CRM Magazine Honors Recipients of the 2015 CRM Service Awards

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The 12th annual CRM Service Awards honor the vendors and client companies that enhance customer service experiences through the sophisticated use of people, processes, technologies, and knowledge.

The 2015 CRM Service Awards

CRM magazine is happy to recognize excellence in customer service efforts in our 2015 CRM Service Awards.

CRM magazine is pleased to announce the recipients of this year’s CRM Service Awards in its March 2015 issue. The 12th annual CRM Service Awards honor the vendors and client companies that enhance customer service experiences through the sophisticated use of people, processes, technologies, and knowledge.

To keep track of all of these developments during the past year, the CRM Service Awards take a look at new technologies and upgrades from established and emerging industry vendors, as well as the most impressive case study deployments.

In total, 25 vendors are honored in this year’s CRM Service Leader Awards across eight industry categories. Each category recognizes one Service Winner, denoting the company receiving the highest score compared with its peers; three CRM Service Leaders; and a “One to Watch.” Additionally, CRM magazine honors six Rising Stars for their innovative technologies, and three customer companies with CRM Service Elite Awards for their customer service technology deployments.

The CRM Service Awards are awarded to companies that have performed at the highest level, shaping the industry and pushing it forward.

“CRM magazine is happy to recognize excellence in customer service efforts in our 2015 CRM Service Awards. This year, the industry has witnessed some impressive developments in mobile support, multichannel cloud solutions, real-time analytics, feedback management, and even cognitive computing,” said David Myron, CRM magazine’s editorial director.

Recipients of the CRM Service Leader Awards were determined through an extensive process and proprietary rating formula that polls industry analysts for product and functionality assessments, company direction, and customer satisfaction. Product and services costs and financial and corporate information are also factored into overall scores.

Recipients of the 2015 CRM Service Awards are listed below in their respective categories. (Leaders in each category are listed in alphabetical order):

Customer Case Management

  •     Winner: Parature
  •     Leaders: Kana (a Verint company, Microsoft Dynamics CRM, Salesforce.com
  •     One to Watch: Oracle

Contact Center Infrastructure

  •     Winner: Cisco Systems
  •     Leaders: Aspect Software, Genesys, Interactive Intelligence
  •     One to Watch: InContact

Interactive Voice Response

  •     Winner: Cisco Systems
  •     Leaders: Avaya, Interactive Intelligence, West
  •     One to Watch: Aspect Software

Web Support

  •     Winner: Salesforce.com Service Cloud
  •     Leaders: Microsoft, Moxie Software, Oracle Service Cloud
  •     One to Watch: Zendesk

Workforce Optimization

  •     Winner: Verint Systems
  •     Leaders: Aspect Software, Calabrio, NICE Systems
  •     One to Watch: InContact

Contact Center Search

  •     Winner: IBM Watson and Oracle Knowledge
  •     Leaders: Kana (a Verint Company), Salesforce.com
  •     One to Watch: Coveo

Enterprise Feedback Management

  •     Winner: Madallia
  •     Leaders: Allegiance (MaritzCX), IBM, Vovici (Verint)
  •     One to Watch: InMoment

Contact Center Outsourcing

  •     Winner: Teleperformance
  •     Leaders: Convergys, Sykes Enterprises, West
  •     One to Watch: TeleTech

CRM magazine also named six Rising Stars for the year:

  •     Helpshift improves feedback and customer service in mobile applications.
  •     IBM brings cognitive computing to customer support.
  •     NewVoiceMedia builds multichannel contact centers for Salesforce.com customers.
  •     NICE Systems innovates with real-time analytics.
  •     WalkMe offers guided self-service for the web.
  •     Zendesk provides small enterprises with the tools they need to grow.

This year, three customer companies won CRM’s Service Elite award for their customer service technology deployments:

  •     Canadian Cancer Society in Saskatchewan deployed NewVoiceMedia’s technology to help fundraising efforts.
  •     Kohl’s implemented Oracle Service Cloud for multichannel support.
  •     Michigan Office of Child Support installed Genesys technology to aid families in need.

The 2015 CRM Service Awards have been published in the March 2015 issue of CRM magazine—available in print and in digital NXTBook format. The awards package is also available online.

About CRM Magazine
CRM magazine is the leading publication of the customer relationship management industry, covering sales, marketing, and customer service strategies. The magazine also produces the annual CRM Evolution conference. Each of these properties is designed to serve customer-centric business initiatives and leaders who recognize CRM as a key strategy for creating enhanced customer value in any industry. For more information about the magazine, its editorial calendar, or CRM in general, please visit destinationCRM.com. The monthly magazine and the destinationCRM.com website are properties of CRM Media, a division of Information Today, Inc.

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