Customer Inter@ction Solutions' 2003 Product of the Year awards.
Each year, Customer Inter@ction Solutions[R] magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. These are products and services that have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them. It is these companies' contributions that lead the way in making the call center technology industry the dynamic field that it is today.
In these times of reduced budgets, every dollar spent on technology is precious, so it is vital that capital investment in technology and services be invested as wisely as possible in order to speed return on investment and improve the business processes and bottom line of the companies that purchase these technologies.
To this end, the editors of Customer Inter@ction Solutions[R] 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 pinnacle 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.
ACCPAC International, Inc.
ACCPAC CRM is a Web and wireless-based solution designed to provide complete access to not only customer sales, marketing and support information, but access to the back-office accounting and operations solution as well. Through its Integration Server, ACCPAC CRM can access and centralize other information sources from across the enterprise, and the sophisticated workflow engine means users can even automate processes across their entire organization--a necessity in today's customerfocused marketplace.
AltiGen Communications, Inc.
AltiContact Manager (ACM) is AltiGen's advanced contact center solution. ACM was designed to support inbound, outbound or blended contact centers and is targeted at contact centers of 12 to 500 agents. The product is a turnkey IP hardware/software system for inbound, outbound or blended contact centers. Each ACM chassis will support up to 128 active agents with up to 500 active agents in a multiple chassis or distributed implementation.
AltiContact Manager allows businesses to save money by providing comprehensive, easy-to-use tools and technology that enhance the customer experience, increase sales and service levels and improve agent productivity.
Amdocs ClarifyCRM 12
Amdocs ClarifyCRM, unlike traditional CRM systems, is designed specifically for the needs of large companies with high volume contact centers, highly complex and wide-ranging offerings, and millions of customers. Features include seamless customer interaction among call centers, Web sites, sales and service teams; Web-driven interfaces that support online self-service for lower costs and increased customer satisfaction; data mining technology that allows for quick identification of high-value customers prone to churn; and proactive marketing campaigns to improve customer retention
Applied Innovation Management
HelpDesk Expert for Customer Service 7.0
HelpDesk Expert for Customer Service (HDECS) is a 100 percent Web-based help desk software system designed to allow users to provide their customers with a 24-hour customer support solution. HDECS is easily installed on any standard Web server, is compatible with all OBDC-compliant databases and can be accessed by any Internet or intranet enabled platform--regardless of operating system--from anywhere in the world.
ASC telecom AG
Marathon Evolution is a universal communications recording solution designed to satisfy the demanding requirements for all applications from busy financial trading floors and high-volume contact centers to mission-critical air traffic control and public safety applications. With its scaleable channel array, it captures and records all interactions from four up to thousands of channels simultaneously. The system can be configured to record, live monitor and archive communications at one location.
Aspect Communications Corp.
Aspect Iphinity Call Center
Aspect Iphinity Call Center was created to enable call centers with between 50 and 150 customer service agents to save money and improve the efficiency of their call centers with a turnkey, all-in-one bundled call routing solution that includes software, hardware, phone sets, administration, real-time and historical tools, implementation, training services and one year of technical support.
Audentify enables contact centers to reduce call handling times, increase the quality of customer interactions, monitor individual agent performance, analyze call handling trends and enable all calls and interactions to be recorded and made instantly available.
OnQ makes multiple call centers (or predictive dialers) work like one, allowing centralized strategy control. It seamlessly moves accounts between multiple call centers and dialers to level workloads, and to enable centralized strategy execution. Users can prioritize multiple lists onto one dialer, share lists between multiple dialers and manage quotas in calling campaigns--all automatically and in real-time.
Avaya Customer Interaction Suite The Avaya Customer Interaction Suite encompasses solutions for contact management, self-service, proactive contact and operational effectiveness backed by new versions of Avaya contact center applications. It is a suite of contact center solutions featuring new and advanced capabilities that deliver personalized customer service across any communications channel, help contact centers manage compliance with state and national "do-not-call" registries, and improve the scalability of self-service.
