Our first-ever award determined by readers.TMC TMC Technology Marketing Corporation (Norwalk, Connecticut) TMC Texas Medical Center (Houston, TX) TMC Traffic Message Channel TMC The Movie Channel TMC Traffic Management Center and Customer Inter@ction Solutions magazine are proud to announce that the results have been tallied for our first-ever "Best in Class" rankings. Rather than having a panel of editors and engineers determine the winners, we decided to let some other subject matter experts pick the winners: the end customers of the solutions and services. We created a far-reaching customer satisfaction survey that covered many products and services within a variety of categories within the CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. , call/contact center, teleservices and IP contact center arenas. We then invited the people in the call/contact center, CRM and teleservices trenches--both Customer Inter@ction Solutions magazine and TMCnet.com readers--to take a few minutes to give their honest opinions about the services and solutions they use every day for their customer interaction needs. The readers spoke, we listened and tallied, and without further ado, we present the top-ranking company or companies within the categories. ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. Software Winner: Nortel Networks (Nortel Networks Limited, Brampton, Ontario, www.nortelnetworks.com) A world leader in telecommunications products, which includes switching, wireless and broadband systems for service providers and carriers, telephones and systems for residential and business users, computer telephony Call Recording and Monitoring Winner: Witness Systems CRM Software Winner: 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. Inc. Headsets Tie: Plantronics Inc. and GN Netcom Inc. IP Contact Center Solutions Winner: Cisco Systems Knowledge Management and Database Products Winner: Primus Knowledge Solutions (now owned by ATG--Art Technology Group) List Management and Database Solutions Winner: infoUSA PBX/IP-PBX Winner: NEC (NEC Corporation, Tokyo, www.nec.com, www.necus.com) An electronics conglomerate known in the U.S. for its monitors. In Japan, it had the lion's share of the PC market until the late 1990s (see PC 98). NEC was founded in Tokyo in 1899 as Nippon Electric Company, Ltd. America Inc. Speech Technologies Winner: LumenVox Teleservices Agencies Winner: OKS OKS Oshkosh, Nebraska (airport code) OKS Oracle Service Contracts (software application) OKS Old King's School (alumni of the King's School, Canterbury, Kent UK) Ameridial Worldwide Voice Messaging Products Winner: Avaya Web-based Customer Service Solutions Winner: Primus Knowledge Solutions (now owned by ATG--Art Technology Group) Workforce Management Solutions Winner: Aspect Software For more information about the TMC Best In Class awards, contact TMC VP of Marketing Michael Genaro at mgenaro@tmcnet.com or 203-866-3326, ext. 142. |
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