Leading Call Center Mag Names Best 2001 Products

Robyn Greenspan

Updated · Jan 22, 2002

Customer Inter@ction SolutionsTM magazine has chosen its 2001 Products of the Year, awarding the distinctions to companies that have demonstrated excellence in enhancing the customer experience. “The Product of the Year award, selected by the editors of Customer Inter@ction SolutionsTM and the engineers of TMC Labs, is given to those select products that deserve the attention of forward-thinking organizations looking for best-of-breed solutions,” said TMCTM president and group publisher Rich Tehrani.

“Businesses today are looking to find effective solutions that can help them move ahead by providing tools that enhance operating efficiencies while improving quality, as well as assist them in the quest to retain current customers and gain new ones,” said Tehrani. “Customer Inter@ction SolutionsTM magazine initiated the Product of the Year award program to help our readers sort through the vast proliferation of new products in the marketplace.”

The list of 80 products comprises best-in-class companies and applications such as: Blue Pumpkin Director-Enterprise 3.0; Chordiant’s Dialog Interaction Server; divine’s eshare NetAgent Suite; eGain eService Enterprise; Firepond’s eService Performer Contact Center/Answer 6.0; the NativeMinds NeuroServer 3.0; noHold, Inc. Instant Support 2.0; Recipio’s Brand Connection; RightNow Technologies’ Locator; Siebel Systems, Inc.’s Employee Relationship Management; Support.com’s Resolution Suite Version 5; and WorldCom Web Center.

Communications SolutionsTM magazine, also published by TMCTM, released its 2001 Products of the Year and included CRM applications from Aspect Communications, Cisco Systems, KANA, NewChannel Inc., Oracle, SAP, and Telution, Inc., among others. “The 2001 product of the year award winners represent, in our judgment, the most interesting and innovative products of 2001,” said TMC president and group publisher Rich Tehrani. “The Product of the Year award is given to select products that are visionary and stand above other solutions in the industry.”

Some winners acknowledge their awards:

“Recognition for this award truly belongs to our loyal customers and the dedicated members of the Amcat team, who continually strive to develop and use innovative and flexible technology,” said Richard Costello, president of Amcat.

“This award is evidence that Apropos is dedicated to providing an award-winning solution for multi-channel interaction management and we are excited to be continuously chosen as one of the best,” said Jody Wacker, senior vice president, marketing at Apropos Technology.

“We are thrilled to receive this award because it recognizes the value a mobile sales application has in enterprise CRM,” said Richard Owen, CEO of AvantGo, Inc.

“We are committed to helping our customers keep ahead of their growing need for improved customer interaction solutions with unique technology offerings that simplify and enhance the overall customer experience. Our multichannel approach enables customers to select their preferred method of interacting with companies whether that be by voice, browser, e-mail, chat, fax or wireless,” said Joseph G. Brown, president and CEO at Edify. “It is indeed an honor to receive recognition from respected industry publications whose opinions and insights reflect the needs, concerns and observations of businesses and customers from all over the world.”

“It is a mark of distinction to receive this award from one of the industry’s top call center publications,” said Jeff Pulver, executive vice president of marketing at E.piphany. “We pride ourselves on designing flexible CRM solutions that not only increase the effectiveness of the call center representative, but also enhance the customer’s overall experience with a company.”

“KANA iCARE enables businesses to effectively communicate information to their customers, resulting in intelligent interactions that help companies attract and retain profitable customers while reducing costs in contact centers and marketing departments,” said Bud Michael, executive vice president of products and marketing for KANA.

“We are honored to be named Product of the Year,” said Richard Morrison, president of Respond Inc. “This award truly serves to validate our vision — and the cross-industry need — for customer retention systems. Respond CenterPoint is the foundation our customers use every day to capture, analyze and apply real-time feedback throughout the organization to build and sustain the highest levels of customer satisfaction, loyalty and profitability.”

“Talisma is pleased to be recognized by a respected magazine like Inter@ction Solutions,” said Mike McClure, vice president of marketing at Talisma. “Our focus of integrating electronic communication channels across organizations and delivering on the need for short-term ROI are the same reasons Talisma is being selected by our customers over other options available on the market.”

“We are delighted to be honored by CIS Magazine,” says Vertical Solutions, Inc. president, Ron Wegmann. “This award recognizes VSI’s commitment and dedication to set a new standard for Web-based call center software development and customer support.”

Since 1972, TMCTM has produced industry trade magazines and events in high technology and telecommunications. TMC publishes four magazines, Communications SolutionsTM, CUSTOMER INTER@CTION SolutionsTM, INTERNET TELEPHONY®, and Communications ASPTM, and also tests new products in its own onsite laboratories, TMC LabsTM, providing factual and unbiased product reviews.

Robyn Greenspan
Robyn Greenspan

Robyn Greenspan, an independent researcher and speaker, is interested in innovation, market trends and information technology. She was a participant in the AI Summit and also took part in the IEEE International Conference on Edge Computing, International SOA Symposium series and the International Cloud Symposium series. She graduated from Temple University. She was previously the communications and research manager for the AMS, an internationally recognized professional association that advances knowledge in the IT and business management areas.

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