It's an undeniable fact that consumers are turning to the Web to solve their problems. While the technology to establish a robust Web self-service channel is readily available, maximizing the benefits of that software remains a challenge. Kana continues to hold onto its position as a leader in this space for the second year in a row. For the third straight year, Talisma continues to stake its claim as an industry leader. With a strong and established focus on its enterprise offering, Talisma continues to target small and midsize businesses without taking its eyes off the overall product. It became clear early in the game that RightNow Technologies was once again going to be this year's winner. As a hosted model, RightNow also has the privilege of working more closely with its clients, offering the ability to access company data, run reports, and benchmark performance.