Customer Inter@ction Solutions' 2002 Product of the Year Awards.

Position:Call Center/CRM Management Scope - Buyers Guide

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. These are products and services that have gone the extra mile to help improve both the customer experience and the ROI for the companies that use them.

In this time of shrinking budgets, every dollar spent on technology is precious, so it is viral that capital investment in technology and services be invested as wisely as possible in order to speed return on investment and improve the business processes and bottom line of the companies that purchase these technologies.

To this end, the editors of Customer Inter@ction Solutions[R] have compiled a list of the best of the best for our readers. These products span a range of product categories, but all represent the top of the heap in their chosen arenas. As always, we encourage you to do research to help you select those technologies and companies that best suit your company's business needs and, ultimately, your most important company asset of all -- your customers.

ACCPAC International, Inc.

Pleasanton, CA


ACCPAC eCRM is an integrated sales, marketing, customer support and call center automation solution. It is completely Internet- and WAP-enabled, helping provide users access anytime, anywhere via a Web browser.

Acxiom Corporation

Little Rock, AR


Personicx is a household-level segmentation system that places each U.S. household into one of 70 life stage segments, based on its specific consumer and demographic characteristics, allowing a greater precision of targeted marketing and true accuracy of segmentation.

Advanced Information Systems, Inc

Las Vegas, NV


iBizFlow is an open, XML-based business rule engine providing scalable, redundant business solutions. Using iBizFlow, businesses are better able to create a single set of business rules that are applied to processes regardless of processing media.

Applied Innovation Management

Las Vegas, NV


LIZ combines state-of-the-art computer-telephony integration hardware with powerful help desk software in one compact unit, bringing 24-hour voice automation capabilities to the call center.

Apropos Technology

Oakbrook Terrace, IL

Apropos Version 5

Apropos helps empower organizations by providing real-time knowledge about each customer interaction. Whether it's a phone call, email, Web or fax interaction, Apropos provides information about who initiates contact and why, plus the current status, resolution and pending tasks.

Aspect Communications

San Jose, CA

Aspect eWorkforce Management

Aspect eWorkforce Management (eWFM) v6.2 provides an enhanced mission-critical architecture and new functionality required for staffing today's cost-conscious contact centers.

Austin Logistics Inc.

Austin, TX


CallSelect software from Austin Logistics quantifies the impact of collection calls and other actions to help maximize dollars collected and agent productivity.

Authoria, Inc.

Waltham, MA

Authoria HR 3.5

Authoria HR 3.5 is the next generation of Authoria's flagship software that delivers intelligent, personalized Web-based answers to employee benefit and HR policy questions.


Basking Ridge, NJ

Avaya Interaction Center

Avaya Interaction Center 6.0 is the core product of Avaya's Multimedia Contact Center solution, allowing consistent service across multiple channels and multi-vendor environments.


San Francisco, CA

BizCast 5.0

BizCast 5 offers technology to streamline the entire invoice-to-pay process. BizCast 5 is an EIPP enterprise software solution for companies wanting to add invoice-to-pay automation to existing Internet-based e-commerce applications.

BEST Software's ACT!

Scottsdale, AZ

ACT! 6.0

ACT! is a contact management database product.

Blue Pumpkin

Sunnyvale, CA

Blue Pumpkin Workforce

Optimization Suite

Blue Pumpkin's Workforce Optimization Suite is a closed-loop system to accelerate employee and organizational performance. It was designed to perfect "the science behind the art of managing people."

Brooktrout Technology

Needham, MA


Brooktrout Technology's RealBLOCs DR-A is a call recording platform that emphasizes recording accuracy and clarity for building scaleable, open system, call logging and quality monitoring applications.

Call Compliance, Inc.

Glen Cove, NY

TeleBlock Do-Not-Call Blocking System

Call Compliance's patented TeleBlock system is the first and only blocking product that automatically screens and blocks outbound calls against state, in-house and third-party do-not-call and do-not-fax lists.

CenterForce Technologies, Inc.

Bethesda, MD

CenterForce Analyzer

CenterForce Analyzer measures agent, team and contact center performance against user-defined goals, providing immediate browser and e-mail based access to accurate, well-organized performance results.

Clear Technologies

Coppell, TX


C2 CRM helps mid-market companies increase organizational efficiency, strengthen customer loyalty, boost sales, improve business processes and increase marketing effectiveness, and is Web-based for maximum accessibility.

Concerto Software

Westford, MA

ContactPro 4.2

Concerto's ContactPro 4.2 leverages real-time knowledge about customer relationships in delivering a personalized, consistent experience across all communication channels -- voice, fax, e-mail and the Web.


Melville, NY

CosmoCall Universe

CosmoCall Universe (CCU), is a carrier-class system providing next-generation capabilities for mission-critical contact center applications. CCU supports multichannel customer interactions via telephone and Internet.

Data-Tel Info Solutions

Mesa, AZ

xSELLerator 6.0

Data-Tel's xSELLerator 6.0 is a contact center suite for inbound, outbound and Web-bound call blending.

Digisoft Computers, Inc.

New York, NY

Telescript 5.4

Telescript 5.4 is a modular and scalable call center management solution designed to integrate with telephone, database and other call center-related systems.

Discern Communications

Menlo Park, CA


Discern is a customer self-service application that interprets customers' Web-based or spoken queries and provides them direct answers from multiple information sources. Language-understanding capabilities automate question answering at the entry point of customer service.

divine, Inc.

Chicago, IL

divine MindAlign 2002

divine MindAlign is a secure, real-time collaboration tool that combines chat and instant messaging to provide a community-based communication medium.

eAssist Global Solutions, Inc.

San Diego, CA

eAssist Solution Suite 2.1

The eAssist Solution Suite is a...

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