SalesLogix 6.1 is a sales-centric customer relationship management solution designed to drive sales performance in small to mid-sized businesses through sales, marketing and customer support automation. The product is part of the Best Software family of business management products.
SalesLogix is a sales-driven customer relationship management (CRM) solution with a history of being easy to use that stems from its ACT! heritage.
Blue Pumpkin Advisor class
Blue Pumpkin recently unveiled its enhanced Advisor class of solutions that includes the new Advisor Express, which simplifies what can be a complex implementation, removing a major barrier for contact centers to begin the critical process of performance management. Advisor Express was created to provide a clear, easy to understand snapshot of center operations and agent productivity by providing information in context to give meaning to the data being presented.
The Call Center School
Masters Series in Call Center Management
The Masters Series in Call Center Management is a 35-topic Web seminar curriculum made up of five tracks (Leadership, Operations, Supervisory, Technical and Workforce Management) of 90-minute seminars delivered via the Web.
Call Compliance, Inc.
TeleBlock Do-Not-Call Blocking System
The TeleBlock Do-Not-Call Blocking System automatically screens and blocks outbound calls in real-time against federal, state, third-party and in-house do-not-call lists within the network infrastructure of a participating telephone company via SS7 and IP technologies. Its network-based deployment eliminates the need for additional hardware or software at the subscriber's location allowing for full compatibility with all varieties of calling equipment.
DirectQuest is designed to manage both outbound and inbound telephone interactions using a variety of capabilities, as well as intelligently routing of inbound calls and blending incoming and outgoing calls for maximum customer contact efficiency.
DirectQuest provides a full complement of host-based routing and blended call capabilities. Host-based routing identifies incoming calls (via ANI or other call data), matches the call with a database account screen and delivers the call and screen to the most qualified agent.
EnsemblePro is a complete contact center solution that enables you to reap the benefits of a unified platform--while helping protect and maximize users' current technology investments. It has been architected from the ground up to incorporate the functionality required by multimedia contact centers, including ACD, predictive dialing, IVR, e-mail, Web chat and collaboration, universal queuing, recording and reporting, while also offering the ability to connect with, and add value to, existing contact center point solutions.
The centerpiece of ContactPoint is a competency model that enables you to create job profiles that outline the skills, knowledge and abilities that agents need to be successful. These job profiles can be linked to Key Performance Indicators (KPIs), or goals that the agent is expected to achieve, including measures of both agent efficiency and effectiveness.
Digisoft Computers, Inc.
Telescript 5.5 is a modular and scalable call center management solution designed to integrate with telephone, database, Web and other call center-related systems. Telescript uses a 100 percent customizable agent interface with a wide variety of easy-to-use transaction management tools and direct real-time database integration.
DI InSight is an easy-to-use and efficient management tool, providing the ability to evaluate, measure and track employees' performance daily, weekly or on an annual basis. DI InSight identifies and displays performance trends and simplifies employee assessment reviews, thereby enhancing coaching sessions. Users can compile call data information and rate employees using Dynamic Instruments' wizard forms and built-in scoring tools.
eAssist Global Solutions
eAssist NetAgent Contact Center
eAssist NetAgent Contact Center is a suite of products designed to provide CSRs with a single interface for managing customer interactions. Users can help reduce customer service costs and provide prompt, reliable service and support using a combination of e-mail, online chat and telephone. The suite includes NetAgent Email, NetAgent Chat, NetAgent CTI and NetAgent International.
