2002 Product Of The Year Awards
year, Customer Inter@ction Solutions' magazine bestows
its Product of the Year awards on companies that have demonstrated
excellence in technological advancement and application refinements. These
are products and services that have gone the extra mile to help improve
both the customer experience and the ROI for the companies that use them.
In this time of shrinking budgets, every dollar spent on
technology is precious, so it is vital that capital investment in
technology and services be invested as wisely as possible in order to
speed return on investment and improve the business processes and bottom
line of the companies that purchase these technologies.
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.
ACCPAC International, Inc.
ACCPAC eCRM is an integrated sales, marketing, customer support and call
center automation solution. It is completely Internet- and WAP- enabled,
helping provide users access anytime, anywhere via a Web browser.
Little Rock, AR
Personicx is a household-level segmentation system that places each U.S.
household into one of 70 life stage segments, based on its specific
consumer and demographic characteristics, allowing a greater precision of
targeted marketing and true accuracy of segmentation.
Advanced Information Systems, Inc.
Las Vegas, NV
iBizFlow is an open, XML-based business rule engine providing scalable,
redundant business solutions. Using iBizFlow, businesses are better able
to create a single set of business rules that are applied to processes
regardless of processing media.
Applied Innovation Management
Las Vegas, NV
LIZ combines state-of-the-art computer-telephony integration hardware with
powerful help desk software in one compact unit, bringing 24-hour voice
automation capabilities to the call center.
Oakbrook Terrace, IL
Apropos Version 5
Apropos helps empower organizations by providing real-time knowledge about
each customer interaction. Whether it's a phone call, e-mail, Web or fax
interaction, Apropos provides information about who initiates contact and
why, plus the current status, resolution and pending tasks.
San Jose, CA
Aspect eWorkforce Management
Aspect eWorkforce Management (eWFM) v6.2 provides an enhanced
mission-critical architecture and new functionality required for staffing
today's cost-conscious contact centers.
Austin Logistics Inc.
CallSelect software from Austin Logistics quantifies the impact of
collection calls and other actions to help maximize dollars collected and
Authoria HR 3.5
Authoria HR 3.5 is the next generation of Authoria's flagship software
that delivers intelligent, personalized Web-based answers to employee
benefit and HR policy questions.
Basking Ridge, NJ
Avaya Interaction Center
Avaya Interaction Center 6.0 is the core product of Avaya's Multimedia
Contact Center solution, allowing consistent service across multiple
channels and multi-vendor environments.
San Francisco, CA
BizCast 5 offers technology to streamline the entire invoice-to-pay
process. BizCast 5 is an EIPP enterprise software solution for companies
wanting to add invoice-to-pay automation to existing Internet-based
BEST Software's ACT!
ACT! is a contact management database product.
Blue Pumpkin Workforce Optimization Suite
Blue Pumpkin's Workforce Optimization Suite is a closed-loop system to
accelerate employee and organizational performance. It was designed to
perfect 'the science behind the art of managing people.'
Brooktrout Technology's RealBLOCs DR-A is a call recording platform that
emphasizes recording accuracy and clarity for building scaleable, open
system, call logging and quality monitoring applications.
Call Compliance, Inc.
Glen Cove, NY
TeleBlock Do-Not-Call Blocking System
Call Compliance's patented TeleBlock system is the first and only
blocking product that automatically screens and blocks outbound calls
against state, in-house and third-party do-not-call and do-not-fax lists.
CenterForce Technologies, Inc.
CenterForce Analyzer measures agent, team and contact center performance
against user-defined goals, providing immediate browser and e-mail based
access to accurate, well-organized performance results.
C2 CRM helps mid-market companies increase organizational efficiency,
strengthen customer loyalty, boost sales, improve business processes and
increase marketing effectiveness, and is Web-based for maximum
Concerto's ContactPro 4.2 leverages real-time knowledge about customer
relationships in delivering a personalized, consistent experience across
all communication channels ' voice, fax, e-mail and the Web.
CosmoCall Universe (CCU), is a carrier-class system providing
next-generation capabilities for mission-critical contact center
applications. CCU supports multichannel customer interactions via
telephone and Internet.
Data-Tel Info Solutions
Data-Tel's xSELLerator 6.0 is a contact center suite for inbound,
outbound and Web-bound call blending.
Digisoft Computers, Inc.
New York, NY
Telescript 5.4 is a modular and scalable call center management solution
designed to integrate with telephone, database and other call
Menlo Park, CA
Discern is a customer self-service application that interprets customers'
Web-based or spoken queries and provides them direct answers from multiple
information sources. Language-understanding capabilities automate question
answering at the entry point of customer service.
divine MindAlign 2002
divine MindAlign is a secure, real-time collaboration tool that combines
chat and instant messaging to provide a community-based communication
eAssist Global Solutions, Inc.
