This article originally appeared in the Jan./Feb. 2013 issue of CUSTOMER magazine.
The world of customer service is changing drastically and quickly.
In the past, it was enough simply to have a call center to take orders and answer customer inquiries, a telemarketing effort to reach out to prospects by phone, and some folks available to read and respond to customer letters .
Today customer service and outreach is a whole different ballgame.
Customer service in this day and age requires a multi-channel strategy that allows customers and businesses to reach out and touch each other in a variety of ways – be it mobile apps and promos, social networks, e-mail, location-based services, digital displays at retail locations, or the good old telephone. Increasingly, businesses are also leveraging their own customer data, and in some cases pairing it with information in other databases and communications and information like location, to deliver more personalized messaging and offers.
All that said, here is a list of the companies – the CUSTOMER Product of the Year Award winners -- that are working to help businesses make this all happen.
ac2 Solutions, Inc.
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Advanced Workforce Optimization Portal
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Alloy Software, Inc.
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Alloy Navigator Express 6
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Alorica
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Alorica Analytics
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Alorica
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Alorica Helix
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Altitude Software
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Altitdue uCI8
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AMC Technology, LLC
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AMC Contact Canvas
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APAC/NCO
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APAC/NCOePayments
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Aspect Software
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Aspect Unified IP 7.1
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Autonomy, an HP company
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Autonomy Media Aggregation Service
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Avaya Inc.
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Avaya Customer Connections Mobile
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Calabrio
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Calabrio Speech Analytics
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Citrix GoToAssist Corporate
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Citrix GoToAssist Corporate
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Clear C2, Inc.
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C2CRM
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CloudTC, Inc.
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Glass 1100
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Confirmit
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Confirmit Horizons
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Convergent Outsourcing, Inc.
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Convergent Employee Scorecard (CEScore)
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Coveo
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Coveo for Salesforce
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CSG Systems International, Inc.
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CSG Enhanced Sales Edition
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Cyara Solutions
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Cyara Solutions Suite Version 4.1,
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Drishti-Soft Solutions Pvt. Ltd.
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Ameyo
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Enghouse Interactive
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Syntellect CIM (Customer Interaction Management)
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Enghouse Interactive
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CosmoCall Universe
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Enghouse Interactive
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CallRex Quality Management Suite
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Enkata
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Enkata FCR
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ePath Learning, Inc.
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ePath Learning eSource
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Epicor Software Corporation
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Epicor® Eagle® Mobile Manager
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ethosIQ
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Customer Engagement Platform v4.0
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FieldSync Mobile Solutions
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FieldSync Health
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FrontRange
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HEAT Cloud Service Management
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HireIQ Solutions, Inc.
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LanguageIQ
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InAppCare
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Mobile Care Made Easy
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inContact, Inc.
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Intelligent Call Suppression
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KANA Software
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KANA Express
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Knoa Software
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Knoa Experience and Performance Manager (EPM)
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Leads360, Inc.
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Leads360 Dial-IQ Inbound and Multi-Line
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LivePerson
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LiveEngage by LivePerson
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Magnetic North
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Hosted PBX
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Mattersight Corp.
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Mattersight Behavioral Analytics
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MEDIATEL DATA SRL
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MediaCallCenter
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Mitel
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Contact Center Solutions Version 6.0 SP1
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Monet Software Inc.
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Monet Metrics - Call Center Performance Management in the Cloud
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Moxie Software
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Social Knowledgebase
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Noble Sysetms Corporation
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Noble® Mobile Solutions
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OAISYS
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Tracer with Mobile Recall
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Pegasystems
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Pega Sales Force Automation™ (Pega SFA)
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prairieFyre Software
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prairieFyre Contact Center for Microsoft Lync Version 5.10.1
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Radialpoint
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Radialpoint Remote Premium Technical Support
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RightAnswers, Inc.
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RightAnswers Unified Knowledge Platform Version 7
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Sage North America
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Sage ACT! 2013
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SmartAction
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Smart Call Agents
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SoundBite Communications
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SoundBite Engage™
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SugarCRM
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Sugar Professional
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Tigerpaw Software
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Tigerpaw 12R2
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TOA Technologies
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ETAdirect Professional
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VanillaSoft
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VanillaSoft Lead Management Software
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Verint Systems Inc.
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Impact 360 Workforce Optimization
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VXI Global Solutions, Inc.
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Vision Suite
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Edited by
Stefania Viscusi