Fall 2011 Expo

The EXPO is the opportunity to meet one-on-one with partners to determine which products and services your organization can leverage to take your services operations to the next level of performance. From CRM solutions to call center monitoring, remote support/diagnostics to agent scheduling, knowledge management systems to PSA tools, and everything in-between, join us in the EXPO and discover the industry's best solutions that will help your service organization survive and thrive.

The following exhibitors will be present at TSW:

Aegis Global Communications
Astea International, Inc.
Bill Rose I.N.C.
Citrix Online
Convergys Corporation
CSDP Corporation
DB Kay & Associates
DG Associates
eGain Communications Corporation
Epiphany, Inc.
Frank J Rich & Associates
Impact Learning Systems
Intermec Technologies
Knowledge Accelerators
Kopin Corporation
Kotler Marketing Group
KPIT Cummins

Lionbridge Technologies, Inc.

Market Intelligence International
NetSuite OpenAir
Oracle | InQuira
Progress Software
PwC's PRTM Management Consulting
Qualtech Systems Inc.
Right Answers, Inc.

Service 800
Service Impact Group
Stone Cobra, Inc.
Support Center University
Sykes Enterprises, Incorporated
Value and Pricing Partners, LLC
The Verghis Group, Inc.
Verint Witness Actionable Solutions
Vertical Solutions
Field Technologies (Media Sponsor)
SearchCRM.com (Media Sponsor)
Technology Business Alliance of Nevada (Media Sponsor)


Aegis Global Communications
8201 Ridgepoint Drive, Irving, TX 75063
Phone: 877-892-3447, www.aegisglobal.com

Aegis is a global outsourcing services partner with two decades of leadership in total customer lifecycle management for many of the world's leading brands. Our 50, 000 employees across 50 locations in 12 countries serve 150+ clients in technology, consumer products, banking/financial services, insurance, healthcare, hospitality, telecom, manufacturing, utilities, and retail. We specialize in solutions that cover the entire spectrum of customer and business experiences. Aegis is wholly owned by the $16 billion Essar global conglomerate.


Astea Logo

Astea International Inc.
240 Gibraltar Road, Horsham, PA 19044-2306
Phone: 800-878-4657, 215-682-2500, Fax: 215-682-2515, www.astea.com

Astea International is a global provider of solutions that offer all cornerstones of service lifecycle management, including customer management, service management, asset management, reverse logistics and mobile workforce management. Astea's solutions link processes, people, parts, and data to empower your team and provide the agility you need to achieve sustainable value in less time, and successfully compete in a global economy. Since 1979, Astea helps more than 600 companies achieve new levels of service excellence.

Twitter: http://twitter.com/#!/asteaservice
Facebook: http://www.facebook.com/asteainternational
Blog: http://blog.astea.com/
Linkedin: http://www.linkedin.com/company/astea



50855 Washington Street, Suite C-218, La Quinta, CA 92253
Phone: 619-436-6018, www.billroseinc.com

Bill Rose and the Industry Network of Consultants (I.N.C.) will provide "live consulting" at their booth. Bring your questions, issues, and problems. We can help! We will be showcasing the skills and experience of several I.N.C. members who focus on service operations, social media, service marketing, and strategic service planning. We want to spend time with you to answer a simple question."What keeps you awake at night"? Stop at the booth and get real answers.







445 Georgetown Avenue, San Mateo, CA 94402
Phone: 866-425-4992, Fax: 650-579-2694, www.callcentergroup.com

Call Center Group provides strategic consulting to improve the performance of Customer Organizations — Sales, Service & Support. Evaluating the total customer experience, our strategic designs improve efficiency, reduce costs and integrate innovative technology. Founder and Principal, Sharon Pettigrew, is a well known industry expert with over 20 years experience with telecommunications and technology clients. Call Center Group Practice Areas: Operational Assessments, Home Agents, Multi-Channel Support, Audits, Customer Satisfaction, Outsourcing, Technology Selection & Implementation.


Citrix Online Logo

Citrix Online, A division of Citrix Systems, Inc.
7414 Hollister Avenue, Goleta, CA 93117
Phone: 805-690-6400, Fax: 805-690-6471, info@citrixonline.com

Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone. GoToAssist® is the #1 Web-based Remote Support platform — enabling contact center and helpdesk managers to improve customer satisfaction, increase first-time call resolution, and reduce costs. GoToManage® is the leading IT Management SaaS platform that enables IT professionals to remotely connect to, monitor, and manage servers, desktops, and network infrastructure. Learn more about GoToAssist® and GoToManage® at our booth or http://www.gotoassist.com.

