June 14 - 18, 2010 Caesars Palace, Las Vegas, NV
Website: www.rightnow.com
RightNow is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe.
Website: www.sap.com
SAP’s contact center solutions help companies worldwide to deliver efficient, consistent and superior customer service. With the solutions, organizations can integrate multichannel communications with all their customer-facing business processes. They can more effectively manage resources across functions and locations, leverage corporate know-how, and give their customers a smooth, consistent experience across all avenues of contact, including voice, text messaging, Web, e-mail, and mobile phones.
SAP is the world's leading provider of business software(*), offering applications and services that enable companies of all sizes and in more than 25 industries to become best-run businesses. With more than 86,000 customers in over 120 countries, the company is listed on several exchanges, including the Frankfurt stock exchange and NYSE, under the symbol "SAP."
Website: www.genpact.com/contactcentersolutions
Genpact has been providing customer care services in a variety of industries around the globe since 1998. Our Contact Center Solutions, delivered from a global framework in seven major languages via customers’ channel of choice, encompasses customer service, cross- and up-sell capabilities, and collection services. Our best-in-class data analytics, used by the strongest Lean/Six Sigma team in the industry—over 9,000 certified agents—allows us to not only provide custom training to our agents, but gives us unique insight into customer behavior and preferences, allowing us to predict customer needs and proactively offer targeted promotions. To learn more: visit www.genpact.com/contactcentersolutions.
Website: www.callminer.com
CallMiner is the leader in advanced speech analytics providing business intelligence to enterprise organizations from recorded customer conversations. Eureka, the company's flagship product, is the only speech analytics solution that automatically and accurately discovers the content, context and purpose of an entire conversation and of every call, enabling companies to understand why customers call and how agents respond. With this knowledge, CallMiner customers are able to significantly improve customer service, enhance agent quality, increase sales and impact marketing effectiveness.
Firstsource offers a complete client life cycle outsourcing solution comprised of five vertical components: (1) Research and Analytics; (2) Customer Acquisition; (3) Customer Services; (4) Fulfillment and (5) Billing and Collections. We have assisted industry leaders in lowering their operating costs and more effectively managing their cash flows through our customizable outsourcing solutions.
Website: www.contactcentersofamerica.com
Contact Centers of America is a new concept in contact center services designed by industry pioneer, Joe Jacoboni, and staffed by industry veterans who understand balancing customer satisfaction in shifting economic times. CCA delivers its proprietary solution, Extreme C-Sat 2.0, through a consultative operations approach, hosted, on-demand technologies and a strategic workforce model, which uses "natural human resources" available in the United States - students, special needs individuals, retirees, stay-at-home parents and veterans, to bring jobs back to America. For more information visit www.contactcentersofamerica.com, call 1 877 999-6222 or email info@CallCCA.com.
Website: www.csgsystems.com
CSG Interactive Messaging will help you optimize your customer engagement strategies with the most complete crosschannel customer interaction management solutions on the market. Backed by our advanced customer intelligence and analytic capabilities, we'll help you acquire, retain, up-sell and increase the overall value of each customer relationship. Seamlessly integrating Inbound and Outbound Interactive Voice, SMS/text, Print/Direct Mail, Email, Web and Fax, CSG Interactive Messaging helps the world's leading companies engage their customers across multiple communication channels at lower cost, and turn more interactions into profitable transactions. No matter how you use it, our cross-channel customer interactions platform will help you:
Website: www.convergys.com/customer-intelligence
At Convergys, we know the biggest influence on brand differentiation is the customer experience. Companies must deliver memorable, positive customer interactions at every touchpoint. We apply best practices in capturing customer and employee feedback and are expert at deploying the results. Our proven delivery model is an ROI-driven approach to driving business outcomes.
Website: www.ncogroup.com
NCO is the industry leader in providing clients with successful business process outsourcing (BPO) solutions including customer relationship management, accounts receivable management, and back office for a diversified customer base. NCO's solutions support essential functions across key portions of the customer lifecycle, including acquisition, growth, care, retention, and resolution. We provide our solutions through Customer Lifecycle Management, a unique customer-driven model that delivers optimal performance, leading-edge technology, proven efficiency, and exceptional quality. NCO operates a global network of over 100 operations centers running on a centralized data platform with the flexibility to respond to a rapidly changing marketplace, and to scale operations to meet client specifications. Our clients are empowered to successfully address immediate business needs, while enabling long-term growth across the entire customer lifecycle.
Website: www.teletech.com
TeleTech is a leading provider of comprehensive Customer and Enterprise solutions. Simply put, TeleTech supports its clients’ customer lifecycle management needs by helping them target, acquire, retain, and grow their customer base; and providing seamless integration and management of customer-impacting enterprise management services that support major business tasks.
