Exhibitors | Contact Center Expo

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Exhibitors

Looking for the right technology to improve contact center operations or the customer experience? Our buzzing Expo Hall helps you discover and evaluate 80+ top solution providers all under one roof! Bring your team and get the input of multiple stakeholders.

EXHIBIT HALL HOURS

Monday, May 13, 5:15PM-7:15PM
Tuesday, May 14, 10:00AM-2:00PM
Wednesday, May 15, 10:00AM-1:30PM

Conference Host

ICMI

Booth Number: 813
Website: https://www.icmi.com
Twitter: https://twitter.com/CallCenterICMI
LinkedIn: https://www.linkedin.com/company/38883/admin/
Product Categories: Training, on-site or virtual, Workforce Optimization/Performance Mgmt, Customer Experience

ICMI has been at the forefront of improving customer experiences for over 30 years. We are 100% focused on empowering contact center professionals to improve their skills, advance their career, and enhance the performance of their organizations. More than 50,000 organizations worldwide have joined ICMI on a collective journey to elevate the customer experience through training, events, consulting and information resources.

Whether it be measuring a contact center’s effectiveness, identifying their omni-channel strategy, assessing their operations, providing tools to manage and motivate their teams, or creating a technology roadmap, ICMI's experienced and dedicated team of industry insiders, trainers, speakers and consultants are committed to helping you raise the strategic value of your contact center.

Diamond

Genesys

Booth Number: 607
Website: http://www.genesys.com/
Twitter: https://www.twitter.com/Genesys
LinkedIn: https://www.linkedin.com/company/Genesys
Product Categories: Cloud Solutions, Artificial Intelligence, Customer Experience

Genesys¬ powers 25 billion of the worldÍs best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

Diamond

Salesforce

Booth Number: 401
Website: https://www.salesforce.com
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Cloud Solutions, CRM Solutions, Multichannel/Omnichannel Suites, Self-Service Tools, Social Media / Chat / Mobile Support, Artificial Intelligence, Knowledge Management

Service Cloud, the world’s #1 intelligent customer service platform, enables companies to transform the customer experience with smart customer service conversations across every channel. Whether engaging customers via messaging, video, communities, web chat, in-app, email, phone or even communicating directly with connected products, Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences across every channel. Companies that have deployed Service Cloud have seen an average 22 percent decrease in support costs and 28 percent increase in agent productivity according to a third-party research report sponsored by Salesforce.

Platinum

NICE inContact

Booth Number: 801
Website: http://www.niceincontact.com
Twitter: https://www.twitter.com/incontact
LinkedIn: https://www.linkedin.com/company/niceincontact
Product Categories: Cloud Solutions, Workforce Optimization/Performance Mgmt, Customer Experience

NICE inContact is the cloud contact center software leader, empowering organizations to provide exceptional customer experiences with the world’s No. 1 cloud customer experience platform, NICE inContact CXone™. CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation to help companies act smarter and respond faster to consumer expectations. NICE inContact, a NICE company, is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, and serves customers in more than 150 countries, including over 85 of the Fortune 100 companies. www.niceincontact.com

Global Vision

8x8

Booth Number: 703
Website: http://www.8x8.com
Twitter: https://www.twitter.com/8x8
LinkedIn: https://www.linkedin.com/company/8x8
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Customer Experience

8x8, Inc. (NYSE:EGHT) cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations.

Gold

Appian

Booth Number: 508
Website: https://www.appiancorp.com
Product Categories: Agent Desktop Software, Cloud Solutions, Customer Experience

Appian provides a software development platform that combines intelligent automation and low-code development to rapidly deliver powerful business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk and compliance. For more information, visit www.appian.com.

Gold

Bright Pattern

Booth Number: 709
Website: https://www.brightpattern.com/
Twitter: https://www.twitter.com/brightpatternus
LinkedIn: https://www.linkedin.com/company/bright-pattern-inc-/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

Bright Pattern provides the most simple and powerful contact center for midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across traditional channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

Gold

RingCentral, Inc.

Booth Number: 601
Website: https://www.ringcentral.com/
Twitter: https://twitter.com/RingCentral
LinkedIn: https://www.linkedin.com/company-beta/60868/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

RingCentral is a global provider of pure-cloud unified communications, collaboration, and call center solutions. The company's market-leading RingCentral Contact Center helps build customer loyalty and increase agent productivity with its powerful omnichannel capabilities. Beyond the call center, RingCentral offers other easy-to-use communications tools to help businesses drive greater customer engagement and boost organizational efficiency. RingCentral is headquartered in Belmont, California.

Gold

Serenova

Booth Number: 608
Website: https://www.serenova.com/
Twitter: https://www.twitter.com/SerenovaShine
LinkedIn: https://www.linkedin.com/company/serenova
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Contact Center Resources, CRM Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), Multichannel/Omnichannel Suites, Quality Monitoring & Coaching, Self-Service Tools, Social Media / Chat / Mobile Support, Speech & Language Services, Training, on-site or virtual, WebRTC, Workforce Optimization/Performance Mgmt, Artificial Intelligence, Customer Experience

Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com.

Gold

Sharpen

Booth Number: 602
Website: https://sharpencx.com/
Twitter: https://www.twitter.com/sharpentech
LinkedIn: https://www.linkedin.com/company/sharpentech/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Quality Monitoring & Coaching

Sharpen is the agent-first contact center platform providing an easier, simpler way to provide customer service on a global scale. Their cloud-native platform uses any mix of the leading service providers to give perfect voice quality, and A.I. powered communications with no regional boundaries. The platform is HIPAA & PCI compliant, carries a financially-backed 99.999% uptime guarantee, and all data is encrypted at rest and in transit.

With a better approach to omni-channel and the full range of mission-critical features, Sharpen provides a clear path for contact centers to move away from legacy products. Deep analytics and multiple levels of customization options help businesses grow even farther in their efforts to provide better customer experiences.

Sharpen’s focus on the agent experience is helping businesses of all kinds find ROI through agent improvement, cost savings, and increases in CSAT ratings.

Gold

Talkdesk

Booth Number: 700
Website: https://www.talkdesk.com/
Twitter: https://twitter.com/Talkdesk
LinkedIn: https://www.linkedin.com/company/talkdesk/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

Gold

Twilio

Booth Number: 308
Website: https://www.twilio.com/
Twitter: https://www.twitter.com/twilio
LinkedIn: https://www.linkedin.com/company/twilio-inc-
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Customer Experience

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Silver

Aspect

Booth Number: 201
Website: https://www.aspect.com/
Twitter: https://twitter.com/aspectsoftware
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

Aspect is on a mission to simplify and improve customer engagement. Our software is used by millions of agents every year and supports billions of consumer interactions around the world. Our complete suite of contact center and workforce optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly-scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more are available on-premises or in any hosted, private or public cloud environment. For more information, visit www.aspect.com. Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Silver

Bold360 by LogMeIn

Booth Number: 408
Website: https://www.bold360.com/
Product Categories: Self-Service Tools, Social Media / Chat / Mobile Support, Artificial Intelligence

Bold360 is the ultimate customer engagement solution delivering the richest possible customer profiles and fastest time-to-value. Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels including chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Leveraging the power of A.I., Bold360 helps personalize and enhance every engagement, no matter where it takes place – liberating agents to do what they're best at, being human. It helps you deliver fundamentally better customer experiences, more easily – no matter the problem, channel or device. Bold360 delivers groundbreaking intelligence with out of the box simplicity, improving contact center efficiencies and delivering richer and more personalized customer experiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.