San Diego, CA
eAssist Solution Suite 2.1
The eAssist Solution Suite is a fully integrated suite of customer care
software and services; it enables companies to gain a unified view of
their customers across geographies, products and points of interaction.
Santa Clara, CA
Edify 8.0 is a comprehensive multichannel platform including CRM
applications and infrastructure components that automate, assist and
analyze customer interaction across all touchpoints and for all modes of
communication including voice, wireless and Web.
eGain Live Web 5.0 suite
eGain Live Web 5.0 is a suite for real-time assisted customer service over
the Web. It provides applications for chat, co-browsing, remote
diagnostics and repair, and online meetings.
Hammer On-Call testing services help contact centers find and resolve
scalability problems before they adversely affect operational performance
and customer satisfaction.
TeleFlow 2003 is a voice application development suite designed to remove
the complexity of building voice solutions ' such as call management,
interactive voice response (IVR), voice mail, call centers,
computer-telephony integration (CTI) and voice portals ' by
encapsulating complex functions into simple-to-understand icons.
Envision Telephony, Inc.
Click2Coach MultiSite Edition
Click2Coach is a software solution designed to provide integrated quality
monitoring, training and motivation tools to help develop effective,
eQueue Multi-Media Contact Center Solution
eOn's eQueue Multi-Media Contact Center Solution offers a comprehensive
and unified solution for customer interaction management (CIM). The
universal or single queue approach enables contact centers to efficiently
interact with their customers, regardless of the media they choose for
Mountain View, CA
ePeople Teamwork 4.0 is a Web-based, collaborative customer support
application that enables cross-functional teams to better service
customers. There are four modules that make up the ePeople Teamwork
application: Team Sourcing, Team Workspace, Team Analytics and Team
Epicor Software Corp.
Clientele Customer Support 8.0
Clientele Customer Support 8.0 is a complete call management solution for
supporting external customers, and is built entirely on the Microsoft .NET
Call Center Director
Call Center Director is designed for small to medium-sized call centers
that wish to improve customer satisfaction and agent efficiency through
the use of screen pops and case management integration.
The e-talk Qfiniti platform empowers customer contact centers with a
comprehensive and integrated quality management solution for the
Santa Barbara, CA
DesktopStreaming Phone Mode
DesktopStreaming is a Web-based service that allows businesses to remotely
assist their customers or employees and conduct online sales demos. It
enables shared screen, mouse and keyboard control without installing
software on the users' computers.
Firepond eServicePerformer Suite 2002
Firepond's eServicePerformer 2002 system delivers online customer
service in a way that deflects customers from costly assistance channels.
It provides immediate, accurate and qualified responses, regardless of
Firstwave eCRM is a 100 percent Web-based CRM application designed to make
marketing, sales and service organizations more efficient by streamlining
processes and building solid relationships with customers and
FurstSelect Hiring System
The Web-based FurstSelect Hiring System is an integrated, end-to-end
staffing solution designed exclusively for the call center environment.
FS-Virtual Agent is a Web-driven, self-service contact-center application
designed to provide level one and level two technical support by
front-ending a custom-built knowledge base used by Fused Solutions' live
Genesys Telecommunications Labs, Inc.
Daly City, CA
Genesys Voice Portal
Genesys Voice Portal is an advanced software-only product designed to
bring Internet technologies to the world of voice, helping deliver voice
self-service applications. It removes the constraints of legacy IVR
systems and offers standards-based development, flexible deployment
options, simplified integration and improved time to market for
speech-directed voice applications.
GMT Planet ' Jupiter Edition 8.02
GMT Planet ' Jupiter Edition is a workforce management software for call
centers, multimedia contact centers, financial institutions, processing
centers, service industries and the entire enterprise. Includes real-time
adherence, compliance reporting and a meeting planner.
GN Netcom, Inc.
The GN 9050 is a headset designed to allow professionals the mobility and
freedom to answer, conduct and end calls from 150 feet away from their
telephones. The new system features 2.4 GHz Digital Spread Spectrum (DSS)
technology for secure communications.
IEX, a Tekelec company
TotalView Workforce Management Version 3.3
Multimedia contact centers, both single and multisite, rely on TotalView
Workforce Management to improve service levels while lowering operating
LightLink Direct LED Displays
LightLink LED displays are network ready, full matrix displays optimized
for maximum readability and viewing distance. They feature bright LED
technology, large display characters and a wide viewing angle. In
addition, they are equipped with an integrated Ethernet TCP/IP connection.
