Customer Inter@ction Solutions[R] magazine's third-annual CRM Excellence Awards Part I. (Customer Relationship Management).For the third consecutive year, the editors of Customer Inter@ction Solutions[R] dared readers to prove that their companies have what it takes to win the coveted cov·etv. cov·et·ed, cov·et·ing, cov·ets v.tr. 1. To feel blameworthy desire for (that which is another's). See Synonyms at envy. 2. To wish for longingly. See Synonyms at desire. CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. Excellence Award. Below are the winners...the companies that offer the best and the brightest customer relationship management products and services, all to the benefit of their clients. Winners were chosen on hard data...quantifiable Quantifiable Can be expressed as a number. The results of quantifiable psychological tests can be translated into numerical values, or scores. Mentioned in: Psychological Tests results that convinced us, without a doubt, that their clients were infinitely better off with these companies' products and services than without. Congratulations to the winners. EDITOR'S NOTE Editor's Note (foaled in 1993 in Kentucky) is an American thoroughbred Stallion racehorse. He was sired by 1992 U.S. Champion 2 YO Colt Forty Niner, who in turn was a son of Champion sire Mr. Prospector and out of the mare, Beware Of The Cat. Trained by D. : Because of the volume of awards applications we received, the CRM Excellence Awards will be presented in two parts, to be continued This article is about the Elton John box set. For the plot device commonly featuring the phrase "To be continued", see Cliffhanger. To Be Continued next month in the August issue of Customer Inter@ction Solutions([R]. Alorica, Inc. Suhail Khan skhan@alorica.com Ph: 909-606-3667 Web: www.alorica.com Product: Helix "In the six months since the new program began with Alorica, the client has cut its product returns by 50 percent, adding huge savings to the company's bottom line. In fact, the company reported its first profitable quarter ever, just three months into the customer care program. Instead of receiving angry letters, the company is now getting letters from consumers praising its stellar customer service." Apropos Technology Nicole Fitzmaurice nicole.fitzmaurice@apropos.com Ph: 630-575-7771 Web: www.apropos.com Product: Apropos Multi-Channel Interaction Management Suite "After implementing Apropos Multi-Channel Interaction Management Suite, the client reported it was able to reduce the cost of doing business, reduce hold times from 40 minutes to 45 seconds, recover lost revenue by identifying high-value customers and allow for 24 x 7 support around the world." ATG ATG antithymocyte globulin. lymphocyte immune globulin (antithymocyte globulin equine, ATG, ATG equine, LIG) Atgam Pharmacologic class: Immunoglobulin Therapeutic class: Immunosuppressant (Art Technology Group) Sales dept. sales@atg.com Ph: 617-386-1000 Web: www.atg.com Product: ATG Consumer Commerce Suite "Client has seen a number of measurable business and IT benefits across the board using ATG. Online sales revenue is up 38 percent from last year. The site also has quadrupled online lead captures for offline telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. and, since the re-launch, there has been a 765 percent outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" revenue improvement over 2000 in 2001." Call Compliance, Inc. Stefan E. Dunigan stefan@callcompliance.com Ph: 516-656-5131 Web: www.callcompliance.com Product: TeleBlock Do-Not-Call Blocking System "Since TeleBlock's deployment in 2001, client has achieved an unblemished compliance record -- not a single fine or penalty has been levied by any state. Most importantly Adv. 1. most importantly - above and beyond all other consideration; "above all, you must be independent" above all, most especially , the company has avoided the damage to reputation normally associated with such fines." Concerto concerto (kənchâr`tō), musical composition usually for an orchestra and a soloist or a group of soloists. In the 16th cent. concertare and concertato implied an ensemble, either vocal or instrumental. Software Candace Berman cberman @concerto.com Ph: 305-639-2267 Web: www.concerto.com Product: ContctPro The client reported, "ContactPro lets us match a customer's travel desires with an agent's skills and experience, and that has made our business much more dynamic." CyberRep Carol Miller cmiller@cyberrep.com Ph: 703-917-9170 Web: www.cyberrep.com Product: Click2Chat "CyberRep's implementation of cross-sell/up-sell strategies has increased conversion rates and revenue percentages, exceeding