Silver

Cisco

Booth Number: 421
Website: https://www.cisco.com/
Twitter: https://www.twitter.com/CiscoCC
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Multichannel/Omnichannel Suites

Cisco Customer Care solutions empower business to deliver a connected digital experience, enabling companies to deliver contextual, continuous and capability-rich journey’s to customers, across time and channels. These solutions combine traditional contact center technology with critical additions in social media, network-based multimedia capture and recording, new agent desktop paradigms, and video solutions enabling organizations to seamlessly engage with their customers throughout the entire journey for positive business outcomes.

Silver

Clarabridge

Booth Number: 210
Website: http://www.clarabridge.com
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

Clarabridge offers the leading out-of-the box SaaS solution to power customer experience management initiatives. Businesses gain insight to improve the customer journey, spanning all business processes and customer interactions. Social care teams use Clarabridge to provide a real-time response to customers. Our technology is the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action. The result: a better customer experience. For more information, visit www.clarabridge.com.

Silver

Edify

Booth Number: 209
Website: https://www.edify.cx
Twitter: https://www.twitter.com/edifycx
LinkedIn: https://www.linkedin.com/company/edify-labs
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

Edify Labs, Inc. is a global, highly configurable communications platform with the goal of strengthening connections with customers and across teams. Co-founded by Cameron Weeks and Bracken fields, Edify is the newest innovator in cloud-based customer experience solutions. Edify combines the core functionality of Communications Platform as a Service (CPaaS), Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS)/Private Branch Exchange phone system (PBX) platforms with customer success tools. Edify is the first platform to offer Business Communications as a Service (BCaaS) in one dashboard with one vendor.

Silver

Five9

Booth Number: 503
Website: http://www.five9.com
Twitter: https://www.twitter.com/Five9
LinkedIn: https://www.linkedin.com/company/five9
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating over three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that it reliable, secure, compliant and scalable which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.

Silver

Neustar, Inc.

Booth Number: 512
Website: https://www.risk.neustar/
Twitter: https://twitter.com/Neustar
LinkedIn: https://www.linkedin.com/company/neustar-inc/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources, Customer Experience

Neustar Risk & Fraud solutions provide trusted insights into who is on the other end of every interaction. Featuring the industry’s most comprehensive identity resolution, Neustar helps businesses mitigate fraud and regulatory compliance risk, while simultaneously enabling a frictionless customer experience across all customer contact channels.

Neustar enables organizations to scrutinize and authenticate consumer information through verifying the identities and contact information for customers, prospects, and leads with rich, real-time authoritative data and dynamic attributes. All of the top 10 U.S. financial institutions trust Neustar in making millions of decisions every day — from ensuring that the real consumers get through and fraudulent ones don’t, to improving operational efficiency, to mitigating risk and protecting brand reputations. Neustar works with businesses to drive the connected world forward with trusted, holistic identity resolution.

Silver

ServiceNow

Booth Number: 722
Website: https://www.servicenow.com/
Twitter: https://twitter.com/servicenow
LinkedIn: https://www.linkedin.com/company/servicenow/
Product Categories: Agent Desktop Software, Cloud Solutions, Knowledge Management

With ServiceNow® Customer Service Management, companies can increase customer satisfaction while reducing costs by connecting customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end. You can monitor trends and customers’ products and services to notify customers potentially affected by issues as well as proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests with the portal, service catalog, virtual agent, and online communities.

AcuCall
ADDASOUND
AGENT511
Ameridial, Inc.

AcuCall

Booth Number: 200
Website: http://www.acucall.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

Specializing in unified contact center solutions, AcuCall provides a cloud-based omnichannel platform that is TCPA, PCI, and HIPAA compliant. Our solutions deliver a seamless experience across all touch points increasing customer engagement and driving results to ensure optimal efficiency, increased revenue opportunities, and lower operating costs. AcuCall operates in North Palm Beach, FL (Corporate Headquarters) and Saint-Petersburg, Russia.

ADDASOUND

Booth Number: 1020
Website: http://www.addasound.com
Twitter: https://twitter.com/addasound
LinkedIn: https://www.linkedin.com/company/addasound-denmark-a-s/
Product Categories: Contact Center Hardware, Workforce Optimization/Performance Mgmt, Customer Experience

Originated from Denmark, a country that leads the world’s sound technology, ADDASOUND is a top global manufacturer and provider of intelligent voice and unified communication devices. The founders are a reputable team with strong expertise in electro-acoustics, whose members built an international reputation through developing and designing many award winning products. Our high quality noise cancellation headsets are designed for three major markets: Call Centers, Office Workers and Mobile Workers. In Denmark, ADDASOUND is equipped with the world’s most advanced electro-acoustic devices, providing powerful support for products’ design, development and testing.

AGENT511

Booth Number: 616
Website: https://www.agent511.com/
Product Categories: Contact Center Resources, Multichannel/Omnichannel Suites, Self-Service Tools

AGENT511 solves complex customer engagement challenges with proactive, interactive text, email, voice, and social media communications. Solutions combine intelligent message routing and notifications to provide two-way text interactivity, triggered customized alerts, live multimedia chat, social media interaction, and geospatial routing.

Streamline communications and accessibility providing customers with timely, relevant notifications that may include account updates, promotions, service interruption alerts, and billing details via mobile devices and social networks.

Reduce inbound calls and improve consumer satisfaction with reliable access and self-service channels allowing your customer care center to focus on complex requests while delivering an enhanced customer experience and peace of mind for all.

Ameridial, Inc.

Booth Number: 104
Website: https://www.ameridial.com/
LinkedIn: https://www.linkedin.com/company/ameridial-inc/
Product Categories: Outsourcing, Social Media / Chat / Mobile Support, Customer Experience

Ameridial provides high-quality call center services. We deliver exceptional customer experiences and top notch results. Founded in 1987, Ameridial is a family-owned company headquartered in North Canton, Ohio with 6 U.S. based call centers.

Ameridial processes over 50 million customer interactions each year. Our experience makes us the right call center partner for you. We focus on service, quality, and sales, striving to meet your goals and advance your business.

We design customized multi-channel solutions that provide a seamless experience for your customers. Ameridial’s experience, responsiveness, flexibility, and transparency – are all working to build your brand.

ASC Americas
Authority Software
Bandwidth
BPA Quality

ASC Americas

Booth Number: 1116
Website: https://asctechnologies.com/
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Workforce Optimization/Performance Mgmt

Authority Software

Booth Number: 106
Website: http://www.authoritysoftware.com
Twitter: https://twitter.com/AuthoritySoft1
LinkedIn: https://www.linkedin.com/company/authority-software
Product Categories: Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt, Customer Experience

Authority Software provides cloud-based workforce optimization solutions for contact centers. Our fully integrated suite of products includes quality recording management, scripting, workforce management and patented PCI compliance applications that are easy to use and can be deployed in record speed for both new and existing contact center environments.

Authority leverages its proprietary rapid development platform to customize solutions to meet the unique requirements of any contact center and the applications can be used on their own or as a component of an integrated delivery process with existing telephony, CRM, quality management, or omnichannel communications platforms.

Authority scales easily and has been deployed worldwide in organizations ranging from small in-house contact centers, to global enterprises across virtually every vertical industry. Authority solutions have been widely adopted by contact centers seeking to improve agent performance, increase customer satisfaction and drive enterprise-wide productivity.