Insight RT captures customer feedback from various sources, analyzes the
concepts and intent of the unstructured feedback, and converts the
feedback into insights that can be acted upon in real time.
Los Altos, CA
Kaidara Advisor is an advanced application for complex product support. It
helps enable organizations to efficiently share expert knowledge across
language and geographic boundaries and provide consistent responses to
inquiries regardless of the user's preferred language.
Menlo Park, CA
KANA Response 7.5
KANA Response software version 7.5 helps enable global enterprises to
provide immediate and effective response to customer inquiries in most
major languages. One of the modular solutions that make up the KANA iCARE
suite of products, KANA Response 7.5 is the latest in a series of product
releases dedicated to providing features and functionality that meet the
needs of global enterprises.
KnowledgeBase Solutions, Inc.
Los Angeles, CA
KnowledgeBase.net combines the most relevant features of document and
knowledge management, customized portals and search technology to deliver
a comprehensive support self-service knowledge base.
Linktivity, a division of SpartaCom Technologies
WebDemo is a Web-based, real-time collaboration tool designed to provide a
simple way for presenters to deliver online presentations from their
desktops and to interact with an audience of remote participants, all of
whom require nothing more than a PC and an Internet connection.
San Diego, CA
Speech Driven Information System
Speech Driven Information System (SDIS) is an easy-to-use GUI wrapped
around LumenVox's Speech Recognition Engine (SRE). It was designed to
allow companies to develop their own speech recognition application in
three easy steps.
Mitel Networks 6150 Multimedia Contact Center
The 6150 is a modular offering that integrates with Microsoft Exchange
2000 and Outlook 2000 to support automatic e-mail routing, historical
reporting and real-time monitoring of all contact types.
DialVision is a 100 percent Web-based CIM/telemarketing software
application designed to be accessed through the Internet Explorer Web
Motive Enterprise Software Service Suite
Motive's Enterprise suite enables vendors to build intelligent service
directly into their software applications. Designed to deliver proactive,
targeted assistance throughout the customer lifecycle, these solutions
were designed to enable software vendors to increase revenue.
East Greenwich, RI
NetKeeper HD Mail Pro v7.5
NetKeeper HD Mail is an automatic incoming e-mail processing system
designed to cut the cost of running a customer service center.
San Francisco, CA
Unlike traditional natural language search engines that scan Web sites and
return long lists of results, NeuroServer 3.5 enables virtual service
agents to gauge customers' questions based on question type, tone and
customer history, and answer precisely with accurate, personalized
Boca Raton, FL
OpenVoice Application Platform
NetByTel's OpenVoice Application Platform includes application and
functional components and is used exclusively by NetByTel to design,
build, deploy, enhance and manage sophisticated, high-quality phone
NICE's Business Analyzer capabilities combine state-of-the-art
technologies including automatic speech recognition (ASR), word spotting
and stress/emotion analysis to enable businesses to extract the spoken and
unspoken content from interactions.
Symposium Call Center Web Client Nortel Networks Symposium Call Center Web
Client is a new, browser-based thin client introducing management tools
which better equip call center managers to make improved business
decisions and respond faster to customer needs.
Menlo Park, CA
Nuance 8.0 is an accurate, scalable and reliable speech recognition
Client Management Software - Version 6.0
Client Management Software (CMS) is Oncontact Software's CRM system for
mid-market companies. CMS houses the critical business information an
organization needs to develop effective sales, marketing and customer
Redwood Shores, CA
Oracle Service Contracts
Oracle Service Contracts enables users to create and manage service
contracts, warranties and extended warranties. It makes contract
entitlements visible, and it acts on contractually specified commitments.
North Vancouver, BC
Pivotal Contact Center
By leveraging client data across the organization, Pivotal Contact Center
was designed to transform tactical call centers into strategic contact
centers, delivering more personalized, 'one and done' interactions at
lower costs, resulting in increased revenues, margins and customer
Princeton Softech's Archive for Servers
Princeton Softech's Archive for Servers supports the leading database
management systems, including Oracle, DB2/UDB, SQL Server, Sybase and
Informix and provides the capabilities needed to implement an effective
active archiving strategy.
VBVoice 5.0 is a telephony development environment to leverage the power
of Microsoft Visual Studio.Net. It features support for voice over IP (VoIP),
comprehensive telephony controls such as speech recognition and
text-to-speech and a highly scalable architecture.
Fort Lauderdale, FL
Prosodie Interactive's FasTrack is a 'find-me, follow-me, connect-me'
communications service. Using proprietary technologies, FasTrack unifies
all telecommunications ' work, home, cellular, pager, voice mail and fax
' into one number.
