The 2016 CRM Service Leaders

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There have been a lot of developments over the past 12 months in the customer service and support industry—advances in mobile, cloud, and analytics technologies, as well as some deep neural network and cognitive computing capabilities. Fortunately, our 2016 CRM Service Leader Awards have captured nearly all of them.

As in years past, these awards recognize the seasoned and emerging customer service and support vendors and outsourcers for their industry contributions. In fact, this year’s Service Leaders welcome five new vendors. Additionally, out of the eight Service Leader categories, we crown five new category winners. Clearly, it has been a busy year.

To learn more about the latest industry trends and developments and the vendors that are driving them, read our 2016 CRM Service Leader Awards coverage on the ensuing pages.

View the 2016 CRM Service Leaders in each category listed below:

Customer Case Management

Contact Center Infrastructure

Interactive Voice Response

Web Support

Workforce Optimization

Contact Center Search

Enterprise Feedback Management

Contact Center Outsourcing

THE EDITORS OF CRM MAGAZINE would like to extend their appreciation and thanks to those who spent time and effort evaluating the candidates for this year’s CRM Service Awards. This issue, and the awards themselves, would not be possible without the generous contributions of the following judges: Leslie Ament, senior vice president and principal analyst at Hypatia Research; Aphrodite Brinsmead, principal analyst on the Customer Interaction team at Ovum; Dick Bucci, chief analyst at Pelorus Associates; Donna Fluss, founder and president of DMG Consulting; Ian Jacobs, senior analyst, Forrester Research; Esteban Kolsky, principal and founder of ThinkJar; Mitch Kramer, senior vice president and analyst, Patricia Seybold Group; Kate Leggett, vice president and principal analyst at Forrester Research; Brian Manusama, research director at Gartner; Sheila McGee-Smith, founder and president of McGee-Smith Analytics; Natalie Petouhoff, vice president and principal analyst at Constellation Research; John Ragsdale, vice president of technology research at the Technology Services Industry Association (TSIA); Paul Stockford, president and chief analyst at Saddletree Research; Ray Wang, founder and principal analyst at Constellation Research; Rebecca Wettemann, vice president at Nucleus Research.

CATEGORIES AND CRITERIA CRM magazine’s 13th annual Service Leader Awards names one winner and four leaders (listed alphabetically) in each of eight categories, using a proprietary selection formula. The overall award rating is based on a composite score of company revenue and analyst ratings for deployment costs, customer satisfaction, depth of functionality (or services, in the case of outsourcing), and company direction. (These ratings are based on a five-point scale, with 5 being the highest.) In addition, each category cites one “one to watch”—companies deemed worth tracking for their potential to appear on that leaderboard in the future.

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