"One of the goals in choosing the top products of 2000 was to find systems that do certain things exceedingly well, such as allowing organizations to take advantage of all communication channels, including the web, to improve customer interactions," according to the editors of Call Center Magazine. "Cincom Encompass proved itself to be one of these products."

The February 2001 issue of Call Center Magazine states that, "The true test of call center products, especially those that are the most complex, occurs in the lab of real life." So the fact that two of Cincom's clients, Digital Direct Services and Website Pros, were featured as case studies in recent issues of Call Center Magazine only further supports the editors' choice.

"We've received several awards in the past, but this represents a most prestigious and meaningful recognition," said Ed Lennon, general manager of Cincom's Contact Center Technology Group (CCTG). "The fact that we are being recognized as a direct result of discussions with our customers, points to the real-world value that we are delivering to our clients.

"During 2000 we delivered Unified messaging, web integration and automated response management as new components to Cincom Encompass," said Tom Morrison, marketing manager for Cincom's CCTG. "These technologies give consumers the freedom to interact with call centers as they choose. In addition, organizations are able to further extend their capabilities with web callback, web chat, Voice over Net (VON), e-mail routing and other web services. Now, companies can integrate multiple contact channels, including the telephone, e-mail, fax, voice mail and the internet into their call centers."

Cincom Encompass also offers a wide array of additional capabilities that enable it to support customer service, sales and marketing across multiple contact channels, whether inbound, outbound or blended. These capabilities include a unified agent desktop; full call management, including contact history; Computer Telephony Integration (CTI); data profiling; document imaging and archive; automated fulfillment; IVR integration; list and campaign management; personalized document creation; predictive dialing, reporting and real-time performance monitoring; sales configuration; online scripting; and workflow management.

About Call Center Magazine

The customer-care industry's number one information resource, Call Center Magazine is the only magazine dedicated to providing in-depth and unbiased product and strategic information that the powerful executives responsible for improving customer relations and retention through call centers rely upon to make purchasing decisions on the hardware, software and services critical to their success. This respected editorial attracts the largest number of readers in the call center, customer care and customer interaction market. For more information about Call Center Magazine, visit us on the World Wide Web at http://www.callcentermagazine.com.

The complete story on the Product of the Year awards can be found in the February 2001 issue of Call Center Magazine or on the web at: www.callcentermagazine.com/article/CCM20010131S0010.

About Cincom Encompass

Cincom Encompass is a multi-channel customer interaction software solution that helps organizations provide quality Customer Relationship Management (CRM) through their contact centers. Cincom Encompass helps companies win, grow and keep profitable customers by supporting sales, marketing and customer service for inbound, outbound, blended and multimedia environments. Additional information about Cincom Encompass can be found at http://www.cincom.com/encompass.

About Cincom

Cincom is a global provider of software and services for creating and managing customer relationships throughout the enterprise, and for building and maintaining adaptive e-business information systems today and into the future. Cincom serves over 5,000 clients across 93 countries. For more information about Cincom's products and services, contact Cincom at 1-800-2CINCOM, send e-mail to info@cincom.com, or visit the company's World Wide Web site at http://www.cincom.com.