Customer Inter@Ction solutions' 2001 product of the year awards. (Call Center/CRM Management Scope).
Each year, Customer Inter To cross over boundaries; for example, internetwork means from one network to another. Contrast with intra. @ction Solutions [TM] magazine bestows its Product of the Year awards on companies that have demonstrated the creme de la creme crème de la crème
1. Something superlative.
2. People of the highest social level.
[French : crème, cream + de, of + la, the + 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 (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). 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 storm·y
adj. storm·i·er, storm·i·est
1. Subject to, characterized by, or affected by storms; tempestuous.
2. 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 (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. 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 ju·di·cious
Having or exhibiting sound judgment; prudent.
[From French judicieux, from Latin i on excellent products and services.
To this end, the editors of Customer Inter@ction Solutions[TM] 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 01 Communique Laboratory Mississauga, Ontario Acapel San Jose, CA Alcatel Calabasas, CA ALORICA, Inc. Chino, CA AltiGen Communications Fremont, CA AMCAT Edmond, OK AperServ Technologies, Inc. Vienna, VA Apropos Technology, Inc. Oakbrooke Terrace, IL Astute, Inc. Columbus, OH Austin Logistics Austin, TX AvantGo San Mateo, CA Avaya Basking Ridge, NJ Baydon Solutions, Inc. Dublin, Ireland Blue Pumpkin Sunnyvale, CA Chordiant Cupertino, CA Cintech Solutions Cincinnati, OH Cisco Systems San Jose, CA Control-F1 Calgary, Alberta CosmoCom Melville, NY deuxo Denver, CO Digisoft Computers, Inc. New York, NY divine, Inc. Norcross, GA EchoMail, Inc. Cambridge, MA Edify Corp. Santa Clara, CA eGain Sunnyvale, CA Entigo Corp. Vienna, VA Envision Telephony Seattle, WA eOn Atlanta, GA Epicor Software Corp. Irvine, CA E.piphany Laguna Niguel, CA eStara Reston, VA Eyretel Calverton, MD Firepond Waltham, MA GMT Corp. Norcross, GA iBasis Burlington, MA IEX Richardson, TX iManage, Inc. San Mateo, CA Interactive Intelligence Indianapolis, IN ISC, Inc. New York, NY Jacada Atlanta, GA K2 Digital, Inc. New York, NY Kanisa Cupertino, CA Kovair, Inc. San Jose, CA Motive Communications, Inc. Austin, TX Multiactive Software, Inc. Vancouver, BC NativeMinds San Francisco, CA NEC America, Inc. Irving, TX NICE Systems Ra'anana, Israel noHold, Inc. Milpitas, CA Peregrine Systems, Inc. San Diego, CA Performix Technologies Dublin, Ireland Phonetic Systems Burlington, MA Plantronics Santa Cruz, CA Previo Inc. San Diego, CA Recipio San Mateo, CA Respond Wilton, CT RightNow Technologies Bozeman, MT Sideware Reston, VA Siebel Systems, Inc. San Mateo, CA Simul8 Herndon, VA Sun Microsystems, Inc. Santa Clara, CA Support.com Inc. Redwood City, CA SYMON Sugar Land, TX Synchrony Communications, Inc. (a Cincinnati, OH division of divine, inc.) Talisma Corp. Kirkland, WA TARGUS Information Corp. Vienna, VA TechExcel Inc. Lafayette, CA Telephony@Work La Jolla, CA Telera Campbell, CA ThoughtWare Technologies, Inc. Memphis, TN Ulysses Learning Mooresville, NC Vertical Solutions, Inc. Cincinnati, OH Vividence San Mateo, CA Vocalcom Paris, France VocalScape Communications, Inc. Burnabay, BC Witness Systems Roswell, GA WorldCom Atlanta, GA Yube Santa Clara, CA COMPANY WEB ADDRESS 01 Communique Laboratory www.01com.com Acapel www.acapel.com Alcatel www.alcatel.com ALORICA, Inc. www.alorica.com AltiGen Communications www.altigen.com AMCAT www.amcat.com AperServ Technologies, Inc. www.aperserv.com Apropos Technology, Inc. www.apropos.com Astute, Inc. www.astutesolutions.com Austin Logistics www.austinlogistics.com AvantGo www.avantgo.com Avaya www.avaya.com Baydon Solutions, Inc. www.baydon-solutions.com Blue Pumpkin www.bluepumpkin.com Chordiant www.chordiant.com Cintech Solutions www.cintechsolutions.com Cisco Systems www.cisco.com Control-F1 wwwcontrol-f1.com CosmoCom www.cosmocom.com deuxo www.deuxo.com Digisoft