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October 2001
ICCM 2001 BEST OF SHOW
For our fourth annual ICCM Best of Show Awards, CUSTOMER Support Management sent an undercover panel of judges onto the expo floor at ICCM/CRM Solutions (Chicago, July 31 — August 2, 2001). Our panelists (below) — a mix of in-the-trenches practitioners and industry consultants — were tasked with visiting the exhibitor booths, checking out the products, running through the demos, and picking the products or services they thought were exceptional. Many thanks to each of them for their diligent efforts.
Nina Kawalek
President
Resource Center for Customer
Service Professionals
Chicago, IL
Simon Kriss
Client Partner
Cambridge Technology Partners
Melbourne, Victoria, Australia
Nancy G. Leeser
VP Int'l Reservations/Customer Svc.
BostonCoach
Everett, MA
Sheila McGee-Smith
President & Principal Analyst
McGee-Smith Analytics
Pittstown, NJ
Martin Mears
Technical Systems Specialist/Admin.
Illinois Power
Decatur, IL
Tim Montgomery
Consultant, ICMI
Annapolis, MD
Gary L. Reynolds
Senior VP Customer Service
Airborne Express
Atlanta, GA
Phil Ritchie
President
P.W. Ritchie & Associates, Ltd
Toronto, Ontario, Canada
Ann G. Smith
President
A.G. Smith & Assoc.
South Lake, TX
FIRST PLACE: White Pajama
White Pajama, Hayward, CA
www.whitepajama.com
A departure from the usual close finishes in these awards, White Pajama proved to be the runaway vote-getter at ICCM/CRM Solutions. Previously a third-place winner in our Call Center 2001 Best of Show Awards, this provider of hosted CRM contact center solutions for customer service, help desk, and technical support, boasts of its ability to have a state-of-the-art contact center up and running in as little as three days — with no capital outlay. The service fully integrates with phone, e-mail, and web communication channels, and unifies all customer contacts into one routing, queuing, and tracking system. Among our judges' comments: “This ASP solution will immediately assist small to midsize enterprise call centers needing temporary, rapid expansion. White Pajama displayed a solid value proposition, along with depth of thinking, and consideration in planning the service.” “Great for midsize companies, with easy implementation in three days, and an interface that both customer and agent will find easy-to-use.” “This is a perfect offering for companies struggling to find a total CRM technology solution. And, it provides great support for remote agents.” “The ASP model will benefit significantly from the next technology business cycle. As organizations struggle with fewer resources and increased technological complexity, White Pajama will see its value proposition enhanced.”
SECOND PLACE: FrogJazz's FrogDial and FrogPad
FrogJazz, Inc, Huntsville, AL
www.frogjazz.com
FrogJazz, another repeat winner from our Call Center 2001 Best of Show Awards, also made an impressive showing here, with judges lauding two products. FrogPad is a professional visual editor for creating and managing dynamic, interactive ‘Contact Us’ web pages. The software delivers a website channel integration solution, beginning with web-based interactive menus and tied together with click-to-talk buttons for voice-enabled eCommerce. It allows businesses to transform static ‘Contact Us’ web pages into customer interaction service portals. FrogDial Click-to-Talk is a natural adjunct to interactive phone menus, where users click a ‘Call Me Now’ button to request a callback from a CSR. The ‘Call Me Now’ button automatically pre-routes and queues the caller to the appropriately skilled agent group, based on the menu history of the caller. It also delivers to the CSR's desktop customer- and transaction-specific information collected from the callback request form. FrogJazz can guarantee sound quality indistinguishable from traditional telephone networks, through the use of a hybrid VoIP backbone and circuit-switched endpoint architecture. One judge remarked, “FrogJazz breaks new ground by combining self-service on the web with callbacks from an appropriate live agent. While encouraging self-service through context-sensitive help at every menu selection, FrogJazz also provides value to the customer who wants to speak with a live person who already knows what the customer needs.” Said another panelist: “FrogDial, a unique solution for the e-channel, provides an integrated phone/web experience. It includes reporting that is similar to traditional IVR reporting.”