Bandwidth

Booth Number: 715
Website: https://www.bandwidth.com/
Twitter: https://www.twitter.com/bandwidth
LinkedIn: https://www.linkedin.com/company/bandwidth-inc
Product Categories: Cloud Solutions, Long Distance Phone Service, Phone/Data/Internet

Offering access to voice, messaging, phone numbers, and 9-1-1 from the cloud, Bandwidth provides modern communications, with an API platform built atop our own nationwide all-IP voice network. We help businesses disrupt expectations, migrate their communications to the cloud, and expand their footprint, all with our signature award-winning support.

BPA Quality

Booth Number: 112
Website: https://bpaquality.com/
Twitter: https://twitter.com/BPAQUALITY
LinkedIn: https://www.linkedin.com/company/bpa-quality-
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

BPA Quality, the #1 provider of contact center quality solutions worldwide, providing Remote Call Monitoring, Mystery Calling, Surveys, Speech Analytics and Training in over 40 languages worldwide.

With over 30 years of experience, over 300 different clients, and millions of observations made worldwide, BPA Quality has the knowledge and ingenuity to find the answers you're
looking for.

Calabrio, Inc.
Call Design
CallMiner
CallN

Calabrio, Inc.

Booth Number: 413
Website: https://www.calabrio.com/
Twitter: https://www.twitter.com/calabrio
LinkedIn: https://www.linkedin.com/company/calabrio-inc
Product Categories: Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt, Artificial Intelligence

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

Call Design

Booth Number: 301
Website: http://calldesignNA.com
Twitter: https://www.twitter.com/calldesignna
LinkedIn: https://www.linkedin.com/company/call-design-north-america
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Workforce Engagement Management: Getting it just right!
Since 1999, Call Design has cultivated a process that includes decades of combined experience, a consultative approach and market-leading technologies to Engage Employees, Optimize Customer Experience, and ensure the right people are in the right place with the right skills at the right time.

Serving small, medium and very large centers, we specialize in Workforce Management, Performance Analytics, Quality Management, Speech Analytics, Contact Routing, Mobile WFM and Intraday Automation, all available in the Cloud.

Call Design backs up world-class technology with excellent WFM support, plus out-of-this-world personalized training and consulting services that optimize WFM, teach the fundamentals of Workforce Management, and take your Workforce Optimization practice to the next level.

CallMiner

Booth Number: 404
Website: https://callminer.com/
Twitter: https://www.twitter.com/CallMiner
LinkedIn: https://www.linkedin.com/company/callminer
Product Categories: Analytics Software/Customer Analytics, Artificial Intelligence, Customer Experience

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018. www.callminer.com.

CallN

Booth Number: 205
Website: http://www.calln.com
LinkedIn: https://www.linkedin.com/company/calln/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

CallN provides Contact Centre QA automation and CX Management for all voice-based interactions. CallN works seamlessly with dozens of VoIP telephony systems and receives rave reviews from our customers. CallN offers two products: CallN Business and CallN Enterprise. CallN Enterprise uses an AI-assisted voice transcription engine, machine learning and world class visualisations to distill large volumes of call data into actionable insights. It can extract keywords, provide drill down sentiment analysis, geo-location of calls to analyse patterns, topic analysis, in depth user/agent scoring, automatic PCI features that redact credit card information, and a drag and drop rules engine. It delivers tangible ROI measured in months not years. CallN Business focuses on business intelligence derived from call recordings via VoIP telephony and includes features like call recordings, instant call playback, advanced search and filter capabilities, campaign creation, CRM integration via REST API, state of the art security and more.

Cambridge Sound Management
Chetu
Cirrus Response Inc.
Cognigy

Cambridge Sound Management

Booth Number: 621
Website: https://cambridgesound.com/
Twitter: https://twitter.com/Cambridge_Sound
LinkedIn: https://www.linkedin.com/company/1007341/
Product Categories: Workforce Optimization/Performance Mgmt

Cambridge Sound Management, Inc., a Biamp Systems company, manufactures QtPro and DynasoundPro sound masking systems to help organizations across multiple industries protect speech privacy, reduce noise distractions, and increase workplace productivity. Cambridge Sound Management’s proprietary sound masking technology works by emitting a uniform, barely perceptible background sound at the frequencies of human speech. Cost-effective and easy to install, their sound masking, office paging, and background music systems are deployed in hundreds of millions of square feet of space throughout the world including commercial organizations, healthcare facilities, financial services, government agencies, and educational institutions.

Chetu

Booth Number: 622
Website: http://www.chetu.com/
Twitter: https://twitter.com/ChetuInc
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software

Chetu is an award winning custom software solutions provider for the contact center industry. Chetu's elite team develop Customer Relationship Management (CRM) systems and features for automation of the customer lifecycle journey, we program applications for multi-channel management including web, mobile, social, call center, and in person, specialized Partner Relationship Management (PRM) software features, and more. For more information, please visit: https://www.chetu.com/solutions/crm.php

Cirrus Response Inc.

Booth Number: 1104
Website: https://www.cirrusresponse.com/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites, Speech & Language Services

Cirrus is a provider of omni-channel cloud Contact Center Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Center and IPT environment, provides a recipe for business transformational success. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your advisors will love.

Cognigy

Booth Number: 1112
Website: https://www.cognigy.com/
Product Categories: Self-Service Tools, Artificial Intelligence, Customer Experience

Cognigy provides a highly-flexible conversational AI platform for enterprises to build complex, integrated process automation solutions through the use of cognitive bots.

ContactUS Communications
Content Guru
Employment Technologies
ExecVision

ContactUS Communications

Booth Number: 1001
Website: https://www.contactusinc.com/
LinkedIn: https://www.linkedin.com/company/contactus-communications
Product Categories: Contact Center Resources, Outsourcing, Social Media / Chat / Mobile Support

ContactUS Communications is a U.S. based contact center services organization supporting global brands across a variety of industries. The company delivers outsourced customer care, inbound and outbound sales, customer retention and win-back programs, technical support, and customer experience software (MotionCX). ContactUS provides dedicated customer service staff, supervision, and management to measurably improve clients’ business performance. All while maintaining an efficient cost-structure. Technology-driven and centered around innovation, ContactUS’ technology division builds and deploys new customer experience software, including a social media engagement platform, a real-time monitoring application, and a customer relationship management tool. ContactUS' hybrid offering of customer experience software and omni-channel outsourcing continues to position the company as a value-added partner in the market.

Content Guru

Booth Number: 309
Website: http://www.contentguru.com/
Twitter: https://www.twitter.com/cgchirp
LinkedIn: https://www.linkedin.com/company-beta/227405/
Product Categories: Multichannel/Omnichannel Suites, Artificial Intelligence, Customer Experience

Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform.

Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include Chubb, Sodexo, and the UK's National Health Service (NHS).

Employment Technologies

Booth Number: 820
Website: http://employmenttechnologies.com/
LinkedIn: https://www.linkedin.com/company/employmenttechnologies/
Product Categories: Human Resource and/or Recruitment Tools, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Employment Technologies is the world leader in simulation software for employment testing and talent prediction. Our award-winning EASy Simulations® are proven to increase hiring accuracy, reduce hiring time and costs, accelerate employee performance, and reduce turnover. We offer complete HR solutions for key contact center jobs, including customer service, sales, collections, e-reps, team leaders, and more.

Discover how EASy Simulations can help you gain Hire Confidence® by boosting employee performance and transforming your contact center. Call 888.332.0649 or click here to learn more.

