A panel of independent industry analysts has given the Best of Show Award to Aspect Customer Relationship Portal with Incoming Call Center Management (ICCM) at the 2000 Conference & Exposition . This is the eighth honor of its type that the Aspect Portal has received.
ICCM and Customer Interface Magazine present the awards to exhibitors that have created products, technologies and services that increase their customers’ productivity.
“What most impressed me is that this technology is an all-in-one platform,” said Angela Karr, Customer Interface Magazine senior editor and one of the judges. “The Aspect Portal not only routes all types of communications to the most appropriate resources, but can also tie together all of the customer-touching applications that affect or are affected by a call, e-mail, fax or web interaction. Everything can work together in a single, more easily managed process because of this software.”
The Aspect Customer Relationship Portal is a real-time eBusiness software platform that helps ensure that anyone contacting a company at any time from anywhere in the world through any communication channel receives the response he or she is seeking. The technology blends telephone calls with e-mail, fax and web contacts into a queue of customer interaction; presents real-time eCRM information to agent and manager desktops; and integrates all critical eCRM resources, including front-office systems from vendors including Siebel, Vantive and Clarify, back-office databases and telephony, e-mail, Web and WAP servers.
The analysts serving as on-site judges at ICCM, held earlier this month in Chicago, Illinois, included Paul Anderson, author and consultant; Frieda Barry, executive director, Call Center Industry Advisory Council; Angela Karr, senior editor, Customer Interface magazine; Sarah Kennedy, executive director, Call Center Strategy Forum; Maggie Klenke, director, CIC Consulting; Sheila McGee-Smith, director of call center and operator services, The Pelorous Group; Anne Nickerson, president, CallCenterCoach.com; and Paul Stockford, chief analyst, Saddletree Research.