The Technology Services 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.
Amdocs
2570 Orchard Parkway Bldg. C, San Jose, CA 95131
Phone: 408-965-7000, Fax: 214-576-3448, www.amdocs.com
Amdocs is the market leader in customer experience systems innovation, providing solutions that deliver customer experience excellence, combining the software, services and expertise to help its customers execute their strategies and achieve service, operational and financial excellence. A global company with revenue of $3.16 billion in fiscal 2008, Amdocs has more than 17,000 employees and serves customers in more than 50 countries around the world. For more information, visit Amdocs at www.amdocs.com.
Astea International Inc.
240 Gibraltar Road, Horsham, PA 19044
Phone: 215-682-2500, Toll free: 800-347-7334, Fax: 215-682-2515, www.astea.com
Astea International is a global provider of solutions that offer all cornerstones of service lifecycle management, including customer management, service management, asset management, reverse logistics and mobile workforce management. Astea’s solutions link processes, people, parts, and data to empower your team and provide the agility you need to achieve sustainable value in less time, and successfully compete in a global economy. Since 1979, Astea helps more than 400 companies achieve new levels of service excellence.
Bomgar
578 Highland Colony Parkway, Paragon Centre’ Suite 300, Ridgeland, MS 39157
Phone: 601-519-0123, Fax: 601-510-9080, www.bomgar.com
Bomgar is a solution for enterprise remote support, making support more responsive, efficient and secure with appliance-based solutions that integrate easily into enterprise environments. With Bomgar, customers ensure the quality of every support interaction, strengthen security, and achieve a rapid ROI.
Since 2003, over 4,500 customers in all 50 states and 52 countries have chosen Bomgar as their enterprise remote support platform. Leading industry analysts recognize Bomgar as a technology innovator.
Brother Mobile Solutions
100 Technology Drive, Suite 250A, Broomfield, CO 80021
Phone: 800-543-6144, mobilesolutionsinfo@brother.com, www.brothermobilesolutions.com
Brother International is a leading provider of label and mobile printing solutions developed specifically for the field services market. Our MPrint™ mobile printing solutions and P-touch labelers can have a dramatic impact in your day-to-day operations, eliminating handwriting errors, helping you achieve higher productivity and delivering enhanced customer service. Brother’s solutions are ideal for a variety of on-demand field printing applications, including maintenance reports, repair estimates, work orders, inspection/asset/cable/wire and calibration labels.
Call Center Group
445 Georgetown Avenue, San Mateo, CA 94402
Phone: 866-425-4992, Fax: 650-579-2694, www.callcntr.com
Call Center Group delivers solutions that improve the performance of Customer Organizations – Sales, Service & Support. Evaluating the total customer experience, our designs improve efficiency, reduce costs and integrate innovative technology. Call Center Group utilizes industry benchmarks to provide best-in-class results and achieve our client’s goals. Consultants average 15+ years of Contact Center Management experience. Practice Areas: Home Agents, Multi-Channel Support, Audits, Customer Satisfaction, Outsourcing, Technology. How can we help you? Learn how at www.callcntr.com.
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. The Clarabridge Content Mining Platform™ provides Global 1000 enterprises an analytical view of text-based verbatims found in consumer feedback channels such as call center notes, qualitative survey feedback, Web 2.0 content, online forums, reviews and customer warranty forms. As a result, businesses can improve marketing, product/service management and customer service delivery. For more information, visit www.clarabridge.com.
Compuware Corporation
One Campus Maritus, Detroit, MI 48226
Phone: 313-227-7300, Toll-Free: 800-521-9353, www.compuware.com
Founded in 1973, Compuware provides organizations with the tools to get maximum return from their information technology investments; past, present and future. Compuware helps CIOs optimize end-to-end application performance and govern their key portfolios for leading businesses around the world, including 46 of the top 50 Fortune 500 companies. Compuware Changepoint PSA provides a single business management solution designed specifically to automate and integrate the processes of services organizations—at every stage of an engagement.