ExecVision

Booth Number: 1103
Website: http://www.execvision.io
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Artificial Intelligence

ExecVision is the only Conversation Intelligence software designed by seasoned sales and customer success professionals. ExecVision uniquely empowers organizations to coach people efficiently at scale, improving agent performance, and driving human behavior change.

ExecVision analyzes existing call recordings by leveraging AI to unlock key insights, flag coachable moments, interpret emotion, and compare outcomes. This provides managers insight into what is–and isn’t–working on every call, and what differentiates top performers from everyone else. Users can then search interactions and make smarter decisions by combining CRM data with real conversation data.

Fonolo
Freshworks
GamEffective
Gladly

Fonolo

Booth Number: 909
Website: https://fonolo.com/
Twitter: https://www.twitter.com/fonolo
LinkedIn: https://www.linkedin.com/company/fonolo
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Contact Center Resources

As the leading provider of cloud-based call-back solutions, Fonolo eliminates hold time and improves the way call centers interact with their customers on the web, mobile or by phone.

Fonolo's In-Call Rescue solution gives your customers the option to "Press 1 to get a call-back from the next agent," while Web Rescue and Mobile Rescue power your website and mobile app with click-to-call-back capabilities.

Fonolo's cloud-based technology works with any call center infrastructure and has minimal impact on your existing processes. An optional on-premise appliance can also be added to comply with strict security requirements.

For more information, visit fonolo.com or contact us at info@fonolo.com.

Freshworks

Booth Number: 511
Website: https://www.freshworks.com/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Customer Experience

Founded in 2010 by Girish Mathrubootham and Shan Krishnasamy, Freshworks Inc. is the leading provider of cloud-based customer engagement software. Freshworks’ suite of products include the flagship product, Freshdesk, which allows organizations to support customers across multiple channels such as email, phone, websites, forums, and social media; Freshservice, a cloud-based service desk and IT service management solution; Freshsales, a CRM solution and sales system for high-velocity sales teams; and Freshcaller, a cloud based call center software.

With a total of $149 Million raised in over six rounds of funding, Freshworks is backed by some of the top investment firms in the world – Accel, Tiger Global, CapitalG and Sequoia Capital. Over 100,000 businesses, such as SolarCity, Bridgestone, Cisco, Sony Pictures, 3M and Honda to name a few, use Freshworks’ suite of products to provide their end customers with the best customer experience possible.

GamEffective

Booth Number: 905
Website: http://www.gameffective.com/
Twitter: https://www.twitter.com/gameffective
LinkedIn: https://www.linkedin.com/company/gameffective
Product Categories: Employee Benefits, Incentives/Gamification, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Gameffective is an Employee Centric Performance Management Platform – the “fitness tracker” for the Connected Workforce of the Future. The platform empowers employees to boost their work performance through hyper personalized goals, real time tracking and data-driven, actionable feedback and coaching. Deployed with the world’s leading organizations Gameffective helps managers drive up employee value day by day.

Gladly

Booth Number: 814
Website: https://www.gladly.com/
Twitter: https://www.twitter.com/gladly
LinkedIn: https://www.linkedin.com/company/gladly-inc
Product Categories: Multichannel/Omnichannel Suites, Self-Service Tools, Customer Experience

Gladly is reinventing customer service. We believe that customer loyalty starts with conversations that make customers feel known and cared for. That’s why we built a platform that puts customers and conversations at the center. Our modern, simple interface allows agents and managers to see the entire lifetime of customer conversations, across all channels, in a single place. Gladly also understands and helps manage the complexities of 21st century customer service - including routing and SLAs, as well as provides the voice of your customer through real time analytics on the topics of all your conversations. Let’s talk.

Global Response
GLOBO
HDI
Hiya

Global Response

Booth Number: 521
Website: https://www.globalresponse.com
Twitter: https://twitter.com/brandcarepeople
LinkedIn: https://www.linkedin.com/company/global-response
Product Categories: Contact Center Resources, Outsourcing, Customer Experience

At Global Response, we live by the phrase: "Your brand, our passion!"

Our Brand Specialists are completely immersed in your culture.

Every solution is customized.
We process 500,000 interactions/week.
We build relationships that last.
We want your participation.

To learn more about our award winning outsourced contact center, visit our exhibit #521 in the expo or at www.globalresponse.com.

Facebookhttps://www.facebook.com/GlobalResponse/

Instagramhttps://www.instagram.com/globalresponse/

Twitter https://twitter.com/BrandCarePeople

GLOBO

Booth Number: 321
Website: http://helloglobo.com/
Twitter: https://www.twitter.com/helloglobo
LinkedIn: https://www.linkedin.com/company/helloglobo
Product Categories: Multichannel/Omnichannel Suites, Speech & Language Services, Customer Experience

GLOBO is a B2B communication platform provider, specializing in translation and interpretation technology, services, data and insights. GLOBO serves clients across industries, including healthcare, insurance, banking, life sciences, and gaming and tech, as well as federal and state government agencies. GLOBO’s cloud-based technology, GLOBO HQ™, is a centralized platform for every language need, including interpreting, translation and transcreation services. For more information, visit www.helloglobo.com.

HDI

Booth Number: 813
Website: https://www.thinkhdi.com/
Twitter: https://www.twitter.com/ThinkHDI
Product Categories: Training, on-site or virtual, Workforce Optimization/Performance Mgmt, Knowledge Management

HDI is the leading events and services organization empowering the technical support and service management industry and its people. We started the IT service and support industry over 30 years ago, and are the standard for performance improvement at both the organizational and professional levels.

We are also wholly committed to the advancement of this community. Whether it be through community membership, best practice resources and content, career networking tools, vendor references, local chapter membership or hosting in person events and meet ups, HDI is the industry’s leading connector and collaborator. That is why thousands of organizations and professionals have leaned on HDI over the years to connect them to the answers that advance their careers, grow their network and improve their customer satisfaction and employee engagement.

Hiya

Booth Number: 1107
Website: https://hiya.com/
Twitter: https://twitter.com/Hiya
LinkedIn: https://www.linkedin.com/company/hiyainc/
Product Categories: CRM Solutions, Phone/Data/Internet, Customer Experience

Hiya is revolutionizing the way people make and receive phone calls. With a mission to provide a better phone experience, Hiya Caller and Business Profiles provide users with important context, giving them the right information at the right time. Through analysis of more than 12 billion calls globally per month, Hiya protects nearly 60 million users from unwanted robo and spam calls by allowing users to block these calls from ringing through to their device.

Interactions
LanguageLine Solutions
Language Services Associates
Lessonly

Interactions

Booth Number: 111
Website: http://www.interactions.com
Twitter: https://twitter.com/interactionsco
LinkedIn: https://www.linkedin.com/company/interactions-corporation/
Product Categories: Multichannel/Omnichannel Suites, Artificial Intelligence, Customer Experience

Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices worldwide. For more information, visit www.interactions.com.

LanguageLine Solutions

Booth Number: 105
Website: http://languageline.com
Twitter: https://twitter.com/LanguageLine
LinkedIn: https://www.linkedin.com/company/languageline-solutions/
Product Categories: Speech & Language Services

LanguageLine Solutions® helps your organization communicate in more than 240 languages, 24/7/365. Trusted by more than 27,000 clients (including 71 Fortune 100 firms) we’re the global leader in innovative language access solutions for omni-channel contact centers. We provide high-quality, secure, phone and video interpreting, testing and training programs for bilingual staff, and translation and localization services to support global business success. Our linguists are tested and trained to provide accurate, confidential communication in the diverse industries we support, including financial services, healthcare, insurance and technology, with a focus on delivering exemplary customer service. Partnered with NICE*inContact, our cloud-based platform supports over 36M interpretation requests annually, providing clients with scalable language solutions to serve diverse clients in the language they prefer.