Twitter: http://twitter.com/gotoassist
Facebook: https://www.facebook.com/GoToAssist


11400 Commerce Park Drive, Suite 500, Reston, VA 20191
Phone: 571-299-1800, Fax: 571-299-1805, www.clarabridge.com

Clarabridge is the leading provider of text mining software for customer experience management. Clarabridge provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International.


Compuware Corporation Logo

One Campus Martius, Detroit, MI 48226
Phone: 313-227-7300, Toll-Free: 800-521-9353, www.compuware.com

Compuware Changepoint provides automated and unified management control and visibility across critical functions in a technology company including: product management, product development, support and maintenance and services. Changepoint's solution combines our industry leading product portfolio management and professional service automation capabilities to help your organization improve its product planning and maintenance processes, ensure reliable release delivery, and flawlessly execute on service engagements, while providing executives with critical "big-picture" visibility to make informed and better business decisions.

Blog: http://www.changepoint-blog.com/
Facebook: http://www.facebook.com/compuware
LinkedIn: http://www.linkedin.com/company/compuware
Twitter: http://twitter.com/compuware


3750 Monroe Avenue, Pittsford, NY 14534
Phone: 800-747-0583

Concentrix Corporation is a global business process outsourcing company with award-winning expertise in providing clients with platforms and services to support the entire customer lifecycle. From 20 locations throughout the Philippines, China, Costa Rica, Nicaragua, the United States, United Kingdom, India and Japan, our more than 7, 000 employees support millions of transactions in multiple languages. Concentrix Corporation is a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), a Fortune 500 company. More information available at: www.concentrix.com.


1800 Lavaca Street, Suite 109, Austin, TX 78701
Phone: 877-295-8952, www.confoe.com

Confoe consulting and software services bring superior business results for field service and supply chain operations. Since 2002, we have served clients ranging from the Fortune 50 to new venture start-ups. Confoe Solutions combine the best technologies with leading industry expertise for superior ROI. Confoe solutions include: Operational Assessments and Consulting, ECO Management, Change Management, Case/Event Management (RapidCaseTM), New Product Introduction, Workforce Planning and Staffing, Reverse Logistics, Quality Function Deployment/Customer Satisfaction, and Supply Chain Alignment/Orchestration.


450 East 96th Street, Suite 300, Indianapolis, IN 46240
Phone: 888-826-6766, 888-8-CONSONA, crm.consona.com

Consona has been in business for many years, just under different names: KNOVA (once ServiceWare and Kanisa), SupportSoft, and Onyx Software. With a comprehensive set of solutions centered around knowledge management and spanning self-service, customer management, chat, communities and proactive support, Consona provides KCS Verified tools for integrated, multi-channel customer service. The only CRM vendor focused exclusively on service and support, Consona helps the Global 2000 control costs while providing a superior customer experience.

Blog: http://crm.consona.com/news-and-events/blog.aspx
Twitter: http://twitter.com/ConsonaCorp
LinkedIn: http://www.linkedin.com/companies/consona-corporation
Facebook: http://www.facebook.com/pages/Consona-Corporation/103412257305



Convergys Corporation
201 East Fourth Street, Cincinnati, OH 45201
Phone: 800-344-3000, marketing@convergys.com, www.convergys.com

Convergys Corporation is a global leader in customer care. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients. For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.

Blog: http://www.convergys.com/insights/guest/
Facebook: http://www.facebook.com/pages/Convergys/179559970785
LinkedIn: http://www.linkedin.com/company/convergys
Twitter Handle: @convergys


945 Lakeview Parkway, Vernon Hills, IL 60061
Phone: 800-635-5476, www.coveo.com

Coveo Knowledge 360 Solutions for Customer Service leverage Coveo's Enterprise Search 2.0 platform to give customer service representatives (CSR's), managers, executives and customers immediate, efficient, single-screen access to critical customer, product and issue-resolution information — regardless of where the information resides. Coveo breaks down information silos across the enterprise, increasing knowledge sharing and collaboration to drive customer satisfaction and loyalty. Learn how clients such as CA are using Coveo at www.coveo.com.

Reality Video Series: http://bit.ly/gQukd9
Blog: http://blog.coveo.com/
Twitter: http://twitter.com/coveo
Facebook: http://www.facebook.com/pages/Coveo/170185265828


CSDP Corporation
15615 Alton Parkway, Suite 310, Irvine, CA 92618
Phone: 888-741-2737, www.csdpcorp.com

CSDP is a services-led software company with solutions that can automate the entire post-sale service delivery and customer service process. We offer: An On-Demand Work Flow solution allowing you to make changes "˜on the fly' and instantly respond to business and environmental changes as they happen, flexible solutions that are tailored to your unique business requirements, instead of trying to force fit out-of the-box solution, and a single, unified view of customers and service operations.