Consona CRM
450 East 96th Street, Suite 300, Indianapolis, IN 46240
Phone: 888-8-CONSONA, 888-826-6766, www.consona.com/crm
Consona CRM (formerly KNOVA and Onyx) offers companies with vital and multi-faceted customer relationships, or companies offering complex or technical products and services, a wide range of fully integrated knowledge management (KM) and customer relationship management (CRM) software applications that span customer service and support, sales and marketing. More than 1,300 customers spanning over 50 industries are using Consona CRM solutions to manage process efficiencies, drive revenue, increase customer satisfaction and enable unique and extraordinary customer experiences.
Convergys Corporation
201 E. Fourth Street, Cincinnati, OH 45201
Phone: 800-344-3000, marketing@convergys.com, www.convergys.com
Convergys Corporation is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday transactions into a source of profit and strategic advantage for our clients. Please visit us at www.convergys.com.
Coveo
945 Lakeview Parkway, Vernon Hills, IL 60061
Phone: 800-635-5476, www.coveo.com
Coveo B2B customer service and call center solutions for technology products speed issue-resolution, monitor customer relationships and reduce costs through advanced enterprise search technology providing access to customer and product information stored cross-enterprise—online, offline, emails, servers, social media, CRM, ERP systems and more. Coveo solutions are the industry’s most modular and scalable, creating the easiest deployments, lowest total cost-of-ownership, while delivering sophisticated functionality. Learn how clients such as CA are using Coveo at www.coveo.com.
CSS Corporation
3031 Tisch Way, Suite 1002, San Jose, CA 94128
Phone: 408-615-5700, Fax: 408-615-5707, www.csscorp.com, marketing@csscorp.com
With 100% referenceable customers, CSS Corp is the leading “Best of breed” provider of Technology Operations Management & Support and Infrastructure Management, specializing in Technology OpEx Optimization. Our customer satisfaction-driven quality processes and our passion for excellence, innovation and empowerment make us the ‘Preferred Services Partner’ for our customers. CSS expertise ranges from establishing 24X7X365 Welcome/Contact centers to Tier 3 Multilingual support, focusing on high CSAT and Community centric support.
For more information, visit www.csscorp.com.
DB Kay & Associates
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, and Web 2.0 for high-tech support. DB Kay is certified in Knowledge-Centered Support (KCS℠). DB Kay customers include Research In Motion, Intuit, Sun, Alcatel-Lucent, IBM, and Cisco. DB Kay services include: KCS workshops for program team members, leaders, and coaches, Technology selection, Self-service improvement, Metrics dashboard development and KM, social media, and self-service assessments and strategy.
DG Associates
258 Highlands Drive, Hampstead, NC 28443
Phone: 910-270-5382, Cell: 914-552-7827, Fax: 910-270-5382, dennisg@dgassociates.net, www.anthonyandalexander.com
Specializes in driving service revenues and profits through development and implementation of customer experience management (CEM) strategy and implementing improvements in service operations. We work closely with clients helping them grow and retain customer loyalty. Leveraging our team of specialists in service operations and customer loyalty, we are a leading practitioner in implementing enterprise feedback management strategy. We provide services including surveys for customers, employees and benchmarking, data collection, analysis, dashboard reporting and incentive programs.
GoServicePro
2306 Shimmering Bay Lane, Cincinnati, OH 45244-2760
Phone: 800-950-4276, sales@GoServicePro.com, www.goservicepro.com
GoServicePro is a complete Service Management Solution that offers Sales, Dispatch, Scheduling, Parts Tracking, Mobility, Billing and Reporting that helps optimize workforce productivity and efficiency. GoServicePro is built on complex business processes and is designed to provide a great ROI whilst leveraging your current systems investment. GoServicePro’s applications can be individually implemented or used together for maximum benefit to manage your end-to-end service delivery. Whatever the industry, GoServicePro delivers real-world solutions that are priced to succeed.
Impact Learning Systems International
P.O. Box 14110 St., San Luis Obispo, CA 93401
Phone: 805-781-3283, Fax: 805-545-9075 www.impactlearning.com
Impact Learning Systems provides customer service and sales training for help desk and field service representatives. Our help desk and field service programs are the approved training courses for AFSMI’s and SSPA’s CSP-I, CSP-II, and CSP-S certifications. All of our programs are designed to teach usable skills while building team enthusiasm and a positive work environment. Our goal is to help your employees measurably improve their customer contact skills so that your business prospers and your employees feel good about their contribution.
inCode
3155 Royal Drive, Suite 100, Alpharetta, GA 30022
Phone: 770-751-8331, Fax: 770-751-8332, info@incodetel.com, www.incodetel.com
inCode (www.incodetel.com) is a respected professional services organization providing comprehensive strategy and technology consulting to leading enterprises. inCode clients include some of the most well-known corporate brands globally. Companies who need to mobilize their business rely on inCode to develop and implement effective mobility strategies and solutions. The company also provides customized integration services and mobility support solutions that help enterprises leverage mobile technology for competitive advantage. Founded in 1998, inCode is headquartered in Atlanta.