Language Services Associates

Booth Number: 300
Website: https://lsaweb.com/
Twitter: https://www.twitter.com/LSAWeb
LinkedIn: https://www.linkedin.com/company/language-services-associates
Product Categories: Contact Center Resources, Speech & Language Services, Customer Experience

Established in 1991, LSA is one of the largest and fastest-growing professional language service providers in the world. LSA’s full suite of language solutions helps companies across the globe meet business goals by serving the needs of their multicultural customers while delivering the best customer experience possible.
LSA offers the following language services in over 200 languages across virtually every industry segment: Interpreting by Telephone, Translation and Localization, Video Remote Interpreting, Face-to-Face Interpreting, American Sign Language, and Language Assessments.
Please stop by our table to meet IRIS, our Instant Remote Interpreting Service that quickly connects you to an interpreter from the convenience of your computer, tablet or smart phone.
For more information call 800.305.9673 or visit www.lsaweb.com.

Lessonly

Booth Number: 417
Website: https://www.lessonly.com/
Twitter: https://www.twitter.com/lessonly
LinkedIn: https://www.linkedin.com/company/3148030
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Lessonly is powerfully simple training software that helps teams learn, practice, and do better work. We are used by over 2 million learners at more than 550 leading companies including Trunk Club, Ibotta, U.S. Cellular, and Zendesk to share knowledge, develop skills, and reinforce best practices. The result is faster onboarding, higher NPS scores, more closed deals, and a superior customer experience.

Lightico
Mitel Networks
Noble Systems
No Jitter

Lightico

Booth Number: 1000
Website: https://www.lightico.com/
Twitter: https://twitter.com/lightico
LinkedIn: https://www.linkedin.com/company/lightico/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Customer Experience

Lightico’s real-time digital collaboration platform enables contact center agents to accelerate sales and service requests. With Lightico, while on a call, customers digitally sign documents, complete forms, share documents/ID, see images and videos and process payments securely. Lightico’s instant collaboration solution streamlines company workflows and improves customer journeys.

Mitel Networks

Booth Number: 304
Website: https://www.mitel.com/
Twitter: https://www.twitter.com/Mitel
LinkedIn: https://www.linkedin.com/company/mitel
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

Noble Systems

Booth Number: 901
Website: http://www.noblesystems.com/
Twitter: https://www.twitter.com/NobleSystems
LinkedIn: https://www.linkedin.com/company/noble-systems
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Employee Benefits, Incentives/Gamification

Noble Systems Corporation is a global leader in customer communications, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Tens of thousands of agents worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise and cloud platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, speech analytics, workforce management, and gamification. With a portfolio of 170 patents and growing, Noble leads the way in pioneering solutions for the contact center market.

No Jitter

Booth Number: 1120
Website: https://www.nojitter.com/
Product Categories: Contact Center Resources, Self-Service Tools, Workforce Optimization/Performance Mgmt

Your trusted daily source for industry news and analysis. No Jitter is produced by the same people who run Enterprise Connect, the largest conference/exhibition in the U.S. devoted exclusively to enterprise communications. No Jitter has unique access, insights, vigilance, energy, and reputation, which allow it to generate vibrant content on a daily basis. Check us out today!

NTT TechnoCross
OnBrand24
Oracle Customer Experience
OrecX

NTT TechnoCross

Booth Number: 101
Website: https://www.ntt-tx.co.jp/eng/products/foresight_vm/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

NTT TechnoCross transforms your contact centers into customer engagement centers by providing ForeSight Voice Mining, an advanced speech analytics solution. Foresight gives you insights for better customer experience, takes agent training and support to new heights, and increases operational and sales efficiency. Leveraging its award-winning speech-to-text technology, ForeSight transforms your call centers through real-time call monitoring and quantitative and objective analysis of massive untapped call data. More than 20,000 agents at 500 contact centers are currently providing superior customer experience with ForeSight Voice Mining.

NTT TechnoCross Corporation is a wholly owned subsidiary of NTT (Nippon Telegraph and Telephone Corporation), one of the world’s leading IT companies with R&D investment in AI, speech, and Big Data technologies among others.

OnBrand24

Booth Number: 802
Website: http://www.onbrand24.com/
Product Categories: Agent Desktop Software, Outsourcing, Social Media / Chat / Mobile Support

A premier outsourced domestic call center services provider for 30+ years, OnBrand24 offers inbound and outbound expertise across B2B and B2C markets. Awarded the Gold Medal by TopTenREVIEWS in 2014 (Silver in 2013) and named to the Inc. 5000 list of the fastest growing private companies the last two years, we specialize in customer service, order processing, tier 1 help desk; lead generation, appointment setting, customer win-back and customer research. Locations: Beverly, MA, Portsmouth, NH and Savannah, GA. All representatives work on-site for quality assurance, knowledge sharing, work performance monitoring and productivity. Phone, email, live chat.

Oracle Customer Experience

Booth Number: 509
Website: https://www.oracle.com
Product Categories: CRM Solutions, Artificial Intelligence, Customer Experience

Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. With more than 420,000 customers in more than 145 countries, Oracle provides a complete technology stack both in the cloud and in the data center. Oracle’s industry-leading cloud-based and on-premises solutions give customers complete deployment flexibility and unmatched benefits including application integration, advanced security, high availability, scalability, energy efficiency, powerful performance, and low total cost of ownership. For more information about Oracle (NYSE:ORCL), visit oracle.com.

OrecX

Booth Number: 920
Website: http://www.orecx.com/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

OrecX would like to help organize the world's spoken information (unstructured data). To do this, we have built and are constantly innovating the world's only open-source based call recording system which can easily integrate with any third-party system, including CRM, speech analytics, business intelligence, workforce optimization and biometrics solutions.

Installed in just 30 minutes, Oreka call recorder works with every phone system on the planet and offers value in a number of ways:
•Call Recording - businesses & contact centers record, store and replay calls for quality assurance, dispute resolution, order verification and agent training purposes
•Capabilities Insertion - premise & cloud solution providers take pieces of our recording platform and integrate it to strengthen their own capabilities
•Analytics Engine - software vendors use our raw analytics engine to power their own analytics solutions
•Data Ingestion - cloud providers record data, OrecX processes it, & the customer manages it using the Oreka interface.

PayActiv
Pipkins
Premiere Response
ProScheduler

PayActiv

Booth Number: 1013
Website: https://www.payactiv.com/
Product Categories: Employee Benefits, Incentives/Gamification, Employee Services/Benefits, Human Resource and/or Recruitment Tools

PayActiv is a financial technology solution that gives employees on-demand and real-time access to earned income plus many financial services including electronic bill pay, budgeting and savings tool, prescription discounts, financial literacy, and financial counseling through a holistic financial wellness platform.

Offering PayActiv as an employee benefit helps financially stressed working families escape costly fee and debt traps, and it helps employers save expense dollars annually because of reduced turnover and improved employee health, engagement, and productivity.