Website: www.unicor.gov
UNICOR, also known as Federal Prison Industries, was established by executive order in 1934 with the goal of employing federal inmates in productive work, and training them in valuable job skills. As a selfsustaining, self-funded government corporation, UNICOR has supplied a wide range of quality goods and services to federal agencies for over 70 years. More recently, UNICOR has been authorized to partner with private sector firms currently sending work offshore or in lieu of sending work offshore.
Website: www.mshare.net
Mindshare's Enterprise Feedback Management (EFM) tools help companies improve operations and minimize customer attrition through personal customer involvement. Mindshare's proprietary survey technology captures customer and employee feedback in real-time and immediately transforms it into actionable intelligence. With Mindshare, companies can determine the type of information they collect, who can access it, and how it's reported. Mindshare is affordable and flexible, surveys and reports can be modified on the fly, and data may be accessed from anywhere. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations.
Website: www.TheFraserGroup.org
The Fraser Group, LLC is a management-consulting firm with extensive experience in helping operations and management improve performance based on voice of the customer research. For over a decade, The Fraser Group has focused on research designs that provide actionable information to management in the areas of customer loyalty and satisfaction, customer relationship management (CRM) and employee satisfaction measurement and improvement. Clients of The Fraser Group include a winner and two site visit recipients of the Malcolm Baldrige National Quality Award.
Website: www.attensity.com
Attensity provides enterprise software applications based on deep text analysis to find, understand, and use information trapped in text to drive critical decision-making. The comprehensive suite of applications addresses social media monitoring; collective intelligence in social media and forums; voice of the customer analysis; customer response management; self-service and service portals; information retrieval and discovery; risk and compliance; and intelligence analysis. With more than 500 installations worldwide, Attensity Group's award-winning software is used by large government agencies and such innovative enterprises as Airbus, Charles Schwab, Bosch, JetBlue, Nokia Siemens Networks, Royal Bank of Canada, Travelocity and Vodafone.
Website: www.ciceroinc.com
Cicero Inc. provides software integration solutions for contact centers and other complex information environments. Cicero solutions align underlying technology with business processes, streamline user interactions, improve total productivity, assure completeness and compliance, reduce turnover, and raise knowledge-worker morale and effectiveness. Cicero's technology serves thousands knowledge workers at Merrill Lynch, Nationwide Financial, and others, large and small. In one recent implementation, Cicero integrated eight applications for nine hundred agents' desktops in just seven weeks and reduced average call times by approximately 40 seconds. The results include improved customer service and a $1 million per year operating cost reduction.
Website: www.voltdelta.com/OnDemand
VoltDelta On-Demand provides telephony-based customer care solutions with Software as a Service (SaaS) efficiency. Contact center and home agent call distribution and management , inbound and outbound voice recognition with unique CrystalWAVE technology, and voice of the customer call + agent screen recording to monitor each call through any transfer work to enhance caller satisfaction without capital investment. VoIP and TDM access currently supports over 2 Billion calls per year and tens of thousands of agent seats with 99.99% reliability.
Website: www.cctll.com
Cyber City Teleservices (CCT) provides cost-effective inbound and outbound bilingual call center services delivering exceptional sales conversions and service results through tailored offshore call center solutions. Through our award-winning PCI & ISO certified call centers located in the Philippines, Panama and Colombia coupled with leading technologies, over 3,000 motivated employees and an unshakeable focus on superior quality and sales results, CCT is the "Go-To” call center and BPO partner for a variety of industries.
Website: www.clarabridge.com
Clarabridge enables Fortune 1000 customers to transform text into valuable information to improve market research, customer care, product development, quality assurance and risk management. Clarabridge's award-winning software links the worlds of text analysis, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data-internal and external, structured and unstructured-to make better business decisions. Clarabridge's Content Mining Platform™ is the first text-mining solution to work seamlessly with standard BI applications, tools and techniques, and Clarabridge delivers the industry's only hosted text-analysis solution with its Content Mining Service™. Clarabridge is headquartered in Reston, Virginia. For more information, visit www.clarabridge.com.
Website: www.TARGUSinfo.com
TARGUSinfo delivers precise and actionable consumer insights from the moment the phone rings to enable you to acquire, retain and grow today’s high-value customers. With our realtime analytics platform and unmatched accuracy and coverage of consumer data, we enable you to identify your most valuable callers, that fuel skills-based routing, to optimize messaging and offers, prioritize and score leads in real time, remarket to lost prospects and provide a better customer experience. The result is a greater return on marketing investment —measured by increased order values, shorter call times, reduced costs, improved efficiencies and increased conversion rates.