SECOND PLACE: Kana Service
Kana, Inc, Menlo Park, CA
www.kana.com
KANA Service is a comprehensive customer service solution designed to enable enterprises to provide superior service at reduced cost. Built on a thin-client, web-architected platform, it allows customers, partners, and suppliers to help themselves through access to a knowledgebase, with information delivered via personalized web portals. KANA incorporates a tightly integrated set of web, e-mail, wireless, chat, and telephone communication channels. “Kana's technical architecture sets it apart in the market,” noted a panelist. “Unlike most CRM applications that require a structured database schema, Kana has no such mandatory structure. And it can work with a schema even when the primary record is held in another data storage point.” Said another panelist: “The strength of the Kana approach lies in its native web architecture, which results in easy integration and rapid implementation. The company's contact center technology is cost-effective and proven.” This is KANA's first time as a CSM Best of Show winner.
THIRD PLACE: Acxiom InfoBase
Acxiom Corp, Little Rock, AR
www.acxiom.com
InfoBase is the largest collection of US consumer, business and telephone data available in one source for database or file enhancement, analytical services, and list rental. As a comprehensive resource for market data, InfoBase provides accurate and effective information to better direct marketing efforts. InfoBase TeleSource is a comprehensive, multisourced telephone database, comprised of 160 million residential listings and 12 million business listings. Data is the most current available, updated and verified every 30 days. Among its other uses, Acxiom's InfoBase TeleSource enables development of effective inbound call center solutions, thereby increasing revenue and reducing expenses for inbound call centers. “Acxiom is the solution to one of my biggest problems,” reported a panelist. “In my industry, I can't rely on ANI for screen pops, so I'm forced to prompt customers for their account numbers. I've purchased customer information on a regular basis, but even that was quickly out of date. With Acxiom providing this data in real time, it will ensure the accuracy of screen pops and help improve our customer service.”
THIRD PLACE: RightForce
RightForce, Fort Lauderdale, FL
www.rightforce.com
Also making its first appearance in our Best of Show Awards, RightForce is a provider of contact center, eCommerce and enterprise workforce management solutions. These internet-based solutions are designed to accurately forecast and schedule employees to support all customer touchpoints, with features that include skills-based staffing, interactive schedule bidding, event monitoring, and messaging. An “e-scelerated delivery” program and browser-based platform provide fast delivery of RightForce's solution over the web. “I was impressed with RightForce's total multimedia workforce forecasting and scheduling,” noted one judge. “The open integration is a big plus, and the product offers users a great deal of flexibility.”
THIRD PLACE: Siemens HiPath Procenter Mobile CRM
Siemens Enterprise Networks LLC, Reston, VA
www.hipath.com
Siemens introduced HiPath Procenter Mobile CRM Alerts and Reports as enhancements to its HiPath Procenter Suites. These Suites address the evolving rules of customer engagement, enabling a company's existing voice and data infrastructures and applications to interoperate globally over all networks. Customer inquiries are routed to the most appropriate resources, and customers can interact via the medium of their choice, with a consistent view of the organization across all channels. The mobile enhancements provide off-site contact center executives and supervisors with appropriate levels of access to alarms, reports, and interactive management capability, while giving remote agents full-scale access to the same tools available to on-site CSRs. Noted a panelist: “Siemens has been a leader in mobile communications for several years. Its Enterprise Networks division is now utilizing that wireless capability for CRM. I love the ability it gives supervisors to use existing PDAs, cellphones, or Blackberry devices, in order to stay in touch with real-time changes in contact center operations. And Siemens provides an additional feature that's the ‘cherry on top’: the ability to display other enterprise data (such as booked revenue) side-by-side with contact center data.”
THIRD PLACE: Ulysses Learning's CallMentor
Ulysses Learning Corp, Charlotte, NC
www.ulysseslearning.com
CallMentor consists of two simulation-based training programs: ServiceMentor for call center CSRs, and CoachingMentor for call center supervisors, team leaders, QA specialists, and peer-level coaches. Both programs are designed for call centers, help desks, and service desks, and can be delivered via the internet, an intranet, or CD-ROM. Computer-based pre-training assignments create a “personal learning profile” for each participant, while post-training assessments let participants demonstrate mastery of strategies and skills, and allow tracking of each learner's progress. “Unlike most of the agent training applications on the market,” commented one panelist, “this product focuses on behavior modification for agent learning, rather than simply getting agents to ‘say the right thing.’ It has more comprehensive adult learning capabilities than any other product I've seen.” Ulysses Learning is another first-time winner.