InQuira
851 Traeger Avenue, Suite 125, San Bruno, CA 94066
Phone: 650-246-5000, sales@InQuira.com, www.InQuira.com
InQuira, Inc. improves the quality of customer and employee interactions through contact centers and web self help with integrated applications for knowledge management, collaboration, intelligent search, analytics and user experience. When empowered by InQuira, global enterprise business are realizing dramatic decreases in support costs, fast more effective service resolutions and increased revenues. Blue-chip enterprise customers of InQuira include: Symantec; Capital One; SprintNextel; Fannie Mae; Skype; Nokia; McAfee; and Apple.
ISOdx
8999 Gemini Parkway, Columbus, OH 43240
Phone: 614-431-8000, Toll-Free: 800-288-3475, www.isodxsolutions.com
ISOdx change control software cuts IT problem-solving time by up to 92 percent. Recent winner of the TSW Innovation Award, ISOdx eliminates downtime by allowing infrastructure glitches to be pinpointed immediately. Companies can move away from firefighting and be proactive, efficient and more strategic in their approach to managing work. Implementation takes less than a day, and ROI is immediate. www.isodxsolutions.com
KANA
181 Constitution Drive, Menlo Park, CA 94025
Phone: 650-614-8300, Fax: 650-614-8301, www.kana.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. Learn more at www.kepner-tregoe.com/resolve.
KPIT Cummins
Techmart Center, 5201 Great America Parkway, Suite 457, Santa Clara, CA 95054
Phone: 408-330-0911, Fax: 480-330-0914, www.kpitcummins.com
Language Weaver, Inc.
4640 Admiralty Way, Suite 1210, Marina del Rey, CA 90292
Phone: 310-437-7300, Fax: 310-437-7307, www.languageweaver.com
Language Weaver is a human communications solutions company and leader in automated language translation, delivering solutions for companies requiring high speed, cost effective, accurate translations to ensure effective communications. Serving digital industries and enterprise customers directly and through strategic partnerships, the company’s solutions are proven to translate high-value, dynamic, digital information into a significant business advantage for customer support and enterprise communications. Business operations powered by Language Weaver solutions experience compelling improvements in operating effectiveness.
LogMeIn
500 Unicorn Park Drive, Woburn, MA 01810
Phone: 781-638-9050, Toll free: 888-246-6101, Fax: 781-998-7792, www.logmein.com
LogMeIn provides on-demand, remote-connectivity and support solutions. Businesses and IT service providers use LogMeIn's solutions to deliver remote end-user support and to manage computers and other Internet-enabled devices more effectively and efficiently. Consumers and mobile workers use our solutions to access computer resources remotely, thereby facilitating their mobility and increasing their productivity. Since our inception, our users have connected more than 70 million computers and other Internet-enabled devices to a LogMeIn service. www.LogMeIn.com.
Market Intelligence International
EMEA US / SA APAC
52 Upper Street, Suite 106, Business Design Centre, | London | N1 0QH
Phone: 1 320 238 9345 or 01144 207 226 1300, Email: cdalos@marketii.com or dheal@marketii.com, www.marketii.com
MARKETii specialize in measuring customer satisfaction and service quality through field service, call center/helpdesk , depot repair and loyalty relationship surveys. Working in 35+ languages to 80+ countries, we communicate with customers via phone, web-based, and face-to-face surveys to gain insightful feedback on key service elements and areas to improve. Services include real-time web-based reporting, NPS, customer escalations, targeted sampling, benchmarking, call-recording and proactive account management to help your company deliver exemplary customer service.