Website: www.cfigroup.com
CFI Group conducts its measurement consulting practice worldwide, through offices on four continents. Launched in 1988 by University of Michigan professor Claes Fornell, CFI Group is headquartered in Ann Arbor, Michigan. It uses rigorous measurement science to diagnose its clients' customer relationships, resulting in exacting advice on actions that strengthen these relationships and improve clients' overall financial performance. The CFI Group methodology is used as the basis for calculating the American Customer Satisfaction Index (ACSI). CFI Group clients include Best Buy, British Telecom, U.S. Federal Government, UPS, Yahoo! and other leading companies around the world.
Website: www.txdigital.com
Building on more than 35 years of innovation, Texas Digital is proud to be a leading provider of integrated communication solutions that deliver exceptional value for the call center, cinema, distribution center, financial institution, help desk, network data center and quickserve restaurant markets. Texas Digital's QuickCOM is a leading enterprise solution that provides real-time communication of business vitals to contact centers, help desks, command centers and more. Backed by a unique Best Value Guarantee, this complete solution collects, manages and communicates up-to-the-second information to empower fact-based decisions that will improve performance, customer satisfaction and profitability.
Website: www.allegiance.com
Allegiance, Inc. offers next generation feedback management software to help organizations grow customer and employee loyalty and engagement. The Allegiance Engage Software platform facilitates survey creation and gathers responses and unsolicited comments in real-time into a centralized online system, saving time, effort and money. Allegiance solutions measure customer and employee engagement, revealing precise actions to grow engagement and increase revenue. Allegiance Enterprise Feedback Management (EFM), predictive analytics, and professional services combine to help businesses capitalize on engagement.
Website: www.bucher-suter.com
Bucher + Suter (b+s) is a global provider of contact center solutions & services. As a Value Added Reseller and Systems Integrator for Cisco Contact Centers; b+s helps companies achieve business goals by going beyond traditional voice. Bucher + Suter Software goes further to unify contact center solutions by offering an add-on suite of applications which consist of multi-channel agent desktops, universal queuing adapters and advanced mobile application integrations. b+s corporate offices are located in Bern, Switzerland and Heppenheim, Germany, with support for the Americas based in Atlanta Georgia.
Website: www.sword-ciboodle.com
Sword Ciboodle customer interaction software helps improve the way large organizations interact with their customers, driving down the overall cost to serve whilst enhancing the customer experience. Recently recognized by Forrester as the global leader in process-centric customer service solutions, Sword Ciboodle was also commended for expediting time to market by being the only vendor to score full marks in 'time-to-value' in CRM implementations. Clients that are already experiencing the tangible benefits of Sword Ciboodle, in a matter of days rather than years, include Standard Bank, Sears and Vodafone.
Website: www.inteliwise.com
InteliWISE - Better customer experience with Self Service Avatar Agents. InteliWISE delivers a cloud – based, new generation Conversational Agents providing a better user experience in customer service and ecommerce, through natural language recognition & interactive video.
InteliWISE Agents, or Web Avatars, supported by Knowledge data bases, and gifted with text-to-speech engines, can provide amazing capabilities for Enterprises who seek to lower their cost structures, provide enhanced customer service, and wish to provide fast access to query and response data bases on websites. The behavioral rich analytics provide companies with visibility into the questions customers want answered allowing for continuous process improvement. Intel Capital and several other investors have provided initial funding as well as the support for our vision, and enterprises such as Comcast, T-Mobile, Lot Airlines, and Kraft Foods have deployed our SaaS solution.
Website: www.inin.com
Interactive Intelligence is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company’s standardsbased, single-platform, all-in-one architecture was designed to eliminate the cost and complexity introduced by multipoint products. Interactive Intelligence was founded in 1994 and has over 3,000 customers worldwide.
Website: www.mtind.com
MTI is the solution for all of your outsourcing needs. We have been assisting Fortune 500 companies achieve their marketing objectives and shape customer relationships for nearly 20 years. We are known nationwide for delivering outstanding sales results and first-rate customer care with the highest regard for accuracy. Expertise and Services:
Website: www.nwdirectmarketing.com
NorthWest Direct Marketing, Inc. is a privately owner, premier provider of outsourced contact center services for top-tier industry leaders. Providing best-in-class inbound customer acquisition and customer service, outbound customer acquisition, “click” to chat and email response, NorthWest has a solid record of developing long term relationships with our client partners through the delivery of exceptional performance aligned with an unshakable focus on quality and business integrity. NorthWest has proactively added value to the relationships between our client partners and their customers for over 16 years. We proudly support the business and consumer markets in the cable, publishing, financial services, membership marketing, consumer products, telecommunications and insurance verticals. Give us a call to drive more profits to your bottom line.
