Announcing the Spring 2007 SSPA Recognized Innovator Awards


This morning at our Best Practices ConferenceI announced the winners of the Spring 2007 SSPA Recognized Innovator Awards as part of my keynote presentation. The categories for this round of awards were:

  • Analytics/Business Intelligence. Companies began embracing CRM’s “360˚view” a decade ago, and now have massive stores of customer history and interaction data, but what is missing is strong, business user targeted analysis tools to identify strategic business intelligence from the data.  Recognized Innovators offer complex analytics to derive “order from chaos,” and help companies identify key business learnings based on customer information, problem resolution statistics, or other ancillary data.
  • Web 2.0. Today’s always on, always connected internet offers a number of opportunities and challenges to customer service organizations.  Recognized Innovators in this category leverage the best of Web 2.0 features (communities, forums, Wikis) and/or Web 2.0 infrastructure (VOIP, proactive monitoring, extreme personalization) to meet the ever increasing demands of customers.
  • Offer Management. A core SSPA message in 2007 is Value Added Support, and leveraging service interactions to increase revenue is a key part of this message.  Recognized Innovators in this category enables upsell and cross-sell in a variety of customer situations (B2B and B2C) and channels (assisted and unassisted), helping support organizations increase customer wallet share and contribute to the company’s revenue goals.

Winners were selected by a panel of judges, including tech-savvy SSPA members, industry insiders (including 3 former CEOs of customer service technology vendors), and myself.  And the winners are:

Analytics/Business Intelligence
Winner (tie): InQuira
Winner (tie): KNOVA

Web 2.0
Runner Up: eVergance
Winner: Lithium

Offer Management
Runner Up: KNOVA
Winner: Talisma

Following my speech, I led an “Innovation Tour” of the Technology Services Expo, leading a group of around 30 members to each winner’s booth for a demo.  (Which was a great size considering I was competing with lunch!) It is a great way to see six demos of industry leading technology innovation in one hour!  I’m giving another tour this afternoon and hope the group will be as large and engaged as the first tour.

For more information, see the press release sent out today, and look for a piece of follow-on research I will publish with more details on each Recognized Innovator.

Explore posts in the same categories: Best Practices, Technology

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