The 9th Annual Call Center Week
June 22 - 26, 2008, Flamingo Hotel, Las Vegas, NV
Sponsors & Exhibitors
Private Luncheon Sponsor
SAP offers market-leading customer relationship management (CRM) and business communications management (BCM) solutions that help companies drive new growth, maintain competitive agility and attain operational excellence through customer-centric processes. Delivering best-in-class front-office capabilities, the SAP® CRM application enables customers to empower their teams, delight their customers and grow their business by driving rapid user adoption and enhanced productivity. By integrating multi-channel communications with your customer-facing business processes, you can provide your customers and partners with a smooth, consistent experience across all avenues of contact, including voice, text messaging, Web contacts, and e-mail. The software helps companies empower employees with the real-time information and analysis they need to gain customer insight, acquire new customers, boost customer loyalty and build lasting relationships.
Website: www.sap.com
Luncheon Sponsors
Sento specializes in Right Channeling, a proven methodology designed to optimize customer contact solutions to enhance brand loyalty, improve customer satisfaction, drive business initiatives and reduce service costs.
Our flexible, custom solutions ensure that companies make informed choices for multi-channel communication for customer interaction that support their business goals and customer expectations.
The Benefits of Right Channeling:
- Lowers and manages service costs
- Increases customer satisfaction
- Enhances brand loyalty
- Drives business initiatives
- Provides an alternative to offshoring
- Offers dynamic and flexible communication
- Provides a proactive customer service management solution
Right Channeling gives you the power to choose the right mix of multi-channel customer communications to increase the quality of customer support while lowering costs. Through our Customer Choice Platform we offer comprehensive professional services and tools that utilize Right Channeling for customer acquisition, customer service and technical support. You can select communication channels from a range of integrated live support and web-enabled applications that combine voice, self-help, chat, email and web forums. You can also choose between free support channels and fee-based channels, which provide new revenue streams and add to your bottom-line profits
Website: www.sento.com
Contactual pioneered the use of hosted contact centers that dramatically reduce the costs of outfitting customer service, help desk, technical support and inside sales team operations by eliminating the need for premise-based infrastructure. The Contactual OnDemand Contact Center eliminates all upfront hardware and software costs; enables organizations to operate virtual contact centers with agents working from home and/or multiple sites; and unifies customer communications from phone, VoIP, voicemail, email and Web channels into one routing, queuing and tracking system for maximum efficiency. Contactual is the Red Herring 100 North America winner, 2007 CODiE Award finalist, winner of the Best of Call Center 2.0 award and Best Integration award from NetSuite; has earned the Frost & Sullivan 2005 Global Excellence in Technology Award, and TMC Labs' Customer Interaction Magazine 2005 Innovation Award. For more information, visit the website.
Website: www.contactual.com
Co-Sponsors
RightNow provides CRM software that helps consumer-oriented contact centers dramatically improve their quality of service, while reducing costs and increasing agent productivity. Our multi-channel customer service solution ties together call center and online customer service into a single solution, ensuring customers receive a seamless and consistent experience across every touch point.
Website: www.rightnow.com
Transera Communications is the first company to offer an on-demand global IP call center solution for multi-site, multi-sourced call centers. SeratelTM, Transera's software, delivered as a service, enables organizations to globalize, diversify and grow call center operations to deliver exceptional customer care with no infrastructure investment required. Transera provides an unprecedented level of visibility, control and quality management empowering organizations of any size to rapidly deploy a feature-rich call center for agents located anywhere in the world, including in-house, outsourced, remote, branch offices or at home. With Seratel, organizations can connect people, processes and information and handle any customer call, anytime and anywhere across global operations.
Website: www.transerainc.com
UCN, a provider of all-in-one, hosted contact handling services, improves the customer contact experience and the productivity of those handling the contacts. InContact® is an integrated suite of contact handling applications including contact routing, interactive menus, database integration, automated surveys/scoring analysis, reporting, monitoring, recording, administration and workforce scheduling and forecasting.
Website: www.ucn.net
Seattle, Washington-based HyperQuality is an independent contact center quality assurance services firm. HyperQuality evaluates and audits telephone, email, and chat communications between contact center professionals and customers. HyperQuality's singular focus on quality evaluations for quality assurance gives its clients the freedom to improve their contact center operations every day. Playing an integral part in HyperQuality's success is HyperView, the company's proprietary, Web-based data collection and dissemination tool. The company's methodology is proven and innovative, and data produced is valid and reliable.