Website: www.osf-global.com
OSF Global Services is a dynamic IT services and consulting provider, offering call center-dedicated solutions and services. Those services include call center integration services (service management consulting and solutions), CRM integration and implementation and customer support outsourcing (product support for European Languages and telemarketing). The company also has a strong background in IT consulting and enterprise applications that enhance business processes through unparalleled usage of technology as competitive leverage. OSF Global Services was established in 2003 and is headquartered in Quebec, Canada with development branch offices in Romania and Ukraine, and a business office in the United States. The company is ISO 9001:2008 certified and a SalesForce Registered Consulting Partner. It is also a Microsoft Gold Certified Partner, with several acknowledged specializations including the Business Solutions Provider competency for MS Dynamics CRM. Companies that can benefit from OSF’s call center integration solutions are call center outsourcers, healthcare providers, pharmacies, hotel and travel services, online merchants, big-box retailers, financial institutions and insurance providers to name a few.
Website: www.sitel.com
Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients' customer care and transaction processing needs through 60,000 associates in 27 countries. Sitel provides worldclass solutions from on-shore, nearshore and offshore locations across 155+ facilities throughout North America, South America, EMEA and Asia Pacific. The company's award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation.
Website: www.textwise.com
TextWise creates the semantic digital ‘DNA’ of documents, revealing the fundamental meaning of text. Our Semantic Signatures® create a unique ‘signature’ for every document it processes then matches similar text automatically and without using ambiguous keywords or entities. Match, categorize and link content to improve ‘findability’ across all customer support channels.
Empower your agents with the ability to find highly-relevant knowledgebase articles and/or solutions fast. Maximize efficiency and remove the guesswork needed now with keyword search engine tools. The TextWise solution improves customer satisfaction, handle time and call resolution rate.
Website: www.voiance.com
Voiance provides multilingual support in over 150 languages to companies operating customer contact centers. Voiance services facilitate improved communication between you and your customer which result in higher customer satisfaction and retention. Voiance has a comprehensive portfolio of language services including: on-demand telephone and video interpretation; document translations; and assessment and training services. In 2009, Voiance achieved a new milestone in the pursuit of quality by becoming the first Over-the-Phone Interpretation company in the United States to earn the designation of ISO 9001:2008 certified. The state-of-the art infrastructure operated by Voiance, including U.S.-based interpreter call centers, provide you with security, reliability and the ability to connect to an interpreter in 15 seconds or less.
Website: www.360crm.net
360'CRM is a CRM professional services and intellectual property provider of call center solutions, specialized in assisting our clients in optimizing customer experience and maximizing channel performance. Our key consulting services provide a full suite of Internal Call Center and/or Outsourced Vendor Management solutions; including RFI/RFP Administration and execution, Quality Monitoring, and Certified ATA-Self-Regulatory Organization (SRO) Call Center Audit capabilities. 360'CRM's specialized IT solutions enable measurable Customer Experience improvement as well as bottom-line efficiency gains across the enterprise value chain; from initial Customer Contact through End-Results Reporting.
Applied Business Technologies Website: appliedcorp.com
Applied Business Technologies is a premium supplier of industry recognized “Best of Breed” contact center software. We specialize in Speech Analytics, Workforce Management, Call Recording, IVR and IVR Customization, Post Call Survey, Performance Metric Reporting and SMS Text Messaging. Our goal is to help your organization achieve greater success though implementation of proven call center centric performance management technology products that directly affect the bottom line. In a world where rapid change is the norm and instability is a way of life, there has arisen an opportunity for introducing leading edge call center technology. Leveraging decades of technology and relationship management experience, Applied Business Technologies aspires to fill this void by partnering with world class organizations.
Website: www.envisioninc.com
Envision is an award-winning contact center solutions company offering products and services that enable organizations to deliver world-class customer service. Envision Centricity®, the company's innovative workforce optimization (WFO) platform, fully integrates Envision's landmark Click2Coach® offering (including quality monitoring and e-learning) with powerful analytics, performance and workforce management capabilities. The result is a robust and highly adaptable WFO suite designed to meet the critical and unique needs of customer-focused organizations worldwide.
Website: www.interiorconcepts.com
Interior Concepts specializes in designing and manufacturing green call center furniture that provides cost-effective utilization of floor space. Whether utilizing the available floor space to increase the number of workers, or to enhance the work area for each employee, the objective of Interior Concepts is to improve the performance and profitability of our customer. Additionally, we offer a Lifetime Warranty, complimentary space planning & project management, and the best wire/cable management system in the industry.