MindTree Limited
15 Independence Blvd, Suite 410, Warren, NJ 07059
Phone: 908-604-8080, Fax: 908-604-7887, www.mindtree.com
MindTree Ltd. is a global IT Solutions Company specializing in IT Services, Independent Testing, Infrastructure Management and Technical Support (IMTS), Knowledge Services and Product Engineering, which comprises of R&D Services and Software Product Engineering. MindTree offers comprehensive onshore and offshore technical support services for companies with enterprise class hardware products and software applications. MindTree’s approach to technical support goes beyond reactive break-fix support to customer profiling and predictive analytics providing inputs for improving product supportability.
Neocase Software Inc.
55 Hawthorne Street, Suite 610, San Francisco, CA 94105
Phone: 877-383-0400, Fax: 415-978-5153, www.neocasesoftware.com
Neocase Software is a leading provider of customer service solutions for shared services contact centers and customer support operations. Neocase empowers large, global corporations to manage and optimize their shared services and support operations performance and processes through its uniquely adaptive and award-winning customer service technology platform. Neocase Software solutions include: Neocase HR for Human Capital Resource Management, Neocase CS for Customer Service, Neocase CRM for Customer Relationship Management, and Neocase FR for Financial Resolution.
Organizational Development Program
The SSPA
50 University Ave, Suite B346, Los Gatos, CA 95030
Phone: 408-354-7136 x213, jweigel@thesspa.com
SSPA’s Organizational Development Program provides an opportunity to demonstrate your commitment to support excellence while gaining competitive advantage. ODP is structured to recognize SSPA members at varying levels of customer support maturity. The unique modular design, blueprint of industry best practices and three levels of certification – J.D. Power and Associates Certified Technology Service and Support, SSPA Excellence in Service Operations and SSPA Rated Outstanding – deliver feedback and recognition to keep your support services at the top of the industry.
OpenAir, Inc.
211 Congress Street, 8th Floor, Boston, MA 02110
Phone: 888-367-1715, sales@openair.com, www.openair.com
As the cornerstone of Services Resource Planning (SRP), OpenAir PSA accelerates the quote-to-cash process by enabling organizations to more effectively manage their key assets: projects, people, and financials. Through seamless integration with industry leading CRM and General Ledger applications alongside award winning project management and resource management, OpenAir provides real-time visibility, accelerated services delivery, higher project margins, and increased employee utilization. In July of 2009, OpenAir and QuickArrow joined forces to extend their market leadership, providing the premier PSA solution to 80,000 users at more than 600 world class organizations. For more information, please visit us in the Expo or at www.openair.com.
Oracle Corporation
500 Oracle Parkway, Redwood City, CA 94065
Phone: 800-633-0738, www.oracle.com
As the global leader in customer relationship (CRM) and supply chain management (SCM), Oracle boasts more than 30,000 applications customers and over 5 million users worldwide. Oracle’s Customer Service, Field Service, Supply Chain, Project and industry solutions are recognized as market leaders by the foremost analyst firms. Oracle provides a complete portfolio of product solutions to help organizations of all sizes to better manage their products and service interaction.
PlumChoice
5 Federal Street, Billerica, MA 01821
Phone: 866-811-3321, www.plumchoice.com/partner
PlumChoice is the leader in providing remote technical services for the home and small business. With technical innovation and integrated services, PlumChoice gives customers solutions to technology problems anytime, anywhere. PlumChoice offers service options for computers, peripherals, mobile devices, and more. PlumChoice’s 100% U.S.-based, industry-certified agents are available 24/7/365. PlumChoice’s Go-To-Market program helps business partners come to market and grow revenue quickly. PlumChoice offers integrated programs for telcos, ISPs, manufacturers, & retailers. Visit www.plumchoice.com/partner.
PRTM
1050 Winter St., Waltham, MA 02451
Phone: 781-434-1200, Fax: 781-647-2804, www.prtm.com
Since 1976, PRTM has created 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. PRTM has 18 offices worldwide and serves major industry and global public sectors. For more information, visit www.prtm.com.
Qualtech Systems Inc.