RightNow Technologies, Inc.
RightNow Locator 2.0
RightNow Locator 2.0 is an advanced solution for providing customers with
information about sales and service locations over the Web.
Rockwell FirstPoint Contact
Wood Dale, IL
FirstPoint Business Edition
FirstPoint Business Edition lowers the cost of entry for small to
medium-size businesses by up to 30 percent by providing an 'out-of-the-box,'
multichannel contact center solution, with all of the flexibility,
functionality and integration offered to large companies.
San Francisco, CA
salesforce.com Enterprise Edition
salesforce.com Enterprise Edition allows companies to simplify and
standardize complex customer operations through a single online solution
that can be deployed across multiple departments and divisions ' without
requiring the purchase or installation of a single line of code.
Newtown Square, PA
With mySAP CRM, SAP delivers an integrated CRM solution designed to align
and connect employees, partners, business processes, information and
technology within a closed-loop customer-interaction cycle.
SAS Institute, Inc.
SAS Marketing Automation Release 2.2
SAS Marketing Automation combines data warehousing, advanced analytics and
campaign planning/ management methodologies to synthesize customer data
across all lines of business.
Siemens Information and Communication Networks
HiPath ProCenter Suites
The newest release of Siemens HiPath ProCenter solution offers 'real
world' CRM features such as a new graphical user interface for business
rules routing, Web collaboration and e-mail fully-integrated at the
EagleView Reporting Engine
EagleView is a secure, scalable, Web-based reporting engine that allows
contact centers to incorporate data from any compliant data source.
Especially designed for small to medium-sized businesses, the Spectel
MeetingManager platform provides anytime, anyplace voice conferencing for
up to 60 concurrent participants.
The 3004 series is a collection of two-line wallboards, with IP
addressability, for the call center industry.
StrataDial VC2 - Virtual Contact Center
StrataDial VC2 - Virtual Contact Center is a set of essential telephony
applications, including outbound predictive dialing, inbound automatic
call distributor, voice mail and an auto-attendant on an open
standards-based, application-ready platform.
Redwood City, CA
SupportSoft's Resolution Suite Web-based software was designed to help
enterprises automate the support process for their employees by quickly
identifying problems and automatically resolving them.
SYMON Communications, Inc.
Sugar Land, TX
Contact Center COMMUNITY 2.0
Contact Center COMMUNITY 2.0 is a 100 percent Web-based workforce
management solution that provides timely contact center schedules and
performance data to agents and supervisors in both local and remote
TeleDirect International, Inc.
The Dialog Guide, a component of Dialog Manager, is divided into three
different viewing panels for agents: Data Display Panel, Call Flow Topics
Panel and Action/Statistics Panel. The layout was designed to improve
navigation and reduces the agent's learning curve.
La Jolla, CA
CallCenter@nywhere Version 6.0
CallCenter@nywhere is an integrated communications server platform that
can integrate or replace legacy switching infrastructures. The platform
provides infrastructure for, and applies skills-based routing discipline
to, every medium of communication, including inbound phone calls, faxes,
e-mail, voice mail, chat sessions, Web callback and voice over IP
Teloquent Interchange 6.0
A browser-based interaction platform, Interchange provides voice, e-mail
and Web-based contact, integrated with any customer relationship
management (CRM) application.
CallMentor is a complete simulation-based e-learning system for service,
sales and coaching.
Video on Demand Server (VBVoD)
The Video on Demand Server (VBVoD), designed for a range of applications
including distance learning, corporate training and news distribution,
streams high-quality video to the desktop, TV monitors, projectors and
other standard video display devices.
ULTRA IntelliMiner is an advanced Web-based analytical solution that
extracts critical trends from contact center data and delivers this
information as actionable intelligence directly to decision makers'
Los Angeles, CA
VisionLog is a digital recording system that captures, stores, archives
and plays back telephony and computer activities.
Spot It! is an application that uses speech recognition software and key
word spotting to listen to conversations in real time. It can detect
trigger words and phrases chosen by the administrator, identify agents
talking over customers, detect volume changes and enable real-time
monitoring with alerts for supervisor intervention if required.
San Jose, CA
WebEx Support Center
With WebEx Support Center's interface, support agents can view, diagnose
and solve problems by sharing their applications and desktop to
demonstrate products and features, or by accessing customer-selected
applications or desktops.
PowerSeller is an interactive selling system built on a
communications-focused knowledge base that helps enable salespeople to
sell high-value products and services.
eQuality software suite
eQuality is an integrated contact center performance optimization software
suite designed to help global enterprises capture customer intelligence
and optimize workforce performance.
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