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 n. 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 adj. 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
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