SSPA Announces “Recognized Innovators” Awards for Technology That Revolutionizes the Way Organizations Serve Their Customers

Apparent Networks, ATG, Citrix Online, Imera Systems, InQuira, KANA, KNOVA Software, Lithium, LogMeIn, Numara Software, QuickArrow, Satmetrix Solutions, and Talisma Honored

SAN DIEGO, October 31, 2006 –The Service & Support Professionals Association (SSPA), the largest and most influential association for technology services and support professionals, today named the winners of its inaugural SSPA Recognized Innovator program.  Product/technology vendors in each of three categories – Technology Innovation, Customer Experience Innovation and Optimization Innovation – have been honored for improving the way companies provide service and support to their customers

The 2006 SSPA Recognized Innovators in the Technology Innovation category are Apparent Networks, Citrix Online, Imera Systems and Numara Software. ATG, InQuira, KANA Software and Satmetrix Systems have been honored for Customer Experience Innovation. In the Optimization Innovation category, the SSPA named KNOVA Software, Lithium,LogMeIn, QuickArrow and Talisma.

"We received more than 35 applications from service and support technology providers companies, all of whom are innovators in their respective areas, with excellent documentation of how they enable contact centers and technical support organizations to revolutionize service to customers." said SSPA vice president of research John Ragsdale. “Each company completed a comprehensive qualification and review process, and to earn a place in the ‘winner’s circle’ is a solid achievement,” he added.

According to Ragsdale, while many areas of customer service and CRM technology are beginning to mature, a few vendors continue to deliver pure innovative products and services.

• Technology Innovation. Creating software or hardware that changes the way companies provide support. The companies recognized for Technology Innovation have developed patented technology that solves an old problem in a new way, or provides a solution to an emerging business problem.
  
  
• Customer Experience Innovation. Companies are realizing that delivering an exceptional customer experience is the greatest competitive differentiator they have. The innovative SSPA partners in the Customer Experience category are enabling unique, differentiating experiences for both business and consumer customers.
  
  
• Optimization Innovation. While much of the industry buzz focuses on new channels and bleeding edge technology, innovation is still needed for customer service and support optimization. Companies recognized for Optimization Innovation are delivering innovative approaches to cutting operational expenses and increasing productivity for technical support and field service agents.

The companies in will be showcased at the upcoming SSPA Services Leadership Conference, Nov. 12-14 in Washington, D.C.  More information on the conference can be found at www.thesspa.com.

About the SSPA
As the industry’s foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum – from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders like J.D. Power and Associates and the Wharton School of Business to create programs that benefit the industry. The SSPA is part of the Point B group of associations.  For over 16 years, Point B has successfully managed industry groups, including the Technology Professional Services Association (TPSA).  For more information, visit www.thesspa.com.