CRM Magazine Names 2018 Customer Service Leaders

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CRM delivers its 15th annual recognition of the vendors of nine contact center technology types.

CRM Service Awards
It was impressive this year to see so many new companies enter the leadership ranks for the first time. This shows that even smaller companies can make a big impression.

CRM magazine has selected the recipients of this year’s CRM Service Awards and highlighted them in its April 2018 issue. The 15th annual CRM Service Awards honor the leading vendors across nine customer service technology segments, four client companies that have used those solutions to reap very impressive rewards, and six Rising Stars—both emerging and established vendors—that have left an indelible mark on the industry in the past year.

In total, 30 vendors are honored this year across the nine Service Leader Award categories evaluated: customer case management, contact center infrastructure, interactive voice response systems, web support, workforce optimization, contact center search, enterprise feedback management, contact center analytics, and contact center outsourcing. In each category, the magazine names one winner, denoting the company receiving the highest overall score; four CRM Service Leaders; and a “One to Watch.” Recipients of the CRM Service Leader Awards are determined through an extensive process and proprietary rating formula. The editors survey leading industry analysts and consultants for their impressions of the vendors’ offerings, company direction, customer satisfaction, and overall cost. Company financial data is also factored into overall scores.

Additionally, CRM magazine this year honored six Rising Stars for their innovative technologies and four customer companies with CRM Service Elite Awards for their customer service technology deployments.

“Our CRM Service Awards have become the industry standard, providing a comprehensive snapshot of the entire vendor landscape in the customer service/contact center arena. In this, our 15th year of presenting these awards, we are pleased to recognize all of the vendors that have performed at the highest levels, reshaped the industry, and used technology to dramatically benefit their operations, and ultimately, their customers,” said CRM editor Leonard Klie. “It was impressive this year to see so many new companies enter the leadership ranks for the first time. This shows that even smaller companies can make a big impression."

“2017 will stand out for the industrywide advancements in machine learning, artificial intelligence, natural language processing, cloud computing, and real-time capabilities that have combined to make contact center applications smarter, faster, and better able to help customers help themselves. We congratulate all of this year’s winners and thank them for their contributions to the industry,” Klie said.

Recipients of the 2018 CRM Service Awards are listed below in their respective categories. Leaders in each category are listed in alphabetical order:

Customer Case Management
•Winner: Microsoft
•Leaders: Oracle, Pegasystems,, and Zendesk
•One to Watch: Verint Systems

Contact Center Infrastructure
•Winner: NICE
•Leaders: Aspect Software, Cisco Systems. Five9, and Genesys
•One to Watch: Avaya

Interactive Voice Response
•Winner: Genesys
•Leaders: Aspect Software, Cisco Systems, NICE, and Verint Systems
•One to Watch: Avaya

Web Support
•Winner: Microsoft
•Leaders: Nuance Communications, Oracle,, and Zendesk
•One to Watch: Freshworks

Workforce Optimization
•Winner: NICE.
•Leaders: Aspect Software, Calabrio, Genesys, and Verint Systems
•One to Watch: ZOOM International

Contact Center Search
•Winner: Oracle
•Leaders: Coveo, IBM,, and Verint Systems
•One to Watch: eGain

Enterprise Feedback Management
•Winner: Qualtrics
•Leaders: Maritz, Medallia, SurveyMonkey, and Verint Systems
•One to Watch: NICE

Contact Center Analytics
•Winner: NICE
•Leaders: Aspect Software, Calabrio, Genesys, and Verint Systems
•One to Watch: CallMiner

Contact Center Outsourcing
•Winner: Teleperformance
•Leaders: Alorica, Sitel, Sykes Enterprises, and TTEC Holdings
•One to Watch: Convergys

The six companies named as Rising Stars for the year were the following:

This year, the four customer companies that won CRM’s Service Elite awards for their customer service technology deployments are the following:

•Athenahealth, a healthcare management company, which deployed’s Service Cloud and Agent Console technology to streamline agent processes;
•Boscov’s Department Stores, which implemented Moxie Software’s Concierge digital engagement suite and Kbot to allow customers to interact with it through digital channels;
•TechStyle Fashion Group, which installed workforce management technology from NICE; and
•Vegan foods producer Vega, which turned to Conversocial to engage its customers on social media.

The 2018 CRM Service Awards have been published in the April 2018 issue of CRM magazine—available in print and online at

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. For more information about the magazine, its editorial calendar, or CRM in general, please visit The magazine and the website are properties of CRM Media, a division of Information Today, Inc.

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Sheila Willison
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