YouTube: http://www.youtube.com/watch?v=OpOcSs2GTi4
Blog: http://www.csdpcorp.com/buzz/srm-blog.aspx
Twitter handle: CSDP_Corp
LinkedIn: http://www.linkedin.com/company/csdp-corporation


Level 5, 15 Talavera Road, North Ryde, NSW, 2113, Australia
Phone: +61 2-9023-5000, info@datacom.com.au, www.datacom.com.au/contactcentres

Operating in the Philippines, Malaysia, China, Australia and New Zealand, Datacom has a successful track record of delivering innovative, value-for-money technology-based solutions. Datacom designs and delivers customer service programs for some of the world's largest and most respected technology companies. We integrate our technology, service delivery and multi-lingual capabilities across contact center locations to create a seamless, cost effective, high quality customer service experience. Delivering a localized service creating customer advocates for our client's business.


DB Kay & Associates
18275 Knuth Road, Los Gatos, CA 95033
Phone: 408-568-3551, info@dbkay.com, www.dbkay.com

DB Kay & Associates provides training and consulting in knowledge management, self-service, and social support. DB Kay is KCS v4 Verified as a Knowledge-Centered Support consultant. DB Kay customers include Research In Motion, IBM, Alcatel-Lucent, Symantec, Yahoo!, and Intuit. DB Kay services include: KCS workshops for program team members, leaders, and coaches; technology selection; self-service improvement; metrics dashboard development and KM, social support, and self-service assessments and strategy.

Blog: http://www.dbkay.com/read-the-blog/
Twitter: @dbkayanda
LinkedIn: http://www.linkedin.com/in/dbkayanda
Facebook: https://www.facebook.com/dbkayanda


DG Associates
258 Highlands Drive, Hampstead, NC 28443
Phone: 910-270-5382, Cell: 914-552-7827, Fax: 910-270-5382, dennisg@dgassociates.net

Specialists in driving service revenues and profits through development and implementation of customer experience management (CEM) strategy and improvements in service operations. Leveraging our team of specialists in service operations and customer loyalty, we are leaders in implementing enterprise feedback management strategy. Our services include survey design, data collection, data analysis, competitive benchmarking, key account strategy and employee incentive programs. We are a qualified CEMDNA Certified Partner, which verifies our mastery of CEM best practices.


eGain Communications Corporation
345 East Middlefield Road, Mountain View, CA 94043
Phone: 800-821-4358, www.egain.com

eGain is the leading provider of cloud and on-site customer interaction software for sales, marketing, and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service and support processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform their fragmented sales engagement and customer service operations into unified knowledge-powered Customer Interaction Hubs (CIHs).



Epiphany, Inc.
12320 Barker Cypress Suite 600 - #196, Cypress, TX 77429
Phone: 713-589-4725, www.epiphanyinc.net

Epiphany has developed a Software-as-a-Service solution that provides end-to-end field service functionality combined with the full CRM and ERP functionality of NetSuite - the only pure SaaS integrated service solution. Leveraging our expertise in product development, our e-Service solution encompasses contracts management, job/project costing, dispatch and scheduling, work order processing, inventory management and more. Our goal is to assist Service organizations to deliver with confidence and service for profit! Visit www.epiphanyinc.net for more information.


Frank J Rich & Associates
14135 Palisades Drive, Poway, CA 92064
Phone: 858-513-9474, Fax: 858-513-6381, www.fjrich.com

Frank J Rich & Associates is a full service recruiting and staffing firm specializing in service and support professionals. We have successfully placed personnel throughout the US working with the Fortune 500's and start-ups. With over 10 years of experience we have what it takes to help with all of your staffing requirements.


2306 Shimmering Bay lane, Cincinnati, OH 45244
Phone: 800-950-4276, sales@goservicepro.com, www.goservicepro.com

GoServicePro with over 10 years of customer service management experience delivering successful projects with Saas, on-premise and tradition solutions designed for the SME and Enterprise Market. GoServicePro Solutions includes Customer Management, Callcenter, scheduling, Dispatching, Contract Management, Customer Web Portals, Inventory / Logistics Management, Financial Billings, Sales Management and Performance Reporting. GoServicePro is a flexible, scalable, economical solution for today's market based on the latest Microsoft technology — Silverlight and designed for fast and reliable deployment.






