CRM - April 2009 - (Page 25) the 2009 SERVICE awards COMPANY CATEGORY Enterprise Feedback Management Contact Center Infrastructure Workforce Optimization Suite Contact Center Search Contact Center Infrastructure Interactive Voice Response Interactive Voice Response Contact Center Search Web Self-Service Web Interaction Management Contact Center Infrastructure Interactive Voice Response Contact Center Search Web Interaction Management Web Self-Service Enterprise Feedback Management Workforce Optimization Suite Enterprise Feedback Management Web Interaction Management Web Self-Service Workforce Optimization Suite REPUTATION FOR CUSTOMER SATISFACTION 1 2 3 4 5 REPUTATION FOR DEPTH OF FUNCTIONALITY 1 2 3 4 5 REPUTATION FOR COMPANY DIRECTION 1 2 3 4 5 Allegiance Aspect Software Aspect Software Autonomy (etalk) Avaya Avaya Cisco Systems Consona (Knova) Consona (Knova) eGain Communications Genesys Telecommunications Labs Genesys Telecommunications Labs InQuira Kana Software Kana Software MarketTools (CustomerSat) Nice Systems RightNow Technologies RightNow Technologies RightNow Technologies Verint Systems COMPANY CATEGORY Outsourcing Outsourcing Outsourcing REPUTATION FOR CUSTOMER SATISFACTION 1 2 3 4 5 REPUTATION FOR DEPTH OF SERVICES 1 2 3 4 5 REPUTATION FOR COMPANY DIRECTION 1 2 3 4 5 EDS (Hewlett-Packard) Sitel Teleperformance CATEGORIES AND CRITERIA CRM magazine’s sixth annual Service Awards names one winner and two leaders (listed alphabetically) in each of eight categories, using a proprietary selection formula. The rating is based on a composite of CRM revenues, year-over-year revenue growth, corporate advances, and analyst ratings for satisfaction, depth of functionality, and company direction. (Those ratings are based on a five-point scale, with 5 being the highest.) In each category, we also cite one or two “ones to watch”—companies that are worth keeping an eye on for their potential to appear on that leaderboard in the future. The chart above collects winners and leaders across all eight categories, arranged alphabetically to reflect companies cited more than once. The category winners are the eight bold names highlighted within blue bars. www.destinationCRM.com CUSTOMER RELATIONSHIP MANAGEMENT | APRIL 2009 25 SERVICE LEADERS http://www.destinationCRM.com
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