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April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 2 Agent-Facing Universal Desktop: PeopleSoft... SAP... Siebel Systems... Outsourcing Services: Convergys... EDS... TeleTech... etc.   |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
October 2005
Bailor et al. |
The 2005 CRM Market Leaders, Part 1 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how the CRM leaders are driving the market and how they stack up against the competition. |
CRM
October 2006 |
The 2006 Market Leaders, Part 1 The need for data quality continues to influence every CRM niche. Some of this year's positional shifts will surprise you, and so will some companies that didn't move as much as they might have hoped. Amdocs... SSA Global Technologies... etc. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
September 2007 |
The 2007 Market Awards: Enterprise Suite CRM The enterprise suite CRM market is at a critical point in its evolution. |
CRM
March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions. |
CRM
March 2015
Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
CRM
March 2015 |
The 2015 CRM Service Leaders: Customer Case Management Customer case management remained "core to support operations" in 2014, according to John Ragsdale, president of technology and research for the Technology Services Industry Association |
CRM
October 2006 |
The 2006 Market Leaders, Part 2 The need for data quality continues to influence every CRM niche. Some of this year's positional shifts will surprise you, and so will some companies that didn't move as much as they might have hoped. Aprimo... SAS Institute... Oracle... etc. |
CRM
September 2003
Guglielmo et al. |
The 2003 Market Leaders (Part 2) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. |
CRM
August 2012 |
The 2012 CRM Market Leaders CRM is the most important area of investment to improve business over the next five years. Find out which vendors are ramping up these offerings and best responding to industry needs in this year's Market Leader awards. |
CRM
October 2005
Bailor et al. |
The 2005 CRM Market Leaders, Part 3 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how these CRM leaders are driving the market and how they stack up against the competition. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Outsourcing Information Services Group recently reported that 77 percent of contact center operations are still being performed in-house, but outsourcing of those services has been gaining momentum. |
CRM
August 2011 |
The 2011 CRM Market Leaders Spending on CRM software is expected to see the largest increase of all the application software markets worldwide. Here's a look at the market leaders. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
CRM
October 2005
Bailor et al. |
The 2005 CRM Market Leaders, Part 2 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how these CRM leaders are driving the market and how they stack up against the competition. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Infrastructure For starters, many companies operating multiple contact centers are looking to centralize their infrastructures around single Internet-based communications and collaboration platforms, according to research firm Gartner. |
CRM
April 2008
David Jastrow |
The 2008 CRM Service Awards: Outsourcing Customer service outsourcing comes down to comfort; West retains the crown. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Midmarket Suite CRM Here are the top five rated companies in the midmarket suite CRM category. |
CRM
December 2005
Marshall Lager |
The Year in (P)review Looking back, and to the future: CRM trends and events to watch: Would you like fries with your subsidiary?... And Oracle acquired everybody else... We're not going to say "On-demand is in demand" again, but... Information, please... |
CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite). |
InternetNews
September 12, 2005 |
Oracle to Buy Siebel For $5.85 Billion Oracle is again shaking up the enterprise software world with a $5.85 billion cash and stock deal to buy customer relationship management software maker Siebel Systems. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Workforce Optimization Suite Verint Systems powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. |
CRM
December 1, 2005
Alexandra DeFelice |
Oracle and Siebel: What Does It Mean for Customers? End-users are looking for answers as they wait for the planned acquisition to close. |
CRM
November 1, 2005 |
destinationCRM Dashboard Oracle Will Buy Siebel... Microsoft Acquires a VoIP Startup... Siebel Continues to Lead Enterprise Deployment... CRM Software: A Customer Loyalty Problem... etc. |
CRM
August 2015 |
The 2015 CRM Market Leaders Our winners have what it takes to achieve success in all areas of CRM, whether it's building a powerful solution, pleasing customers, or charting a smart course. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Web Support The past year has been a busy one for vendors in the Web support market. |
InternetNews
September 13, 2005
Jim Wagner |
Oracle + Siebel = CRM Consolidation Oracle's $5.85 billion acquisition bid of Siebel Systems stirs another debate over best-of-breed vs. integrated suite in software deployment. |
CRM
August 2013 |
The 2013 CRM Market Leaders CRM vendors are making some pretty bold moves to incorporate newer technologies into their existing solutions. |
CRM
September 1, 2005 |
DestinationCRM Dashboard There's a New Seer at Oracle... Convergys Is Buying Deloitte's F&A BPO Business... The BPM Market Is Growing Faster Than Expected... CRM Analytics... etc. |
CRM
April 2008 |
The 2008 CRM Service Awards: Introduction Redefining the categories used to rate the vendors in the customer care marketplace into seven areas. |
CRM
August 2010 |
Market Leaders: Enterprise Suite CRM Salesforce.com still managed to retain its crown for a second year. |
InternetNews
July 19, 2005
David Needle |
Siebel Scores High CRM Marks Forrester Research recognizes Siebel Systems' performance in the CRM market despite a tough year in other areas. |
CRM
September 2007 |
The 2007 Market Awards: Midmarket Suite CRM The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars. |
CRM
March 2015 |
The 2015 CRM Service Awards: Service Leaders We honor the innovative companies behind the developments in cloud offerings, chat software, search capabilities, mobile solutions, and other technologies that have had a significant impact. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Sales Force Automation Here are the top five rated companies in the sales force automation category. |
InternetNews
February 28, 2005
Michael Singer |
PeopleSoft Users on the Fence: Report PeopleSoft customers jumping ship, climbing aboard Oracle's. |
CRM
March 2010
Lauren McKay |
The 2010 CRM Service Awards: Service Leaders -- Outsourcing Analysts praise Convergys' "seasoned management team" and its "overall strong value proposition." |
InternetNews
December 14, 2004
Michael Singer |
Oracle Rivals Circle the Wagons The greatest impact of the Oracle/PeopleSoft merger may be its effect on other software companies, not customers. |
CRM
August 2010 |
Market Leaders: Midmarket Suite CRM A hefty score in company direction helped Salesforce.com repeat its win here, with much of the buzz from its Chatter and Service Cloud announcements. |
CRM
September 2003
Guglielmo et al. |
The 2003 Market Leaders (Part 1) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Business Intelligence Here are the top five rated companies in the business intelligence category. |
CRM
September 2006
Paul Korzeniowski |
High Performance Workforce optimization suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages. |