Impact Learning Systems
811 El Capitan Way, Suite 100, San Luis Obispo, CA 93401
Phone: 800-545-9003, Fax: 805-545-9075, info@impactlearning.com, www.impactlearning.com TSW Booth 9

Impact Learning Systems delivers TSIA's customer service and critical thinking certificate courses for frontline support professionals. Exclusive to TSIA members, the Support Staff Excellence program reinforces agent's technical abilities with the relationship and troubleshooting skills required to ensure total customer satisfaction. Available for field service and support center agents, the program delivers significant gains in service efficiency and customer satisfaction improvement. Participating companies are eligible for TSIA's Certified Support Staff Excellence Center designation for excellence in service.

Twitter: @ImpactLearning
LinkedIn: http://www.linkedin.com/company/267301?trk=tyah
YouTube: http://www.youtube.com/user/ImpactLearningTV
Blog: http://www.impactlearning.com/blog


Intermec Technologies
6001 36th Avenue West, Everett, WA 98203
Phone: 425-348-2600, Fax: 425-267-2983, www.intermec.com

Delivering superior service in a timely manner is the key to success for field-service operations. Intermec mobile computing solutions ensure that everyone in the organization — from mobile workers to management — have the most accurate and timely information available to make more informed decisions, respond faster to customers and drive higher productivity from the field.


8999 Gemini Parkway, Columbus, OH 43240
Phone: 614-431-8000, Toll-Free: 877-217-9710, www.isodxsolutions.com

Designed by support experts for support experts, ISOdx is the first and only proven software tool to proactively harness the power of change isolation for the fastest resolution of technology support issues. ISOdx advanced diagnostics gather data before issues arise and puts critical information at a support team's fingertips before the customer's first call. ISOdx reduces the time and costs associated with solving problems in any area of your customer's technology environment. www.isodxsolutions.com



PO Box 704, Princeton, NJ 08542
Phone: 609-921-2806, Toll-Free: 800-537-6378, info@kepner-tregoe.com, www.kepner-tregoe.com. Offices located throughout the world.

Kepner-Tregoe (www.kepner-tregoe.com) helps organizations achieve service excellence by acting strategically, troubleshooting quickly and effectively, and achieving sustainable results against key performance indicators. Service and support organizations worldwide use KT Resolve SM, our ITIL-recognized program of troubleshooting training, business process integration, and performance improvement, to transform their service and support functions. The systematic approach of KT's renowned processes helps people and organizations excel in the uncharted waters of new technologies, products, markets and ideas. www.kepner-tregoe.com/resolve.


Knowledge Accelerators
5403 West Gray Street, Tampa, FL 33609
Phone: 727-571-1968, www.knowledgeaccelerators.com

Knowledge Accelerators specializes in the production of Multimedia Libraries (MML) delivering lower support costs, increased adoption and satisfaction. With over 400 clients, 14 million desktops and 21 languages, MML's educate and support 'how-to' questions from right within the application. Support and Training are delivered 'Just In Time' and at the point of the users need. Ask us about our 'ZERO COST' option for your MML.


Kopin Corporation
200 John Hancock Road, Taunton, MA 02780
Phone: 831-636-5556 or 508-824-6696, www.MyGoldeni.com, www.Kopin.com

Golden-i, the world's first all weather "Hands-Free" computing-communication headset, providing full PC performance, spontaneous streaming video and document magnification (Zoom-In & Zoom-out), a virtual 15" display. Natural speech recognition in 26 languages, the active noise cancellation virtually eliminates ambient sounds under the noisiest conditions. Golden-i enables wireless access and control of virtually all digital information and Internet services.


Kotler Marketing Group
925 15th Street North West, 4th Floor, Washington D.C., 20005
Phone: 202-331-0555, www.kotlermarketing.com

Kotler Marketing Group provides training, sales tools, and research designed to help software and hardware companies defend their maintenance and support pricing. Philip Kotler, the world's foremost authority on marketing, is our Principal Associate. Our Defending Priceâ„¢ sales training and tools have helped hundreds of firms throughout the world to resist customer demands for discounts. Clients include British Telecom, Siemens Medical Solutions, Software AG, Cisco, and Riverbed Technologies to name a few.


KPIT Cummins
595 Market Street, Suite 2400, San Francisco, CA 94105
Phone: 408-330-0911, Fax: 480-330-0914, www.kpitcummins.com

KPIT Cummins, a leading IT service company, provides solutions that are tightly-coupled to clients' business outcome. KPIT's alignment as an Integrated Enterprise Service organization enables delivery offerings comprising of Business Process Services (BPS), Business Insight Services and Business Applications Services. The Enterprise Support Practice, a part of BPS, caters to a diverse clientele ranging from Fortune 500 companies to SMBs and drives service excellence through its predictable and consistent performance. For more information, refer www.kpitcummins.com.