the client's overall projections by 50 percent. CyberRep averages between 25 to 32 percent conversions each month, adding $23,000 to $29,000 in weekly revenue, nearly doubling the profit margin." Data-Tel Info Solutions Heidi Snow heidisnow@ datatel-info.com Ph: 614-895-8852, ext. 103 Web: www.datatel-info.com Product: xSELLerator Contact Center Suite "Using xSELLerator with remote automation services, all data now resides at the central office in the client's Phoenix-based call center. Lists can be broken up and disbursed to each additional location, while result codes (dispositioning) will automatically return back to the master list in the central office." divine Beth Zindel beth.zindel@divine.com Ph: 773-394-6600 Web: www.divine.com Product: divine NetAgent Client reports, Using divine NetAgent and divine Expressions is necessary to be successful. I don't think we would have half the sales we do if we were not able to guide the people through the process, relieve their anxiety or answer their questions." Edcor John Robertson John Robertson may refer to: Politicians:
jrobertson@edcor.com Ph: 248-836-1321 Web: www.edcor.com Product: Outsourced Contact Center, Web administration services "While Edcor offers the advantage of being a single-source solution, offering the full spectrum of customer relationship management (CRM) capabilities, its flexible architecture enabled this client to come with pre-selected choices. This provided the client with cost-savings, and the ability to meet their speed-to-market goals." Edify ed·i·fy tr.v. ed·i·fied, ed·i·fy·ing, ed·i·fies To instruct especially so as to encourage intellectual, moral, or spiritual improvement. Steve Bell Steve Bell is the name of:
steve.bell@edify.com Ph: 408-486-1745 Web: www.edify.com Product: Edify eService Suite "Edify's comprehensive, multichannel Using two or more paths for transmission or processing. It can refer to a variety of architectures including (1) multiple I/O channels between the CPU and peripheral devices, (2) multiple wires in a cable, (3) multiple "logical" channels within a single wire or fiber or (4) multiple platform and CRM applications gave the client, a European roadside assistance company, the enterprise-based solution to manage complex internal, multipart Web and e-mail communications." eGain Communications Corporation Anne Carr acarr@egain.com Ph: 408-331-7721 Web: www.egain.com Product: eGain eService Enterprise (E3) "eGain eService Enterprise has given the client the kind of efficiency and productivity it was looking for Looking for In the context of general equities, this describing a buy interest in which a dealer is asked to offer stock, often involving a capital commitment. Antithesis of in touch with. . The client has been able to minimize their growth, respond directly to customer requests for better support and more channels for delivering that support, and secure a competitive edge." Epicor Software Solutions Sean Foote sfoote@epicor.com Ph: 800-356-0912 Web: www.clientele.epicor.com Product: Clientele CRM "The customer service and technical support departments have experienced dramatic improvement in their ability to manage calls. With Clientele, the turnaround time (1) In batch processing, the time it takes to receive finished reports after submission of documents or files for processing. In an online environment, turnaround time is the same as response time. for resolving customer issues has improved approximately 30 to 40 percent, allowing service professionals to handle more calls per day." e-talk Yvonne Powell yvonne.powell@e-talkcorp.com Ph: 972-819-3244 Web: www.e-talk.com Products: Survey, Recorder and Advisor FrontRange Solutions This article or section needs sources or references that appear in reliable, third-party publications. Alone, primary sources and sources affiliated with the subject of this article are not sufficient for an accurate encyclopedia article. "Recorder provides powerful quality assurance monitoring capabilities and allows the client's contact centers to capture and store customer interactions for easy evaluation. This allows its call center managers to ensure constant and powerful customer communications." Jacqueline Lamb jacqueline.lamb@frontrange.com Ph: 719-532-7330 Web: www.frontrange.com Product: HEAT "The new system allows the user, a large city, to capture knowledge so it's available to everyone. Plus, employees can add to it themselves any time. The knowledge bases and HEAT's ease of use have simplified the training of new hires." Genesys Dana Dye danadye@genesyslab.com Ph: 415-437-1078 Web: www.genesyslab.com Product: Genesys Interaction Management Framework, Genesys