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Customer Inter@Ction solutions' 2001 product of the year awards. (Call Center/CRM Management Scope).

Each year, Customer Inter@ction Solutions [TM] magazine bestows its Product of the Year awards on companies that have demonstrated the creme de la creme 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 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 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 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 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.

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 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


01 Communique Laboratory



AltiGen Communications


AperServ Technologies, Inc.

Apropos Technology, Inc.
Astute, Inc.
Austin Logistics
Baydon Solutions, Inc.
Blue Pumpkin


Cintech Solutions
Cisco Systems




Digisoft Computers, Inc.
divine, Inc.
EchoMail, Inc.
Edify Corp. www.edify.corn

Entigo Corp.
Envision Telephony
Epicor Software Corp.

GMT Corp.

iManage, Inc.
Interactive Intelligence
ISC, Inc.

K2 Digital, Inc.
Kovair, Inc.

Motive Communications, Inc.

Multiactive Software, Inc.
NEC America, Inc.

NICE Systems

noHold, Inc.
Peregrine Systems, Inc.

Performix Technologies

Phonetic Systems
Previo Inc.

RightNow Technologies

Siebel Systems, Inc.


Sun Microsystems, Inc. Inc.
Synchrony Communications, Inc. (a
 division of divine, inc.)
Talisma Corp.
TARGUS Information Corp.

TechExcel Inc.
ThoughtWare Technologies, Inc.

Ulysses Learning
Vertical Solutions, Inc.
VocalScape Communications, Inc.
Witness Systems



01 Communique Laboratory I'm In Touch
Acapel KISARA for Siebel eBusiness
Alcatel Alcatel OmniTouch


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
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
Multiactive Software, Inc. Maximizer Enterprise 6.0
NativeMinds NeuroServer 3.0
NEC America, Inc. BlueFire IP Router/Switch


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 Inc. Resolution Suite Version 5
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
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


01 Communique Laboratory Remote access product
Acapel Web-telephony integration
Alcatel Contact center suite

ALORICA, Inc. Information management and
 process automation tool
AltiGen Communications Multimedia IP call center
AMCAT Web/call center integration
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
CosmoCom Multimedia customer
 interaction platform
deuxo Automated lead optimization
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
K2 Digital, Inc. eCRM application
Kanisa Online self-service solution
Kovair, Inc. Strategic account relationship
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
NICE Systems Customer experience management
 recording solution
noHold, Inc. Web-based self-service solution
Peregrine Systems, Inc. Enterprise service management
Performix Technologies Agent performance management
Phonetic Systems Voice-enabled auto-attendant
Plantronics Family of headset products
Previo Inc. Web-based support services product
Recipio Web-based customer feedback
Respond Customer feedback capture solution
RightNow Technologies Self-service application
Sideware eCRM suite

Siebel Systems, Inc. Employee performance management
Simul8 Call center simulation/analytics
Sun Microsystems, Inc. Server software Inc. Support automation software
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
WorldCom Web-based customer contact solution
Yube Web-based CRM suite
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Copyright 2002, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.

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Publication:Customer Interaction Solutions
Date:Jan 1, 2002
Previous Article:What today's help desk/contact center outsourcers can (and should) offer. (Outsourcing).
Next Article:We'll manage. ([TM] Staff).

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