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.
Cognizant Technology Solutions
DB Kay & Associates
GeoFluent by Lionbridge
Global Partners Inc.
Impact Learning Systems
Market Intelligence International
Value and Pricing Partners
ANCILE helps our partners succeed by enabling our partners’ customers to get the most out of their software applications. We do this by providing world-class learning and performance software to help employees master new business applications and processes, work most efficiently, and sustain productivity over time. ANCILE products are used by more than 4,400 customers across the globe to support mission-critical business applications. ANCILE develops and supports ANCILE uPerform™, ANCILE uPerform™ Express, and ANCILE uAlign™.
578 Highland Colony Parkway, Paragon Centre’ Suite 300, Ridgeland, MS 39157
Phone: 601-519-0123, Fax: 601-510-9080, www.bomgar.com
Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more. More than 7,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs.
What is Bomgar? Find out in 154 seconds.
30 Leek Crescent, Suite 300, Richmond Hill, Ontario,Canada L4B 4N4
Phone: 905-886-7000, www.changepoint.com
Changepoint enables growth and improved efficiency for technology services organizations. Our market leading solution marries PSA, PPM and powerful business analytics giving services teams total operational visibility and control over the services portfolio. Services organizations can manage every aspect of their business with Changepoint from customer acquisition, services delivery, financial control and visibility. Changepoint is built for today's workforce, accessible from tablets and smart phones, and available as a SaaS or On-Premise Delivery Model.
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 real-time, intelligent, customer experience analytics and management. We enable companies to integrate and analyze all customer feedback, social media and big data in real-time. Clarabridge “plugs-in” to every channel of feedback, such as, survey, email, contact center, chat, community forums, Facebook, Twitter, social media, etc. Our software intelligently reads, analyzes, categorizes and tags the sentiment of every topic, automatically and in real-time. Visit www.clarabridge.com.
Cognizant Technology Solutions
500 Frank W. Burr Blvd, Teaneck, NJ 07666
Phone: 201-801-0233, www.cognizant.com
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses.
Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. Visit us online at www.cognizant.com.
Coveo makes companies more relevant and responsive by providing technology that delivers in real time the most relevant, context-aware information for every customer and every employee. Coveo’s search-powered technology finds case-relevant knowledge from anywhere (social, on-premise and cloud-based systems), and pushes it directly into the agent’s context: solutions to similar cases, knowledge articles, relevant communications, even experts who can help. Learn more at www.coveo.com.
DB Kay & Associates provides training and consulting in knowledge management, self-service, support strategy and measures. DB Kay is a KCS Certified trainer. DB Kay customers include IBM, Riverbed, Sage, Intuit, and Cisco. DB Kay services include KCS workshops for program team members, leaders, and coaches; support strategy consulting; technology selection; gamification; self-service improvement; support community best practices; voice of the customer programs; and metrics dashboard development.
258 Highlands Drive, Hampstead, NC 28443
Phone: 910-270-5382, Mobile: 914-552-7827, Fax: 910-270-5382, firstname.lastname@example.org
DG Associates is recognized for driving service revenues and profits through development and implementation of customer experience management (CEM) strategy and improvements for service. We leverage our team of proven worldwide service executives to drive improvements in service operations and customer loyalty. Our services include survey design, data collection, data analysis, benchmarking, key account strategy, customer engagement and employee incentive programs. We are a qualified CEMDNA Certified Partner, verifying our mastery of CEM best practices.
595 Market Street, Suite 2700, San Francisco, CA 94105
Phone: 866-743-2220, www.financialforce.com
FinancialForce.com is the cloud ERP platform for customer-centric businesses. FinancialForce ERP equips companies with powerful and versatile cloud applications that impact the top and bottom line. Our Accounting, Billing, Human Capital Management (HCM), Professional Services Automation (PSA), Revenue Recognition and Supply Chain Management (SCM) apps are built to empower businesses to satisfy customer demands at every touch point. Founded in 2009 and headquartered in San Francisco, FinancialForce.com is backed by UNIT4 and salesforce.com.
YouTube: www.youtube.com/user/FinancialForce?ob=0&feature=results_main and www.youtube.com/watch?v=edU8xzJqpKM&feature=related
71 Cody Lane, Los Altos, CA 94022
Phone: 650-559-9826, www.ftworks.com
Since 1998, FT Works has helped technology companies improve their support operations through custom consulting, coaching, and training programs. We specialize in the intersection of strategy and tactics – since support is all about execution, not pretty strategy slides – and the intersection of operations and business – maximizing support profits. Our clients say that our consultants’ decades of hands-on experience managing support organizations make them instantly credible and effective. Find out how you too can attain Smarter SupportSM.
GeoFluent® by Lionbridge
1050 Winter Street, Suite 2300, Waltham, MA 02451
Phone: 781-434-6034, www.geofluent.com
Lionbridge enables more than 800 world-leading brands to increase market share, speed product adoption and effectively engage customers in local markets worldwide. Using innovative cloud technology platforms, we help overcome global communication challenges with translation solutions specifically designed for crucial customer touch points.
GeoFluent by Lionbridge enables companies to engage with global customers with a real-time, translation solution for online communities and chat. Reduce support costs, expand your global reach and improve call center productivity.
Global Partners Inc.
One Broadway, Cambridge, MA 02142
Phone: 781-352-2460, www.globalpartnersinc.com
Global Partners is a global firm that provides training and consulting in Total Customer Focus, Value Selling, Strategic Account Management and Business Acumen. We serve clients in Technology, such as ASML, Cabot Microelectronics and ST Microelectronics; Healthcare such as GE Healthcare, Philips and Sodexo; and Industrial and Energy, such as Alstom, AREVA and Schneider Electric. We enable these and other clients to transform their relationships with their customers from good supplier to Trusted Business Partner.