By combining leading-edge automation technologies like speech recognition, speaker verification, text-to-speech, fax and touch-tone capabilities with a powerful application development environment and natural language capabilities, Edify Voice automates transactions formerly requiring live agent assistance. It integrates seamlessly into the Edify Multi-Channel Platform to allow information access from across the organization and beyond, enabling companies to increase call accuracy and accommodate higher call volumes globally while delivering more personalized and intelligent customer interactions.
eGain Service 6
eGain Service 6 is a comprehensive, integrated, best-in-class software suite for multichannel contact center interaction management through e-mail and live Web collaboration, Web self-service, knowledge management, service process design, case/task management, service fulfillment and contact center performance management.
TeleFlow CallCapture is a recently released, comprehensive call recording and monitoring solution, with the means to monitor, record, review and archive voice, radio and fax transmissions with support for popular PBX and KSU systems. It provides the means to record, store and archive calls, helping to improve customer experiences, ensure quality management and provide transaction verification and dispute resolution--all included as customizable components.
Envision Telephony Inc.
Envision Workforce Management
Envision Workforce Management was designed to seamlessly integrate forecasting, scheduling and analysis capabilities with quality monitoring and e-learning. It was created to be the ideal solution for managing all of a company's contact centers to maximum efficiency 24 hours a day. Envision Workforce Management determines the most efficient schedule based on a host of criteria, including traffic volumes, service level goals, cost estimates and a host of agent information, including holidays, breaks, lunches, scheduled coaching sessions, shifts, skill types, seniority and time off.
Epicor Software Corp.
Clientele eMarketing is an application for delivering effective e-mail marketing campaigns. It was also designed to be an excellent tool for distributing important communications to employees, partners, prospects and customers. Clientele eMarketing manages the entire campaign cycle--from identifying and importing contacts to creating targeted e-mails with a corresponding Web landing page.
Qfiniti is a comprehensive Performance IMPACT System designed to enable enterprise contact centers to deploy proven, scalable quality monitoring and agent evaluation programs. With Qfiniti, users have the tools to capture telephony and desktop events, evaluate and measure those activities, coach agents and analyze the company's entire quality program. Qfiniti was created to provide users with a powerful foundation upon which they can build a successful enterprise Performance IMPACT Program in order to ensure superior quality performance in a growing spectrum of communications channels.
GoToAssist is a Web-based virtual on-site support solution that enables technical support, call center and help desk support representatives to interact with customers and employees in real time via secure, remote-support technology.
Firstwave Version 10
Firstwave v. 10 features an Integrated Development Environment (IDE), which is designed to decrease total cost of ownership and improve customer responsiveness. This decrease is achieved by enabling business analysts or similar resources to quickly develop and deploy customized CRM applications that fit changing business models and needs. Firstwave v. 10 focuses on the critical need to leverage legacy systems for quicker integration and implementation by connecting to multiple data sources using a built-in business objects layer.
Genesys Telecommunications Labs, Inc.
Genesys Voice Callback
Genesys Voice Callback is a software-only solution that leverages a company's existing call center infrastructure, including the PBX, call progress detection hardware, IVR, as well as existing databases and operating systems. Genesys Voice Callback is fully integrated with the Genesys Framework, which provides a single point of configuration and management, a single state model for blending inbound calls with callbacks, and unified reporting.
GN Netcom, Inc.
Designed for business professionals, the GN 9120 is a wireless headset that can be used up to 150 meters from its charging station, with twelve hours of talk time.
IEX, a Tekelec company
IEX TotalView Workforce Management
The TotalView Workforce Management system was designed to ensure that the right agents are in the right place at the right time to deliver outstanding service levels to customers--consistently, and at a lower cost. From forecasting and planning through scheduling and intraday management, to reporting and analysis, the TotalView system can deliver the tools companies need to make their contact centers perform at their peaks. Two significant features were added to TotalView in 2003. WebStation Plus and the SmartSync Suite.
Interactive Intelligence Inc.
Customer Interaction Center (CIC) CIC enhances service as well as organizational efficiency by bringing voice and data together on a single server running Microsoft Windows 2000. Call processing, voice mail, e-mail, faxing, integrated CRM, Web interactions, Web form processing, advanced supervision and reporting capabilities, CIC is everything a business needs in one modular, scalable, non-proprietary solution that continues to meet changing needs. In September 2003, Interactive Intelligence released a major upgrade to Customer Interaction Center.