Enterprise Routing Solution and screen pop "Not only was the client able to reduce costs, but also they were able to support their sales operations more effectively by handling more calls with the same number of agents. The company reported, 'The day after we started using Genesys' Enterprise Routing, we could handle 25 percent more calls with the same number of staff."' Marketsoft Jason Cigarran cigarran@marketsoft.com Web: www.marketsoft.com Product: DemandMore*Leads "DemandMore*Leads is helping us maintain our position as the market leader by changing the way we do business," said the client. "We respond to our customers and prospects faster, and we have clear proof of what marketing campaigns work and where we get the most bang for our buck." Message Time, Inc. Jessica Thach jessica@messagetime.com Ph: 800-214-0803 Web: www.messagetime.com Product: Message Time Business Center "Ninety-eight out of 100 letters end up in the circular file and 80 percent of your advertising campaign gets lost in the cracks. The toll-free-number usage costs 9.9 cents per minute." The user contends that his system is "3,000 percent more cost-effective than the old way of doing advertising." Oncontact Software Tim Vertz timv@oncontact.com Ph: 262-375-5143 Web: www.oncontact.com Product: Client Management Software (CMS (1) See content management system and color management system. (2) (Conversational Monitor System) Software that provides interactive communications for IBM's VM operating system. ) "An insurance company was in search of technology that could simplify the weighty sales process A sales process is a systematic approach for performing product or service sales. The reasons for having a sales process include seller and buyer risk management, achieving standardized customer interaction in sales and scalable revenue generation. its mobile sales force was juggling. It found Oncontact's CMS...and more than a million dollars in reduced operational costs." Oracle Corp. Deborah Athens deborah.athens@oracle.com Ph: 650-506-1787 Web: www.oracle.com Products: Oracle 11i See Oracle database. TeleService, Interaction Center "In approximately 18 months, the client nearly doubled its staff productivity, resulting in almost $3 million savings in personnel costs." Phase 2 Solutions, Inc. Dave Ammons dammons@phase2solutions.com Ph: 480-477-1210 Web: www.phase2solutions.com Product: Catalyst "Phase 2's integrated billing solution dramatically outperformed all previous conversion and integration efforts, resulting in the recovery of substantial billable revenue, while bringing all billing cycles Billing cycle The time elapsed between billing periods for goods sold or services rendered. current. Since July 2001, Phase 2 has generated over 2.8 million invoices, has handled 1.3 million inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound calls and processed over 417,000 pieces of correspondence." RightNow Technologies RightNow Technologies NASDAQ: RNOW is a U.S. software company that develops customer relationship management (CRM) software for small and mid-market businesses. It is incorporated in Delaware and headquartered in Bozeman, Montana. Monica Remely mremely@rightnow.com Ph: 406-522-4264 Web: www.rightnow.com Product: RightNow's eService solution "Thanks to these support-driven site improvements, 86 percent of the client's Web site users never need the help of a rep -- and another 10 percent find their own answers on the site. The client company's staff therefore only need work with 4 percent of the entire user population." Rockwell FirstPoint Contact Cecilia Kenneally cecilia.kenneally@rockwellfirstpoint.com Ph: 713-963-8336 www.rockwellfirstpoint.com Product: FirstPoint Business Edition "With the additional functions the new system offers, the client has been able to trim a quarter of its agent staff, while enabling the remaining staff to handle the same number of calls in a more efficient manner." Selltis LLC (Logical Link Control) See "LANs" under data link protocol. LLC - Logical Link Control Brian Gardner Brian Gardner is an American record producer and sound engineer. He has worked on over 750 recordings since the mid-1970s, including classic rock, funk, disco, alternative rock, R&B, hip hop, pop punk, and dance pop. briang@selltis.com Ph: 985-727-3455 Web: www.selltis.com Product: Selltis "With Selltis, we can easily view and report on any level of activity for any sales agent, lead and customer," the client reports. "As a result, we have a better grasp of what is happening in the sales organization at any given time, and can more easily communicate and collaborate with our colleagues, customers and partners." Siebel