Website: www.hyperquality.com
Virtual Hold Technology's virtual queuing solutions help call centers meet service level targets with reduced staffing requirements. The Virtual Hold system informs callers of their estimated wait time and gives them the choice of remaining on hold or receiving a callback when it's their turn to speak with an agent.
Virtual Hold software:
- Increases customer satisfaction
- Reduces ASA & abandons
- Improves service level
- Increases agent efficiency
- Reduces toll and labor expenses
- Improves agent morale and reduces turnover
To learn how VHT can help increase customer satisfaction while reducing costs, visit the website or call.
Tel: +877-886-8187
Website: VirtualHold.com
ResponseTek, the leader in Customer experience management, enables Global 2000 firms to grow profits by building customer advocacy and reducing customer defection. ResponseTek:CEM software captures the voice of the customer at every channel and touch point in the customer life cycle, and transforms this unstructured data into predictive business intelligence that is distributed across the enterprise. Our clients are able to systematically use the voice of the customer to drive improvements in revenue, satisfaction, customer advocacy and referenceability. Clients include Aon, HSBC, Lastminute.com, MBNA, Pacific Blue Cross and Xerox.
Website: www.responsetek.com
For over 70 years, UNICOR has been employing inmates in America's federal institutions. After years of providing quality good and services to government agencies, UNICOR now has the authority to partner with private sector firms who are sending the work off shore, or contemplating such a move. Our agents are dedicated, motivated and perform at the highest QA standards. Currently operating Directory Assistance, Inbound Help Desk, and Outbound B2B Lead Generation call centers throughout the United States, UNICOR offers a unique advantage... Domestic Outsourcing at Off Shore Prices.
Website: www.unicor.gov
AVOKE Caller Experience Analytics from BBN Technologies is the first and only solution that profiles complete end-to-end telephone interactions from the caller's perspective. Without installing any new hardware or software, our patented network platform captures the caller's experience from dialing to hang-up - including all announcements, prompts, IVRs, queues and agents - across sites, continents and outsource partners. The result is real-time insight into caller experience - and visibility of the highest impact opportunities to reduce call volume, increase self-service, reduce handle times, increase sales and improve caller satisfaction.
Chair Sponsor
Language Services Associates is a full service firm offering complete language and cultural solutions nationwide. LSA serves the nation's call centers with innovative, top quality services, and unmatched customer support. LSA is a WBE/MBE company. LSA's services include:
- INTERPRETALK®, which provides 180 languages over-the-phone, on-demand, with the same rate for all languages. INTERPRETALK® provides an easy and cost-effective way to communicate with non- English speakers.
- On-site interpreters in any language for all in-person interpreting needs.
- Certified translation, of even the most complex and sensitive documents.
- Sight translation, which provides the content of a document by sight-reading over the phone in emergency situations or when a simple overview is needed.
Website: www.LSAweb.com
Track A & Blue Sky Track Sponsor
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. For more information, please contact CallMiner by telephone or visit the website.
Tel: +(239) 689-6463
Website: www.callminer.com
Track C Chair Sponsor
Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through service excellence. Its user-friendly ePowerCenter™ and RealDialog™ solutions provide the robust capabilities companies need to deliver efficient, high-touch, and high-quality service; while ensuring consistent and accurate responses across all communication channels. Moreover, Astute's solutions capture actionable "voice of the customer" insights that lead to improved products, services and operations. By partnering with Astute Solutions, leading companies across a variety of industries achieve exceptional ROI by reducing overall interaction and operational costs, improving agent performance, retaining more customers, delivering market-leading products and services, and increasing revenue.
Website: www.astutesolutions.com
Track D Chair Sponsor
Motorola is known around the world for innovation in communications. The company develops technologies, products and services that make mobile experiences possible. Our portfolio includes communications infrastructure, enterprise mobility solutions, digital set-tops, cable modems, mobile devices and Bluetooth accessories. Motorola is committed to delivering next generation communication solutions to people, businesses and governments. A Fortune 100 company with global presence and impact, Motorola had sales of US $36.6 billion in 2007. For more information about our company, our people and our innovations, please visit http://www.motorola.com
Website: www.motorola.com
CD ROM Sponsor
Badge Sponsor
CDC Respond solutions are recognized as market-leading complaint and feedback management applications. The suite of products provides organizations of any size with a scalable complaint and feedback management infrastructure designed specifically to improve the problem resolution process and enhance the customer experience. CDC Respond solutions enable organizations to extend customer service capabilities to front-line staff, while providing extensive management information to drive change and improve business practices. The software is proven to deliver cost reductions, increased efficiencies and improved processes, services, customer retention and profitability.
