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.
ANCILE helps our partners succeed by enabling their customers to get the most from the partners’ software applications. We do this by providing world-class learning and performance software to help employees master new business applications and processes, work efficiently, and sustain productivity. 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, ANCILE uGuide™, and ANCILE uAlign™.
1155 Perimeter Center West, Ste. 700, Atlanta, GA 30338
Phone: 770-351-9600, 855-411-APTEAN, Infor@aptean.com
Aptean provides a comprehensive set of service and support solutions built around Knova, an enterprise knowledge management application backed by advanced analytics. Solutions span self-service, agent-assisted service, authoring, spidering, and offline content. Aptean's KCS Verified tools are the choice for integrated, multi-channel customer service and support. Aptean applications and services enable 9,000+ customers, in 150+ countries, to satisfy their customers, operate most efficiently, and stay at the forefront of their industries.
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 8,000 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 intelligent Customer Experience Management (CEM) solutions for the world’s top brands, including Best Buy, Dell, E.ON, L’Oréal USA, PetSmart, United Airlines, and The Wendy's Company. Trusted by hundreds of Global 1000 companies to listen, analyze, and act on customer feedback, Clarabridge is the only comprehensive customer experience hub. Founded in 2006, Clarabridge has locations in Washington D.C., San Francisco, London, Miami, Singapore, and Barcelona. For more information, visit www.clarabridge.com.
Convergys is a global leader in customer management and technical support, delivering consistent, quality customer experiences from locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, and generate revenue through an extensive portfolio of capabilities. We are committed to delighting our clients and their customers, delivering value to our shareholders, and creating opportunities for our talented, caring employees. Visit convergys.com to learn more about us.
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.
CSS Corp is a global technology consulting and support company. More than 140 organizations leverage our expertise in cutting-edge technologies to effect strategic business transformations in Cloud, Mobility, and Technology Support. Globally CSS Corp employs in excess of 6000 people. Our innovation arm, CSS Corp Labs create platforms and solutions to accelerate IT transformation and enable faster go to market solutions for our customers.
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, email@example.com
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.
12320 Barker Cypress Suite 600 - #196, Cypress, TX 77429
Phone: 713-589-4725, www.epiphanyinc.net
Successful service business management involves getting the right people, to the right place, with the right parts, at the right time. Epiphany’s Field Service Management platform for NetSuite lets you do that with ease! Our comprehensive solutions give you the ability to manage your work orders, contracts, rentals, scheduling, project budgets, and job costing, all in one system. If you need full visibility to your people, parts and profitability, visit www.epiphanyinc.net to get started today.
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.
GeoFluent® by Lionbridge
1050 Winter Street, Suite 2300, Waltham, MA 02451
Phone: 781-434-6000, Fax: 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.
320 Nichols Street, Norwood, MA, 02062
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.
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 remote monitoring is the first and only software tool to combine sophisticated documentation and analytical capabilities for the fastest resolution of technology support issues. ISOdx remote monitoring slashes mean time to resolution (MTTR) by gathering data before issues arise and putting critical information at a support team’s fingertips before the customer’s first call. For more information, go to www.isodxsolutions.com.
6409 Fayetteville Rd., Suite 120, #325, Durham, NC 27713
Phone: 781-591-0124, www.getklever.com
Klever can help you 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 Klever Accelerator Solution. Tap into our ever-expanding library of resources while exchanging ideas and working through challenges by joining the Klever Community +Library for free.
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.
320 Summer Street, Boston, MA 02210
Phone: 800-993-1790, www.logmein.com
LogMeIn (NASDAQ:LOGM) transforms the way people work and live through secure connections to the computers, devices, data, and people that make up their digital world. The company’s cloud services free people to work from anywhere, empower organizations to securely embrace the cloud-centric workplace, give companies new ways to support connected customers, and help businesses bring next generation connected products to market. LogMeIn is headquartered in Boston, Massachusetts with offices in Australia, Hungary, India, Ireland, the Netherlands, and the UK.
Managed Maintenance, Inc.
301 Yamato Rd., Ste. 2180, Boca Raton, FL 33431
Phone: 561-869-4399, www.managedmaint.com
MMI solutions enable technology manufacturers, channel partners, distributors, and service providers to maximize service contract and equipment replacement revenues, helping end-user organizations ensure uninterrupted maintenance and support coverage. MMI offers ONEview , a globally hosted interactive web-based/ SaaS application and consulting service enabling businesses to simplify and streamline the entire process of managing IT assets, warranties, and service contracts. MMI clients maximize support contract renewal rates, increase support revenues, and gain critical business intelligence.
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, firstname.lastname@example.org, www.marketii.com
MARKETii & MARKETii Medical specialize in helping Technology Services and Medical Device organisations increase customer loyalty and improve operational effectiveness through measuring customer satisfaction and service quality. Working in 35+ languages to 80+ countries, we communicate with customers via telephone, web, sms and social media to gain insightful wide range of feedback. Services include Transactional, Professional / Managed Services, Mystery calling / listening. Output covers real-time reporting, consulting, Benchmarking, NPS, escalations, analytics and service workshops.
NetSuite's professional services automation (PSA) and services resource planning (SRP) solutions help services organizations automate and better manage their business, from 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 with comprehensive support for multiple languages, currencies, taxation rules and employee work guidelines as well as real-time global visibility. All while reducing costs and complexity.
Pretium Partners, Inc.