100 Great Meadow Rd., Suite 603, Wethersfield, CT 06109
Phone: 860-257-8014 x1100, Fax: 860-257-8312, info@teamqsi.com, www.teamqsi.com
Qualtech Systems, Inc. (QSI) provides intelligent health monitoring and diagnostics software to service organizations that support complex equipment. By deploying applications for diagnose before dispatch, guided troubleshooting and design for service, QSI clients achieve a threefold reduction in troubleshooting time and automatically identify the root cause of an issue to one component 96% of the time. QSI’s customers include: KLA-Tencor, Gulfstream, FEI, Honeywell, NASA, Orbotech, GM, BAE Systems and Sikorsky.
SDL
69 Hickory Drive, Waltham, MA 02451
Phone: 781-464-6000, www.sdl.com
SDL is the leader in Global Information Management (GIM) solutions that empower organizations to accelerate the delivery of high-quality multilingual content to global markets. Its enterprise software and services integrate with existing business systems to manage the delivery of global information. SDL has implemented more than 500 enterprise GIM solutions, has deployed over 170,000 software licenses across the GIM ecosystem and provides access to on-demand translation portals for 10 million customers per month.
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 20 years and lists among its clients numerous Fortune companies.
Stone Cobra, Inc.
2210 Plaza Drive, Suite 275, Rocklin, CA 95765
Phone: 916-797-6272, Fax: 800-465-9699, makeitwork@stonecobra.com, www.stonecobra.com
Since 2001, Stone Cobra has been successfully implementing solutions for service and support organizations within 3% of budget. Our deep enterprise expertise and creative technology solutions consistently prove to be the critical success factor in determining long-term results. With experience in industries such as financial, automotive, high-tech, insurance, healthcare, retail, manufacturing and government, we have a proven track record of quality and distinction. Learn more at stonecobra.com.
Support Center University
560 Campo Way, Superior, CO 80027
Phone: 303-494-4932, info@SupportCenterU.com, www.supportcenteru.com
Providing management consulting & training services. Offering operational assessments, efficiency improvement projects, and staffing level analysis/requirements planning. Specializing in reducing customer wait times and case-handle times (therefore improving employee/customer satisfaction) through efficient design of call & email routing (including skills-based routing). SCU founder and lead-consultant Dave Brown is a recognized industry 'guru'. He has assisted numerous companies to achieve significant improvements (20-40% typical). Past clients have achieved SSPA STAR Awards (for Most-Improved) and industry certifications.
TouchStar
5147 S. Garnett Road, Suite D, Tulsa, OK 74146-5900, USA
Phone: 918-307-7172, Fax: 918-307-7111, www.touchstargroup.com
Value and Pricing Partners, LLC
23756 Sunrose Lane, Golden, CO 80401
Phone: 303-526-9084, tim@valueandpricing.com , www.valueandpricing.com
Our consultancy is a TPSA Expert Alliance Partner and leads Market Focused Pricing seminars for the AMA. Our expertise includes strategic marketing and pricing, value quantification, offering design and price management. We work with our clients to create deeper connections with customers, find new and more profitable revenues, develop breakthrough offerings and strategies, enhance sales effectiveness, and reduce and manage risk. We commit to measurable results and help drive change.
Verint Witness Actionable Solutions
330 South Service Road, Melville, NY 11747
Phone: 631-962-9600, info@verint.com, www.verint.com
Verint® Witness Actionable Solutions® is the analytics-driven, workforce-optimization software and services leader. Its solutions help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote and back-office operations, its award-winning Impact 360® Workforce Optimization suite is the industry’s most-unified solution —featuring quality monitoring and recording, workforce management, speech and data analytics, customer feedback surveys, performance management, eLearning and coaching.
Visible Technologies
3535 Factoria Blvd SE, Suite 400, Bellevue, WA 98006
Phone: 425-957-6100, Fax: 425-957-7717, www.visibletechnologies.com
Media Sponsors
Integrated Solutions Magazine
5340 Fryling Road, Suite 300, Erie, PA 16510
Phone: 814-897-9000, www.isminfo.com
Covering front end to back end enterprise IT integration, Integrated Solutions shows growing organizations how to capture, generate, and retrieve data at all points of work and service. We educate IT decision makers about leading-edge technologies and applications that drive business performance—and revenue—by eliminating boundaries of time, distance, and scale.
SearchCIO.com
c/o TechTarget
117 Kendrick Street, Needham, MA 02494
Phone: 781-657-1000, Fax: 781-657-1100, www.techtarget.com