Computers, Inc. www.digisoft.com divine, Inc. www.eshare.com EchoMail, Inc. www.echomail.com Edify Corp. www.edify.corn eGain www.egain.com Entigo Corp. www.entigo.com Envision Telephony www.click2coach.com eOn www.eoncommunications.com Epicor Software Corp. www.epicor.com E.piphany www.epiphany.com eStara www.estara.com Eyretel www.eyretel.com Firepond www.firepond.com GMT Corp. www.gmtcorp.com iBasis www.ibasis.net IEX www.iex.com iManage, Inc. www.imanage.com Interactive Intelligence www.inin.com ISC, Inc. www.isc.com Jacada www.jacada.com K2 Digital, Inc. www.k2digital.com Kanisa www.kanisa.com Kovair, Inc. www.kovair.com Motive Communications, Inc. www.motive.com Multiactive Software, Inc. www.multiactive.com NativeMinds www.nativeminds.com NEC America, Inc. www.cngnec.com NICE Systems www.nice.com noHold, Inc. www.nohold.com Peregrine Systems, Inc. www.peregrine.com Performix Technologies www.performixtechnologies.com Phonetic Systems www.phoneticsystems.com Plantronics www.plantronics.com Previo Inc. www.previo.com Recipio www.recipio.com Respond www.respond-inc.com RightNow Technologies www.rightnow.com Sideware www.sideware.com Siebel Systems, Inc. www.siebet.com Simul8 www.simul8.com Sun Microsystems, Inc. www.sun.com Support.com Inc. www.support.com SYMON www.symon.com Synchrony Communications, Inc. (a www.synchrony.net division of divine, inc.) Talisma Corp. www.talisma.com TARGUS Information Corp. www.targusinfo.com TechExcel Inc. www.techexcel.com Telephony@Work www.telephonyatwork.com Telera www.telera.com ThoughtWare Technologies, Inc. www.thoughtware.com Ulysses Learning www.ulysseslearning.com Vertical Solutions, Inc. www.vertsol.com Vividence www.vividence.com Vocalcom www.vocalcom.com VocalScape Communications, Inc. www.vocalscape.com Witness Systems www.witness.com WorldCom www.worldcom.com Yube www.yube.com COMPANY PRODUCT 01 Communique Laboratory I'm In Touch Acapel KISARA for Siebel eBusiness Applications Alcatel Alcatel OmniTouch ALORICA, Inc. HELIX By ALORICA AltiGen Communications AltiCenter AMCAT MediaLynx 3.1 AperServ Technologies, Inc. TOM and TIM Apropos Technology, Inc. Multimedia Suite Version 5 Astute, Inc. PowerCenter Austin Logistics onQ AvantGo AvantGo 4.0 Avaya Avaya Interaction Center Baydon Solutions, Inc. Assistware Blue Pumpkin Blue Pumpkin Director - Enterprise 3.0 Chordiant Dialog Interaction Server Cintech Solutions NetVIA e-contact center Cisco Systems Cisco Internet Protocol Contact Center (IPCC) Control-F1 Control-F1 CosmoCom CosmoCall Universe Version 4 deuxo Intelligent Optimization Digisoft Computers, Inc. Telescript 5.3 divine, Inc. eshare NetAgent Suite EchoMail, Inc. EchoMail Edify Corp. Virtual Customer Service Representative Suite (vCSR) eGain eGain eService Enterprise Entigo Corp. Entigo Reality Envision Telephony Click2Coach eOn eOn Supervisor WorkSpace Epicor Software Corp. Epicor eHelpDesk 7.1 E.piphany E.piphany E.5, v 5.5 eStara eStaraVoice eMail Links Eyretel MediaStorelP Firepond eService Performer Contact Center/ Answer 6.0 GMT Corp. GMT Planet Mission Control iBasis SpeechPort ASP Environment IEX TotalView Workforce Management Solutions iManage, Inc. Manage WorkSite Interactive Intelligence CIC 2.0 ISC, Inc. Irene Online Jacada The Jacada Interface Server K2 Digital, Inc. K2 HELP Kanisa Kanisa 3.0 Kovair, Inc. VIPCenter Motive Communications, Inc. Motive's Financial Service Solutions Multiactive Software, Inc. Maximizer Enterprise 6.0 NativeMinds NeuroServer 3.0 NEC America, Inc. BlueFire IP Router/Switch NICE Systems NICE CEM noHold, Inc. noHold Instant Support 2.0 Peregrine Systems, Inc. ServiceCenter 4 Performix Technologies Emvolve Performance Manager Phonetic Systems PhoneticOperator 4.0 Plantronics DuoPro Previo Inc. eSupport Essentials 4.0 Recipio Brand Connection Respond Respond Loyalty RightNow Technologies RightNow Locator Sideware Enterprise Interaction Suite Version 4.0 Siebel Systems, Inc. Siebel Employee Relationship Management (ERM) Simul8 Simul8 Release 7 Sun Microsystems, Inc. Sun Ray 1.3 Support.com Inc. Resolution Suite Version 