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.
Sutherland Global Services
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™.
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.
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. Servicesorganizations 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 asa SaaS or On-Premise Delivery Model.
Cisco Systems, Inc.
170 West Tasman Drive, San Jose, CA 95134
Phone: 800-553-6387, learningnetwork.cisco.com
Learning@Cisco addresses the need for technical talent worldwide, providing the educational products, certifications, social communities, and consulting services necessary to accelerate productivity, opportunity, and growth, and recruit, train and evolve talent. Learning@Cisco drives the talent development needed to evolve the workforce of today to meet the demands of tomorrow with award-winning certifications and training to the first social learning community, the Cisco Learning Network, and the collaboration knowledge platform, Cisco Collaborative Knowledge.
Simplify your IT workflow with easy-to-use, online tools. From market-leading remote support to ITIL-based service desk management, Citrix GoToAssist will enhance your IT operations, drive efficiencies and reduce costs, so you can focus on delivering amazing support.
Recognized as Most Visionary Leader in Enterprise Search by Gartner, Coveo for Salesforce is the search-based app that gives agents and customers access to the most relevant, proactive, and context-aware information so they can solve issues quickly and completely. Coveo automatically pushes case-relevant knowledge from across the enterprise and beyond, directly into the agent’s or customer’s context: solutions to similar cases, knowledge articles, even experts who can help. Learn more at www.coveo.com/salesforce.
DB Kay & Associates provides training and consulting in knowledge management, self-service, support strategy and customer success. DB Kay staff are KCS Certified trainers, practitioners, and coaches. DB Kay customers include Extreme, Riverbed, Sage, Intuit, and NetApp. 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 customer experience journey mapping.
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.
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 Videos: www.youtube.com/user/FinancialForce?ob=0&feature=results_main
Force Management, LLC
10815 Sikes Place, Suite 200, Charlotte, NC 28277
Phone: 704-246-2400, forcemanagement.com
Force Management offers customized sales consulting and training services designed to help customers increase their sales revenue and improve their sales margins and market share. Force Management works with clients to solve critical business problems through strategy and execution of high-impact, comprehensive solutions that are highly differentiated in the marketplace and that consistently achieve measurable sales results.
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 and customer success operations, across the Five Layers of SupportSM: offerings, processes, people, tools, and metrics. We can design a new support portfolio, streamline processes, train the team on soft skills, implement Service Cloud, and define dashboards and scorecards. We specialize in the intersection of strategy and tactics—since success is all about execution—and the intersection of operations and business —maximizing profits.
Gainsight, the Customer Success company, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight uses predictive analytics to drive revenue from sales, usage, support, survey and other sources of external customer data. Gainsight provides a 360° view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Angie's List, Box, Castlight Health, Marketo and Informatica use Gainsight to help their customers succeed at www.gainsight.com.
Glassbeam is a machine data analytics platform for the Internet of Things (IOT). It works with product manufacturers to ingest, parse and analyze machine data that gets sent from devices in the field. Glassbeam’s analytics, along with rules/alerts and machine learning capabilities, are extremely useful to identify the root cause for any issue, to reduce mean time to resolution (MTTR), and for performing predictive maintenance. Glassbeam helps services organizations create new, value-added service offerings for customers.
Global Partners, Inc.
320 Nichols St., Norwood, MA, 02062
Phone: 781-352-2460, 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.
560 South Winchester Blvd, Suite 500, San Jose,CA95128
Phone: 408-918-3077, www.iasset.com
iasset.com is the leader in renewals management. Our cloud-based platform makes it easy to programmatically identify and manage renewals, without the need for additional headcount or complex systems. The iasset.com platform captures renewals data from disparate systems into one streamlined workflow that can be securely accessed online. The iasset.com suite of on-demand tools and training services frees renewals teams from time-consuming manual processes, enabling them to service their customers more effectively. For more information, visit www.iasset.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.
Palo Alto Headquarters
325 Lytton Avenue, Suite 200, Palo Alto, CA 94301
Phone: 877-495-3700, www.jivesoftware.com
Jive is the premier provider of modern communication and collaboration solutions for business, recognized as a leader by the industry’s top analyst firms in multiple categories. Our products enable people and organizations to work better together, using technology that adapts to their way—not the other way. The world's best companies depend on Jive to unleash the ideas and impact of their employees, partners and customers.
