The March 2012 issue of Customer Relationship Management Magazine presents the editors’ annual Service Leader awards. Building on our success in previous contests, Cisco customer care products received awards in two categories this year.
For the first time ever, Cisco claimed the top spot among Interactive Voice Response vendors, standing out in particular for our “company direction and depth of functionality” in IVR. This award underscores Cisco’s continued success in this market, where we were recognized last summer as the world’s leading IVR vendor.
Cisco was also applauded by CRM Magazine as a “Leader” in Contact Center Infrastructure. Noted industry analyst Paul Stockford commented that, “In the past couple of years, Cisco has rocketed past the competition with a sharp focus on the future of the contact center and the demonstrated ability to deliver on its vision.”
As Stockford also notes in a recent blog, the CRM Magazine prizes are noteworthy because they aren’t “pay to play”; winners have to earn their awards.
In less than ten years, Cisco has evolved from a newcomer in the customer care industry to earn our position as a leading worldwide technology provider. While our early years in this market were focused on gaining feature-parity with the incumbents, now we are recognized as the innovators and visionaries–and our competitors are struggling to play catch-up.