The TSIA Recognized Innovator Awards recognize innovation in services technology, and are presented to partners of TSIA at our Technology Service World conferences. Partners submit applications for consideration, and case studies documenting business results are required. I announced the winners today during the closing awards ceremony at Technology Services World in Santa Clara, CA. The categories for the Spring 2010 TSIA Recognized Innovator Awards were:
- Innovation in Knowledge Management (KM). Creating, maintaining, and leveraging content to speed issue resolution and project success is not only a core process within every technical support operation, but increasingly field services and professional services are launching KM initiatives to share learnings from the field across a global operation. The Recognized Innovator in this category will provide documented case studies of how their technology and/or services are enabling service organizations to more easily publish knowledge and effectively use that knowledge to improve business results.
- Innovation in Value-Added Services. As documented in Complexity Avalanche, value-added services (VAS) programs enable customers to fully consume purchased products and services, helping them quickly receive full business value and speed the repurchase cycle. In addition, VAS programs are providing new revenue sources for budget-strapped service operations. The winner in this category will have documented case studies showing how their technology or services are being leveraged to boost service and support revenues through delivery of value-added services. Examples could include:
- Innovation in Emerging Channels. According to TSIA survey data, a quarter of TSIA support services members are leveraging video-sharing sites such as YouTube to communicate with customers, and 36% are offering some level of support via micro-blogging channels such as Twitter. Support organizations are struggling to not only identify which emerging channels to support, but there is little best-practice information available on effective customer management via social media. The Recognized Innovator in this category will provide documented case studies of how their technology and/or services are enabling services organizations to meet and exceed customer expectations for support via emerging channels without breaking the bank.
TSIA Research identified a panel of judges for the Spring 2010 Recognized Innovator Awards, including technology-savvy association members and partners, and several industry experts. The judges were: Kathleen Rege, Bluecoat Systems; David Kay, DB Kay & Associates; Chris Karp, Tektronix; Tim Matanovich, Value and Pricing Partners; Terry Clearkin, Bluecoat Systems; Liz Glagowski, 1to1 Media; Thomas Lah, TSIA; Esteban Kolsky, ThinkJar LLC; Mark Connolly, Logitech; Stacy Philippou, Intuit; Robert Guski, ADC; Melinda Schultz, Teletech; Shawn Santos, TSIA.
The Recognized Innovators for Knowledge Management are:
- Lithium. The winner in this category is Lithium. Customer-driven content in online communities is changing the way companies approach knowledge management. Lithium, the leader in customer support community platforms, is pushing the envelope on customer content with their new Tribal Knowledge Base product. Lithium’s Tribal Knowledge Base is the first knowledgebase designed to be managed and maintained by an organization’s customer base.
- Language Weaver. The finalist in this category is Language Weaver. To maximize adoption and success of self-service, knowledgebase content should be available in the native language of customers, but until now, manual translation has been too costly and time-consuming, and first-generation machine translation tools suffered from poor accuracy. Language Weaver has solved this problem with GlobalConnect, a product that plugs into knowledgebase applications and enables content managers to initiate automated translation of content articles—in one click—from within the knowledgebase application.
The Recognized Innovators for Value-Added Services are:
- nGenera CIM. The winner in this category is nGenera CIM. TSIA Partners were invited to submit innovative service programs—not just technology—for award consideration, and nGenera CIM submitted their nGen Expert Services. The nGen Expert Services program optimizes ROI and customer satisfaction by increasing the number of features used and overall business value of nGen software to the partner’s customers.
- LivePerson. The finalist in this category is LivePerson. A provider of online intelligent engagement solutions that facilitate real-time assistance and expert advice, LivePerson offers enterprise solutions that improve customer care and customer service acceptance ratings, while reducing contact center costs. LivePerson intelligent engagement solutions also help enterprises turn their call centers into profit centers by enabling online businesses to assess who—of thousands of visitors on their site—will need personalized assistance in order to drive first-contact resolution and ensure retention.
The Recognized Innovators for Emerging Channels are:
- InQuira. The winner of this category is InQuira. With four out of five Americans now using social networks, the era of social networking clearly has arrived—creating significant implications for enterprises. Today, there are compelling rewards for embracing social communities and having this new social channel tightly integrated with a central knowledge platform. The InQuira Q8 knowledge platform uniquely enables enterprises to maximize these rewards. Featuring seamless integration between social communities and knowledge collaboration, InQuira delivers a new channel of crowd-sourced knowledge.
- nGenera CIM. The finalist in this category is nGenera CIM. nGenera CIM’s nGen Social Media is a sophisticated collection of tools to identify, monitor, and respond to customer conversations on a variety of social mediums. To solve the problem of “not knowing what you don’t know,” nGen Social Media scans multiple social networking outlets using its Listening and Sentiment Analysis Platform. The platform swiftly identifies customer chatter, prioritizes the incident using sentiment-assessing technology, and routes the incident to the appropriate agent just like a traditional customer-initiated inquiry.
Each of the winners and finalists were featured on Innovation Tours. Tour attendees voted for the best demo–a seven minute overview of the technology, the innovation, and business value. The Spring 2010 Best Innovation Demo Award was presented to: InQuira.
Congratulations to all of our Recognized Innovators!