The Klever team is passionate about helping organizations leverage their most valuable asset—their knowledge. Assess, diagnose, baseline & benchmark your knowledge program with Klever's Enterprise Assessment. Address specific pain points with our Klever Accelerator Solution. Teach your staff why and how to share knowledge with our online training offerings or tap into our ever-expanding library of resources while exchanging ideas with leading experts by joining the Klever Community +Library.
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 St., 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.
3115 Melrose Drive, Suite 250, Carlsbad, CA 92010
Phone: 760-496-7564, www.maintenancenet.com
MaintenanceNet is the global leader in service revenue generation. Our ServiceExchange® cloud platform accelerates recurring service revenue by integrating data, automating the sales process, and innovating a world class customer experience. MaintenanceNet delivers billions of dollars in sales opportunities to the global market, while making service sales simple, predictable and repeatable.
Managed Maintenance, Inc.
301 Yamato Road, Suite 2180, Boca Raton, FL 33431
Phone: 561-869-4399, 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.
Natero helps B2B SaaS companies maximize customer lifetime value. Our Customer Success solution integrates detailed product usage data with information from across your company (e.g. CRM, support, billing), and applies state-of-the-art machine learning algorithms to predict when accounts are going to churn, when trials are likely to convert, or when accounts are ready to buy more. Advanced analytics let you explore this comprehensive view of the customer, and optimize your product and processes.
200 Homer Avenue, Ashland, MA 01721
Phone: 508-520-2711, http://www.onprocess.com
OnProcess Technology is a managed services provider specializing in complex, global service supply chain operations—the flow of people, parts and services following the sale of a product. The company’s deep expertise, technology-driven delivery and continual analytics-based process improvement, enable clients to quickly optimize efficiencies, scale operations, grow revenue and profitability, and deliver superior customer experiences. OnProcess provides services in 26 languages and operates out of seven global facilities.
Pretium Partners, Inc.
3240 West Henderson Road, Columbus, OH 43220
Phone: 614-457-1726, www.pretiumpartners.com
Since 1997 Pretium has been accelerating client revenue by creating and enabling the high value sales force. We utilize predictive analytics to accurately identify high potential sales people for hiring, internal sales role alignment and development, then teach them how to sell the business value their solutions create at the executive level. Our customized approach compliments other sales development initiatives, and our work has been a game changer for companies in over 25 countries.
Provade’s enterprise Vendor Management System (VMS) offers robust functionality, full system integration and strong mobile capabilities including native iOS and Android apps. The only Oracle VMS partner in the “BPS Powered by Oracle” program, Provade delivers extensive data warehouse and BI capabilities with flexible configuration options for temporary, contract and SOW labor management.
488 Almaden Boulevard, Suite 1800, San Jose, CA 95110
Phone: 408-817-3700, www.pwc.com
PwC's Customer 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 space, serving many Fortune® 100 companies across virtually all industries. For more information, visit http://www.pwc.com/us/en/advisory/customer/index.jhtml.
2190 West Wayzata Boulevard, Minneapolis, MN 55356
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 25 years and lists among its clients numerous Fortune companies.
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.
Unanet helps over 1,000 organizations of all sizes better manage projects, people, and financials. Delivered in the Cloud or On-Premise, Unanet customers transform performance through improved utilization, delivery, revenue, and profitability by facilitating resource planning, skills management, budgeting & planning, time & expense reporting, billing & revenue recognition, project accounting, management dashboards, and integrated financials. Short sample Unanet videos are available at: http://www.unanet.com/content/video-demonstrations
WestconGroup, Inc. is a value-added distributor of category-leading unified communications, network infrastructure, data center, cloud and security solutions with a global network of specialty resellers. The company goes to market under the Comstor and Westcon brands. Our teams create unique programs and provide exceptional financial and technical support to accelerate the business of our partners.
Workfront is a cloud-based Enterprise Work Management solution that helps IT, professional services, marketing, and other enterprise teams conquer the chaos of excessive email, redundant status meetings, and disconnected tools. Unlike single-purpose PPM products, Workfront is a centralized, easy-to-adopt solution for managing and collaborating on all types of work through the entire work lifecycle. Workfront is trusted by thousands of global enterprises like Adobe, GE, Cisco, Comcast, Trek, and REI. Follow us on Twitter @Workfront_Inc.
Zendesk is a cloud-based customer service platform. It is designed to be easy to use, easy to customize, and easy to scale. Our goal is to help bring companies and their customers closer together. We know that communication is the key to happy relationships, so we build software that makes customer conversations easy, personal and productive. Today more than 50,000 companies use Zendesk to provide service to more than 300 million people worldwide.