First Up at TSW: Interviews of TechBEST Best in Satisfaction Finalists
TSIA’s Technology Services World Conference opens today at the Mirage in Las Vegas at 12:45 with my interviews of the TechBEST finalists for Best in Satisfaction on the Solution Stage in the EXPO. This new awards program is an update to my old Recognized Innovator Awards, and is based on the results of my annual Member Technology Survey. In that survey, members report what products they are using and how satisfied they are with them. The three finalists for the TechBEST Best in Satisfaction award received the highest average satisfaction score from their customers in the survey.
The three finalists are:
- Aptean. Aptean (formerly Consona) provides an enterprise CRM platform, Onyx, as well as a comprehensive set of “Resolutionary” applications built around Knova, full-featured knowledge management for enterprise customer service and support. KCS Verified and especially designed to handle even complex queries across channels, Knova includes tools for knowledge authoring, self-service, assisted support, CRM, social communities, advanced analytics, and integration with Onyx and other products. Aptean applications and services enable 9,000+ customers, in 100+ countries, to satisfy their customers, operate more efficiently, and stay at the forefront of their industries. Learn more at http://www.aptean.com.
- Bomgar. Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world, including Windows, Mac, Linux, iOS, Android, BlackBerry, and more. Bomgar offers the most secure remote support solution on the market, with an appliance-based design that keeps system access and data safe and sound behind your own firewall and security measures. Bomgar also offers mobile apps that allow service desk reps to provide support from an iPhone, iPad, or Android device. More than 6,500 organizations across 65 countries use Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. For more information about Bomgar, please visit http://www.bomgar.com.
- Verint Systems. In the enterprise intelligence market, Verint® solutions help organizations use the voice of their customers to drive operational excellence, increase customer satisfaction and loyalty, and optimize enterprise performance. Verint Enterprise Workforce Optimization Solutions, including its fifth-generation Impact 360® Workforce Optimization™ suite, enable organizations to capture, analyze, and act on customer, business, and market intelligence. Verint Voice of the Customer Solutions unite customer feedback on expectations, preferences, and experiences across communication channels, enabling organizations to drive business strategies and corporate performance. Its software helps contact centers, customer sales and service operations, and financial compliance environments address a wide range of goals, including workforce performance, process adherence, product/service enhancements, business process improvements, revenue generation, cost reduction, liability management, financial/regulatory compliance, and a world-class customer experience. For more information, visit Verint at http://www.verint.com.
In today’s Solution Stage interviews, I will ask each of the finalists to talk about their approach to customer satisfaction, and give us some insight on how they garnered such high ratings from customers. On Wednesday at the closing awards ceremony, I will announce the winner, who received an average store of 4.51 on a 5 point scale (1 being “highly unsatisfied” and 5 being “highly satisfied”).
Also, don’t forget about the 2nd TechBEST Award, for Best in Show. This award is voted on by TSW attendees using the TSW mobile app, with attendees selecting the best presentation they saw by a partner in the EXPO.
Congratulations to each our finalists, and I look forward to seeing everyone for the TSW kickoff at 12:45 today in the Expo!