InVision Studio for VoiceXML 2.0 The product represents the next generation of application development tools for the creation, modification and testing of advanced call flow scripts for voice portals with speech recognition and text-to-speech applications that focus on ease of use, improved functionality and open-standards compliance.
VoIP Service Management System
iPine Networks has released an innovative real-time solution designed to alleviate difficulties encountered with data and telephony-based applications. Service providers and enterprise network managers are provided with real-time visibility into all the VoIP flows. With these data, managers can relate to the real user experiences right from the initial VOIP installation service and on an ongoing day-to-day basis. Companies are able to monitor the entire network's behavior throughout a call connection at any time.
KANA IQ 8
KANA IQ 8 is KANA's application for enterprise knowledge management and service optimization. It helps power customer service by providing faster and more accurate request resolution, resulting in reduced service costs and improved customer satisfaction. KANA IQ 8 is the cornerstone of KANA's Agent-Assisted and Self-Service solutions that are optimized for specific vertical markets including high technology, telecommunications, financial services, government and healthcare.
Kanisa 5 is a complete set of knowledge-empowered customer service applications that automate the problem resolution process. The suite includes Support Center, Support Site, Expert Forums and Site Search.
Scorecard provides comprehensive agent performance data at any level and provides an individualized view that can be manipulated to meet the various individual needs of key stakeholders in the customer service center.
KnowledgeBase Solutions, Inc.
KnowledgeBase.net Hosted 3.3 KnowledgeBase.net Hosted Edition 3.3 offers a plethora of new features that, among other benefits, provides unparalleled levels of customization and improves on the product's overall ease of use and functionality.
Left Bank Solutions
Monet Workforce Management System
Monet is a PC software package that provides a complete end-to-end workforce optimization solution, assisting managers of contact centers to increase service levels and decrease costs through improved employee utilization.
Bridge View is a Web-based reporting and monitoring tool that allows clients access to real-time contact center performance. It is a unique tool that helps enable companies to view their business operations at LiveBridge in real time--all from a PC with an Internet connection.
LV Speech Tuner
LumenVox designed the LV Speech Tuner to be the first integrated maintenance tool provided by the speech recognition industry that allows both transcription and testing capabilities to the end user.
DialVision is a 100 percent Web-based CIM application and software dialer that can be used by a call center or department to manage such interactions as inbound, outbound and blended telephone contact. Because it is written in HTML, it is a thin-client application requiring only the use of a Web browser at the agent's workstation.
SmartCall is a patent-pending customer care application that enables communications and technology providers to deliver automated troubleshooting and resolution via the phone and optimize manual support call interactions.
ATOMS DNC Manager
The ATOMS DNC Manager is a state-of-the-art system that helps companies stay in compliance with do not call regulations by administering their DNC lists.
Nuance Call Steering 1.0
Powered by Say Anything and AccuRoute, Nuance's natural language understanding technologies, Nuance Call Steering enables companies to consolidate their various customer service phone numbers to one 800-number that simply greets callers with "Welcome."
Unlike previous first-generation IP-based systems, the NuContact Center is designed from the ground up to satisfy the specific requirements of the call center--mission-critical performance, advanced multimedia routing capabilities and contact routing to any agent.
Client Management Software 7.0 CMS houses all the critical business information an organization needs to develop effective sales, marketing and customer service strategies.
PeopleSoft Predictive Analytics for CRM
Predictive Analytics For CRM uses sophisticated analytics that transform complex data into useful information, enabling business users to make real-time decisions that increase customer profitability and retention. To speed implementation times, the solution includes two pre-packaged analytic templates, PeopleSoft Customer Churn and PeopleSoft Campaign Response. The templates reduce customer attrition and increase customer responses to targeted marketing offers.
