Users Choice Awards

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2000 Users Choice Awards Recipients - Award Categories

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 14 Gold Award winners and 4 Best in Class winners. Here they are.

Gold Award Winners

	Call Center Communications / CTI: Spectrum by Rockwell Electronic Commerce The Spectrum Integrated Call Center System is built on a distributed processing architecture for easy enterprise integration and is designed to increase agent efficiency. Spectrum works for virtually any size call center, up to 2,400 positions and can handle call volumes up to 25 calls per second (90,000 calls per hour).
	Call Monitoring Solutions: eQuality by Witness Systems Inc. eQuality is Witness Systems' multimedia customer interaction recording and analysis software designed specifically to enhance organizations’ e-Commerce and Internet initiatives; impact service delivery through quality standards; and inspect, as well as refine, business process for performance optimization. eQuality enables contact centers to record, evaluate and analyze telephone, Web chat and e-mail communications with customers to evaluate process and training program effectiveness, as well as ensure agents deliver consistent quality sales/service across all mediums.
	Contact Management Solutions: Enterprise by TeleMagic TeleMagic Enterprise is a well-known leader in the growing category of customer relationship management and contact management software This web-enabled comprehensive sales automation system is designed for enterprise-wide use in the small to mid-size business application. With features such as built-in paging, computer telephony interfaces, data synchronization and other leading edge features, TeleMagic Enterprise is viewed as a pacesetter in sales and workforce automation.
	Customer Interaction Management Solutions - Enterprise: Siebel Call Center by Siebel Siebel Call Center enables agents to manage all customer interactions over multiple channels such as phone, Web, and email. Siebel provides complete service and telesales functionality including, service requests, opportunity & activity tracking; multiple method problem resolution; out-of-the-box CTI; managing service level agreements; and customer satisfaction tracking. Siebel can automatically assign agents with the right skills to the right customer, based on language, account, availability, or other criteria.
	Customer Satisfaction Measurement: Real-time Customer Feedback System by Customersat.com CustomerSat.com Real-time Customer Feedback empowers you to take the right actions fast to build and maintain customer satisfaction and loyalty. View and analyze survey results online – charts, tables, rating scores, and verbatim suggestions – to address opportunities and concerns in real-time. Integrating with CRM systems and web sites give you feedback as soon as customers are served.
	Field Service Solutions: TelAlert by TelAmon TelAlert is an automated solution for sending messages, both urgent and routine, from backoffice systems to mobile workforces. TelAlert supports wireless two-way access via IVR and applets for Palm, RIM, PageWriter, and other handhelds. Users can close tickets, request assignments, diagnose problems, and take corrective action using familiar, intuitive menus.
	Help Desk/Service Desk - MidMarket: Heat by FrontRange Solutions FrontRange Solutions HEAT is the total help desk solution offering enterprise-level call support and service at mid-range prices. Features include automatic escalation of issues, automatic ticket generation, and proactive service-level management. The Manager's Console and Answer Wizard provide critical support to help desk managers. HEAT is Simply Powerful.
	Hosted Applications (ASP): iCommunicate by iCommunicate iCommunicate™ is a multi-channel online customer support application delivered as a service in an Application Service Provider (ASP) environment only. Subscribers to iCommunicate™ utilize an Internet browser to deliver customer support --with their existing support staff-- to buyers (or customers) of their products or services via the Internet. This is accomplished by placing the iCommunicate™ Universal Resource Locator (URL) on a subscriber's website. Thus, iCommunicate™ becomes the "help" button of existing Web sites.
	Integration/Implementation Services: FrontOffice 2000 by FrontRange Solutions FrontRange Solutions FrontOffice 2000 combines FrontRange Sales and Marketing™ and FrontRange® Service and Support™, and FrontRange Management Intelligence™ to deliver the only easy to use and affordable customer relationship management solution for small to medium-sized businesses. FrontOffice integrates account management, sales force automation, and marketing automation with call center software enabling service and support desks to deliver a single, centralized solution for all of an organization’s customer-facing operations.
	Outsourcing Services: WebSkin Support Delivery System by Service911.com Webskin™ support delivery system provides a turn-key outsourced computer support solution. The hosted comprehensive suite of services is transparantly delivered on the Web in the look and feel of the customer's Web site. Service ranges from self-help tutorials and videos to email and live chat with a certified technician.
	Sales Automation: Front Office 2000 by Onyx Onyx Front Office 2000 is a leading enterprise-wide, customer-centric e-business solution. Its three audience-specific product lines, the customer, partner and employee portals, delivered via the Onyx e-business Engine, enable companies to establish a sustainable competitive advantage through superior marketing, sales and service.
	Sales Tools: ProposalMaster by Sant ProposalMaster is a unique product that improves both the efficiency and effectiveness of individual sales people and entire sales organizations. It’s a powerful tool that provides sales people with the ability to communicate value-added messages and deliver compelling proposals in a matter of minutes. And it integrates with popular CRM systems out-of-the-box!
	Self Service Solutions: AskIt! by AskIt.com AskIt! is the easiest to use, quickest to implement, most cost-effective solution for web-based customer service. When your online customers have a question, AskIt! unlocks your website to provide instant answers. AskIt! is an outsourced solution: you can be up and running in less than 24 hours with absolutely no upfront costs. Plus, basic monthly service is FREE!
	Web Callback/Assisted Service: Expertcity.com by Expertcity.com Expertcity.com provides real time, online expert help and assistance for any computer related question. Using DesktopStreaming™, a chat window, or a telephone connection, our live experts provide instant help by sharing the customer’s screen, mouse and keyboard. Our experts can solve your problem, and show you how they did it.

Best in Class Award Winners

	Customer Interaction Management Solutions - MidMarket: Customer First by System Art Customer First™ is a database driven CRM product that encompasses a range of modules to enable an organisation to tailor the solution to meet their specific requirements. Customer First™ integrates the functions of a business from contact and actions management through to proposal, preparation and tracking, project management, loyalty programs and measurement of key performance indicators (KPI’s).
	Hosted Applications (ASP): Electronic CRM Appln by Synchrony Synchrony Communications is the only electronic customer relationship management technology provider in the market that can truly integrate all channels of customer interaction - phone, fax, e-mail and Web-chat. An application service provider, Synchrony delivers its solution on a subscription basis via the Internet - dramatically reducing implementation cost and time.
	Hosted Applications (ASP): eSupport by Control-F1 Control-F1 is an ASP 'assisted eSupport' solution, designed to create an eSupport Portal. The solution is built for small to medium sized mission critical software vendors, technology value added resellers and outsourced support providers. It gives clients the power to get help by clicking on a web link. An extensive set of Internet based communication, diagnostic, system management and collaborative tools enables technicians to provide technical support through a web browser.
	Unified Messaging: CallXpress by AVT AVT CallXpress offers unified messaging applications through integration with Microsoft Exchange and Lotus Notes. Through these popular email programs you can receive and manage all of your messages-voice, fax, and email-from one screen on your computer. In addition, when you are out of the office, you can also check all three message types with a single phone call.