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 Support Staff Excellence Award for excellence in service.
Palo Alto Headquarters
325 Lytton Avenue, Suite 200, Palo Alto, CA 94301
Phone: 877-495-3700, www.jivesoftware.com
Jive Software (JIVE) is a leader in providing customer service communities that help companies deflect calls and cases, while increasing customer satisfaction. Our customers see an average 8% call volume decrease due to deflection from their communities, according to a top-three global business consultancy. JiveX is our complete platform that integrates seamlessly with support tools, provides best-of-breed analytics, and incorporates game mechanics to drive engagement and recognition of community contributions. For more information, visit www.jivesoftware.com/customer-service-communities.
6409 Fayetteville Rd., Suite 120, #325, Durham, NC 27713
Phone: 781-591-0124, www.getklever.com
Klever can launch, manage, train and provide ongoing support and coaching to meet all your knowledge management needs. Our diagnostic & action plan will benchmark your organizations knowledge-sharing readiness and deliver a clear action plan. Jumpstart your knowledge-sharing journey by addressing specific pain points with our Rapid Productivity Improvement Plan. Tap into our ever-expanding library of resources while exchanging ideas and working through challenges with fellow Klever members in our Community.
225 Bush St Suite 1500, San Francisco, CA 94104
Phone: (415) 757-3100, www.lithium.com
Lithium helps the world’s best brands build trusted relationships with customers. More than 300 iconic brands— including AT&T, Best Buy, Indosat, Sephora, Skype and Telstra — respond on social networks and build trusted content on a community they own. The 100% SaaS-based Lithium Social Customer Experience™ platform enables brands to build and engage vibrant customer communities to drive sales, reduce service costs, accelerate innovation and grow brand advocacy.
475 10th Avenue 5th Floor New York, NY 10018
Phone: 212-609-4200, Fax: 212-609-4201, www.liveperson.com
LivePerson creates meaningful connections between brands and consumers, by delivering customer engagement solutions that help brands better understand and connect to consumers. By providing them with a rich, personalized, digital experience, whether it’s via chat, voice, video, or messages, LivePerson helps brands enhance the consumer’s digital journey, increasing brand trust and value.
Market Intelligence International
US/AMERICAS, EMEA, APAC
52 Upper Street, Suite 204, Business Design Centre, London, N1 0QH
Phone: 01144-207-226-1300, +44 (0) 207-226-1300, email@example.com, www.marketii.com
MARKETii specializes in measuring customer satisfaction and service quality for field service, callcenter/ helpdesk and depot repair. Working in 35+ languages to 80+ countries, we communicate with customers via telephone and web surveys to gain insightful feedback on key service elements and areas to improve. Services include real-time web reporting, NPS, escalations, mystery calling, benchmarking, call-recording. We will be showcasing new social media tipping point analytics and E service survey results to help keep ahead of your customers.
8300 N. Mopac, #300, Austin, TX 78759
Phone (800) 856-8600, (512) 346-8600, www.planview.com
Planview Enterprise for Services Resource Planning (SRP) is designed to optimize the service-driven business by balancing demand against delivery while you increase performance and revenue. This “next generation of PSA” integrates with your in-house and out-of-the-box CRM and ERP tools delivering specific visibility to align resources with demand; manage cross-project requirements; deploy the best teams to clients to execute programs; monitor revenue and project milestones; and simplify analysis, planning, and forecasting.
488 Almaden Boulevard, Suite 1800, San Jose, CA 95110
Phone: 408-817-3700, www.pwc.com
PwC's Customer Impact Consulting practice helps organizations achieve high performance by transforming their marketing, sales and customer service functions to support accelerated growth, increased profitability and greater operating efficiency. PwC's research, insight and innovation, global reach and delivery experience have made us a worldwide leader in the customer impact space, serving many Fortune® 100 companies across virtually all industries. For more information, visit www.pwc.com/us/advisory/customer-impact.
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.
900 Chesapeake Drive, 2nd Floor, Redwood City, California 94063
Support.com, Inc. is a leading provider of cloud-based services and software that enable technology support for a connected world. Our cloud-based Nexus® Service Platform enables companies to resolve connected technology issues quickly, boost their support productivity, and dramatically improve their customer experience. Support.com is the choice of leading communications providers including 3 of the top 5 cable companies in North America, top retailers, and other leading brands in software and connected technology.
Support for customers is vital in delivering the right Customer Experience. SYKES’ complete shoring options include home-based agents, providing agile and highly configurable support solutions. Access to talent is not limited by daily commute distances and hard-to-staff support programs are delivered with consistent high quality outcomes. Outsource your customer engagement - technical support, customer service, channel management, inbound sales and community forum management. One global outsourcer serves technology companies well – think SYKES. Real People. Real Solutions.
48 West 21st Street, Suite 1100, New York, NY 10010
Phone: 917-717-5101, www.transversal.com
Transversal’s the leading provider of knowledge solutions. Our cloud solutions improve efficiencies in contact centers for customer service, technical support and CRM integrations; we deliver self-service and increase business performance across the enterprise for employees, HR and business partners. We connect people with knowledge, ensuring agents, customers and employees alike can find the right answer 2x faster every time.
VPP won the 2012 Recognized Innovator Award for Excellence in Consulting Services. We provide diagnostic, research, training and consulting services to ratchet up business performance through better price management. Our new book, Profitable Technology Services Pricing – How to use offering design and pricing strategy to accelerate sales and increase willingness to pay, has been endorsed by 20 industry and academic leaders. (Available on Amazon) Catch the buzz and call Tim Matanovich today.