ICCM 2001 BEST OF SHOW
For our fourth annual ICCM Best of Show Awards, CUSTOMER Support Management sent an undercover panel of judges onto the expo floor at ICCM/CRM Solutions (Chicago, July 31 — August 2, 2001). Our panelists (below) — a mix of in-the-trenches practitioners and industry consultants — were tasked with visiting the exhibitor booths, checking out the products, running through the demos, and picking the products or services they thought were exceptional. Many thanks to each of them for their diligent efforts.
Nina Kawalek
President
Resource Center for Customer
Service Professionals
Chicago, IL
Simon Kriss
Client Partner
Cambridge Technology Partners
Melbourne, Victoria, Australia
Nancy G. Leeser
VP Int'l Reservations/Customer Svc.
BostonCoach
Everett, MA
Sheila McGee-Smith
President & Principal Analyst
McGee-Smith Analytics
Pittstown, NJ
Martin Mears
Technical Systems Specialist/Admin.
Illinois Power
Decatur, IL
Tim Montgomery
Consultant, ICMI
Annapolis, MD
Gary L. Reynolds
Senior VP Customer Service
Airborne Express
Atlanta, GA
Phil Ritchie
President
P.W. Ritchie & Associates, Ltd
Toronto, Ontario, Canada
Ann G. Smith
President
A.G. Smith & Assoc.
South Lake, TX
FIRST PLACE: White Pajama
White Pajama, Hayward, CA
www.whitepajama.com
A departure from the usual close finishes in these awards, White Pajama proved to be the runaway vote-getter at ICCM/CRM Solutions. Previously a third-place winner in our Call Center 2001 Best of Show Awards, this provider of hosted CRM contact center solutions for customer service, help desk, and technical support, boasts of its ability to have a state-of-the-art contact center up and running in as little as three days — with no capital outlay. The service fully integrates with phone, e-mail, and web communication channels, and unifies all customer contacts into one routing, queuing, and tracking system. Among our judges' comments: “This ASP solution will immediately assist small to midsize enterprise call centers needing temporary, rapid expansion. White Pajama displayed a solid value proposition, along with depth of thinking, and consideration in planning the service.” “Great for midsize companies, with easy implementation in three days, and an interface that both customer and agent will find easy-to-use.” “This is a perfect offering for companies struggling to find a total CRM technology solution. And, it provides great support for remote agents.” “The ASP model will benefit significantly from the next technology business cycle. As organizations struggle with fewer resources and increased technological complexity, White Pajama will see its value proposition enhanced.”
SECOND PLACE: FrogJazz's FrogDial and FrogPad
FrogJazz, Inc, Huntsville, AL
www.frogjazz.com
FrogJazz, another repeat winner from our Call Center 2001 Best of Show Awards, also made an impressive showing here, with judges lauding two products. FrogPad is a professional visual editor for creating and managing dynamic, interactive ‘Contact Us’ web pages. The software delivers a website channel integration solution, beginning with web-based interactive menus and tied together with click-to-talk buttons for voice-enabled eCommerce. It allows businesses to transform static ‘Contact Us’ web pages into customer interaction service portals. FrogDial Click-to-Talk is a natural adjunct to interactive phone menus, where users click a ‘Call Me Now’ button to request a callback from a CSR. The ‘Call Me Now’ button automatically pre-routes and queues the caller to the appropriately skilled agent group, based on the menu history of the caller. It also delivers to the CSR's desktop customer- and transaction-specific information collected from the callback request form. FrogJazz can guarantee sound quality indistinguishable from traditional telephone networks, through the use of a hybrid VoIP backbone and circuit-switched endpoint architecture. One judge remarked, “FrogJazz breaks new ground by combining self-service on the web with callbacks from an appropriate live agent. While encouraging self-service through context-sensitive help at every menu selection, FrogJazz also provides value to the customer who wants to speak with a live person who already knows what the customer needs.” Said another panelist: “FrogDial, a unique solution for the e-channel, provides an integrated phone/web experience. It includes reporting that is similar to traditional IVR reporting.”