Website: www.liveperson.com
LivePerson is a provider of online engagement solutions that facilitate real-time assistance and expert advice. Connecting businesses and experts with consumers seeking help on the Web, LivePerson’s hosted software platform creates more relevant, compelling and personalized online experiences. Every month, LivePerson’s intelligent platform helps millions of people succeed online; more than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is headquartered in New York City.
Website: www.microautomation.com
MicroAutomation is a leading systems integrator offering call center technology solutions. Since 1991 MicroAutomation has designed, developed and implemented solutions worldwide in a variety of industries. Each solution fulfills our mission to enhance the customer experience through automation. Core services include:
Website: www.nobelbiz.com
NobelBiz is a facilities-based carrier providing value-added telecommunications services to high call-volume clients operating more than 300 contact centers and collection agencies worldwide. Focused exclusively on the collections and call center market, NobelBiz provides technology and services designed to enhance their effectiveness. Our patent pending technologies LocalTouch™ and SMRT Touch® (ATA Technovation Award recipients) are designed to increase the efficiency of collection agencies and call centers and are exclusively provided by NobelBiz. As a long distance provider, NobelBiz delivers the highest quality voice service, competitive rates and the absolute best technical support in the business.
Website: www.nuxiba.com
Nuxiba's CenterWare Suite of products are web-based contact center solutions architected for SIP and built as rich internet applications (RIA's) giving the end- users the most advanced GUI in the contact center market today. CenterWare has six major modules (1)Inbound-ACD & Skills Based-Routing (2)Outbound - Powerful Predictive Dialers (3)Blended (4)Interactive Voice Response (5)Advanced Call Recording and (6)Broadcast Messaging. Key features include CTI Integration, Advanced Reporting, Call Scripting & Multi-Channel capabilities. This is an all-in-one solution that can integrate to any PBX, but does not require one because of its built in IP-PBX that can reduce hardware costs by as much as 80%.
Website: www.virtualhold.com
Virtual Hold Technology’s patented queue management solutions enhance the customer experience and improve operational efficiencies. The Virtual Hold® software educates callers of the hold time and then offers them a choice: wait on hold or receive a callback when it’s their turn to speak with an agent. Virtual Hold keeps their place in line and initiates a callback when it’s the customer’s turn to speak with an agent.
Virtual Hold:
Website: www.clientservices.com
Client Services, Inc. is a full service receivables management and Tele-Services provider. We offer a diverse selection of call center solutions from first party, early stage to third party, post charge off recovery to a variety of customer care solutions. As a company with full call center capabilities, Client Services, Inc. has the expertise and the resources to manage the life cycle of your customer base.
Website: Www.wandy-Saas.com
Wandy is a contact center cloud application designed for SMBs and delivered by service providers as-a-service (SaaS). With no on-site installations, Wandy's unique and innovative Do-It-Yourself software solution shortens implementation time and allows for independent customer's use and maintenance. Wandy introduces significant advantages and profitable business opportunities for service providers by creating high marginal and new accumulative revenues. These additional revenues are generated from subscription fees, increased traffic, related services and infrastructure upgrades which contribute to higher customer value. Wandy helps to reduce customer churn rate, increase customer loyalty and satisfaction, and is the most advanced multi-tenant SaaS-based contact center solution in the market.
Website: www.livexchange.com
The LiveXchange HomeSourcing System. The Proven Way Home. LiveXchange is North America’s leading “homesourcing” service, chosen by a growing list of award winning call centers both as a means of cutting significant costs and improving service levels. Access to the LiveXchange network service provides your contact center with all the tools, processes, technological infrastructure and trained people you need to seamlessly supplement your internal operations with your own (not outsourced) home-based workforce. Welcome to the unique capability of going to contractxchange.com and recruiting on-line from an international pool of certified home-based agents who can be used flexibly within your daily customer operations on a simple, pay as you go, basis. It proven a great way to go for companies like Direct Energy, The Shopping Channel, British Gas Services, L’Oreal and Pizza Hut and many more….
Website: www.openspan.com
Call Centers leverage the OpenSpan Platform to integrate applications, service-enable legacy systems, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. OpenSpan is now deployed on more than 120,000 enterprise desktops, helping customers accelerate service-oriented architecture (SOA) projects and increase call center desktop productivity. The OpenSpan Platform will support more than one billion customer support calls in 2009, saving organizations more than $100 million. A venture-backed company, OpenSpan is headquartered in Alpharetta, GA.
Website: www.callcopy.com
CallCopy, a leading provider of innovative call recording and contact center solutions, is dedicated to ensuring the highest standards of customer and employee satisfaction. The award-winning, enterprise-proven cc: Discover suite delivers advanced call recording, screen capture, quality management, speech analytics, performance management, customer survey and workforce management capabilities to organizations of all sizes and industries across the globe.