Blog : http://blog.kpitcummins.com/
Twitter: @KPIT
Facebook: http://www.facebook.com/kpitcummins
LinkedIn: http://www.linkedin.com/company/kpit-cummins-infosystems-limited


Lionbridge Technologies, Inc.
1050 Winter Street, Suite 2300, Waltham, MA 02451
Phone: 781-434-6000, Fax: 781-434-6034, en-us.lionbridge.com

Lionbridge provides translation solutions that enable global companies to reach, engage and support global customers. Lionbridge GeoFluent unlocks the knowledge of the global enterprise with the industry's only cloud-based, customized real-time translation platform that instantly translates content and communications. GeoFluent includes a rich set of features, including an IBM-developed machine translation engine, and a proprietary Lionbridge customization solution to increase quality and usability of translation. GeoFluent products include GeoFluent Chat, GeoFluent Web and GeoFluent IM.



500 Unicorn Park Drive, Woburn, MA 01801
Phone: 781-638-9050, Toll free: 800-993-1790, Fax: 781-998-7792, www.logmein.com

With LogMeIn, organizations can support and manage remote computers and mobile devices — from smartphones to PCs and Macs — from any web browser with an Internet connection. Over 100 million devices worldwide have connected to a LogMeIn service. Users who rely on LogMeIn span the globe. Since our founding in 2003, people from nearly every country on the planet have used LogMeIn. We have established offices across time zones and hemispheres to serve you.


Market Intelligence International
52 Upper Street, Suite 204, Business Design Centre, London, N1 0QH
Phone: 320-238-9345 or +44 (0)207-226-1300, Email: cdalos@marketii.com or dheal@marketii.com, www.marketii.com

MARKETii specializes in measuring customer satisfaction and service quality through field service, call center/ technical helpdesk, depot repair and relationship surveys. Working in 35+ languages to 80+ countries, we communicate with customers via telephone and web-based surveys to gain insightful feedback on key service elements and areas to improve. Services include real-time web-based reporting, NPS, customer escalations, mystery calling, targeted sampling, benchmarking, call-recording and proactive account management to help your company deliver exemplary customer service.




NetSuite OpenAir
2955 Campus Drive, Suite 100, San Mateo, CA 94403-2511
Phone: 650-627-1000, info@netsuite.com, www.netsuite.com

NetSuite's professional services automation (PSA) and services resource planning (SRP) software helps services organizations automate and manage their business, from marketing to project management, resource management, service delivery, billing, revenue management and driving repeat business from existing clients. For global services organizations, NetSuite helps meet the challenges of global services delivery, including comprehensive support for multiple languages, currencies, taxation rules and employee work guidelines as well as real-time global visibility across their entire business.

Blog: http://www.netsuiteblogs.com/blog/professional-services/
Twitter Handle: @NetSuitePSA
Facebook Page: https://www.facebook.com/NetSuite
LinkedIn: www.NetSuite.com/LinkedIn


Oracle | InQuira
500 Oracle Parkway, Redwood City, CA 94065
Phone: 800-633-0738, www.oracle.com

With 4, 000+ customers, Oracle's Siebel CRM is the industry leader in customer service solutions, helping organizations deliver quicker, better, and more-efficient customer service, while cutting costs at all touch-points. With InQuira's best-in-class knowledge management solutions, Oracle will extend its leadership with web self-service, online customer forums and agent-assisted CRM. Together, Oracle will provide the most comprehensive, integrated suite of proven customer support solutions, delivering a highly personalized experience for every customer across all channels.







8000 Towers Crescent Drive - Suite 800, Vienna, VA 22182, USA
Phone: 703-564-7758, Fax: 703-564-7757, www.parature.com

Parature is the industry's leading provider of cloud-based customer and social engagement solutions and is used to support over 25 million end users worldwide. Parature empowers organizations to monitor and resolve a high volume of questions across multiple channels, including the growing number of conversations happening within social media channels like Facebook and Twitter.

Facebook Page: http://www.facebook.com/parature
Twitter: http://twitter.com/parature
Blog: http://blog.parature.com/


Progress Software Corporation
14 Oak Park Drive, Bedford, MA 01730
Phone: 781-280-4000, Fax: 781-280-4095, web.progress.com/en/index.html

Without actionable insight or the ability to sense and respond immediately to real time events, your business is looking in the rear view mirror. You are limited to seeing what has already passed you by. Progress Responsive Process Management (RPM) coupled with Progress Control Tower (PCT) empower you to get real-time foresight into events and supply chain disruptions, and allow you to dynamically orchestrate equipment, people, partners, inventory and shipments to exceed your customer's expectations.




