Presented at:
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| 1999 Users Choice
Award Recipients - Categories |
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We issued two classes of awards, Gold
and Best in Class. Gold Awards were issued for products or services
that scored tops in its category had widespread voting and had at
least three competitor products receive broad support. These
criteria ensure that Gold Award winners stand alone atop a
competitive field. Best in Class Awards were issued for products or
services that did not achieve Gold recognition but were otherwise
recognized as excellent by their users. This occurred generally
because a category lacked sufficient competition to be considered
for a Gold Award or when scores for a product were excellent but not
tops in a category. After all of the votes were tabulated, we were
left with 12 Gold Award winners and 6 Best in Class winners. Here
they are.
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| Gold Award Winners
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Self Help Software: Web
Advisor by ServiceSoft
Formed in February 1999 by the merger of ServiceSoft
Corporation and Balisoft Technologies, Servicesoft
Technologies is a provider of Internet Customer Service.
ServiceSoft and Balisoft merged their products to deliver a
Internet Customer Service solution, consisting of self-help,
e-mail response, and live interaction, all founded on a shared
knowledge base. Servicesoft strives to leverage the Internet
to deliver a shift in customer service - any time, anywhere,
in any way all with consistency and efficiency.
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Call Center Communications /
CTI: DSP1000/2000 ACD by BCS Technologies
BCS Technologies manufactures the DSP 1000/2000 ACD Series and
specializes in providing call center solutions for call
centers of all types and sizes. The DSP Series open
architecture design is for developing CTI applications, such
as BCS’ "PC Phone Control" which uses an ActiveX
component to relay call state information. The DSP ACD Series
also has, routing capabilities, real time display and
historical report information, PBX functionality, IVR, and a
suite of web enabled products.
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Customer Satisfaction
Measurement: SupportCast by CustomerCast
CustomerCast SupportCast is an automated, Web-based customer
feedback system that measures customer satisfaction with a
company’s support processes. SupportCast works with a
company’s customer service software to integrate key
customer history information with customer satisfaction
feedback. This provides management with actionable data to
better manage a company’s support organization and to
improve revenues.
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Customer Service and Support:
Clientele for Customer Support by Epicor
Clientele® by Epicor is an affordable Microsoft Windows
NT-based application for mid-sized companies that provides
integrated sales, marketing and customer support
functionality. It supports remote users, provides automation
of repetitive tasks, and offers Internet access. Clientele
enables users to be knowledgeable, responsive and proactive in
communicating with your customers.
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Call Monitoring / Recording:
AutoQuality by Teknekron Infoswitch
AutoQuality is a call-monitoring software program in the
call-center industry. AutoQuality ensures quality assurance
and is widely used by Fortune 500 companies, such as Ford
Motor Co., GTE and IBM. AutoQuality automatically schedules,
records and stores voice files in a compressed digital format.
Its optional components include desktop screen capture,
recording on-demand and continuous logging, providing whatever
record you need of call activity.
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E-mail Management Software:
Message Center by Mustang
Mustang Message Center is an enterprise level eService
solution that provides organizations with e-mail
communications management tools. Mustang Message Center's
technology has been tested and implemented by more than 290
companies worldwide. Mustang Message Center improves customer
relationships by handling high volume inbound and outbound
e-mail.
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Field Service:
ServiceAlliance by Astea
ServiceAlliance from ASTEA, manages your entire customer
service operation– from dispatch, helpdesk, sales quotes to
inventory, logistics and contract management. Customers and
field service technicians can access your service software
remotely via the Web.
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Help Desk Software: HEAT
5.0 by GoldMine Software
HEAT is a customizable, automatic call logging and tracking
system that meets the internal help desk needs of the small to
medium-sized business. Features include automatic escalation
of issues, automatic ticket generation, and proactive
service-level management. The Manager's Console feature
graphically shows overall operational status at a glance. The
Answer Wizard feature provides over 240 pre-defined,
customizable reports.
