CUSTOMER magazine and Technology Marketing Corp. are happy to announce the winners of our CUSTOMER Product of the Year awards.
AireContact Dynamic Scripting Engine
This graphical tool helps ensure consistency of messaging across the entire contact center regardless of the situation, customer, or initiative. It guides agents to provide consistent, high-quality service during every customer interaction and ensures policies are followed correctly and accurately the first time and every time. It empowers managers and supervisors to easily design scripts and support branch logic flows for the creation of interactions.
Calabrio’s vision is to eliminate the complexity of WFO and analytics through a truly integrated suite of applications based on the Web 2.0 architecture. Calabrio allows for streamlined review and action by integrating metrics at the dashboard level and tying transaction management together through workflows at the engine level. Calabrio ONE’s Dynamic Scheduling and Intraday Dynamic Scheduling offer users the opportunity to enhance and ease the process of creating and maintaining schedules.
Clear C2 Inc.
The C2CRM solution addresses business intelligence, customer service, sales, and marketing. It streamlines the sales process by providing real-time information on customers, leads, and prospects. It helps marketing teams track what initiatives work and which ones do not. And it makes customer service more efficient and effective through the use of more customer information.
Confirmit Horizons V19
V19 includes support for matrix organizational hierarchies that improve report personalization options; computer assisted personal interviewing in more than 40 languages on Android (News - Alert) and iOS; location and beacon-triggering to Confirmit Panel App; enhanced mapping of multiple data sources in Confirmit SmartHub, which allows users to make changes to ongoing surveys without impacting reporting; and Confirmit CRM Connect for Salesforce.
Coveo for Salesforce-Community Cloud Edition
The self-learning and tuning relevance capabilities featured in the Coveo Reveal service are now available in Coveo for Salesforce-Community Cloud Edition at no charge to Coveo customers. Coveo Reveal automatically and continuously improves the relevance of search results, and builds on Coveo for Salesforce-Community Cloud Edition by making proactive recommendations and query suggestions faster and easier than ever before for greater self-service success.
With Evergage Recommend, marketers can see and understand how their recommendation strategies work, and modify or create new ones from scratch. They can also preview recommendations based on a particular shopper or visitor persona before deploying live. Deeper data and better algorithms enable Evergage-powered recommendations to factor in individual affinity, segment, and survey response data along with overall intent, resulting in greater relevancy and effectiveness.
Flowroute is a pure SIP telecommunications carrier that delivers unparalleled call quality, availability, and cost efficiency. That gives businesses and developers granular control, and real-time management, of their communications. Flowroute supports users with an integrated team of developers, network operations, and telecom engineers.
Panorama is a visual engagement platform with integrated screen sharing and co-browsing that lets agents see exactly what customers are trying to accomplish and show them the way if needed. Agent video adds a face and a smile to an impersonal 800 number. And mobile showcase instantly displays any device and its apps.
Hallmark Business Connections
Customer Care Solution
Hallmark Business Connections enables organizations to connect to individuals by sending them prepackaged, but personalized, e-card greetings. Not only has Hallmark created mini apps to enable organizations, like one of the world’s largest banks, send those e-cards, but it also provides a system through which organizations can set budgets and approvals for such greetings, which Hallmark typically charges for per send.
MAX (My Agent eXperience)
MAX is a dynamic, context-sensitive interface designed for the streamlined handling of all contact center interactions, regardless of channel. Its Intelligent Address Book has powerful search capabilities and contextual, advanced filtering. With integrated presence information, agents can see at a glance who is available for collaboration.
VoIP Solutions Design Tool
J-Curve Technologies offers a depth of support services and solutions, with 24 hour a day, 7 days a week operations. The company’s range of solutions include detailed implementation project plans, help desk support, IT services and dispatch, professional and consulting services, and technical support. It also provides reporting, business intelligence, and data analytics. And it can run in-house training labs, offer live on-site and remote training, and more.
KnoahsARK is equipped with recording, remote monitoring, screen capture, analytics, and additional customizable quality tools. It is scalable and serves both single-site and multi-site enterprises, and enables IP-based, multi-channel (voice, chat, email) contact centers to maximize the value of their investment in IP technology.
GeoFluent by Lionbridge is a real-time translation technology that provides an additional configuration layer to enable real-time conversations and content sharing with users who speak, read, and write different languages. With cost-effective, real-time translation, global businesses or organizations with multi-lingual customer bases can broaden reach, unlock new revenue opportunities, strengthen customer loyalty, and reduce customer support time and costs regardless of language, location, or device.
An Aspect Software affiliate, LiveVox provides cloud contact center solutions. That includes an ACD, business analytics suite, call recording, and integrated hosted predictive dialer.
Microsoft Dynamics CRM
Available both as CRM Online and via an on-premises model in 130 markets and 44 languages, Dynamics CRM 2016 leverages advanced analytics and machine learning capabilities to deliver intelligent, adaptive processes for sales, customer service, and social. Sales reps can use it to predict which products and services a customer will need during the sales cycle. Knowledge article recommendations empower service agents with answers to questions so they can more effectively solve problems.
Responsive Customer Success Software
This software enables anyone to author, edit, and collaborate using web-based, drag and drop controls. It is scalable, easy to use, and manageable by even the largest of companies.
Monet WFO Live – Workforce Optimization in the Cloud
Monet WFO Live – Workforce Optimization in the Cloud is a complete suite for contact centers to automate workforce management, call recording, quality assurance and agent analytics. The system creates efficient schedules for incoming call volumes, tracks key metrics in accordance with a company’s business goals, and monitors calls for quality, training and compliance purposes.