PwC's PRTM Management Consulting

PwC's PRTM Management Consulting
488 Almaden Boulevard Suite 1800, San Jose, CA 95110
Phone: 408-817-3700, www.pwc.com/prtm

PwC's PRTM Management Consulting (PRTM) creates a competitive advantage for its clients by changing the way companies operate. PRTM's management consultants work with senior executives to develop and implement innovative operational strategies that deliver breakthrough results. The firm is a leader in operational strategy, supply chain, product development, and customer value management, including customer experience and service operations. For more information, visit www.pwc.com/prtm.

YouTube: http://www.youtube.com/watch?v=43b6O2I7NUg


Qualtech Systems Inc.
99 East River Drive, East Hartford, CT 06108
Phone: 860-257-8014, Fax: 860-257-8312, info@teamqsi.com, www.teamqsi.com


Qualtech Systems Inc. (QSI) provides the TEAMS® suite of software tools for diagnosing, identifying and isolating faults in technically complex equipment and systems. TEAMS® software can also reside in the system intelligence itself, providing system health status in real time. TEAMS® software provides service organizations with the capability to Diagnose before Dispatch and also with step by step Guided Troubleshooting for equipment users, service technicians and the engineering design team.


RightAnswers, Inc.
333 Thornall Street, Edison, NJ 08837
Phone: 732-396-9010, www.rightanswers.com

RightAnswers delivers cloud-based and on-premise knowledge management, self-service, and knowledge base development tools to enable enterprise organizations to optimize their support operations. The company's flagship software — RightAnswers' Unified Knowledge Platform — provides a support knowledge platform to help organizations improve support services, reduce costs and deliver a consistent, multi-channel experience including Mobile. RightAnswers' solutions are utilized by hundreds of clients and millions of users across the globe, including commercial enterprises, higher education institutions and government agencies.

Blog: http://rightanswers.wordpress.com/
Twitter: http://twitter.com/rightanswers/
Facebook: http://www.facebook.com/home.php#!/pages/RightAnswers/189017554045
LinkedIn: http://www.linkedin.com/company/rightanswers



6060 Center Drive, Suite 150, Los Angeles, CA 90045
Phone: 310-437-7300, Fax: 310-437-7307, www.sdl.com/technology

SDL helps companies engage with their customers throughout the customer journey — from brand awareness, to sales and after-sales support. SDL's Language Technologies division helps companies manage their communications with customers in different languages. The solutions ensure consistency of style and brand, automate manual processes in managing multilingual content and provide instant, automated translation of content.

Blog: http://blog.sdl.com/
Facebook: http://www.facebook.com/sdlplc
LinkedIn: http://www.linkedin.com/company/165895
Twitter: http://twitter.com/sdltechnologies

Service 800
2190 West Wayzata Boulevard, Minneapolis, MN 55356-0800
Phone: 800-475-3747, www.service800.com

Designing and administering near real-time customer satisfaction measurement surveys in over 30 languages that give you in-depth knowledge of your clients' attitudes and impressions shortly after service events or getting regular feedback from decision-makers. Our real-time web reporting and voice recordings give you the insight needed to respond smarter, improve faster, and achieve greater success. SERVICE 800 has been helping clients improve business operations for over 20 years and lists among its clients numerous Fortune companies.


Service Impact Group Logo

Service Impact Group
15217 South West Cabernet Drive, Tigard, OR 97224
Phone: 925-998-7971, jpatrice@serviceimpactgroup.com

Customer success is the key to customer loyalty. SIG can help your Support organization expand its focus to include the proactive services that will leverage customer success. SIG can help you transform your organization from a transaction based broke/fix organization to one that is focused on the elimination of exceptions through collaboration and knowledge sharing. SIG offers strategic support and leadership services that will ensure your team's success in a changing service based economy.


634 2nd Street, San Francisco, CA 94107
Phone: 415-901-6030, Toll-Free: 800-211-5868, Fax: 415-962-3230, sales@servicesource.com, www.servicesource.com

ServiceSource is the service revenue performance company. We drive increased recurring service revenue, profitability and earnings for technology-based companies. ServiceSource partners with customers to drive up renewal rates of maintenance, support and subscription contracts. Our cloud-enabled managed service consists of a suite of cloud applications, a proprietary service revenue intelligence platform and a dedicated, global renewals sales team working under our customers' brands.