5 SYMON NetLite Synchrony Communications, Inc. (a Synchrony 4.0 division of divine, inc.) Talisma Corp. Talisma Sales Suite TARGUS Information Corp. Speech Capture Express TechExcel Inc. FrontOffice Telephony@Work CallCenter@nywhere 4.0 Telera Voice Web Application Platform ThoughtWare Technologies, Inc. Workforce Lifecycle Management (WLM) Ulysses Learning CallMentor Vertical Solutions, Inc. PowerHelp Millennium Version 6 Vividence XMS 2.0 Vocalcom Hermes Pro VocalScape Communications, Inc. VocalConnect Witness Systems eQuality WorldCom WorldCom Web Center Yube Yube e-Services Applications Suite COMPANY DESCRIPTION 01 Communique Laboratory Remote access product Acapel Web-telephony integration product Alcatel Contact center suite ALORICA, Inc. Information management and process automation tool AltiGen Communications Multimedia IP call center suite AMCAT Web/call center integration product AperServ Technologies, Inc. Performance monitoring and management solutions Apropos Technology, Inc. CIM software Astute, Inc. Contact management system Austin Logistics Call-targeting software AvantGo Mobile infrastructure software Avaya CRM platform Baydon Solutions, Inc. Knowledge management solution Blue Pumpkin Workforce management software Chordiant XML-based interaction management solution Cintech Solutions eCRM software Cisco Systems IP contact center solution Control-F1 Web-based technical support product CosmoCom Multimedia customer interaction platform deuxo Automated lead optimization solution Digisoft Computers, Inc. Campaign management software divine, Inc. CIM software EchoMail, Inc. E-mail management product Edify Corp. Automated and agent-assisted customer interaction solution eGain eCRM software Entigo Corp. E-commerce platform Envision Telephony Agent training/evaluation software eOn CIM software Epicor Software Corp. Help desk support solution E.piphany CIM software eStara Click-to-talk product Eyretel Call recording platform Firepond eCRM solution GMT Corp. Workforce management solution iBasis Hosted speech-enabling solution IEX Workforce management product iManage, Inc. E-business platform and application Interactive Intelligence CIM software ISC, Inc. Workforce management solution Jacada Integrated user interface development and deployment environment K2 Digital, Inc. eCRM application Kanisa Online self-service solution Kovair, Inc. Strategic account relationship software Motive Communications, Inc. Web-based financial services management solution Multiactive Software, Inc. CRM software tool NativeMinds Virtual representative product NEC America, Inc. IP router and switch family of products NICE Systems Customer experience management recording solution noHold, Inc. Web-based self-service solution Peregrine Systems, Inc. Enterprise service management solution Performix Technologies Agent performance management solution Phonetic Systems Voice-enabled auto-attendant Plantronics Family of headset products Previo Inc. Web-based support services product Recipio Web-based customer feedback solution Respond Customer feedback capture solution RightNow Technologies Self-service application Sideware eCRM suite Siebel Systems, Inc. Employee performance management suite Simul8 Call center simulation/analytics software Sun Microsystems, Inc. Server software Support.com Inc. Support automation software SYMON LED panel Synchrony Communications, Inc. (a eCRM solution division of divine, inc.) Talisma Corp. eCRM software TARGUS Information Corp. Speech-enabled name and address capture service TechExcel Inc. Customer lifecycle management suite Telephony@Work Contact center platform Telera Hosted Web-IVR ThoughtWare Technologies, Inc. Workforce management solution Ulysses Learning Simulation-based training software Vertical Solutions, Inc. CRM/eCRM/mCRM product suite Vividence Customer data capture software Vocalcom Contact center platform VocalScape Communications, Inc. Web-based collaboration suite Witness Systems Multimedia recording and analysis product WorldCom Web-based customer contact solution Yube Web-based CRM suite