The 2008 CRM Service Leaders: Introduction

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The customer care market continued to see rapid transformation over the past 12 months, as the industry looked for innovations that would provide not only better solutions to clients, but better service to clients' customers. Expectations among those customers are higher than ever, and their demands for quality service have reached a deafening roar. That shift has prompted us to redefine the categories we use to rate the vendors in the customer care marketplace into seven areas: contact center infrastructure, contact center search, interactive voice response, outsourcing, Web interaction management, Web self-service, and workforce optimization suites.

One thing, however, hasn't changed: Our Service Leaders are not only keeping ahead of the rapid changes in the market, they're among the innovators that are instigating those changes. The results on the following pages are based on a blend of weighted criteria comprising analyst ratings (of each company's reputations for customer satisfaction, depth of functionality/services, and company direction), corporate advances, and financial strength throughout the past year evidenced by revenue and revenue growth. --The Editors of CRM magazine

Seven categories -- including several new ones introduced this year -- with 31 winners, leaders, and ones to watch. Join us in honoring those that made the cut.

[Please Note: To see the 2008 Service Awards Issue's full table of contents, please click here.]

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