Each year, Customer Inter@ction Solutions[R] magazine bestows its Product of the Year awards on companies that have demonstrated excellence in technological advancement and application refinements. Listed here are products and services that we've judged to have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them. It is these companies' contributions that lead the way in making the contact center technology industry the dynamic field that it is today. The winning companies are broken down by general market category.
Congratulations to the winners.
Contact Center Suites
Amcat Contact Center Suite, Enterprise Edition
The Enterprise Edition, a new version of Amcat's scalable Contact Center Suite, was designed for enterprise and multisite contact centers. It was created to seamlessly integrate remote or distributed contact centers into a centrally managed, networked operation; reduce operating costs such as local support and local campaign management; and provide an enhanced level of resilience reducing single points of failure. The solution can sharpen management controls and reduce costs for enterprise operations, while improving business continuity so important with natural and man-made disasters.
eGain ServiceExpress is the small business edition of eGain OnDemand, eGain's hosted software suite for multichannel customer service (phone, e-mail, chat, Web self-service) and knowledge management. Small businesses, like larger enterprises, are under pressure to win and keep customers with superior service while controlling costs, but are saddled with limited IT budgets and resources. They need a hosted e-service solution that is affordable, effective and able to seamlessly support business growth. eGain ServiceExpress addresses this need with its "no-risk value guarantee," a 14-day free trial; 24-hour deployment; setup help; modular design and embedded best practices.
M1 Global Solutions, Inc.
Business Convergence Platform
With this release of the Business Convergence Suite, organizations can rapidly incorporate voice services (such as VoIP, IVR and speech recognition) into business processes to create client-centered business solutions. With a large percentage of transactions initiating or concluding with voice, the extended capabilities of BCS 1.5 will afford users the ability to deliver a better customer experience, adapt quickly to changing business dynamics and improve profitability by simplifying how they model, deploy and modify multimedia business applications. Business Convergence Suite 1.5 continues the innovation of BCS 1.0, incorporating call flow capabilities into the business process. Users can build applications, such as Web and voice self-service, that use the full range of M1's Business Convergence Platform capabilities, including workflow, Web services orchestration and service level management
The Noble RepliServer solution offers 100 percent data redundancy for continued productivity and uptime in the event of a natural disaster or a hardware failure. Noble Systems offers 100 percent data replication to enterprise organizations with the Noble RepliServer, allowing them to maintain production in the event of a hardware error, eliminating lost time resulting from hardware issues. The replication solution consists of a dual-application server configuration, including a "standby" server that is ready to take over operations in the event that the primary server becomes inoperable. Noble RepliServer also serves as a disaster recovery solution, allowing centers to deploy the redundant server to a remote site should the primary location become inaccessible.
The CallPilot Unified Messaging release 4.0, a component of Nortel's Applications Center, enables users to access messages from PDAs and other e-mail-enabled devices, empowering employees to work from any location. Additionally, advanced integration with Nortel Call Center Web Portal allows CallPilot 4.0 messages to be immediately delivered to the right agents, ensuring prompt responses to customer inquiries, allowing businesses the opportunity to achieve higher customer satisfaction.
Samsung Business Communication Systems
OfficeServ 7200 Converged Communications Platform
The OfficeServ 7200 marks the introduction of Samsung's converged platform for voice and data communications using wireline and wireless technologies, making it an efficient and flexible platform for business communications solutions. Capitalizing on Samsung's expertise and history in developing wireline, wireless, voice and digital convergence equipment, the OfficeServ 7200 allows end users to leverage new capabilities not previously available to them via Samsung products such as IP-based, in-office mobility and OfficeServ applications. OfficeServ 7200 handles voice calls and data using a flexible array of modules, including Local Area Network and Wide Area Network modules and a 10/100Base-T Ethernet interface. This provides an integrated wireless and wireline platform that offers full support for Samsung's VoIP, Wireless LAN and traditional phones and IP-based data and other business communications peripherals and allows for voice call quality of service control.
SER Solutions Inc.
SERTAINTY Version 3.0
SERTAINTY is an agent performance optimization solution that enables contact centers to obtain real-time analysis on agent and team performance. SERTAINTY eliminates tedious and time-consuming manual monitoring activities by using speech recognition technology to perform highly accurate, automated evaluations of all customer interactions. SERTAINTY scores each call against a set of KPIs and flags only calls that actually need to be reviewed by a supervisor. The latest SERTAINTY release offers the following enhancements: a new, browser-based business intelligence dashboard; expanded reporting and statistical analysis; and an easy-to-use KPI Definition Wizard.
[Editor's note: In the January 2006 issue, SER Solutions' winning product was incorrectly stated as CPS E2. We regret the error. TES]
Siemens Communications Inc.
HiPath ProCenter Standard V6.5
The Siemens HiPath ProCenter V6.5 portfolio was designed to enable enterprises to drive even greater first contact resolution of customer calls with faster call center administration, call processing and multimedia routing and reporting, including enhanced user and management visualization tools. Presence-driven and permission-based collaboration tools have also been extended to reach enterprisewide communication sources such as the telephone, e-mail and instant messaging. The upgraded HiPath ProCenter Agile solution, with support for as many as 150 active agents, is designed for small and mid-sized enterprise contact centers or informal call handling groups.
Transera Communications, Inc.
Delivered as a service, Seratel offers tools for the widespread shift to decentralized customer service operations. Transera's Seratel on-demand call management software was designed to allow multiple enterprises to collaborate in providing customer care across organizational, geographical and technological boundaries. Seratel leverages open industry standards such as SIP, Web Services and XML rather than proprietary mechanisms, eliminating complex integration requirements and significantly reducing maintenance overhead. By linking to multiple existing carrier networks based on off-the-shelf IP network elements, Seratel reduces call center cost of ownership and provides customers with freedom of choice.
Amae CI Suite
The Amae Customer Integration (CI) Suite is a modular enterprise application that delivers actionable results by engaging customers and intelligently collecting customer experience and perspectives regarding products, service and satisfaction across all channels of customer contact. The Amae CI Suite is an "appliance-like" solution that integrates all customer experiences via telephone, Web and e-mail customer contact channels. For the telephone, the Amae CI Suite uses a built-in IVR-style system that is administered by managers through a Web browser. The Amae CI Suite directly connects to existing telephony and creates no conflict or redundancy with existing IVR or contact center technology.
Aplicor CRM ATLAS
Aplicor ATLAS includes functional advancement to each of the core CRM components, including Sales Force Automation (SFA), Marketing Management and Customer Service. The 2005 Aplicor CRM ATLAS release provides a hosted solution to deliver a workflow engine with visual toolkit to empower user-created business workflow processes, a visual forms designer for complete end user customization of screens, data warehousing and OLAP (online analytical processing) for drag-and-drop information analysis, and synchronization with Lotus Notes, Outlook, Exchange, Blackberry, Pocket PC and Palm. The ATLAS release also includes the Aplicor Gateway Interface (AGI) Web services library which exposes the Aplicor Data Service (including XML schema, Web Service Definition Language (WSDL) document and complete data dictionary) and permits system administrators to create their own Web services integration in a graphical environment using industry-standard XML and Simple Object Application Protocol (SOAP) requests.
The ePowerCenter contact center solution was developed with globalization in mind, according to the company. The core functionality provides all onsite and remote agents a robust, multichannel contact management solution with instant access to a unified repository of...