Pipkins

Booth Number: 400
Website: http://www.pipkins.com/
Twitter: https://www.twitter.com/pipkinswfm
LinkedIn: https://www.linkedin.com/company/130918
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Workforce Optimization/Performance Mgmt

A privately-held, American-owned company, Pipkins, Inc. was founded in 1983. Headquartered in St. Louis, Missouri, the firm is a leading supplier of workforce management software, providing sophisticated, cloud-based forecasting and scheduling technology, as well as other fully integrated solutions for performance management, real-time adherence, time and attendance tracking, task tracking, absence management, FMLA tracking, compliance monitoring, mentoring, collaboration, and more. Over its 36-year history, Pipkins has consistently created and delivered superior WFM solutions for contact centers of all sizes. Today, the Pipkins’ team continues to develop solutions to provide contact center managers with the state-of-the-art tools necessary to improve the efficiency and effectiveness of their people and systems … tools tailored for the management of today’s complex, omni-channel contact center environments. In addition, Pipkins WFM solutions have applications for back office and remote workers, as well as other enterprise-level operations.

Premiere Response

Booth Number: 102
Website: http://www.premiereresponse.com/
Product Categories: Contact Center Resources, CRM Solutions, Outsourcing

At Premiere Response, we bridge the gap between marketing concepts and service experiences by delivering exceptional contact center solutions. We deliver on brand promises with unique engagement strategies and smart service options.

Our focus is on providing customized solutions to companies who want to offer the highest level of service to their customers. We specialize in high-touch programs where we can provide value beyond responding to consumer contacts. We are constantly reviewing and testing new technology to enhance our capabilities and those of our clients. We pride ourselves on being a valued partner to our clients, together driving consumer engagement, optimizing the consumer experience, and maximizing operational efficiency.

Our U.S. contact centers support a global reach and our partnerships bring additional support to the Latin American and European markets. With 30 years of experience, we have proven success across multiple industries.

ProScheduler

Booth Number: 1117
Website: http://www.loxysoft.se/en/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Loxysoft is the provider of the workforce management system ProScheduler. ProScheduler is used by hundreds of call centers in North America to improve customer experience, by optimizing schedules based on incoming traffic, and for project planning of outbound activities. ProScheduler is affordable and has a truly intuitive and graphic user interface, which makes it quick to implement and learn. ROI is generally made within 6-8 months. The powerful optimizing engine creates optimized schedules within minutes, which makes it easy to try different settings to analyze effects and measure costs before publishing the schedules to your workforce.

ScreenSteps
SecureLogix
Sennheiser
Shelf

ScreenSteps

Booth Number: 1005
Website: https://www.screensteps.com
Product Categories: Training, on-site or virtual, Workforce Optimization/Performance Mgmt, Knowledge Management

If it takes new agents 60+ days to be proficient in your contact center, ScreenSteps will cut that number in half.

Or, in some cases, by as much as 75%.

Teams that use ScreenSteps during classroom-training experience three things:
1) Better engagement during training
2) More confidence after training
3) Decreased time to proficiency (by as many as 40 days)

As one of our BPO customers put it, "15 agents recently completed training using ScreenSteps and their performance is the BEST that this call center has seen from any new-hire training class in the last year."

You can also create self-paced courses that track completion and engagement. Perfect for those situations where you need agents to know about new product features, workflows, or marketing campaigns but you don't want to take everyone away from their desk to teach them about it.

SecureLogix

Booth Number: 1111
Website: http://www.securelogix.com
Product Categories: Cloud Solutions, Artificial Intelligence, Customer Experience

SecureLogix delivers a unified call security and authentication solution to enterprise, federal and military markets worldwide. Real-time security policy enforcement capabilities prevent call-level attacks, fraud, and service abuse and disruption. Cloudbased, automated call authentication and spoofing detection services increase contact center security, improve customer experiences and lower contact center costs. Our patented solutions, developed in partnership with the U.S. Department of Homeland Security, have filtered and secured billions of calls over the past 15+ years for some of the world’s largest corporations and military installations. For more information, visit SecureLogix on the Web at www.securelogix.com.

Sennheiser

Booth Number: 522
Website: https://en-us.sennheiser.com/headsets
Twitter: https://twitter.com/sennheisercco
LinkedIn: https://www.linkedin.com/company/sennheiser-communications
Product Categories: Contact Center Hardware, Phone/Data/Internet, Customer Experience

Sennheiser is the world's leading manufacturer of headphones, microphones and wireless transmission systems. SennheiserÍs Enterprise Solution division is specialized in the development of wireless headsets, wired headsets, speakerphones and conferencing systems for all aspects of your business needs.
We obtain certifications, test our products and develop long-term relationships with the leading global Unified Communications providers. You can count on an easy-to-install integrated solution that delivers a smooth and productive user experience.

Shelf

Booth Number: 1101
Website: https://shelf.io/
Product Categories: Self-Service Tools, Artificial Intelligence, Knowledge Management

Shelf is an award winning contact center and help desk knowledge management platform. Shelf offers advanced AI automation and the best search in the industry helping agents quickly find, manage and solve customer issues on the first call. Used by organizations like Slalom, Amazon and Nielsen, Shelf was designed by a Harvard knowledge management expert and data scientist for best in class search and organization. Unlike other knowledgebase platforms, Shelf offers pinpoint accurate document search, AI automation for maintenance and powerful analytics.

SmartAction LLC
Spearline
SpeechIQ
Stridepoint

SmartAction LLC

Booth Number: 1008
Website: http://www.smartaction.com/
Twitter: https://www.twitter.com/smartaction
LinkedIn: https://www.linkedin.com/company/351006/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Artificial Intelligence, Customer Experience

SmartAction is fundamentally improving the way customers communicate with their favorite brands. We are the leading provider of AI-powered customer self-service solutions. Our cloud based platform is built for enterprises to satisfy growing expectations for self-service. We focus on building an environment where intelligent virtual agents are handling complex customer requests in every medium – voice, SMS text, chat, social media, and mobile.

Spearline

Booth Number: 107
Website: http://www.spearline.com/
Twitter: https://twitter.com/Spearline_
LinkedIn: https://www.linkedin.com/company/spearline
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Contact Center Resources

Spearline is a leading market intelligence company in the telecommunications industry.
The Spearline platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically and at volume.
Operating in over 60 countries, the data gathered by the Spearline platform allows you to greatly reduce downtime and improve your customer experience.

SpeechIQ

Booth Number: 821
Website: http://www.speechiq.com
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Speech & Language Services

SpeechIQ is a revolutionary, cost-effective speech analytics and quality management platform that makes it easy to unlock the vast amount of data within your call recordings. Through an exceptionally easy to navigate platform, it’s easier than ever to analyze calls for call categorization, compliance, script adherence, sales effectiveness, and more. See why more and more companies are turning to SpeechIQ to help drive agent productivity, operations efficiency and improved customer experience.

Stridepoint

Booth Number: 1108
Website: https://www.stridepoint.com/
Twitter: https://twitter.com/Stridepoint
LinkedIn: https://www.linkedin.com/company/stridepoint/about/
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Test. Train. Protect.
Stridepoint tests and trains your teams to be secure, compliant, and up to speed on any custom topic.

Test.
Stridepoint social engineering security experts perform pretexting and phishing campaigns to see how your contact center employees handle real-world attack scenarios.

Train.
Stridepoint designers build custom courses so you can hold your employees accountable in any topic such as HR, Compliance, Security, and Policies and Procedures.

Protect.
Stridepoint empowers your employees to be sharp, perceptive, and proactive in protecting your business.

SWPP
TalentKeepers
TASKE Technology
TCN

SWPP

Booth Number: 1002
Website: http://www.swpp.org/
Twitter: https://www.twitter.com/SWPP_ORG
LinkedIn: https://www.linkedin.com/groups/2777089
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners in the contact center. SWPP provides its membership with a variety of benefits, including: member-only access to the website; e-mail Tip of the Week; quarterly newsletters with timely articles written by industry experts; regional networking meetings; online forum; free online trainings; and a discount for our professional workforce management certification (CWPP) and the SWPP Annual Conference. For more information, please visit our website at www.swpp.org. Also check out our sister organization, the Quality Assurance & Training Connection, at www.qatc.org.