Website: www.cdcrespond.com
General Sponsor
The Center For Client Retention (TCFCR), designs and conducts comprehensive customer satisfaction / loyalty measurement systems for customer service, consumer affairs and help desk contact centers. Entrevista, a division of TCFCR, assists corporations with how to best service the Latino community. TCFCR and Entrevista specialize in post contact in depth telephone interviews and Internet-based surveys, as well as mystery shopper calls and e-mails in English and Spanish.
Website: www.tcfcr.com
Exhibitors
IEX Corporation, a NICE Systems Ltd. company (NASDAQ: NICE), is a leading provider of feature-rich, scalable workforce management and performance management solutions that enable contact centers to improve planning and scheduling, enhance performance and streamline tasks. Founded in 1988, Richardson, Texas-based IEX has a strong global market presence in over 50 countries with more than 900,000 agents in over 3,000 sites. The award-winning IEX TotalView Workforce Management system is a NICE SmartCenter solution. NICE. More information is available at www.iex.com or www.nice.com/smartcenter.
CFI Group provides strategic customer satisfaction solutions. Through the application of powerful American Customer Satisfaction Index (www.theACSI.org) technology, CFI Group clients are able to monitor the satisfaction of their customers, identify the drivers of profitable customer satisfaction, and improve resource allocation to maximize financial return.
Website: www.cfigroup.com
Envision Telephony Inc. is a global, award-winning provider of software and services that improve performance from the contact center to the enterprise. The company's flexible, integrated solutions enable customers to consistently deliver legendary customer experiences by improving agent, contact center and enterprise performance. Envision's software includes analytics, performance management, workforce management and Click2Coach® (composed of Envision Quality MonitoringT and Envision eLearningT). The company's solutions are deployed across thousands of desktops in both telephony and a back-office environment. Envision offers business consulting, implementation, training and support services using a proven, ROI-driven methodology that delivers rapid and reliable results. More information can be found at the website.
Website: www.envisioninc.com
Harte-Hanks Global Address specializes in international address quality solutions. Our address quality software captures and cleanses name, address and associated data for 238 nations and territories. Solutions can be used in international and single-market implementations. And our type-ahead functionality makes it perfect for a call canter environment which will save you valuable time and money and help you to maintain the highest level of customer service. In addition, further enhancement data, including geocode coverage for up to 55 countries, enables our clients to achieve routing functionality and in-depth customer analysis. We operate from offices in the UK and the U.S. and through a worldwide network of resellers and OEM integrators.
Website: www.globaladdress.net
PreVisor, a leading provider of on demand pre-employment assessment software and employee selection solutions, helps organizations by connecting hiring decisions with business results. Following the rigorous standards of industrial-organizational psychology, PreVisor's assessment content accurately predicts on-the-job performance and supports fair hiring practices. PreVisor's solutions help streamline hiring, reduce recruiting and training costs, and improve corporate performance for clients worldwide, including more than 100 of the Fortune 500.
Website: www.previsor.com
Midwest TeleServices International Inc. (MTI) is a fully automated customer sales and service company that specializes in the inbound and outbound call center industry. MTI has been assisting Fortune 500 companies achieve their objectives and shape strong customer relationships for over a decade. We are known nationwide for delivering outstanding sales results and first-rate customer care with the highest regard for accuracy.
- 18 years of experience in providing sales and marketing services
- Specialists in selling complex products and services
- Premier providers in Business to Business and Business to Consumer
- Cutting edge quality team and low agent turnover
Website: www.mtind.com
Manufacturers have extensive inventories to track and move, a greater number of products to generate, numerous suppliers to negotiate with and quality standards to maintain. They have an increasing need to retain, acquire and satisfy customers to remain profitable. It's imperative that every link in the supply chain be managed successfully. SAS solutions deliver critical advantage by turning data into knowledge, enabling companies to develop unique demand, supply, operational and customer insights. As a result, companies improve the efficiency and effectiveness of their supply chain, manufacturing process and after-sales service network, thus maximizing profits at optimal levels of customer satisfaction.
Strategis Solutions provides an on-demand solution to customer service and help desk challenges. A solution designed for today's dynamic, global businesses. We're combining innovative new technologies and a fresh approach to deliver solutions with the agility, ease-of-use, and core capabilities to drive great customer service.
