May 7 – 9, 2012 | Silicon Valley
TSW | EXPO
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.
The following exhibitors will be present at TSW:
Aegis Global Communications
8201 Ridgepoint Drive, Irving, TX 75063
Phone: 877-892-3447, www.aegisglobal.com
Aegis is a global outsourcing services partner with two decades of leadership in total customer lifecycle management for many of the world's leading brands. Our 50, 000 employees across 50 locations in 12 countries serve 150+ clients in technology, consumer products, banking/financial services, insurance, healthcare, hospitality, telecom, manufacturing, utilities, and retail. We specialize in solutions that cover the entire spectrum of customer and business experiences. Aegis is wholly owned by the $17 billion Essar global conglomerate.
Bomgar
578 Highland Colony Parkway, Paragon Centre, Suite 300, Ridgeland, MS 39157
Phone: 601-519-0123, Fax: 601-510-9080, www.bomgar.com
Bomgar provides the market's only secure, enterprise-class solution for remotely supporting desktops, laptops, servers, and mobile devices-all without preinstalled software. More than 6, 000 companies across 65 countries have deployed Bomgar's enterprise-class solutions to rapidly transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is privately-held with offices in Jackson, Atlanta, Washington D.C., Paris and London.
Citrix Online, A division of Citrix Systems, Inc.
7414 Hollister Avenue, Goleta, CA 93117
Phone: 805-690-6400, Fax: 805-690-6471, info@citrixonline.com www.citrixonline.com
Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone. GoToAssist® from Citrix is the market-leading remote support solution for contact centers, helpdesks and IT managers and consultants. Deliver fast, easy cloud-based support to customers and employees anywhere, anytime. Improve customer satisfaction or ensure all IT systems are up and running while reducing costs and maximizing efficiency. Learn more about GoToAssist at our booth or visit www.gotoassist.com.
Twitter: @gotoassist
Facebook: www.facebook.com/GoToAssist
Clarabridge
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 text mining software for customer experience management. Clarabridge provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International.
Clarizen
2988 Campus Drive, Suite 115, San Mateo, CA 94403
Phone: 650-227-0300, www.clarizen.com
Clarizen is cloud-based work execution software that helps services organizations better manage projects, portfolios, and resources. Clarizen provides powerful, yet easy to use environment to plan and execute project, manage human and other resources, time and expense, issue management, budget tracking, and more. Further, Clarizen offers tight integrations with other ecosystem tools like Salesforce.com and Intacct, providing an end to end solution to manage service deployments. Sign up for a free 30-day trial at Clarizen.com.
Compuware
One Campus Martius, Detroit, MI 48226
Phone: 313-227-7300, Toll-Free: 800-521-9353, www.compuware.com
Compuware Changepoint provides automated and unified management control and visibility across critical functions in a technology company including: product management, product development, support and maintenance and services. Changepoint’s solution combines our industry leading product portfolio management and professional service automation capabilities to help your organization improve its product planning and maintenance processes, ensure reliable release delivery, and flawlessly execute on service engagements, while providing executives with critical “big-picture” visibility to make informed and better business decisions.
Blog: www.changepoint-blog.com/
Facebook: www.facebook.com/compuware
LinkedIn: www.linkedin.com/company/compuware
Twitter: @compuware
Consona
450 East 96th Street, Suite 300, Indianapolis, IN 46240
Phone: 888-826-6766, 888-8-CONSONA, crm.consona.com
Consona has been in business for many years—just under different names: KNOVA (once ServiceWare and Kanisa), SupportSoft, and Onyx Software. With a comprehensive set of solutions centered around knowledge management and spanning self-service, customer management, chat, communities and proactive support, Consona provides KCS Verified tools for integrated, multi-channel customer service. The only CRM vendor focused exclusively on service and support, Consona helps the Global 2000 control costs while providing a superior customer experience.
Blog: crm.consona.com/news-and-events/blog.aspx
Twitter: @ConsonaCorp
LinkedIn: www.linkedin.com/companies/consona-corporation
Facebook: www.facebook.com/pages/Consona-CRM/48764797502
Coveo
945 Lakeview Parkway, Vernon Hills, IL 60061
Phone: 800-635-5476, www.coveo.com
Coveo Knowledge 360 Solutions for Customer Service leverage Coveo's Enterprise Search 2.0 platform to give customer service representatives (CSR's), managers, executives and customers immediate, efficient, single-screen access to critical customer, product and issue-resolution information — regardless of where the information resides. Coveo breaks down information silos across the enterprise, increasing knowledge sharing and collaboration to drive customer satisfaction and loyalty. Learn how clients such as CA are using Coveo at www.coveo.com.