TalentKeepers

Booth Number: 1004
Website: http://www.talentkeepers.com
Twitter: https://twitter.com/talentkeepers
LinkedIn: https://www.linkedin.com/company/77508
Product Categories: Human Resource and/or Recruitment Tools, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

TalentKeepers® is celebrating 19 years of providing award-winning employee engagement and retention solutions to help companies around the globe increase their performance. We’re a recognized leader in innovative onboarding tools, employee engagement surveys that drive growth and accountability, HRCI and SHRM certified training for HR professionals, unique eLearning leadership programs, teambuilding tools, and much more. Twice we have won HR Executive Magazine’s Product of the Year award. Our newly published book "Talent Keepers: How to Engage and Retain Great People," puts a new spin on a systematic approach to employee engagement and retention by providing precise tactics that have achieved proven results. Plus, it includes powerful methods of engaging employees beginning the moment they are hired. Re energize your efforts and expect more from your engagement and retention partner. Contact us today at solutions@talentkeepers.com.

TASKE Technology

Booth Number: 517
Website: http://www.taske.com/
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

TASKE contact center reporting software provides up-to-the-second real-time views of all callers waiting for or speaking with agents, historical reporting on inbound, outbound and internal call activity as well as call search with cradle-to-grave view. Improve contact center service levels and enhance customer retention strategies with TASKE.

TCN

Booth Number: 913
Website: http://www.tcn.com
Twitter: https://www.twitter.com/tcn
LinkedIn: https://www.linkedin.com/company/tcn-inc/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

TCN is a leading provider of cloud contact center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing. For more information, visit: http://www.tcn.com/ or follow on Twitter @tcn.

TechSee
Telnyx
The Boom Headsets
TransPerfect Connect

TechSee

Booth Number: 721
Website: http://techsee.me/
Twitter: https://twitter.com/techsee_me
LinkedIn: https://www.linkedin.com/company/techsee/
Product Categories: Self-Service Tools, Video Support, Artificial Intelligence

TechSee is transforming the CX domain with visual customer assistance powered by AI and Augmented Reality. Its cognitive visual platform applies computer vision AI which learns from every interaction, automating customer service over time. Customers receive visual guidance through their mobile screens in either assisted service or self-service modes, across every touchpoint, including unboxing, operational guidance, troubleshooting and billing. TechSee delivers proven ROI from dozens of contact center implementations for leading service providers and consumer electronics firms including Vodafone, Orange, Liberty Global, Samsung and Nespresso, with consistent KPI improvements such as increasing NPS and FCR, reduced truck rolls and fewer product returns.

Telnyx

Booth Number: 1021
Website: https://telnyx.com/
Product Categories: Cloud Solutions, Long Distance Phone Service, Self-Service Tools

Telnyx delivers voice, messaging and more for applications and next-generation communications companies. Telnyx is a communications platform that provides global carrier-grade services. Telnyx maintains an international, private IP network and grants its customers unprecedented control over their communications through its innovative portal and RESTful API.
Telnyx products include voice (elastic SIP trunking, global number search, and telephony data), programmatic messaging, embedded communications (WebRTC) and automated networking. Customers provision services a la carte and pay by usage for scalable, on-demand communications.

The Boom Headsets

Booth Number: 717
Website: http://www.theboom.com
Product Categories: Contact Center Hardware, Customer Experience

Worlds Best Noise Canceling Microphone Headsets - We provide clear communication in high noise environments where other microphones fail.
Our microphone is used in military Blackhawk helilcopters and Nascar racing to show the amount of noise we can still provide clear communication When used in dense call areas we provide a quiet background, eliminating ALL background noise. No personal information or other conversations are ever overheard by customers .
Free demos so you can see what a difference we make for your company.

TransPerfect Connect

Booth Number: 807
Website: https://www.transperfectconnect.com/
Twitter: https://twitter.com/TransPerfect
LinkedIn: https://www.linkedin.com/showcase/transperfectconnect
Product Categories: Contact Center Resources, Outsourcing, Speech & Language Services

TransPerfect Connect is a leading provider of global call center services, business process outsourcing (BPO), and remote interpreting solutions including over-the-phone interpretation (OPI), video remote interpretation, as well as multilingual email and chat support. With services in over 170 languages and industry-specialized interpreters screened for subject expertise, TransPerfect Connect enables businesses to bridge communication gaps in seconds. TransPerfect Connect is a division of TransPerfect, the world’s leading provider of language and technology solutions for global business. Founded in 1992, TransPerfect has over 4,000 employees and maintains offices in more than 90 cities worldwide.

Trillys Systems
UiPath
unymira
Verint Monet

Trillys Systems

Booth Number: 1017
Website: http://www.trillys.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Resources, Workforce Optimization/Performance Mgmt

Actucall is a computer software application for use in the field of telecommunications, namely an application for collecting, organizing and reporting of call progress messages (CPM) and call detailed records (CDR) in a Communications Network. Trillys Systems developed Actucall to allow Private and Public end-clients to collect information from incoming, internal and outgoing calls; the system then generates real Time, Queried and Trending reports. With Actucall, designed and powered by Trillys Systems, we THINK and record data OUTSIDE the box! What is a missed call worth to you?

UiPath

Booth Number: 420
Website: http://www.uipath.com
Product Categories: Workforce Optimization/Performance Mgmt, Artificial Intelligence, Customer Experience

UiPath is leading the “Automation First” era – championing one robot for every person, delivering free and open training and collaboration and enabling robots to learn new skills through AI and machine learning. Led by a commitment to bring digital era skills to more than a million people, the company’s enterprise Robotic Process Automation (RPA) platform has already automated millions of repetitive, mind-numbing tasks for business and government organizations all over the world.

unymira

Booth Number: 921
Website: http://www.unymira.com/en/
Twitter: https://twitter.com/unymira_us
LinkedIn: https://www.linkedin.com/company/unymira-united-states
Product Categories: Multichannel/Omnichannel Suites, Self-Service Tools, Knowledge Management

unymira is one of the leading knowledge management software providers for customer service and support organizations. Founded in 1977, only a few providers can boast more experience in knowledge management for contact centers. Over 300 midsize, large enterprises and public-sector institutions trust in our innovative knowledge management and integrated self-service solutions. With our ACTIVE knowledge base, Knowledge Center, which is unique in the market, we help customer service agents to find answers easily and quickly. Our technology enables contact centers to maximize productivity and to improve customer experience, through all support channels.

Verint Monet

Booth Number: 305
Website: https://www.monetsoftware.com/
Twitter: https://www.twitter.com/MonetSoftware
LinkedIn: https://www.linkedin.com/company/monet-software
Product Categories: Cloud Solutions, Workforce Optimization/Performance Mgmt, Customer Experience

Verint Monet is a global provider of cloud workforce management software that enables small and medium sized businesses to optimize workforce engagement. The Verint Monet award-winning platform includes workforce management, call recording, quality management, and performance management and ensures flexibility, intuitive user experience, and reliability, resulting in increased productivity, service levels while reducing center costs.
For more information, go to www.monetsoftware.com

Voiance Language Services
VoizTrail
World Connection
Zendesk

Voiance Language Services

Booth Number: 808
Website: http://www.voiance.com/
Twitter: https://www.twitter.com/voiance
LinkedIn: https://www.linkedin.com/company/voiance-language-services
Product Categories: Speech & Language Services, Training, on-site or virtual, Customer Experience

Voiance, a division of CyraCom, is the leading provider of interpreting services to Fortune 500 companies, government agencies, and contact centers. Whether by phone, video, mobile app, or written text, Voiance’s language interpretation services improve customer and employee satisfaction for thousands of organizations across the Unties States. Offering hundreds of languages and operating 24/7, the Company’s interpreters are accessible within seconds after selecting a language.

