Users Choice Awards

Sponsored by:

2002 Users Choice Awards Recipients - ICCM

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. In 2002, the Users Choice Awards are being presented across two different venues. The first half were presented on Wed, July 31 at the ICCM show in Chicago, IL. The remaining awards will be presented at the end of August at DCI's Customer Relationship Management Conference & Exposition in New York, NY. At the ICCM show 5 Gold Award winners and 5 Best in Class winners were named. Here they are.

Gold Award Winners

	Assisted/Self Service: DesktopStreaming by Expertcity DesktopStreaming is a Web-based remote-assistance customer support solution that downloads in seconds from the Web and enables full remote desktop sharing with mutual mouse and keyboard control, chat, whiteboard and file transfer. A complete back-end online Management Center allows for quick and easy access to administrative and reporting functions.
	Multi-Channel E-Service: SupportWizard by SupportWizard A Web-Based Customer Support and Issue-Tracking software product, SupportWizard provides everything you need to run an efficient Web based helpdesk. Easy to install, customize and manage, it lets your customers keep in touch 24 hours a day, 7 days a week. SupportWizard streamlines your business by integrating web-based, e-mail, fax, and telephone communications into a single, superior system..
	Contact Center Management: PowerCenter by Astute Solutions Astute's PowerCenterTM is a state-of-the-art eCRM solution designed to help consumer focused organizations effectively service their customers across multiple channels of communication. This contact center solution has 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.
	Contact Management Tools: Distributed Workforce Concept by Virtual-Agent Services Virtual-Agent Services has pioneered and perfected the distributed workforce concept to provide a series of fully functional transaction centers (PODs). The company's PODs are located in municipalities with high quality workforces and combined under a common telephone system to form one large virtual operation.
	Quality Management: eQuality by Witness Systems Multi-media customer interaction recording, performance analysis and e-learning management software that enables companies to optimize their customer relationships. As an integrated, closed-loop performance optimization solution, eQuality enables companies to record, evaluate, analyze and learn from customer contacts to generate additional revenue, develop staff, and achieve greater customer retention and loyalty.

Best in Class Award Winners

	Self Service Solutions: RightNow Web eService Center by RightNow Technologies RightNow Web eService Center features a comprehensive set of eService solutions including Web-based self-service, email response management, live chat and collaboration, and service analytics. These solutions feature integrated product architecture, highly intuitive interfaces, and centralized workflow management – all based on a proprietary customer-driven, self-learning knowledge base.
	Customer Satisfaction Measurement: eCEM by Customersat.com CustomerSat's eCEM solutions allow companies to automatically gather customer feedback, analyze the data, and distribute meaningful results to all levels of the enterprise. With real-time feedback analytics, organizations can make informed decisions that meet customer needs, driving satisfaction, retention and ROI.
	Customer Satisfaction Measurement: Customer Satisfaction Solution by Satmetrix Systems Satmetrix Systems software and services are the standard for how to measure, analyze and improve customer satisfaction over time. It embeds market research techniques, implementation best practices, and competitive benchmark information in its software to provide companies with accurate and timely insight into the expectations and perceptions of customers, partners and employees.
	Implementation Services: CRM Consulting Services by Akibia Consulting Akibia Consulting offers planning, integration, and management services designed to ensure successful CRM outcomes and immediate business value. With a 100% focus on CRM and over 275 completed projects, Akibia’s clients represent the financial services, manufacturing, healthcare, and technology industries.
	Unified Messaging: CommuniKate™ Virtual Assistant by Webley Systems CommuniKate simplifies communications by offering a single phone number for handling inbound calls, voice mail, e-mail, and faxes. Users can update contact lists, manage conference calls, schedule reminders, and set personal preferences using either their phone single number access or personal web page. One number enables anyone to quickly reach you anywhere, anytime.