CRM magazine announces service awards

And the winners are …

The award winners are chosen based on the expert opinion of CRM magazine’s editorial staff and a number of top industry analysts.

Contact Center Infrastructure — Winner: Avaya
Leaders: Aspect Software; Genesys Telecommunication Labs
One to Watch: Cisco Systems
Interactive Voice Response — Winner: Genesys Telecommunication Labs
Leaders: Avaya; Cisco Systems
One to Watch: Voxeo
Web Self-Service — Winner: RightNow Technologies
Leaders: Consona (Knova); Kana Software
One to Watch: eGain Communications
Web Interaction Management — Winner: Kana Software
Leaders: eGain Communications; RightNow Technologies
One to Watch: nGenera
Enterprise Feedback Management — Winner: Allegiance
Leaders: MarketTools; RightNow Technologies
Ones to Watch: Confirmit; Satmetrix
Contact Center Search — Winner: Consona (Knova)
Leaders: Autonomy (etalk); InQuira
One to Watch: nGenera
Workforce Optimization Suite — Winner: Verint Systems
Leaders: Aspect Software; Nice Systems
One to Watch: Envision Telephony
Outsourcing — Winner: Teleperformance
Leaders: EDS (Hewlett-Packard); Sitel
Ones to Watch: Convergys; West

Sword Ciboodle were designanted as a “Rising Star”

“Sword Ciboodle fully deserves its recognition as a Rising Star among this year’s Service Award winners,” said David Myron, editorial director, CRM magazine. “The success of the company’s recent expansion into North America and its novel process-based approach to CRM were key factors in its selection.”

Speaking about the company’s product to CRM magazine, Natalie Petouhoff, senior analyst at Forrester Research said, “It has a very light approach to the industry, and I expect that part of what customer service professionals are seeking is a different kind of experience when they interface with a software company. That is what Sword Ciboodle is looking to deliver.”

Referring to the company’s prowess in process-centric CRM, Petouhoff adds, “Sword Ciboodle determines what the process is behind creating great customer experiences, and then moves forward. It’s a very strategic way to design [a customer service] software package.”

Michael Maoz, research vice president and distinguished analyst at Gartner is also quoted, stating, “It’s a very strong company with a good product.”

The Rising Star is yet another accolade for Sword Ciboodle, which has now won several industry awards from a range of media outlets, events and analyst firms.

“We are delighted to have been recognised by CRM magazine as a Rising Star in the service sector, and are looking forward to building on this success going forward,” said Paul White, executive vice-president, Sword Ciboodle. “It’s great to see that our recent successes in the U.S., coupled with our unique approach to solving customer service challenges have clearly made a strong impact on the judges’ decision.”