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The 2010 CRM Service Awards: Introduction
For the rest of the March 2010 issue of CRM magazine please click here
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Is “choice” a cornerstone of service? As customers, we don’t always have the luxury of selecting those who provide us services. We buy a product and are beholden to call a given service line or email a given address or fill out a given online form, as instructed. Even if our concerns are handled, the experience often fails to measure up to our expectations. 

There’s got to be a better way, and the companies named in this year’s Service Awards are among those trying to uncover it. On the pages that follow, you’ll discover the vendors rated highest in each of eight Service Leader categories, the up-and-comers anointed as Rising Stars, and, most important, the CRM implementations deemed worthy of inclusion among this year’s Service Elite. These companies—vendors, providers, users—are firm believers in the importance of service, and, what’s more, they’re practitioners of that belief. 

These awards are designed to remind us that technology plays a critical role in the customer experience. Even in those rare moments when we do have choice, we’d better also have the benefit of information, lest we squander it. That probably makes information one of the cornerstones of service, as well. —The Editors of CRM magazine

The 2010 Service Leader Awards

  • Contact Center Infrastructure
    Winner: Genesys Telecommunications Laboratories

    Leaders: Avaya; Cisco Systems; Interactive Intelligence
    Ones to Watch: LiveOps; Siemens Enterprise Communications
  • Interactive Voice Response
    Winner: Genesys Telecommunications Laboratories

    Leaders: Avaya; Intervoice (a unit of Convergys); Voxeo
    One to Watch: Cisco Systems
  • Web Self-Service 
    Winner: RightNow Technologies

    Leaders: Consona; InQuira; nGenera 
    One to Watch: Parature
  • Web Interaction Management 
    Winner: RightNow Technologies

    Leaders: LivePerson; nGenera; Parature
    Ones to Watch: Helpstream; Kana Software
  • Contact Center Search 
    Winner: RightNow Technologies

    Leaders: Autonomy etalk; Coveo Solutions; InQuira
    Ones to Watch: Consona; Google
  • Workforce Optimization Suite 
    Winner: Verint Systems

    Leaders: Aspect Software; Envision Telephony; Nice Systems
    One to Watch: Genesys Telecommunications Laboratories
  • Outsourcing 
    Winner: Convergys

    Leaders: HP Enterprise Services; Sykes; Teleperformance
    Ones to Watch: Sitel; West

The magazine also named six Service Rising Stars for the year -- the most ever:

  • CallCopy, an emerging midmarket player among contact center vendors providing workforce optimization suites;
  • Clickability, a provider of Web content management via software-as-a-service;
  • ClickFox, a specialist in customer experience analytics;
  • Communispace, which provides private online communities and participant analysis;
  • LiveOps, a provider of outsourcing and workforce management solutions for work-at-home contact center agents; and
  • Nexidia, one of the few companies making speech analytics relevant to the contact center.

Last, but certainly not least, the magazine named five customer implementations as winners of its CRM Service Elite Award -- again, a record number:

  • online retailer Drugstore.com, which took a dose of RightNow Technologies to get better at making its customers look good;
  • network-solutions provider Enterasys Networks, which turned to Salesforce.com to create relationships as well as efficiencies;
  • Infusionsoft, a provider of email marketing software for small businesses, which used an online environment designed by Helpstream to enable customers to provide their own community-based support;
  • insurance giant New York Life, which used a Verint Systems deployment to give its contact center agents something to stick around for; and
  • Southwest Airlines, which, thanks to Virtual Hold Technology, now offers passengers the choice to hang on or hang up.

The 2010 CRM Service Awards will be presented at the CRM Evolution 2010 Conference (http://www.CRMevolution2010.com) at the Marriott Marquis in New York later this year. An expanded version of the results have been published in the March 2010 issue of CRM magazine-available in print and in digital NXTBook format (http://www.nxtbook.com/nxtbooks/crmmedia/crm0310/index.php). The awards package was unveiled online on March 1, 2010, at http://www.destinationCRM.com.

About CRM magazine

CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, customer service, and strategy. The magazine also administers and hosts the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives, and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit us on the Web athttp://www.destinationCRM.com; at our blog, http://www.destinationCRMblog.com; or on Twitter at @CRM (http://twitter.com/CRM) and @destinationCRM (http://twitter.com/destinationCRM). The destinationCRM Web site (which is updated daily) and the monthly magazine are properties of CRM Media, a division of Information Today, Inc.

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To contact the editors, please email editor@destinationCRM.com
Every month, CRM magazine covers the customer relationship management industry and beyond. To subscribe, please visit http://www.destinationCRM.com/subscribe/.
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