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Knowledge Management Software:
Primus by Primus Knowledge
Primus Knowledge is a provider of eService software for
eBusiness. The company's products enable organizations to
create, capture, reuse, and share knowledge to enhance their
customers' experience and increase the effectiveness of their
businesses. Primus Knowledge eService software extends the CRM
paradigm to the world of eBusiness and enables the traditional
support center to expand its services offerings via the
Internet.
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Online Customer Service:
Live Help Service by Net Effect
Net Effect delivers scalable, Web-based live help services to
the e-commerce market. Net Effect's solution enables real-time
text-based conversations between e-businesses and their
customers, providing a new opportunity to convert e-shoppers
into e-buyers. The "net effect" is improved customer
loyalty and profitability.
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Outsourcing / Staffing:
NoWonder! Tech Support by NoWonder
NoWonder was created to address the growing and evolving
support challenges of the Web, e-commerce and the new
e-customer economy. The company's mission is to create the
world's largest open market for technical support and
associated services. NoWonder's vision is to revolutionize the
economic dynamics of support for computing users worldwide.
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Sales Automation Software:
Pivotal Relationship 99 by Pivotal
The Pivotal eRelationship solution is an all-Web product
family consisting of three primary Internet application
suites: Pivotal eRelationship IntraHub, Pivotal eRelationship
PartnerHub and Pivotal eRelationship CustomerHub. The Pivotal
eRelationship solution combines the capabilities of Pivotal's
flagship customer relationship management brands, Pivotal
Relationship 99 and Pivotal eRelationship, with a
context-sensitive portal interface, the Pivotal eRelationship
SmartPortal, and a commerce server, the Pivotal eRelationship
CommerceServer.
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| Best in Class Award Winners
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CRM Information Analysis:
Broadbase EPM by Broadbase Software
Broadbase develops software that integrates and analyzes
customer information from Internet and traditional business
channels, enabling businesses to improve their customer
acquisition, retention and profitability.
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Call Center Communications /
CTI: Interactive Voice Response by PriceInteractive
PriceInteractive's sole focus is IVR (Interactive Voice
Response) services. In addition to supplying IVR solutions,
they act as consultants, program managers In 1996, they built
a new generation of IVR solutions on an Intel-based open
architecture making it easier to integrate new capabilities as
they're ready.
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Customer Satisfaction
Measurement: Continuous Customer Intelligence Solutions by
Decisive Technology
Decisive® Technology helps organizations understand what your
customers, employees and partners value, how satisfied they
are with products and services and shows you what steps you
can take to generate continuous business process improvements.
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Customer Satisfaction
Measurement: CustomerSat.com
CustomerSat.com is a provider of online services for measuring
and building customer satisfaction and loyalty.
CustomerSat.com automates gathering feedback via the Internet
from help desk, call center, and e-commerce customers within
minutes after service, support, and sales transactions take
place. Reports generated in real-time enable managers to take
immediate, responsive action to enhance satisfaction and
loyalty.
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E-mail Management Software:
Internet Message Centerby by Kana Communications
Kana Communications is a provider of online customer
communications solutions for electronic direct marketing,
e-commerce and online customer service. Kana develops, markets
and supports a suite of e-business infrastructure solutions
that allow companies to manage high volumes of inbound and
outbound e-mail and Web-based communications, while
facilitating the delivery of targeted and personalized
information to each customer. The company has more than 130
customers, including ten of the top twenty most visited sites
on the Internet.
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Unified Messaging:
Enterprise Interaction Center by Interactive Intelligence
With over 300 installed customer sites to date, Interactive
Intelligence is a developer of enterprise software that allows
Enterprises, Call Centers, and Service Providers to automate
their business communications. The company’s flagship
product, Enterprise Interaction Center® (EIC), is an “all-in-one”
Windows NT-based communications server that replaces
proprietary communication devices such as PBXs, ACDs, IVRs,
voice mail systems, fax servers, Web gateways, and CTI
middleware systems. |
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