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.
DB Kay & Associates
Impact Learning Systems
Market Intelligence International
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.
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.
One Campus Martius, Detroit, MI 48226
Phone: 313-227-7300, 800-521-9353, www.compuware.com/changepoint
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.
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 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
YouTube: www.youtube.com/user/FinancialForce?ob=0&feature=results_main and www.youtube.com/watch?v=edU8xzJqpKM&feature=related
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.
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.
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.
Analytics plays a pivotal role in getting the Customer Experience right. SYKES uses a lot of analysis to provide the insights that support groundbreaking changes in customer engagement. Happy customers buy again, and tell colleagues. Outsourcing raises standards and improves efficiency. Outsource your customer engagement - technical support, customer service, channel management, inbound sales and community forum management. One global outsourcer serves technology companies well. For quality support, think SYKES. Real People. Real Solutions.