CallCopy empowers these organizations to gather business intelligence, which is leveraged to maximize operational performance, reduce liability, achieve regulatory compliance and increase customer satisfaction.
For more information, visit www.callcopy.com.
Website: business.comcast.com/large/teleworker.aspx
Comcast Business Services provides a variety of services to businesses including Teleworker service, a commercial level Broadband service designed for employees based in a home office or utilizing remote access for essential business activities. With downloads speeds of up to 16Mbps and 24/7 support, Comcast Teleworker is a smart solution enabling your remote access workforce to easily and consistently communicate, interact and collaborate. Comcast, the nation's largest cable company, is a leading provider of entertainment, information and communications products and services, with 23.9 million cable customers, 15.3 million high-speed Internet customers and 7 million voice customers. Our high-speed Internet service operates across our vast network, with more than 145,000 miles of fiber. We currently serve 18 of the top 21 markets delivering multi-tier Ethernet, broadband and wideband services.
Website: www.SoundBite.com
SoundBite Communications is a leading provider of on-demand, multi-channel proactive customer communications solutions designed to transform the way organizations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Clients can leverage SoundBite’s proactive customer communications offering and expertise in designing, executing and optimizing communications strategies to engage in relevant customer interactions that deliver long-term business value. Visit SoundBite.com for more information.
Website: www.primas.net/Evolution
For over 15 years, Primas has delivered complex data integrations for contact centers, with a strong focus on CTI, IVR and Speech Application Development. This experience is leveraged in our product suite, delivering enhanced functionality to our customers, and helping them maximize the effectiveness of their existing infrastructure.
Our latest product offering, Evolution FCR, enables Second Call Treatment, by putting real-time repeat call notifications on the agent desktop at the time of the call. With this information in hand agents and supervisors are empowered to change the conversation and, ultimately, to improve first call resolution. Learn more at www.primas.net/Evolution
Website: www.adaptiveengine.com
Adaptive Engineering’s award-winning Ultimate CollaborationTM solutions are purpose built to accelerate communications across channels and geographies, helping call centers around the world deliver an ideal, total customer experience. Come on by our booth and don’t forget to check out how our SaaS solutions are a perfect fit for Work-At-Home agents. We design our applications to increase productivity by enhancing the user experience and simplifying the way agents communicate and interact, applying fresh visual metaphors to textual data, applications or systems, and decreasing the time it takes agents to learn and react to a situation. The course of action is real-time, intuitive and creates collaborative communities, making employees more efficient and work more enjoyable.
Website: www.AFFINA.com
At AFFINA, we deliver measurable results through a suite of customer contact solutions, including inbound customer care, inbound sales and order taking, analytics and market research, social media management, and fulfillment/back office processing. This unique mix, supported by our global network of operations centers, results in solutions that help our clients understand their customers and respond to their needs. Does this make AFFINA different? Absolutely. We have nearly four decades of experience at truly understanding customer care; we take the time to focus on our clients’ relationships with their customers. To learn more about AFFINA, visit www.affina.com or call 1-877-4-AFFINA.
Website: www.americancustomercare.com
American Customer Care (ACC) is a premier provider of high quality, outsourced contact center services. ACC has been successfully designing programs to meet client needs since 1986, offering a full range of services including Customer Service, Sales, Retention/Winback, Order Entry, Market Research, and Tier 1 and 2 Help Desk to name a few. With 2,000+ universal workstations across our 10 domestic-based centers, we have the resources, experience and staffing flexibility to meet our clients’ ever changing needs while keeping a watchful eye on quality, service, and cost containment. To learn more, contact Sam DiLiberto at 973-632-7514.
Website: www.iq-services.com
IQ Services – the industry’s first IVR load testing service provider – offers high quality services to help businesses get the best possible performance from contact center and communications technologies. Since 1996, IQ Services has provided telephony and contact center testing services to hundreds of enterprises worldwide—from SMBs to Fortune 100. Patented methodologies and tools go beyond component level testing to deliver end-to-end validation of performance from the customer perspective. Services include: performance and load testing, application feature testing, availability and performance monitoring and other testing services for businesses that need to know their technologies work and customers are satisfied.
Website: www.konexocc.com
Konexo Contact + Solution Center is a leading Contact Center specializing in customer care solutions where we have help our clients to improve customer satisfaction, build customer loyalty and lower operating cost. A business unit of Grupo Posadas, Latin America's largest hotel operator. Konexo is centrally located in Morelia, Michoacan with over 1,600 workstations staffed 24/7 by bilingual agents who serve as an extension of your company, we provide essential customer service solutions such as: Customer services support, Customer retention, Complaint handling, Welcome calls, Loyalty programs, sales and promotions campaigns. Our clients are companies focused on service and customer satisfaction from a wide range of industries including Airlines, Hotels, financial services, travel, entertainment, and more.
