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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 crème de la crème 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 |
|
Yubé
|
Santa Clara, CA |
Yubé e-Services Applications |
Web-based CRM suite
Suite |
|
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