ContactWorld for Service
With ContactWorld for Service from NewVoiceMedia, organizations can deliver a great customer service experience and realize a low churn rate. It helps organizations better understand customers so they can send them to the right agents, and so they serve those customers wherever they are.
NICE Journey Voice of the Customer
NICE Journey VOC creates a complete view of the customer experience that enables clients to systematically derive insights, prioritize initiatives, and drive actions based on their customer data. The solution links in real time what people say, what they do, and who they are.
This calling software enables manual dialing. Its LocalTouch patented caller ID system increases contact rates, allowing businesses to maximize agent productivity.
Noble Systems Corp.
Noble Compliance Appliance with Lockdown
This company offers a unified suite of multichannel inbound, outbound, and blended contact processing, strategy planning, resource management tools for companies of all sizes.
Pega Customer Service
This omnichannel solution enables customers to connect with organizations via any device or channel. Pega Customer Service is now available on the Pega Cloud, which is powered by Amazon Web Services.
This solution allows users to send trackable email to contacts and leads and know immediately when a lead opens an email, clicks a link, or downloads an attachment. CRM filters can be used to target and send emails to a group.
This self-serve interface empowers users to create and deploy ad hoc surveys in minutes, creating quick-fire tests and rapidly measuring results within their enterprise CEM program. This capability extends surveys beyond the customer experience team to also involve departments such as product development, market research, marketing and HR, which can use it to take action on insights from customer feedback.
RightAnswers software customizes the experience based on the user profile, which determines, for example, the branding, icons, language, the number of search results to display and the knowledge sources to use. RightAnswers delivers answers quickly, no matter which channel the customer uses for service, such as web, mobile, email, social and chat.
SAP for Customer Engagement
This digitally native offering puts a full suite of CRM tools into the hands of customers, providing the efficiency and convenience of SAP's enterprise offerings in an incredibly versatile package tailored to meet the needs of individuals and small teams. It can be purchased, implemented and used within minutes.
Intelligent Voice Automation
The Intelligent Voice Automation platform uses natural language speech recognition throughout every call, an artificial brain to handle the conversation flow, and is based on an object-oriented coding framework.
Sugar UX offers a completely transformed, individualized CRM user experience that is immersive, engaging, and intuitive. Sugar UX fuses the straightforward simplicity, mobility, and social aspects of a consumer app with the business process optimization of conventional CRM. With Sugar PurePrice companies get a clear and simple price – with no hidden fees or forced upgrades.
TCN Platform 3.0
Platform 3.0 is the latest version of TCN’s cloud-based contact center suite. The new release includes the ability to add tips to the agent dashboard and to add inbound fields to client information display templates, additional back-end log-in capabilities to allow recovery of agent response, improved editing, and an ACD that announces the number of calls ahead and average wait time within the queue.
Engage WFO Release 5
TelStrat’s Engage Contact Center Suite provides contact centers with advanced solutions for call recording, screen capture, quality management, desktop and speech analytics, and workforce optimization.
A-GAME is a feature enhancement to the Acuity contact center performance management solution, which leverages structured individual and team-level competition to measurably boost employee engagement, improve business results, and enhance the customer experience.
Upstream Works (News - Alert) Software Ltd.
Upstream Works for Finesse
Upstream Works for Finesse delivers contact center solutions and customer experience analytics that reduce costs and improve customer retention. It provides visibility, accountability and control over all customer interactions regardless of source: phone calls, email, SMS, chat, IVR/web self-service, and/or social media.
A lead management software and sales CRM software solution for phone-centric selling, VanillaSoft enables businesses to do more with their data. It allows for next-best-lead routing, progressive dialing, on-board intelligent messaging, integrated email, real-time lead distribution, live dashboard, and digital call recording.
Verint Systems Inc.
Verint Workforce Optimization
This helps contact centers, branch and back-office operations, marketing and customer care, and financial compliance organizations deliver world-class customer experiences. It provides actionable intelligence for enhancing products, processes, and workforce performance; reducing costs and liability; and generating revenue and competitive advantage.
RTC Client 2.0
Voice4Net RTC Client is a WebRTC-based contact center solution that allows for ease of customization and implementation. RTC Client provides a widget-based GUI and has drag-and-drop elements that can be used to populate the agent desktop as needed. And it can be easily integrated into legacy contact centers by dealers and integrators.
Votacall Cloud Voice with Lync Integration
Votacall UCaaS is a cloud-based product suite designed to simplify and streamline communications through the use of native Votacall applications and the integration of third-party business applications such as Lync/Skype for Business.
VXI Global Solutions LLC
VXI’s VisionSuite includes Vision QA Tool, a quality/monitoring management system for contact centers; the VisionLog, a digital recording system that captures, stores, archives, and plays back telephony and computer activity; VisionIVR, an interactive voice response solution; VisionCRM, a customer relationship management solution; and VisionCT, a computer and telephony integration system.
This application analyzes data patterns from previous, resolved support tickets and recommends the best template to help agents quickly and consistently respond to customers. By automating a critical support process, Wise Response slashes the time and energy spent searching through hundreds of templates, significantly reducing response times, boosting agent productivity, and improving customer satisfaction.
ZOOM Workforce Optimization
This solution ensures that contact center organizations have the right number of agents, with the right skills, in the right place at the right time.
Zultys Cloud Services, Release 11 of MX IP Phone System
Release 11 for the Zultys MX series of IP phone systems is available on all of the company’s on-premises MX platforms, virtualized deployments of MXvirtual, and the fully hosted offering called Zultys Cloud Services. MX Release Version 11 introduces various new features highlighted by the Multi-Media Queue capability for contact centers, which provides web chat capability in addition to traditional voice capability that allows companies to offer flexible engagement options to their customers.
Edited by Kyle Piscioniere