Plantronics DA60 combines a digital USB-to-headset adapter with PerSono Pro 2.0 software for contact centers' voice over IP softphone applications.
Positive Software Systems
ContactQ is an innovative customer interaction data warehouse (CIDW) solution that enables businesses to develop, execute and manage in real time enterprisewide contact strategies from a single, secure server.
Primus Knowledge Solutions
Primus VoiceFAQs is a self-service application that uses speech recognition technology to provide better customer service.
VoiceFAQs enables customers to solve problems faster, by using simple voice commands to search or browse a knowledge base right over the telephone. It leverages advanced speech recognition technologies provided by VoiceGenie's VoiceXML Gateway.
Virtual ACD is an automated call distribution system that incorporates skills-based routing and allows an organization to create and manage a virtual call center or help desk using live personnel located on-site or remotely. Each agent's availability and skills are monitored and managed by the system to optimize efficiency.
Pulse Software and Consulting, Inc.
pulsevoice is an automated interactive voice response (IVR) system that enables callers to interact directly with information stored in a database through touch-tone or speech. This translates into expert-designed solutions that are easily navigated by end-users and seamlessly integrated into existing networks.
RightNow Outbound allows customer service organizations to proactively address service and support issues and marketers to incorporate service data to deliver permission-based, revenue-generating marketing campaigns.
Rockwell FirstPoint Contact
FirstPoint Business Edition v4.0
FirstPoint Business Edition v4.0 uses Intel's NetMerge Converged Communications platform to enable small- to mid-sized organizations to implement a VoIP strategy at a pace that makes the most sense for its customer contact strategy, without a forklift implementation.
The sforce platform was designed to make it easy for companies to customize, integrate and extend salesforce.com to match their own unique business requirements. Open, secure and reliable, sforce allows business users to customize their CRM, and allows developers to more easily integrate and extend salesforce.com by leveraging the tools and languages that they already use every day. This blend of power and simplicity makes salesforce.com a choice for any company serious about a custom-tailored CRM solution.
Salesnet Secure Offline provides all users need from their online data in an offline tool: comprehensive functionality, high performance and ease-of-use. It is flexible, allowing users to subscribe to only the information they need. It is self-maintaining so it needs no IT support, and it has security features that help ensure that only those who are supposed to have access to data can reach them.
SAS Institute, Inc.
SAS Marketing Optimization
SAS Marketing Optimization, available as a stand-alone application or as an addition to SAS Marketing Automation, helps users reach higher level of effectiveness and profitability in campaign management by evaluating multiple campaigns simultaneously to determine which products should be marketed to individual customers for maximum return.
SERTAINTY Automated Quality
Using speech recognition technology, SERTAINTY listens to and flags only those calls that actually need to be reviewed by a supervisor. SERTAINTY integrates with existing call recording systems, reviews calls for script adherence and flags when agents use banned words or phrases. Its underlying audio processing and search technology does not rely upon a predetermined word recognition dictionary.
Siemens Information and Communication Networks
HiPath ProCenter Suite
The combination of HiPath ProCenter Suites' real-time contact center capabilities with Microsoft Business Solutions CRM allows small and medium-sized firms to integrate the two solutions.
Real-Time Service Management Platform 6.0
Platform 6.0 allows problems to be automatically put into context, their cause to be diagnosed and, once determined, resolved--or even avoided altogether--in real-time. The SupportSoft RTSM platform serves as the technology foundation for all of SupportSoft's products, helping enterprises operating in real-time avoid or resolve technology-related problems by automating technical support, customer service and IT infrastructure management.
SYMON Communications, Inc.
Symon NetLite II
Symon created NetLite II wireless real-time display technology to solve the persistent need for increased productivity and improved team awareness of critical business metrics regardless of time and location. NetLite II's wireless capability eliminates the need for CAT-5 cabling so that companies can now deploy them anywhere there is a need to convey mission-critical information.
