TMC (News - Alert) officials have named Harmony, a product of workforce optimization vendor KnoahSoft (News - Alert), a Customer Interaction Solutions 2011 Product of the Year Award winner.

According to the award citations, Knoahsoft Harmony is an IP-based product designed to let agents and supervisors collaborate: “Agents can review their own calls and evaluations to understand and improve their performance, while unique self-service tools enable lifestyle scheduling to increase agent satisfaction and reduce attrition.”

Ralph Barletta (News - Alert), President and Co-founder of KnoahSoft, said the company prides themselves on helping customers “exceed their customer interaction goals.”

“Harmony has demonstrated excellence as well as provided ROI for the companies that use it," said TMC CEO Rich Tehrani (News - Alert). Harmony was also cited for its “flexible pricing, low hardware costs, quick implementation, reduced training time and the need for fewer IT resources,” and for offering such PCI (News - Alert) compliant features as encryption, watermarking, masking, multi-layer password protection and an audit trail.

Customer Interaction Solutions is a magazine covering CRM, call centers and teleservices since 1982. The 14th Annual Product of the Year Award winners are published in the January/February 2012 issue of Customer Interaction Solutions magazine, www.cismag.com. KnoahSoft sells tools to help with multi-channel customer interactions for contact centers and organizations needing to ensure compliance.

TMC reported on Harmony a few times in 2011, noting in July that Knoahsoft’s Harmony suite was engineered to help call center managers “hold your agents to the highest standard of performance.”

TMC’s Chris DiMarco wrote that, In the words of Knoahsoft, “the software allows call center managers to collect, assess, analyze and act on the information that’s being collected on agents. Harmony was developed from the ground up to offer VoIP enable call center reporting, in a hosted pay-as-you go model.”

The product also supports the review of calls, emails and chat sessions in a PCI-compliant, services-oriented, open reporting framework, DiMarco noted.