3240 West Henderson Road, Columbus, OH 43220
Phone: 614-457-1726, Fax: 614-442-3971, www.pretiumpartners.com
Founded in 1997, Pretium drives revenue growth by implementing effective business outcomes-based selling practices and the application of predictive analytics to identify high potential sales people. Pretium’s deliberate focus on service revenue and margin improvement has helped technology companies drive revenue from service delivery teams, dedicated service sales teams and solution teams needing to demonstrate the value of service. Clients include technology solutions providers of all sizes from around the world.
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.
634 2nd Street, San Francisco, CA 94107
Phone: 415-901-6030, 800-211-5868, Fax: 415-962-3230, www.servicesource.com
ServiceSource is the global leader in cloud-based recurring revenue management solutions. The company helps businesses drive growth and build long-standing relationships across the customer lifecycle with the industry’s most comprehensive data management, analytics, and automation capabilities. Through Renew OnDemand™, Scout® and proven services, ServiceSource delivers higher subscription, maintenance, and support revenue and improved customer retention. ServiceSource® manages $14.5 billion in recurring revenue for the world’s largest technology and B2B companies. For more information, visit www.servicesource.com.
Stone Cobra, Inc.
201 Creekside Ridge Court, Suite 100, Roseville, CA 95678
Phone: 916-797-6272, www.stonecobra.com
Stone Cobra is the foremost trusted partner for Oracle Knowledge implementations. Our customers are raving fans and our project success is unmatched by any other firm. As a Knowledge Management focused services company, we “know knowledge" and have been recognized by the Consortium for Service Innovation and TSIA as Innovators. Stone Cobra offers Solution Architecture/Technical Oversight, System Configuration, Installation/Acceptance Testing, Optimization/Process Engineering Services, Data Migration from Legacy Systems, and Technical & User Training.
900 Chesapeake Drive, 2nd Floor, Redwood City, California 94063
Phone: 650-556-9440, www.support.com
Support.com, Inc. is a leading provider of cloud software and services for technology support. 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.
Survey Anyplace combines mobile data collection, quizzes, surveys, and gamification into a single, flexible tool available off-the-shelf or completely customizable. Using the tool for employee and customer training increases product knowledge and upsell opportunities; real-time data collection and post-service surveys enhance online and customer site support, customer loyalty, and the bottom line. Survey Anyplace provides a simple tool to create an e-learning environment, with an easy way to track and reward progress.
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services, offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world, serving global leaders in major industry verticals. Sutherland employs over 30,000 professionals and has 40+ operations centers in 14 geographies globally.
Delivering the right Customer Experience for your business is made possible through SYKES. Outsource your customer support needs, achieve your goals – engineer-level technical support, customer relationship management, channel partners, inbound sales and community forums management. Options available include domestic in-center and home-based agents, and near-shore and offshore centers staffed and experienced in meeting the most demanding user support and customer engagement programs. One global outsourcer serves technology companies well – think SYKES. Real People. Real Solutions.
SYSTRAN Software, Inc.
4445 Eastgate Mall, Suite 310, San Diego, CA 92121
Phone: 858-457-1900, Fax: 858-457-0648, www.systransoft.com
SYSTRAN’s market-leading language translation software solutions empower businesses and customers to understand multilingual information in real-time and communicate more effectively in 60+ language combinations. SYSTRAN’s automatic customizable translation solutions are used to enhance customer support by delivering instant translations of knowledge base articles, websites, email and chat, search, and any other application or business initiative to improve global customer satisfaction and retention. Use of SYSTRAN’s solutions increase user productivity and time-savings while reducing costs.
Tenrox by Upland
275 Boul. Armand-Frappier Laval, Quebec Canada, H7V 4A7
Phone: 450-688-3444, Fax: 450-688-7862, www.tenrox.com
Tenrox provides workflow-driven cloud software designed to meet the challenges of managing globally dispersed services organizations and project workforces. It automates project initiation, resource management, time and expense, and reporting and analytics to enable customers to improve the management of billable projects from pipeline to close. Tenrox offers configurable cost and billing rules, including chargeback or invoicing, with certified integrations to all major CRM and accounting systems.
TOP Step Consulting
43627 Oleary Lane, South Riding, VA 20152
TOP Step Consulting improves business efficiency and productivity for Professional Services business operations. TOP Step Consulting is a leading expert in professional services automation with extensive experience in PS business operations specializing in complex global operations. They provide advisory, implementation and outsourced administration services to over 200 world-class professional services organizations across the globe. Their goal is to streamline operations, helping their customers achieve their profitability goals so they can focus on growing their business.
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.
9401 Indian Creek Parkway, Suite 180, Overland Park, KS 66210
Phone: 913-345-9311, www.tsanet.org
Sometimes customers call with problems your technical support staff can’t solve alone. TSANet (Technical Support Alliance Network) enables members to collaborate and solve problems for customers they share. TSANet, a Not-For-Profit organization, provides over 400 members a legal and operational infrastructure that can be customized to meet their unique multi vendor support needs. During 2014 TSANet launched a new member web that includes new features such as Case Exchange, Knowledge Exchange and Training exchange.
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.
Verint® is a global leader in Actionable Intelligence® solutions that enable decision makers to anticipate, respond, and take action from massive amounts of information. Verint Actionable Intelligence solutions help organizations address customer engagement optimization; security intelligence; and fraud, risk, and compliance challenges. Today, more than 10,000 organizations in over 180 countries, including over 80 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Visit www.verint.com.