Talisma Chat, an application in Talisma's 5.0 Suite, allows customers to communicate with visitors on their Web site using real-time text dialog.
TeleDirect International, Inc.
Liberation 6000 Real Time Statistics The RTS application enables customers to more effectively manage their resources by understanding up-to-the second changes in their call center operations.
The product encompasses and unifies all communications channels and delivers those communications with ACD discipline--including weighted skills-based routing, a unified queue and consistent customer priority business rules across media channels.
By automatically recording and categorizing inbound calls, Consumer Expressions allows clients to hear exactly what customers are saying about their products and company via a secured Web portal.
TheBrain Technologies Corp.
BrainEKP for Customer Care With BrainEKP, customer care agents can surpass performance thresholds by utilizing a next-generation visual interface that models complex relationships across disparate information sources.
Tigerpaw Business Suite
Tigerpaw Business Suite Enterprise 9 is a Customer Relationship Management (CRM) Software System designed to build long-term meaningful relationships with customers.
TriVium Systems, Inc.
CallAnalyst Enterprise Server (ES) TriVium offers a one-stop solution with a complete suite of products that meets the needs of small and large enterprises. CallAnalyst provides call centers with a powerful set of control and analysis tools that can help in improving call productivity and managing operations.
Conversational Voice Response (CVR) System 3.0
CVR combines the power and scalability of a Web-based architecture, featuring an application server suite, tools suite and pre-built voice application capabilities designed to reduce the effort to build, manage, test and tune speech applications.
The 2003 Edition is designed to help organizations take their contact centers to the next level of performance in three core competencies: sales, service and coaching. CallMentor provides intensive practice applying those pathways, via realistic and challenging simulations, with just-in-time coaching and immediate performance feedback.
Unica's Affinium Suite enables marketers to gather and analyze knowledge from multiple data sources; identify customer wants and needs; plan, execute and manage tailored programs for interactions through multiple touch points; and measure and optimize marketing effectiveness.
FootPrints was designed to provide users with flexible, comprehensive capabilities without the burden of required consulting or dedicated staff to run it.
Companies can be running in live production in just days with centrally managed tracking for all incoming customer requests from multiple channels (phone, e-mail, Web and wireless), self-service online, knowledge management, business rule automation, two-way e-mail management and powerful reporting to keep a constant pulse on productivity, trends and SLA compliance.
Unveil Technologies, Inc.
Unveil Conversation Manager
Unveil's Conversation Manager is an enterprise speech self-service application for contact centers that lets customers ask what they want and always get the right answer. It works with live agents and learns from real customer interactions to continually reduce costs while guaranteeing high customer satisfaction. Unlike conventional speech IVR systems, Unveil's solutions handle all transactions, improve dynamically, are open, and are simple to design and maintain.
ULTRA IntelliFind is a customer analytics tool that automatically listens to, analyzes and categorizes recorded customer interactions to extract timely and relevant business insights for the enterprise.
VisionLog is a digital recording system that captures, stores, archives and plays back telephony and computer activities, supporting the customer contact center's quality development.
VoiceGenie VoiceXML Platform 6.0 Platform 6.0 introduces support for the next-generation VoiceXML specification, full call recording, MRCP client, support for over 14 ASR/TTS engines and enhanced functionality via VoiceGenie Management Console (VMC)
eQuality Producer is a customized contact center e-learning solution that leverages real-life scenarios agents encounter on a daily basis to create company-specific content. The new offering further extends Witness Systems' full suite of customer interaction recording, performance analysis and e-learning capabilities to optimize workforce performance and capture customer intelligence in the contact center.
For information and subscriptions, visit www.TMCnet.com or call 203-852-6800.
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|Title Annotation:||Call Center/CRM Management Scope|
|Publication:||Customer Interaction Solutions|
|Date:||Jan 1, 2004|
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