Reality Video Series: bit.ly/gQukd9
Blog: blog.coveo.com/
Twitter: @coveo
Facebook: www.facebook.com/pages/Coveo/170185265828
CSS Corporation
3031 Tisch Way, Suite 1002, San Jose, CA 94128
Phone: 408-615-5700, Fax: 408-615-5707, www.csscorp.com, marketing.css@csscorp.com
CSS Corp is a global information and communications technology company with an impeccable record for designing, developing, deploying and managing end-to-end IT and network services. From application development, testing and optimization through to enterprise-level cloud enablement and round the clock technical support services, CSS Corp provides a truly impressive range of quality services that focus on delivering strategic value and operational efficiency for its customers.
Datacom
Level 5, 15 Talavera Road, North Ryde, NSW, 2113, Australia
Phone: +61 2-9023-5000, www.datacomgroup.net, info@datacomgroup.net
Operating in the Philippines, Malaysia, China, Australia and New Zealand, Datacom has a successful track record of delivering innovative, value-for-money technology-based solutions. Datacom designs and delivers customer service programs for some of the world's largest and most respected technology companies. We integrate our technology, service delivery and multi-lingual capabilities across contact center locations to create a seamless, cost effective, high quality customer service experience. Delivering a localized service creating customer advocates for our client's business.
DB Kay & Associates, Inc.
18275 Knuth Road, Los Gatos, CA 95033
Phone: 408-568-3551, info@dbkay.com, www.dbkay.com
DB Kay & Associates provides training and consulting in knowledge management, self-service, support strategy and measures. DB Kay is KCS Verified as a Knowledge-Centered Support consultant. DB Kay customers include IBM, Riverbed, Alcatel-Lucent, Symantec, Yahoo!, and Intuit. DB Kay services include KCS workshops for program team members, leaders, and coaches; support strategy consulting; technology selection; self-service improvement; support community best practices; voice of the customer programs; and metrics dashboard development.
Blog: www.dbkay.com/read-the-blog/
Twitter: @dbkayanda
LinkedIn: www.linkedin.com/in/dbkayanda
Facebook: www.facebook.com/dbkayanda
DG Associates
258 Highlands Drive, Hampstead, NC 28443
Phone: 910-270-5382, Cell: 914-552-7827, Fax: 910-270-5382, dennisg@dgassociates.net
DG Associates, since 2005, has been driving service revenues and profits through development and implementation of customer experience management (CEM) strategy and improvements for service operations. 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 and employee incentive programs. We are a qualified CEMDNA Certified Partner, verifying our mastery of CEM best practices.
Financial Force
900 Concar Dr, San Mateo, CA 94402
FinancialForce.com, inc.
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.
FT Works
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.
Impact Learning Systems
811 El Capitan Way, Suite 100, San Luis Obispo, CA 93401
Phone: 800-545-9003, Fax: 805-545-9075, info@impactlearning.com, www.impactlearning.com TSW Booth 9
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 Certified Support Staff Excellence Center designation for excellence in service.
Twitter: @ImpactLearning
LinkedIn: www.linkedin.com/company/267301?trk=tyah
YouTube: www.youtube.com/user/ImpactLearningTV
Blog: www.impactlearning.com/blog
ISOdx
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 is the first and only proven software tool to proactively harness the power of change isolation for the fastest resolution of technology support issues. ISOdx advanced diagnostics gather data before issues arise and puts critical information at a support team's fingertips before the customer's first call. ISOdx reduces the time and costs associated with solving problems in any area of your customer's technology environment. www.isodxsolutions.com
Kepner-Tregoe
PO Box 704, Princeton, NJ 08542
Phone: 609-921-2806, Toll-Free: 800-537-6378, info@kepner-tregoe.com, www.kepner-tregoe.com.
Offices located throughout the world.
Kepner-Tregoe (www.kepner-tregoe.com) helps organizations achieve service excellence by acting strategically, troubleshooting quickly and effectively, and achieving sustainable results against key performance indicators. Service and support organizations worldwide use KT Resolve SM—our ITIL-recognized program of troubleshooting training, business process integration, and performance improvement—to transform their service and support functions. The systematic approach of KT's renowned processes helps people and organizations excel in the uncharted waters of new technologies, products, markets and ideas. www.kepner-tregoe.com/resolve.
Liveperson
462 7th Avenue, 3rd Floor, New York, NY 10018
Phone: 212-609-4200, Fax: 212-609-4201, www.solutions.liveperson.com
LivePerson creates meaningful, real time customer connections that help businesses increase conversions and improve consumer experience. Our platform enables businesses to pro-actively connect with consumers through chat, voice, and content delivery, across multiple channels and screens, including websites, social media, and mobile devices. Our intelligence is derived from a broad set of consumer and business data. Each interaction is based on proprietary analytics and a real time understanding of customer needs and business objectives.
