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.
BILL ROSE I.N.C.
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.
Citrix GoToAssist delivers simple but powerful tools to provide fantastic support for your users - no matter where they are or what device they’re on. Use Remote Support to support PC, Mac and mobile devices; Service Desk to log and track incidents, provide end-user self-service and manage configurations; and Monitoring to manage and inventory IT networks, servers and services. Elevate your users’ support experience and out-support the competition.
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 Customer Experience Management (CEM) powered through intelligent sentiment and text analytics. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in Voice-of-the-Customer (VoC) feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include B/E Aerospace, Intuit, Dell, E.ON, Expedia, Fidelity, Sage North America, United Airlines.
One Campus Martius, Detroit, MI 48226
Phone: 313-227-7300, Toll-Free: 800-521-9353, www.compuware.com/changepointPSA
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.
Coveo redefines search and knowledge access for the customer-focused enterprise. With Coveo, agents simply find the right information they need to solve cases quickly and efficiently, every time. 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 and try Coveo for Salesforce free at www.coveo.com.
595 Market Street, Suite 2700, San Francisco, CA 94105
Phone: 866-743-2220, www.financialforce.com
FinancialForce.com is the cloud applications company. We focus 100% on building business applications for Force.com, the world’s leading cloud computing platform from Salesforce.com. Our applications include Accounting, Billing, Professional Services Automation (PSA) and Services Resource Planning (SRP). We serve fast-growing organizations as well as dynamic enterprises, helping them align Finance, Sales and Service that enables profitable growth. We are backed by two of the biggest and best players in the business, UNIT4 and Salesforce.com
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
475 10th Avenue 5th Floor New York, NY 10018
Phone: 212-609-4200, Fax: 212-609-4201, www.solutions.liveperson.com
LivePerson, Inc. (Nasdaq: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This "intelligent engagement" is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. More than 8,500 companies rely on LivePerson to increase conversions and improve customer experience.
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 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 showcase new analytics for callcentre cost reduction and culture indices to help deliver exemplary customer service.
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.
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.
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.
Customer Experience plays a pivotal role in driving acceptance and building sales in the Consumption Economics-led technology services world. Outsourcing drives performance and efficiency up. Happy customers buy again, tell colleagues, and 'like' your brand. There are lots of options to outsource customer contacts - technical support, customer service, channel management, inbound sales and community forum management. One global outsourcer serves technology customers well. For quality support with impact, think SYKES. Real People. Real Solutions.
Tenrox by PowerSteering Software is the leading cloud-based Professional Services Automation (PSA) solution for managing billable projects from pipeline management, to execution, to billing, to close. Tenrox is the only workflow-driven project management solution that automates project requests and approvals, resource scheduling and management, time and expense tracking, and project billing and invoicing. Tenrox also includes configurable cost and billing rules with full support for your time and material, fixed bid, recurring, and milestone-based projects.
9401 Indian Creek Parkway, Suite 180, Overland Park, KS 66210
Phone: 913-345-9311, www.tsanet.org
Founded in 1993, TSANet (Technical Support Alliance Network) is a global multivendor support alliance that offers the industry a mechanism to facilitate multivendor support. TSANet, a Not-For-Profit organization, provides a legal and relationship infrastructure, allowing its members to create or participate in various cooperative relationships supporting mutual customers. Membership consists of more than two hundred software and hardware companies.
Verint® (NASDAQ: VRNT) Enterprise Intelligence Solutions™ help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360 Workforce Optimization™ suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.