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CRM Magazine Announces Winners of 2009 CRM Service AwardsNEW YORK --(Business Wire)-- CRM magazine, the industry's leading publication, announced the winners of its 2009 CRM Service Awards here today, in conjunction with the magazine's April 2009 issue. The CRM software market continues to expand during these recessionary times, but service has become a significant differentiator. With that in mind, CRM magazine's sixth annual CRM Service Awards are honoring the vendors, consultants, and end-user companies focused on high-quality customer experiences through the sophisticated integration of people, processes, and technologies. With this year's awards, CRM has expanded its scope to a record eight categories. In each, the magazine named one Service Winner, denoting the highest score compared to its peers. Each category also produced two Service Leader awards and a "One to Watch." "CRM magazine is pleased to present the 2009 CRM Service Awards to those companies and individuals who are raising the bar in their service-related customer relationship initiatives. These efforts are helping companies streamline business processes, maximize profitability, and provide more value to customers," said David Myron, editorial director of CRM magazine. "Congratulations to this year's award recipients. May they continue to raise the standard of CRM excellence." Recipients were determined through an extensive three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction. Contact Center Infrastructure — Winner: AvayaLeaders: Aspect Software; Genesys Telecommunication LabsOne to Watch: Cisco Systems Interactive Voice Response — Winner: Genesys Telecommunication LabsLeaders: Avaya; Cisco SystemsOne to Watch: Voxeo Web Self-Service — Winner: RightNow TechnologiesLeaders: Consona (Knova); Kana SoftwareOne to Watch: eGain Communications Web Interaction Management — Winner: Kana SoftwareLeaders: eGain Communications; RightNow TechnologiesOne to Watch: nGenera Enterprise Feedback Management — Winner: AllegianceLeaders: MarketTools; RightNow TechnologiesOnes to Watch: Confirmit; Satmetrix Contact Center Search — Winner: Consona (Knova)Leaders: Autonomy (etalk); InQuiraOne to Watch: nGenera Workforce Optimization Suite — Winner: Verint SystemsLeaders: Aspect Software; Nice SystemsOne to Watch: Envision Telephony Outsourcing — Winner: TeleperformanceLeaders: EDS (Hewlett-Packard); SitelOnes to Watch: Convergys; West The magazine also named five Service Rising Stars for the year: Get Satisfaction, an online platform for customer complaints and feedback; Helpstream, a builder of communities geared toward customer service; Parature, a customer service provider seeing explosive growth; CRM veteran Salesforce.com, which redoubled its efforts in the service field; and Sword Ciboodle, the former Graham Technology, now making inroads in North America. Last, but certainly not least, the magazine named four customer implementations as winners of its CRM Service Elite Award: Retailer Bath & Body Works, for a knowledge management system developed with Astute Solutions; CBS Interactive, for its slam-dunk handling of the NCAA basketball tournament, among other events, with the help of RightNow Technologies; the Municipality of Coamo, Puerto Rico, for a Microsoft Dynamics CRM deployment with Rock Solid Technologies; and identity-theft watchdog LifeLock, for an initiative with on-demand contact center provider LiveOps. The 2009 CRM Service Awards will be presented at the CRM Evolution 2009 Conference (http://www.destinationCRM.com/conferences) at the Marriott Marquis in New York later this year. An expanded version of the results have been published in the April 2009 issue of CRM magazine—available in print and in digital NXTBook format (http://www.nxtbook.com/nxtbooks/crmmedia/crm0409/index.php). The awards package was unveiled online on April 1, 2009, at http://www.destinationCRM.com. About CRM magazine CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web at http://www.destinationCRM.com, or on Twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc. |
