v 5.5 CIM software
EPOS Coporation Auburn, AL First Order Data collection system
eStara Reston, VA eStaraVoice eMail Links Click-to-talk product
Eyretel Calverton, MD MediaStoreIP Call recording platform
Firepond Waltham, MA eService Performer Contact Center/Answer 6.0   eCRM solution
GMT Corp. Norcross, GA  GMT Planet Mission Control Workforce management solution
iBasis Burlington, MA SpeechPort ASP Environment Hosted speech-enabling solution
IEX Richardson, TX TotalView Workforce Management Solutions Workforce management product
iManage, Inc. San Mateo, CA Manage WorkSite E-business platform and applications
Interactive Intelligence Indianapolis, IN CIC 2.0 CIM software
ISC, Inc.  New York, NY  Irene Online  Workforce management solution
Jacada  Atlanta, GA  The Jacada Interface Server  Integrated user interface development and deployment environment

K2 Digital, Inc. 

 New York, NY  K2 HELP eCRM application

Kanisa 

Cupertino, CA  Kanisa 3.0 Online self-service solution

Kovair, Inc. 

San Jose, CA  VIPCenter  Strategic account relationship software

Motive Communications, Inc.  

Austin, TX  Motive's Financial Service Solutions 

Web-based financial services
management solution

Multiactive Software, Inc.  Vancouver, BC  Maximizer Enterprise 6.0  CRM software tool

NativeMinds 

San Francisco, CA NeuroServer 3.0  Virtual representative product

NEC America, Inc. 

Irving, TX  BlueFire IP Router/Switch  IP router and switch family of products

NICE Systems 

Ra'anana, Israel  NICE CEM Customer experience managementrecording solution

noHold, Inc.

Milpitas, CA  noHold Instant Support 2.0  Web-based self-service solution

Peregrine Systems, Inc.  

San Diego, CA ServiceCenter 4  Enterprise service management solution

Performix Technologies 

Dublin, Ireland  Emvolve Performance Manager Agent performance management solution

Phonetic Systems 

Burlington, MA  PhoneticOperator 4.0  Voice-enabled auto-attendant

Plantronics  

Santa Cruz, CA DuoPro  Family of headset products

Previo Inc.

 San Diego, CA eSupport Essentials 4.0  Web-based support services product

Recipio 

San Mateo, CA Brand Connection Web-based customer feedback solution

Respond 

Wilton, CT Respond Loyalty Customer feedback capture solution
RightNow Technologies   Bozeman, MT  RightNow Locator  Self-service application
Sideware   Reston, VA Enterprise Interaction Suite Version 4.0 eCRM suite

Siebel Systems, Inc.  

. San Mateo, CA Siebel Employee Relationship Management (ERM)  Employee performance management
suite

Simul8 

Herndon, VA Simul8 Release 7  Call center simulation/analytics software

Sun Microsystems, Inc. 

Santa Clara, CA  Sun Ray 1.3  Server software

Support.com Inc. 

Redwood City, CA  Resolution Suite Version 5  Support automation software

SYMON  

Sugar Land, TX NetLite  LED panel
Synchrony Communications, Inc. (a division of divine, inc.) Cincinnati, OH  Synchrony 4.0  eCRM solution

Talisma Corp. 

Kirkland, WA  Talisma Sales Suite  eCRM software

TARGUS Information 

Vienna, VA  Speech Capture Express  Speech-enabled name and address
Corp. capture service

TechExcel Inc. 

Lafayette, CA  FrontOffice  Customer lifecycle management suite

Telephony@Work 

La Jolla, CA  CallCenter@nywhere 4.0  Contact center platform

Telera

Campbell, CA  Voice Web Application Platform Hosted Web-IVR
Telution, Inc. Chicago, IL COMX 3.1 OSS Software

ThoughtWare Technologies, Inc. 

Memphis, TN  Workforce Lifecycle Management (WLM) Workforce management solution

Ulysses Learning 

Mooresville, NC  CallMentor  Simulation-based training software

Vertical Solutions, Inc.  

 Cincinnati, OH  PowerHelp Millennium Version 6 CRM/eCRM/mCRM product suite

Vividence 

San Mateo, CA XMS 2.0  Customer data capture software

Vocalcom 

Paris, France Hermes Pro  Contact center platform

VocalScape Communications, Inc.

Burnabay, BC  VocalConnect  Web-based collaboration suite

Witness Systems

Roswell, GA  eQuality/td> Multimedia recording and analysis product

WorldCom 

Atlanta, GA  WorldCom Web Center  Web-based customer contact solution

Yub'  

Santa Clara, CA  Yub' e-Services Applications Web-based CRM suite
Suite

 


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