Go BackUSA: AT&T and Stream Energy take top honours in awards
At G-Force, Genesys Telecommunications Laboratories, awarded at G-Force customers event in San Antonio the two most innovative North American companies in customer service, as selected by a group of 25 global industry analysts.
The Customer Innovations Awards program recognizes companies delivering outstanding and innovative customer service in highly dynamic environments through the use of technology.
AT&T and Stream Energy, both with Texas-based operations, are this year's winners for North America. Using technology innovatively to streamline and optimize customer service, the companies were honored for transforming their customer contact centers, increasing customer satisfaction, and improving the contact center's alignment with company business goals.
In sponsoring the awards Genesys enlisted the world's top experts in customer service to judge the entrants. Companies such as Datamonitor, Forrester Research, Frost & Sullivan, IDC and Yankee Group participated. Genesys created the Genesys Customer Innovation Awards to recognize those companies that made the greatest strides toward creating next-generation "Dynamic Contact Centers."
Finalists presented their stories to panels of independent industry analysts at the Genesys Analyst Conference held in San Francisco in January and at Alcatel-Lucent Enterprise Forum held in Paris in February. Presentations were judged and scored to obtain the rankings. The three overall criteria that determined the award level were innovation, optimization and improving the customer experience.
"The goal of the Genesys Customer Innovation Awards program is to recognize the world's most dynamic contact center environments," said Paul Segre, president and CEO, Genesys. "The winners in North America have strategically leveraged contact center solutions to achieve an optimal balance of customer traffic, internal resources and business outcomes. The most universal common thread among all of the innovators is the ability to link business issues to customer service, achieve optimization and treat the contact center as a strategic opportunity."
Finalists were recognized at G-Force San Antonio.
Date - 08/05/2008