Website: www.languageline.com
Language Line Services, the world’s leading provider of language-based services, is a trusted partner to thousands of organizations whose focus is to effectively serve the rapidly expanding market of limited English speakers. The company delivers a dynamic suite of solutions spanning translation, transcription, phone and video interpretation, interpreter certification, localization and localized software and devices, enabling clients to communicate with customers in their preferred language. Through its leading-edge technology infrastructure, Language Line Services provides support for more than 170 languages to its industry-leading portfolio of clients across markets including health care, financial services, government, telecom, manufacturing, insurance, entertainment, travel, and more.
Website: www.lsaweb.com
Since 1991, Language Services Associates (LSA) has been helping facilitate foreign language communication across a variety of settings and industry segments, including healthcare, government, utilities, insurance and financial services. Founded by Laura K. T. Schriver, who still holds the title as President and CEO, LSA is committed to delivering cutting-edge language solutions and providing exceptional customer service support. LSA is proud to offer a full suite of language services, including INTERPRETALK® Interpreting by Telephone (IBT), Face-to-Face Interpreting, Video Remote Interpreting (VRI), Translation and Localization, American Sign Language (ASL) and Intercultural Consulting. For more information, please call 1-800-305-9673 or visit www.lsaweb.com.
Website: www.symphony8centers.com
Symphony8 is a high performance multilingual offshore business process outsourcing (BPO) provider that offers customer management/acquisition services, and other back office functions from its fully owned centers in several countries. We work with a broad range of clients from the small to medium to multinationals corporations. Clients look to Symphony8 as a partner delivering value-added services that have an immediate impact on revenue, and a long-term impact on brand equity. Symphony8 serves a broad range of industries with an even broader range of programs. Through our unique, value-driven approach, Symphony8 has consistently lowered costs on its client programs, while improving quality and delivering more efficient service.
Website: www.synergysolutionsinc.com
Synergy Solutions is a premier provider of outsourced contact center services focused on elevating the service experience and ensuring customer delight. Synergy specializes in both inbound and outbound customer acquisition, customer care, retention and loyalty management programs in English, Spanish and French with a network of call centers throughout the United States.
Website: www.the-connection.com
The Connection is a leading U.S.-based provider of outsourced contact services including inbound & outbound calls, email response, live web chat and IVR services. For almost 30 years, we have helped leading corporations reduce costs and optimize performance by outsourcing their sales and customer service support. Several industries we work with include: retailing, insurance, healthcare, wireless, telecommunications, broadband, catalog, non-profit, pharmaceutical, financial services and direct response television (DRTV). Our customized training, quality programs and advanced technology ensures that our highly-trained agents will optimize sales conversion results and deliver an unparalleled customer service experience. We can be reached at 1-800-883-5777 or sales@the-connection.com.
Website: www.usa800.com
USA 800, Inc. is the largest US based, 100% employee-owned, inbound customer contact center. Our mission is to make every contact count. We recognize that every customer interaction is an opportunity to grow our client’s business while creating a more loyal customer relationship. And, for over 30 years, our employee owners have been providing inbound sales, customer care and technical support functions across a cross section of industries with demonstrated higher than average results. USA 800 has been named as one of the Top 50 Inbound Call Centers by Customer Interaction Magazine. For more information, go to www.usa800.com.
Website: www.CallCustomerServ.com
With 40 years of combined outsourcing experience, CustomerServ provides unbiased and transparent assessments and recommendations of call center vendors best suited for your specific needs . We provide this service at no cost to you. We’ll spare you the vendor sales pitches and recommend partners/solutions that have the best chance for success on your outsourcing initiatives. Factors such as price point, labor quality, saturation, expertise, geography, size, technology, languages, company & country culture and many more are big influencers on a service providers potential success rate for your needs. We have an expansive and evolving knowledge base of a wide spectrum of outsourcers, both domestic and international.
Website: www.ipsforyou.com
Improved Performance Solutions is a consulting firm that specializes in developing management professionals, business teams and training structures for sales teams,call centers and customer service centers no matter how small or large. We provide the proper training to convert conversations into sales and positive customer service experiences. From Personal training for the executive or manager to management seminars and team building programs, our energetic, straight forward style of coaching and training will connect with your employees to help them to apply their new skills immediately and get the results you desire. Call us for a free consultation. 732-261-5472
Website: www.pega.com
Pegasystems, the leader in Business Process Management, provides software to drive revenue growth, productivity and agility for the world's most sophisticated organizations. Customers use our award-winning SmartBPM® suite to improve customer service, reach new markets and boost operational effectiveness.