Syntellect Customer Interaction Management (CIM) solutions match your customer's needs for anytime, anywhere access with the enterprise's needs to deliver an optimized customer experience. Syntellect delivers custom self-service speech and contact center solutions utilizing our products, services, and applications along with years of vertical experience that resolve your business needs.
Website: www.syntellect.com
American Customer Care has provided superior outsourced contact center services since 1986. We combine 2000+ American staffed and based workstations, cutting edge technology and proactive Account Managers to surpass your expectations. We customize our solutions to fit your needs and never lose a client. Please stop by to say hi.
Website: www.americancustomercare.com
Mindshare provides post-call automated customer phone surveys. Data is captured and reported to the agent level. Real-time, actionable reporting is tailored to each management tier to help improve agent consistency and performance on a daily basis. All at a cost effective rate. For more information, call (800) 634-5407.
Website: www.mshare.net
Often when calling a Contact Center one hears "this call may be monitored for quality assurance purposes". The phrase - "if we get time to do it" should often be added!
Research shows that Contact Centers often purchase relatively expensive recording equipment but are not able to evaluate sufficient numbers of calls.
This is where BPA International comes in.
BPA provides resources necessary to evaluate these calls and deliver objective and accurate information in near real time.
The core business of BPA is remotely evaluating calls and providing high impact data linked directly to producing World Class Customer Service and Sales.
Website: www.bpaworldwide.com
The CXM Recording and Quality Monitoring suite from Co-nexus includes modules for call recording, PC recording, agent performance evaluation, agent coaching and customer satisfaction surveys. This integrated recording and quality monitoring suite is an essential component of the call centers quest to improve overall customer satisfaction. CXM utilizes a simple web browser interface making it the easiest recording and QM application available. Recorded data is compressed, indexed with critical call details and stored in a WAV format. For PCI (payment card industry) compliance, encryption is available. To join the CXM Family of 4, visit us in the exhibit hall or at our website.
Website: www.4cxm.com
Upstream Works provides contact center solutions for companies seeking to improve their customer service through First Call Resolution. Products such as the award winning UpStart, UpTake, and eMedia CMAS give agents the tools to handle a customer request in a single contact, and management the data and analytics to correct operational issues that impact customer care. The result is a dramatic improvement in customer satisfaction that translates to financial impact by reducing churn, reducing operational costs and increasing sales revenue. To learn more, visit the website.
Website: www.upstreamworks.com
SOAdesk is a global customer interaction consulting and technology services company. SOAdesk works with its clients to help them drive significant productivity and customer satisfaction improvements. With more than 40 engagements completed using the OpenSpan platform to deliver high performance agent desktops, SOAdesk is unsurpassed in its ability to deliver simplified and more powerful agent desktops in a matter of weeks.
Website: www.soadesk.com
Global 2000 enterprises leverage the OpenSpan Platform to integrate applications, automate business processes, extend functionality and build new composite applications in order to realize immediate value on their IT investments. OpenSpan and its partners utilize the company’s unique approach to integration to accelerate service-oriented architecture (SOA) deployments and increase enterprise desktop productivity. The award-winning OpenSpan Platform received the 2007 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine as well as the 2008 Editors’ Choice Award from Redmond magazine, the authoritative, independent voice of the Microsoft IT community.
Website: www.openspan.com
Panel Sponsor
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 quick-serve 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.txdigital.com
Workshop Sponsors
For over a decade, The Fraser Group has focused on voice of the customer research that provides actionable information to management in the areas of customer loyalty and satisfaction, customer relationship management (CRM) and employee satisfaction measurement and improvement. The Fraser Group has developed and implemented programs in the telecommunications, automotive, inbound telephone sales, inbound customer service, industrial, aerospace, financial, insurance, aerospace, healthcare, hospitality, manufacturing, and packaged goods industries. Specific program types developed by The Fraser Group include:
- Customer service call center quality monitoring
- Customer service call center customer satisfaction
- Government call center quality monitoring
- Lost customer research
- Help desk performance
- Employee satisfaction
- Customer satisfaction
- Business improvement implementation and deployment
- Guest Satisfaction
Website: www.thefrasergroup.org
VIPdesk is the award-winning pioneer of home-based virtual contact center solutions for global brand leaders committed to enhancing their brand experience. VIPdesk is proud to serve more than 60 clients in the retail, financial services, travel, consumer goods and automotive industries. Founded in 1997, VIPdesk has been continuously recognized for its growth and innovation as a multi-year recipient of the Inc. 500, Deloitte & Touche "Fast 500" and the Stevie Award for Women in Business.
Website: www.vipdesk.com