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TMCNet: CRM Magazine Names Winners of 2010 CRM Service Awards

[March 05, 2010]

CRM Magazine Names Winners of 2010 CRM Service Awards

Mar 05, 2010 (Close-Up Media via COMTEX) -- CRM magazine, a publication in the customer relationship management industry, announced the winners of its 2010 CRM Service Awards, in conjunction with the magazine's March 2010 issue.

Recognizing how the economic climate helped drive service as a significant differentiator, CRM magazine's seventh annual CRM Service Awards honor the vendors, consultants, and end-user companies focused on customer experiences through the integration of people, processes, and technologies.

Maintaining the eight-category breadth of last year's awards, CRM expanded the scope of the 2010 edition to include more companies. In each category, the magazine has again named a single Service Winner, denoting the year's highest score relative to a peer group. Each category now also identifies three Service Leaders and at least one vendor deemed "One to Watch." Recipients were determined through a three-month process and proprietary rating formula that involves industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction. Winners included the following companies: -Contact Center Infrastructure - Winner: Genesys Telecommunications LaboratoriesLeaders: Avaya; Cisco Systems; Interactive IntelligenceOnes to Watch: LiveOps; Siemens Enterprise Communications -Interactive Voice Response - Winner: Genesys Telecommunications LaboratoriesLeaders: Avaya; Intervoice (a unit of Convergys); VoxeoOne to Watch: Cisco Systems -Web Self-Service - Winner: RightNow TechnologiesLeaders: Consona; InQuira; nGeneraOne to Watch: Parature -Web Interaction Management - Winner: RightNow TechnologiesLeaders: LivePerson; nGenera; ParatureOnes to Watch: Helpstream; Kana Software -Enterprise Feedback Management - Winner: AllegianceLeaders: Confirmit; RightNow Technologies; Verint SystemsOne to Watch: Vovici -Contact Center Search - Winner: RightNow TechnologiesLeaders: Autonomy etalk; Coveo Solutions; InQuiraOnes to Watch: Consona; Google -Workforce Optimization Suite - Winner: Verint SystemsLeaders: Aspect Software; Envision Telephony; Nice SystemsOne to Watch: Genesys Telecommunications Laboratories -Outsourcing - Winner: ConvergysLeaders: HP Enterprise Services; Sykes; TeleperformanceOnes to Watch: Sitel; West The magazine also named six Service Rising Stars for the year - the most ever: -CallCopy, a 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, a company making speech analytics relevant to the contact center.

"CRM magazine is pleased to see the steadfast devotion to service excellence demonstrated by the companies and individuals in the 2010 CRM Service Awards," said David Myron, the magazine's editorial director. "These award recipients are proving that organizations can streamline business processes, maximize profitability, and improve customer service interactions." The 2010 CRM Service Awards will be presented at the CRM Evolution 2010 Conference at the Marriott Marquis in New York later this year.

((Comments on this story may be sent to newsdesk@closeupmedia.com))

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