Users Choice Awards

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2001 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 10 Gold Award winners and 5 Best in Class winners. Here they are.

Gold Award Winners

	Call Center Communications: CosmoCall Universe by Cosmocom CosmoCom is the leading provider of new generation call center platforms. Its unified, all-IP product, CosmoCall Universe, is a carrier-class system for service providers and large corporate users. It supports multimedia customer interactions via all channels – telephone and internet, live and message-based, fixed and wireless – in one high capacity, high availability, multi-tenant platform.
	Call Monitoring Solutions: Click2Coach by Envision Telephony Click2Coach represents a new approach to contact center effectiveness that gives supervisors a complete set of tools to coach agents for success. Click2Coach provides training, quality monitoring and evaluation tools for supervisors and eLearning for agents — allowing contact centers to develop and retain top-notch agents who provide superior customer service.
	Customer Interaction Management Solutions - Enterprise: Siebel Call Center by Siebel Systems With Siebel Call Center, organizations can transform their call centers into next generation multichannel contact centers that enable agents to manage, synchronize, and coordinate service, support, and sales interactions across a broad range of communication channels including the telephone, Web, email, fax, text-based chat, and voice over IP. This application allows organizations to be competitive and successful while providing superior customer service, generating increased revenue, and creating an integrated information flow seamlessly across multichannel sales, marketing, and customer service operations.
	Customer Interaction Management Solutions - MidMarket: GoldMine FrontOffice 2000 FrontRange Solutions GoldMine FrontOffice 2000 delivers a single, complete view of organizations’ customers by integrating account management, sales and marketing automation, Management Intelligence and support desk tools. GoldMine enables small to medium-sized businesses to share real time information between teams and develop best practices. Combined, these components provide a total CRM solution.
	Field Service Solutions: TelAlert Urgent Messaging System (UMS) by Telamon TelAlert UMS is the automated urgent messaging solution for sending critical messages from back-office systems to mobile workers. Remote users are able to receive AND respond via mobile phones, PDAs, IVR and interactive pagers. TelAlert UMS meets communication challenges associated with enterprise management, customer service and help desk operations.
	Help Desk/Service Desk - MidMarket: HEAT by FrontRange Solutions FrontRange Solutions The HEAT division of FrontRange Solutions Inc., offers a comprehensive line of service and support software, including the award-winning Simply Powerful™ HEAT(r) help desk solution. HEAT is committed to providing its customers with products that are easy to implement, simple to use and highly customizable, as well as excellent, responsive service.
	Online Support Services: Online Technical Support by Tech24 Get real time, online technical support 24/7/365 via our technical chat or receive a 4-hour response resolution email from our professional/courteous techs! All techs are MS certified with additional industry certifications. Tough problem? Watch and learn as our techs fix the problem for you with our desktop collaboration tool! Tech24.com is complimenting helpdesks around the world.
	Contact Management Solutions: PowerCenter by Astute, Inc. Astute's PowerCenterTM is a state-of-the-art eCRM solution with a high degree of flexibility and functionality right out of the box--allowing for rapid tailoring to meet specific industry needs. PowerCenter provides a solution for integrating multiple channels of customer communications, ensuring efficient, consistent and service level appropriate handling of customer interactions.
	Sales Tools: ProposalMaster by Sant ProposalMaster creates complete proposals, letter proposals, and sales letters in a matter of minutes. It's a smart system that asks you a few questions about the opportunity and the prospect, then creates a client-centered, professional proposal in Microsoft Word—instantly.
	Self Service Solutions: RightNow Web by RightNow Technologies RightNow Web is RightNow's flagship Web customer service suite. The product is a complete Web customer service platform featuring email management, self-service, live chat, customer feedback surveys and integration support for legacy applications. The product enables companies to improve the online support experience while simultaneously reducing overall expenditures.

Best in Class Award Winners

	Assisted Service Solutions: eSupport by Control-F1 Control-F1 eSupport software V3 gives companies the power to provide their customers with the ability to access technical support by clicking on a web link. An extensive set of Internet based communication, diagnostic, system management and desktop sharing tools enable technicians to provide assisted technical support through a web browser. Control-F1 functions completely in the background, allowing the user to continue to be productive - using the Internet or continuing to work on any application. eSupport from Control-F1 helps to make the support experience a more satisfactory one, while reducing the length of a support call and the overall cost of supporting a helpdesk.
	Assisted Service Solutions: DesktopStreaming™ by Expertcity DesktopStreaming™ provides an integrated application service that allows companies to create a live-support solution on the Internet or via intranets and extranets, putting their support personnel in immediate, interactive communication with their users. DesktopStreaming™ is Web-based, and enables desktop sharing, mutual mouse and keyboard control, online telestration and chat.
	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.
	Customer Satisfaction Measurement: Satmetrix by Satmetrix Systems Satmetrix Systems is the leading provider of real-time customer experience management solutions that enables companies to increase business success through better and more profitable customer understanding and response. Powered by Satmetrix is a hosted technology platform that helps organizations anticipate customer needs and create experiences that build loyalty over time.
	Learning Solutions: Sherpa Learning by Rapid Performance Systems Sherpa Learning provides training and performance support for CRM applications. This hosted Web-based learning infrastructure delivers compelling, media-rich training over the Internet. It delivers interactive simulations, hands-on practice, content searching, bookmarks, and frame-by-frame user control, - all in a format that works over low bandwidth connections. Sherpa includes a comprehensive Learning Management System to track and report user progress.