53 Northwoods Road, Groton, MA 01450
Phone: 978-448-3166 www.servicexrg.com

ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations. ServiceXRG combines years of real-world service industry expertise with a unique ability to collect, analyze and present high-quality industry data. ServiceXRG provides management consulting, competitive analysis, customer satisfaction assessment, social media strategy and monitoring services. For more information visit www.servicexrg.com.


2300 Windy Ridge Parkway, 450 North Tower, Atlanta, GA 30339
Phone: 770-565-2340, Fax: 770-565-8767, www.servigistics.com

Servigistics is the world's leading software solution provider for Service Lifecycle Management (SLM). The company's award-winning SLM solutions suite enables market-leading companies across diverse industries to successfully execute a service-led growth strategy that delivers value across the entire global service supply chain. Servigistics' solutions address all the key post-sale service areas including service parts planning and pricing, field service management, service logistics, warranty management, service knowledge, remote service and content management.

Blog: http://slmhub.com/
Twitter: http://twitter.com/servigistics
Facebook: http://www.facebook.com/Servigistics
LinkedIn: http://www.linkedin.com/company/13667


65 Yigal Alon St. Tel-Aviv 67433, ISRAEL
Phone: 551-226-6069, Fax: +972-3-5615189, salesUS@softlibsw.com, www.softlibsw.com

Softlib is a leader for Knowledge delivery solutions. Knowledge collaboration and revolutionary machine learning technology helps our customers deliver superior service at lower cost by connecting users and experts with just the right knowledge on demand. Our solutions are typically up and running in a matter of days! Softlib is an international company with customers such as Cisco, Allianz, Aviva Insurance, Verint etc.


Stone Cobra, Inc.
915 Highland Pointe, Suite 160, Roseville, CA 95678
Phone: 916-797-6272, Fax: 800-465-9699, makeitwork@stonecobra.com, www.stonecobra.com

At Stone Cobra, we know that innovation is the key to creating and sustaining a competitive advantage. Stone Cobra Apps align organizations with industry best practices and market-leading technology. Stone Cobra Professional Services encompass Implementation, Project Management, and Custom Development with deep enterprise expertise successfully implementing solutions for service and support organizations. With the release of Rapid Response Email, BlackCRM, PIIT Viper and other Stone Cobra Apps, Stone Cobra is redefining world-class service and support.


Support Center University

560 Campo Way, Superior, CO 80027
Phone: 303-494-4932, info@SupportCenterU.com, www.supportcenteru.com

Providing management consulting & training services. Offering operational assessments, efficiency improvement projects, and staffing level analysis/requirements planning. Specializing in reducing customer wait times and case-handle times (therefore improving employee/customer satisfaction) through efficient design of call & email routing (including skills-based routing). SCU founder and lead-consultant Dave Brown is a recognized industry "˜guru'. He has assisted numerous companies to achieve significant improvements (20-40% typical). Past clients have achieved SSPA STAR Awards (for Most-Improved) and industry certifications.


Sykes Enterprises, Incorporated
400 North Ashley Drive, Suite 2800, Tampa, Florida 33602
Phone: 813-274-1000, Fax: 813-273-0148, www.sykes.com/ccs.aspx

For more than 30 years, leading Technology, Banking and Communications corporations have outsourced Customer Service Interactions to SYKES. Our Science of Service® approach assures the focus, consistency and operational excellence necessary to protect your brand and delight your customers — over and over again, making us your benchmark for customer care. That's why 85 percent of our clients move more and more of their customer contact work to SYKES - for a better customer experience.



1010 North Central Avenue, Glendale, CA 91202
Phone: 877-483-6769 Fax: 626-796-6662, www.tenrox.com, www.timesheet.com

Tenrox Cloud-based Professional Services Automation software (PSA software) manages your billable projects from project pipeline management, to execution, to billing, to close. Tenrox Cloud-based PSA software is a workflow-driven project management solution that automates project requests and approvals, service resource scheduling and management, time and expense reporting, project billing and invoicing, reporting and analytics. Tenrox also offers configurable cost and billing rules with full support for your time and material, fixed bid, recurring, and milestone-based projects.

Blog: http://www.talentontarget.com/
Twitter Handle: @Tenrox: http://twitter.com/#!/Tenrox
Facebook Page: https://www.facebook.com/pages/Tenrox/277265151555#!/pages/Tenrox/277265151555
LinkedIn: http://www.linkedin.com/company/tenrox



Value and Pricing Partners, LLC
23756 Sunrose Lane, Golden, CO 80401
Phone: 303-526-9084, tim@valueandpricing.com, www.valueandpricing.com

Our consultancy is a TSIA Expert Alliance Partner and leads Market Focused Pricing seminars for the AMA. Our expertise includes strategic marketing and pricing, value quantification, offering design and price management. We work with our clients to create deeper connections with customers, find new and more profitable revenues, develop breakthrough offerings and strategies, enhance sales effectiveness, and reduce and manage risk. We commit to measurable results and help drive change.



