CRM Magazine's 2004 Service Awards announced

CRM Magazine's 2004 Service Awards announced

CRM magazine's 2004 Service Awards have paid tribute to the top customer service vendors in seven categories, along with five customer companies that have yielded impressive results from their customer service IT implementations.

"Our inaugural Service Awards honours those organisations that lead the service industry, as well as those that lead their industries through service," commented CRM Magazine's editor-in-chief, Ginger Conlon. "We recognise that service is integral to CRM's success."

Client/user awards The magazine's Service Elite award honours client companies that have gained impressive returns on their investments in customer service. Several factors were considered in the evaluation process including return on investment, project implementation time, and overall impact on the organisation. Such efforts were judged within five categories. The winners in each category are as follows:

• Agent facing/universal desktop suite: City of New York  
• Workforce optimisation: Nissan Motor Acceptance Corp.  
• Quality monitoring: Continental Airlines  
• Web self-service: Polaroid Corp.  
• Email management: Taylor-Made/Adidas Golf

Vendor awards The Service Leaders award recognises the top three customer service vendors in seven categories, including computer telephony integration, interactive voice response, quality monitoring, universal desktop application, web self-help, workforce management, and workforce optimization.

The leaders were selected based on weighted criteria, including market share, revenue, revenue growth, and reputation for customer satisfaction. This year's winners (in order of rank) are:

1. Computer telephony integration: Genesys Telecommunication Labs, Avaya, and Cisco Systems. One to Watch: Nortel Networks.  
2. Interactive voice response (IVR): Avaya, Nortel, and Intervoice. One to watch: Edify.  
3. Workforce management: Aspect, Blue Pumpkin, and IEX. One to Watch: CentreForce Technologies.  
4. Workforce optimisation leaders: Blue Pumpkin, IEX, and Kanisa. One to watch: KANA.  
5. Quality monitoring: NICE Systems, Verint, and Witness Systems. One to watch: Dictaphone.  
6. Web self-service: KANA, Primus, and RightNow Technologies. One to watch: Kanisa.  
7. Agent facing/universal desktop suite: Siebel Systems, Oracle Corp., and a tie between PeopleSoft and SAP AG.

"We congratulate the winners of this year's Service Awards for their commitment to excellence in customer service," said senior editor, David Myron, who spearheaded the awards.

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