SECOND PLACE: Kana Service
Kana, Inc, Menlo Park, CA
www.kana.com
KANA Service is a comprehensive customer service solution designed to enable enterprises to provide superior service at reduced cost. Built on a thin-client, web-architected platform, it allows customers, partners, and suppliers to help themselves through access to a knowledgebase, with information delivered via personalized web portals. KANA incorporates a tightly integrated set of web, e-mail, wireless, chat, and telephone communication channels. “Kana's technical architecture sets it apart in the market,” noted a panelist. “Unlike most CRM applications that require a structured database schema, Kana has no such mandatory structure. And it can work with a schema even when the primary record is held in another data storage point.” Said another panelist: “The strength of the Kana approach lies in its native web architecture, which results in easy integration and rapid implementation. The company's contact center technology is cost-effective and proven.” This is KANA's first time as a CSM Best of Show winner.
THIRD PLACE: Acxiom InfoBase
Acxiom Corp, Little Rock, AR
www.acxiom.com
InfoBase is the largest collection of US consumer, business and telephone data available in one source for database or file enhancement, analytical services, and list rental. As a comprehensive resource for market data, InfoBase provides accurate and effective information to better direct marketing efforts. InfoBase TeleSource is a comprehensive, multisourced telephone database, comprised of 160 million residential listings and 12 million business listings. Data is the most current available, updated and verified every 30 days. Among its other uses, Acxiom's InfoBase TeleSource enables development of effective inbound call center solutions, thereby increasing revenue and reducing expenses for inbound call centers. “Acxiom is the solution to one of my biggest problems,” reported a panelist. “In my industry, I can't rely on ANI for screen pops, so I'm forced to prompt customers for their account numbers. I've purchased customer information on a regular basis, but even that was quickly out of date. With Acxiom providing this data in real time, it will ensure the accuracy of screen pops and help improve our customer service.”
THIRD PLACE: RightForce
RightForce, Fort Lauderdale, FL
www.rightforce.com
Also making its first appearance in our Best of Show Awards, RightForce is a provider of contact center, eCommerce and enterprise workforce management solutions. These internet-based solutions are designed to accurately forecast and schedule employees to support all customer touchpoints, with features that include skills-based staffing, interactive schedule bidding, event monitoring, and messaging. An “e-scelerated delivery” program and browser-based platform provide fast delivery of RightForce's solution over the web. “I was impressed with RightForce's total multimedia workforce forecasting and scheduling,” noted one judge. “The open integration is a big plus, and the product offers users a great deal of flexibility.”
THIRD PLACE: Siemens HiPath Procenter Mobile CRM
Siemens Enterprise Networks LLC, Reston, VA
www.hipath.com
Siemens introduced HiPath Procenter Mobile CRM Alerts and Reports as enhancements to its HiPath Procenter Suites. These Suites address the evolving rules of customer engagement, enabling a company's existing voice and data infrastructures and applications to interoperate globally over all networks. Customer inquiries are routed to the most appropriate resources, and customers can interact via the medium of their choice, with a consistent view of the organization across all channels. The mobile enhancements provide off-site contact center executives and supervisors with appropriate levels of access to alarms, reports, and interactive management capability, while giving remote agents full-scale access to the same tools available to on-site CSRs. Noted a panelist: “Siemens has been a leader in mobile communications for several years. Its Enterprise Networks division is now utilizing that wireless capability for CRM. I love the ability it gives supervisors to use existing PDAs, cellphones, or Blackberry devices, in order to stay in touch with real-time changes in contact center operations. And Siemens provides an additional feature that's the ‘cherry on top’: the ability to display other enterprise data (such as booked revenue) side-by-side with contact center data.”
THIRD PLACE: Ulysses Learning's CallMentor
Ulysses Learning Corp, Charlotte, NC
www.ulysseslearning.com
CallMentor consists of two simulation-based training programs: ServiceMentor for call center CSRs, and CoachingMentor for call center supervisors, team leaders, QA specialists, and peer-level coaches. Both programs are designed for call centers, help desks, and service desks, and can be delivered via the internet, an intranet, or CD-ROM. Computer-based pre-training assignments create a “personal learning profile” for each participant, while post-training assessments let participants demonstrate mastery of strategies and skills, and allow tracking of each learner's progress. “Unlike most of the agent training applications on the market,” commented one panelist, “this product focuses on behavior modification for agent learning, rather than simply getting agents to ‘say the right thing.’ It has more comprehensive adult learning capabilities than any other product I've seen.” Ulysses Learning is another first-time winner.