The Verghis Group, Inc.
1770 Mass. Avenue, Box 123, Cambridge, MA 02140-2808
Phone: 617-395-6613, info@verghisgroup.com, www.verghisgroup.com/about/testimonials/

More than ever, you face decisions about support strategy that take you into uncharted territory. It's time to have a chat with Phil Verghis, whom John Ragsdale calls a "brilliant strategist and innovator, " and his team. The Verghis Group works with support leaders to devise strategies and select the right approaches to turn them into huge wins. We've been there before, written the definitive works, and bring fresh perspectives to your problems.

Blog: www.verghisgroup.com/blog
Twitter: http://twitter.com/phil_verghis
Facebook: http://www.facebook.com/phil.verghis
Linkedin: http://www.linkedin.com/in/philverghis


Verint Witness Actionable Solutions
330 South Service Road, Melville, NY 11747
Phone: 631-962-9600, info@verint.com, www.verint.com

Verint® Witness Actionable Solutions® is the worldwide leader in enterprise workforce optimization (WFO) software and services. As the market's first 5th generation WFO solution, its Impact 360® suite includes quality monitoring and recording, voice of the customer analytics (including speech analytics, text analytics and customer feedback surveys), desktop and process analytics, workforce management, performance management, eLearning, and coaching. Impact 360 helps organizations improve the efficiency, cost, and quality of customer service delivery. More at www.verint.com.

Blog: http://www.verint.com/verintblog/
Twitter: http://twitter.com/Verint
Facebook: http://www.facebook.com/pages/Melville-NY/Verint/170373201361?v=wall&ref=search


Vertical Solutions
4243 Hunt Road Cincinnati, OH 45242
Phone: 513-891-7997, Fax: 513-891-8163, www.vertsol.com

Vertical Solutions, Inc. develops CRM/Contact Center and Service Management solutions, including PowerHelp® and its new generation technology solutions, VContactCenterâ„¢, for internal, external, and hybrid contact centers, and VServiceManagementâ„¢, for customer support, field service, and mobile environments. Built on 100 percent cloud-based technology platform and delivered as a service or on-premise in a private or public cloud environment, VSI's applications are flexible, integrate easily with legacy systems, and offer rapid deployment times to deliver high ROI.

Twitter: http://twitter.com/#!/Vertsol
Facebook: http://www.facebook.com/pages/Vertical-Solutions-Inc-Global/386828465277
Linkedin: http://www.linkedin.com/company/vertical-solutions-inc._53623


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Field Technologies
Knowledge Park, 5340 Fryling Road, Suite 300, Erie, PA 16510
Phone: 814-897-9000, Fax: 814-899-5582, info@fieldtechnologiesonline.com

Field Technologies is the premier resource for the optimization of your field workers, service, and assets. Field Technologies magazine and Field Technologies Online provide companies with timely information on mobile technologies that can be used to improve productivity and drive efficiency , including field service software, mobile computing hardware, fleet and asset management, RFID, and M2M. Visit us at FieldTechnologiesOnline.com. For a free subscription to Field Technologies magazine, click here.



275 Grove Street, Newton, MA 02466
Phone: 888-274-4111 Fax: 617-431-9201, www.searchcrm.com

SearchCRM.com offers decision makers a rich collection of insight on this fast-changing industry, providing valuable information needed for developing, designing and implementing CRM programs. Find all the information you need on any CRM topic — including customer service, call center management SaaS CRM, customer data management, and marketing/salesforce automation. You'll find only the most pertinent information in a unique combination of original news, expert advice, training tutorials, white papers and more http://www.searchcrm.com


Technology Business Alliance of Nevada
6955 North Durango Drive, Suite 1115-308, Las Vegas, NV 89149
Phone: 702-608-2210, Fax: 702-870-2474, www.tban.us

The Technology Business Alliance of Nevada (TBAN) is proactively fostering high technology growth in Nevada. We are a monthly networking group that brings together the technology and business communities. TBAN's primary focus is the following industries: software, telecommunications, web commerce, IT consulting, biotechnology and hardware. We also seek to provide career and professional development opportunities to information technology executives in the traditional industries such as finance, health care, hospitality, gaming, and government among many others.