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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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