Contact Solutions, a Reston, Va.-based firm, is a strong believer in continuous improvement of its products, coming out of nowhere this year to take the top spot following consultant and analyst voting. It also took the top spot in four out of the six key voting criteria: its ability to customize, integration, customer satisfaction, and cost. If the company has one weakness, it’s in the variety of its delivery models. When so many other vendors are offering hosted, on-premises, and hybrid solutions, Contact Solutions focuses entirely on the hosted voice portal space, though given the current economic situation, that might not necessarily be bad.