Facebook: www.facebook.com/LivePersonInc
Twitter: @livepersoninc
Market Intelligence International
EMEA US/SA APAC
52 Upper Street, Suite 204, Business Design Centre, London, N1 0QH
Phone: 320-238-9345 or +44 (0)207-226-1300, Email: cdalos@marketii.com or dheal@marketii.com, www.marketii.com
MARKETii specializes in measuring customer satisfaction and service quality through field service, call center/ technical helpdesk, depot repair and relationship surveys. Working in 35+ languages to 80+ countries, we communicate with customers via telephone and web-based surveys to gain insightful feedback on key service elements and areas to improve. Services include real-time web-based reporting, NPS, customer escalations, mystery calling, targeted sampling, benchmarking, call-recording and proactive account management to help your company deliver exemplary customer service.
noHold, Inc.
225 South Milpitas Boulevard, Milpitas, CA 95035
Phone: 408-946-9200, www.nohold2.com/
noHold is the developer of the most interactive and diagnostic Virtual Assistant technology and Confederated Knowledge with a mission to deliver real answers to real questions - real fast. Simple to use, easy to implement and as close to human as you can get, noHold turns automated customer service and support into cognitive customer interaction. noHold works with exceptional brands to reduce support costs, increase customer satisfaction, and capture actionable customer intelligence.
PwC's PRTM Management Consulting
488 Almaden Boulevard Suite 1800, San Jose, CA 95110
Phone: 408-817-3700, www.pwc.com/prtm
PwC's PRTM Management Consulting (PRTM) creates a competitive advantage for its clients by changing the way companies operate. PRTM's management consultants work with senior executives to develop and implement innovative operational strategies that deliver breakthrough results. The firm is a leader in operational strategy, supply chain, product development, and customer value management, including customer experience and service operations. For more information, visit www.pwc.com/prtm.
YouTube: www.youtube.com/watch?v=43b6O2I7NUg
Service 800
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
634 2nd Street, San Francisco, CA 94107
Phone: 415-901-6030, Toll-Free: 800-211-5868, Fax: 415-962-3230, sales@servicesource.com, www.servicesource.com
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.
SoftLib
65 Yigal Alon St. Tel-Aviv 67433, ISRAEL
Phone: 551-226-6069, Fax: +972-3-5615189, salesUS@softlibsw.com, www.softlibsw.com
Softlib is a leader for Knowledge delivery solutions. Knowledge collaboration and revolutionary machine learning technology helps our customers deliver superior service at lower cost by connecting users and experts with just the right knowledge on demand. Our solutions are typically up and running in a matter of days! Softlib is an international company with customers such as Cisco, Allianz, Aviva Insurance, Verint etc.
SolveDirect
440 N Wolfe Rd., Sunnyvale, CA 94085
Phone: 408-524-1676, office-us@solvedirect.com
SolveDirect is changing the way you manage multisourced environments with a solution that provides a real-time view of your entire service chain. SolveDirect provides an integration solution that intelligently automates service processes between multiple parties and IT Service Management Systems. SolveDirect's integration solution provides a reduction in MTTR up to 25%, end-to-end visibility of SLAs, and an overall increase in process efficiency, all resulting in improved customer satisfaction and ROI for service delivery.
Sykes Enterprises, Incorporated
400 North Ashley Drive, Suite 2800, Tampa, Florida 33602
Phone: 813-274-1000, Fax: 813-273-0148, www.sykes.com/ccs.aspx
Customers are the lifeblood of your company, right? Get those customer service and technical support transactions right and even a disappointed customer becomes an advocate for your products and services. So, which is right for you — in-house or outsourced? Your own internal department or a dedicated specialist? Decisions, decisions... One global company has satisfied the ever-changing support needs of Technology companies for over 30 years. Speak to SYKES. Real People. Real Solutions.
TSANet, Inc.
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.
The Verghis Group, Inc.
1770 Mass. Avenue, Box 123, Cambridge, MA 02140-2808
Phone: 617-395-6613, info@verghisgroup.com, www.verghisgroup.com/about/testimonials/
More than ever, you face decisions about support strategy that take you into uncharted territory. It's time to have a chat with Phil Verghis, whom John Ragsdale calls a "brilliant strategist and innovator, " and his team. The Verghis Group works with support leaders to devise strategies and select the right approaches to turn them into huge wins. We've been there before, written the definitive works, and bring fresh perspectives to your problems.
Blog: www.verghisgroup.com/blog
Twitter: @phil_verghis
Facebook: www.facebook.com/phil.verghis
