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| About the Users Choice Awards Categories |
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| The Users Choice Awards are presented to products that compete in customer management categories. Throughout the year, different categories will be awarded per the schedule shown below. Winners of a particular category will be announced approximately two weeks after the voting closes for that category. Products may be enterred into more than one category. If you don't see a category that fits your product, please contact the program manager. All entries are subject to the review of the program manager. |
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Online Entry Form
Category schedule for 2004
Deadline for entry in each category is one month before voting closes for that category.
(Winners of a category will be announced approximately two weeks after the voting closes for that category.)
| Category |
Entry Deadline
/Voting Closes |
Description |
| Contact Center |
| Contact Center Management | Apr 15, 2004
May 15, 2004 | Contact Center Management applications manage the interface between the contact center agents and the incoming contacts from multiple communication points including telephone, email, fax, page, chat, wireless messaging, Voice over IP (VoIP), and Web collaboration. This application links with a customer information database to allow the agent to handle any or all of service, support and sales transactions. |
| Contact Center Performance Management | Apr 15, 2004
May 15, 2004 | Contact Center Performance Management application software provides a mechanism to record, evaluate, analyze, and learn from customer interactions with contact center agents for the purpose of improving operational and individual agent performance. Also referred to as Agent Performance, Quality Management and Customer Experience Management. |
| Contact Center Quality Monitoring | Jun 15, 2004
Jul 15, 2004 | Contact Center Quality Monitoring applications provide the capability to record interaction between a customer and a contact center agent. This can be random, selective or comprehensive recording of telephone calls and usually multiple additional interaction channels such as web chat. |
| Contact Center Routing | Apr 15, 2004
May 15, 2004 | Contact Center Routing applications handle multi-channel routing to the appropriate agent or self-service mechanism. Load balancing and measurement are often included in contact center routing solutions. |
| Workforce Management | Aug 15, 2004
Sep 15, 2004 | Workforce Management software manages the scheduling of contact center resources to optimize along the variables of availability and expertise for desired service levels. |
| Service and Support |
| Field Service | Jun 15, 2004
Jul 15, 2004 | Field Service applications support the lifecycle of interaction with customers for service of a product including scheduling of individuals, management of inventory, scheduling of depot repair activities and communication among and between customers, partners and employees. |
| Help Desk | Sep 15, 2004
Oct 15, 2004 | Help Desk application software is used to manage the role of internal support typically provided by an IT or IS department to the employees. Specific functions can include problem management, knowledgebase, self-service interface, problem tracking, asset management and change management. |
| Knowledge-Empowered Service | May 15, 2004
Jun 15, 2004 | Knowledge Empowered Service Solutions include capabilities for providing service and support to customers (and possibly employees and partners) including full, assisted and self-service mechanisms built with knowledge management at its core. Note: service and support solutions with ancillary knowledge management features should consider the Service/Support Solution category. |
| Satisfaction Measurement | Jul 15, 2004
Aug 15, 2004 | Satisfaction Measurement application software allows organizations to create and manage customer and employee satisfaction surveys ranging from large, annual surveys to real-time feedback administered as part of a customer or employee interaction. |
| Service/Support Solutions | Apr 15, 2004
May 15, 2004 | Service/Support Solutions include capabilities for providing service and support to customers (and possibly employees and partners) including full, assisted and self-service mechanisms. This functionality may be delivered via direct installation at a customer site and/or web-based functionality. Note: these solutions may or may not include some level of knowledge management. Service solutions built with knowledge management at its core should be included in the knowledge-empowered category. |
| Sales |
| Proposal Management | Apr 15, 2004
May 15, 2004 | Proposal Management application software assists in developing customer proposals for sales of complex products and/or services. Functionality may include proposal generation, RFP response, and customer-facing content delivery. |
| Sales Automation - Enterprise | Jun 15, 2004
Jul 15, 2004 | Sales Automation application software for Enterprises provides contact and opportunity management functions for the sales representatives and sales management. Additional functions can include sales collaboration, forecasting, reporting and strategy development tools. Enterprises are companies with typically more than 1000 employees and more than $200M in annual revenue. |
| Sales Automation - SMB | May 15, 2004
Jun 15, 2004 | Sales Automation application software for Small to Medium Businesses provides contact and opportunity management functions for the sales representatives and sales management. Additional functions can include sales collaboration, forecasting, reporting and strategy development tools These solutions are typically for companies of 1 to around 1000 employees and between $1 and $200M in annual revenue. |
| Sales Tools | May 15, 2004
Jun 15, 2004 | Sales Tools are software applications that facilitate a specific sales function such as territory management, sales compensation management, or eCommerce tools. |
| Marketing |
| Marketing Automation | Jul 15, 2004
Aug 15, 2004 | Marketing Automation software applications enable marketing professionals to develop, manage and measure marketing campaigns, events and activities. Specific functions include campaign management, campaign planning, event planning and management, customer analytics, and market modeling. |
| CRM |
| CRM Implementation Services | Aug 15, 2004
Sep 15, 2004 | CRM Implementation Service providers offer professional services for the implementation and customization of CRM software applications. |
| CRM Suite - Enterprise | Sep 15, 2004
Oct 15, 2004 | CRM Suites for Enterprise Businesses are suites of applications tightly integrated and often sold together to provide sales, marketing and support automation capabilities for large, multi-site companies with typically more than 1000 employees and more than $200M in annual revenue. |
| CRM Suite - SMB | Aug 15, 2004
Sep 15, 2004 | CRM Suites for Small to Medium Businesses are suites of applications tightly integrated and typically sold together to provide sales, marketing and support automation capabilities for companies of 1 to around 1000 employees and between $1 and $200M in annual revenue. |
| Hosted CRM Solutions | Sep 15, 2004
Oct 15, 2004 | Hosted CRM Solutions encompass CRM functionality (contact center, sales, marketing and/or service/support) delivered by an entity independent to the customer via computing resources owned and operated by the independent entity. |
| Outsourcing Services | Jul 15, 2004
Aug 15, 2004 | Outsourcing Services is represented by companies that provides CRM capabilities (contact center, sales, marketing and/or service/support) as a service to multiple independent companies. The Outsourcing Service provider provide personnel, technology and often facility management. |
| Speech Solutions for CRM | Apr 15, 2004
May 15, 2004 | Speech solutions for CRM assist in the automatic generation of speech for customer interaction functions and/or the interpretation of human speech as an input for other applications. |
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