Our patented SmartBPM technology makes enterprise applications easy to build and change by directly capturing business objectives and eliminating manual programming. SmartBPM unifies business rules and processes into composite applications that leverage existing systems – empowering businesspeople and IT staff to Build for Change®, deliver value quickly and outperform their competitors. For more information, please visit www.pega.com.
Website: www.stratasoft.com
The Stratasoft product suite consists of call center software solutions including the multi-award winning StrataDial©.VC2™ Virtual Call Center. StrataDial®.VC2™ consists of an open and highly flexible architecture which includes an advanced predictive dialer, robust inbound ACD, IVR, flexible script designer, web collaboration and home-based call center agent technology. This Stratasoft solution is available as either a customer premised based or fully hosted solution. StrataWFM® is our revolutionary web based work force management system featuring High Fidelity Forecasts™; the first fully modern approach to forecasting, eliminating all of the distortions of the 100-year-old methods used by the market leaders. StrataWFM® also features; Uniform Scheduling®, skills based forecasting, real time adherence and scheduling to name a few of the many functions.
Website: www.acspacific.com
Advanced Contact Solutions, Inc. (ACS) delivers “best in class” customer service for clients who require the highest levels of performance as well as the nimble focus of a fast growing company. Since 1996, our clients have come to rely on our domain expertise and experience to create a superior value in their offshore requirements. ACS has built long relationships with its clients and understands their needs. ACS is proud to have not lost a single client due to non performance. ACS understands that, at the end of the day, each and every contact with a customer defines our clients and their business. With 4 sites and over 4000 seats, ACS creates a delightful experience to top US Fortune 500 clients and top tiered companies in the UK, Australia and Canada – covering a wide range of verticals such as telecommunications, airline/travel, Satellite TV, financial services and health care among others. ACS is listed through Paxys, our holding company in the Philippine Stock Exchange – the first Philippine contact center to do so. ACS is an ISO 9001:2000 Quality Systems Certified company and is a proud member of the Call Centers Association of the Philippines (CCAP) as well as several international and industry- wide organizations.
Website: www.skybridgemg.com
At Skybridge, we know that “change is the only constant.” And we understand that, as the pace of change continues to accelerate, companies must ensure their ideas connect with the realities of the evolving marketplace. We believe ideas come from everywhere, which is why we work closely with our client’s internal and external resources to create ideas that fuel growth. Our businesses are focused in specific marketing disciplines: Promotion Fulfillment, Customer Service, Sweeps & Games, Direct Response Fulfillment. Our “content experts” harness technologies and certified quality processes to optimize the effect ideas can have in the evolving marketplace. For over 50 years we’ve helped clients leverage marketplace changes into growth opportunities. Using these decades of experience we help clients create ideas that improve company performance, while also guiding them to avoid risk. In essence, we’re connecting them with the future.
Website: www.bconnect.com
B-Connect is the #1 Contact Center in Mexico. We are an expert provider of Contact Center solutions with over 15 years of experience serving several Fortune 500 companies.At B-Connect we want to be your preferred nearshore contact center solution, by providing you better and less expensive ways to serve your customers. We have the flexibility and operational efficiency, to tailor our solutions to our clients’ needs, providing measurable results. Our services will allow you to reduce your operational costs and boost your business. So, focus on your business while we make sure you are never out of touch with your clients. More than a Contact Center
Website: www.SupportSquad.com
SupportSquad™ is the affordable, fast and efficient way to get 24/7 remote technical support. The service provides an all-in-one technical support solution which offers remote support to both consumers and small businesses for a wide range of consumer electronics issues. SupportSquad technicians are accessible online and by phone to help to set up or troubleshoot consumer electronics, PC-related products, business networks, video games, software installations, diagnose performance issues and more. SupportSquad covers an extensive array of over 34,000 unique devices including PC-related and consumer electronics products. To learn more visit www.SupportSquad.com.
Website: www.furstperson.com
FurstPerson develops and operates award-winning web-based hiring solutions, simulations, and assessments that help contact center organizations hire and keep the right employees. With FurstPerson as your business partner, you get the contact and call center expertise necessary to improve the probability of making the right hiring decision that enables you to reduce employee attrition and hire employees who meet and exceed your performance requirements. FurstPerson clients have improved new hire retention and job performance, with typical results ranging from 10% to 50% reductions in 0 to 90 day attrition and 5% to 20% increases in new hire job performance.
Website: www.astutesolutions.com
Astute Solutions’ software and services enable companies to create significant value through each customer interaction—in the contact center, on the Web and in the field. Astute’s award-winning CRM, knowledge management and multi-channel contact center solutions enable you to:
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