Systems Siebel is a brand name of Oracle Corporation. Siebel Systems, Inc., founded by Thomas Siebel in 1993, was principally engaged in the design, development, marketing and support of CRM applications. Jane Paolucci jpaolucci@siebel.com Ph: 650-477-1334 Web: www.siebel.com Products: Siebel eBusiness Applications, Siebel Call Center, Siebel Field Service Siebel Sales "Finally, for field salespeople sales·peo·ple pl.n. Persons who are employed to sell merchandise in a store or in a designated territory. , the system has facilitated the transfer of lead information, improved the ability to determine the effectiveness of sales campaigns Noun 1. sales campaign - an advertising campaign intended to promote sales ad blitz, ad campaign, advertising campaign - an organized program of advertisements sales campaign n → campaña de venta , and greatly streamlined the preparation of quarterly forecasts." Simtrex Corporation Angela Ayers aayers@simtrex.com Ph: 678-589-9157 Web: www.simtrex.com Product: StarTrainer "The improvements we have seen with StarTrainer have been remarkable," reports the client. "We are certain that our customers will appreciate the results, which will further elevate el·e·vate tr.v. ele·vat·ed, ele·vat·ing, ele·vates 1. To move (something) to a higher place or position from a lower one; lift. 2. To increase the amplitude, intensity, or volume of. 3. our standard of industry-leading service." Syntellect, Inc. Mark Skoog mskoog@syntellect.com Ph: 602-789-2961 Web: www.syntellect.com Product: Vista IMR IMR - Internet Monthly Report "All in all, we have seen the cost of our self-service calls drop by one-third since our DTMF (Dual-Tone MultiFrequency) The type of audio signals that are generated when you press the buttons on a touch-tone telephone. See also DMTF. DTMF - Dual Tone Multi Frequency days. We recouped our original investment in speech recognition within a year and the savings over touch-tone are ongoing." Tigerpaw Software Jeffrey Kaldahl jeffreyk@tigerpawsoftware.com Ph: 402-592-4544, ext. 3110 Web: www.tigerpawsoftware.com Product: Tigerpaw Software's Business Suite UniPress Software, Inc. "The client's overall cost savings by using our software was 10 to 15 percent. This savings was immediately transferred to the bottom line." Debbie Ingram dingram@unipress.com Ph: 732-287-2100, ext. 938 Web: www.unipress.com Product: Footprints "FootPrints enables employees to play a larger role in the help desk, submitting tickets and searching for solutions on their own, speeding issue resolution and freeing up the help desk staff. When employees call or e-mail the help desk staff, FootPrints' automatic e-mail alerts keep them informed of new status, improving communication." Vividence Corp. Blake Wise blakew@vividence.com Ph: 650-645-5023 Web: www.vividence.com Product: Vividence XMS (1) See cross memory services. (2) (eXtended Memory Specification) A programming interface that allowed DOS programs to use memory above 1MB in 286s and up. "Based on the Vividence recommendations, the client streamlined its [Web] shopping and checkout processes, enhanced the search tool and improved site navigation. The resulting redesign re·de·sign tr.v. re·de·signed, re·de·sign·ing, re·de·signs To make a revision in the appearance or function of. re reduced the number of clicks for the entire shopping process -- from product selection to checkout -- by 37 percent. Furthermore, the checkout process was greatly simplified by reducing the number of pages from five to three." WebTone Technologies Kim Humphreys khumphreys@webtonetech.com Ph: 404-439-8267 Web: www.webtonetech.com Product: TouchPoint The client comments, "We knew that our technology and process changes would dramatically improve our ability to service customers through our Phone Bank. What we didn't expect was the tremendous increase in sales leads A sales lead is the identity of a person or entity potentially interested in purchasing a product or service, and represents the first stage of a sales process. The lead may have a corporation or business associated with the person(s). and the four-point increase in customer satisfaction scores. We couldn't have scripted the end results better if we had tried." White Pajama Ellen Pensky ellenp@whitepajama.com Ph: 510-259-2535 Web: www.whitepajama.com Product: White Pajama CRM Contact Center The client says, "White Pajama fosters accountability within our organization, and we can rest assured that no client issues will go unresolved Not completed; not finished; not linked together. See resolve. ." For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. |
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