VoizTrail

Booth Number: 1100
Website: https://kghawes.com/
LinkedIn: https://www.linkedin.com/showcase/voiztrail
Product Categories: Analytics Software/Customer Analytics, Customer Satisfaction Surveys (NPS, VOC, etc), Quality Monitoring & Coaching, Speech & Language Services

The VoizTrail suite provides contact centers with full-scale speech analytics capabilities that simplifies the results and makes it easy to identify areas for improvement and track performance. The fully scalable platform organizes data into three areas for optimization- compliance, efficiency, and performance, providing a roadmap for businesses to operate at their full potential.

Fast fact: VoizTrail can be tailor made completely through its configurable modules to fit any operations.
It is offered on a SaaS platform with ‘pay as you go’ model with ‘no retainer fee’ and ‘no minimal’.

World Connection

Booth Number: 409
Website: http://www.wconnection.net/
LinkedIn: https://www.linkedin.com/company/world-connection-guatemala
Product Categories: Outsourcing, Social Media / Chat / Mobile Support, Speech & Language Services

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America.
Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho; Pereira, Bucaramanaga & Cali in Colombia and Managua, Nicaragua.
We have developed a reputation with our existing clients as a leader and preferred partner in Sales, Customer Service, Technical support and Backoffice work. We are absolutely flexible to meet all of your business needs and provide the individual attention you need and want from an outsourced partner.

Zendesk

Booth Number: 204
Website: https://www.zendesk.com/
Twitter: https://www.twitter.com/zendesk
LinkedIn: https://www.linkedin.com/company/zendesk
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Customer Experience

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 16 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Zoho Desk

Zoho Desk

Booth Number: 516
Website: https://www.zoho.com/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Self-Service Tools

Zoho Desk is the industry's first context-aware customer service software. It focuses on giving organizations actionable context at the right time to deliver customer experiences. Zoho Desk is a part of Zoho One, a suite of 40+ cloud-based business software products trusted by over 35 million users around the world. Learn more at www.zohodesk.com.

Conference Host

ICMI

Booth Number: 813
Website: https://www.icmi.com
Twitter: https://twitter.com/CallCenterICMI
LinkedIn: https://www.linkedin.com/company/38883/admin/
Product Categories: Training, on-site or virtual, Workforce Optimization/Performance Mgmt, Customer Experience

ICMI has been at the forefront of improving customer experiences for over 30 years. We are 100% focused on empowering contact center professionals to improve their skills, advance their career, and enhance the performance of their organizations. More than 50,000 organizations worldwide have joined ICMI on a collective journey to elevate the customer experience through training, events, consulting and information resources.

Whether it be measuring a contact center’s effectiveness, identifying their omni-channel strategy, assessing their operations, providing tools to manage and motivate their teams, or creating a technology roadmap, ICMI's experienced and dedicated team of industry insiders, trainers, speakers and consultants are committed to helping you raise the strategic value of your contact center.

Diamond

Genesys

Booth Number: 607
Website: http://www.genesys.com/
Twitter: https://www.twitter.com/Genesys
LinkedIn: https://www.linkedin.com/company/Genesys
Product Categories: Cloud Solutions, Artificial Intelligence, Customer Experience

Genesys¬ powers 25 billion of the worldÍs best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

Diamond

Salesforce

Booth Number: 401
Website: https://www.salesforce.com
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Cloud Solutions, CRM Solutions, Multichannel/Omnichannel Suites, Self-Service Tools, Social Media / Chat / Mobile Support, Artificial Intelligence, Knowledge Management

Service Cloud, the world’s #1 intelligent customer service platform, enables companies to transform the customer experience with smart customer service conversations across every channel. Whether engaging customers via messaging, video, communities, web chat, in-app, email, phone or even communicating directly with connected products, Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences across every channel. Companies that have deployed Service Cloud have seen an average 22 percent decrease in support costs and 28 percent increase in agent productivity according to a third-party research report sponsored by Salesforce.

Platinum

NICE inContact

Booth Number: 801
Website: http://www.niceincontact.com
Twitter: https://www.twitter.com/incontact
LinkedIn: https://www.linkedin.com/company/niceincontact
Product Categories: Cloud Solutions, Workforce Optimization/Performance Mgmt, Customer Experience

NICE inContact is the cloud contact center software leader, empowering organizations to provide exceptional customer experiences with the world’s No. 1 cloud customer experience platform, NICE inContact CXone™. CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation to help companies act smarter and respond faster to consumer expectations. NICE inContact, a NICE company, is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG, and serves customers in more than 150 countries, including over 85 of the Fortune 100 companies. www.niceincontact.com

Global Vision

8x8

Booth Number: 703
Website: http://www.8x8.com
Twitter: https://www.twitter.com/8x8
LinkedIn: https://www.linkedin.com/company/8x8
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Customer Experience

8x8, Inc. (NYSE:EGHT) cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations.

Gold

Appian

Booth Number: 508
Website: https://www.appiancorp.com
Product Categories: Agent Desktop Software, Cloud Solutions, Customer Experience

Appian provides a software development platform that combines intelligent automation and low-code development to rapidly deliver powerful business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk and compliance. For more information, visit www.appian.com.

Gold

Bright Pattern

Booth Number: 709
Website: https://www.brightpattern.com/
Twitter: https://www.twitter.com/brightpatternus
LinkedIn: https://www.linkedin.com/company/bright-pattern-inc-/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

Bright Pattern provides the most simple and powerful contact center for midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users—without costly professional services. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across traditional channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern’s cloud contact center solution is used globally in over 26 countries and 12 languages.

Gold

RingCentral, Inc.

Booth Number: 601
Website: https://www.ringcentral.com/
Twitter: https://twitter.com/RingCentral
LinkedIn: https://www.linkedin.com/company-beta/60868/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

RingCentral is a global provider of pure-cloud unified communications, collaboration, and call center solutions. The company's market-leading RingCentral Contact Center helps build customer loyalty and increase agent productivity with its powerful omnichannel capabilities. Beyond the call center, RingCentral offers other easy-to-use communications tools to help businesses drive greater customer engagement and boost organizational efficiency. RingCentral is headquartered in Belmont, California.

Gold

Serenova

Booth Number: 608
Website: https://www.serenova.com/
Twitter: https://www.twitter.com/SerenovaShine
LinkedIn: https://www.linkedin.com/company/serenova
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Contact Center Resources, CRM Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), Multichannel/Omnichannel Suites, Quality Monitoring & Coaching, Self-Service Tools, Social Media / Chat / Mobile Support, Speech & Language Services, Training, on-site or virtual, WebRTC, Workforce Optimization/Performance Mgmt, Artificial Intelligence, Customer Experience

Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia. Learn more at www.serenova.com.

Gold

Sharpen

Booth Number: 602
Website: https://sharpencx.com/
Twitter: https://www.twitter.com/sharpentech
LinkedIn: https://www.linkedin.com/company/sharpentech/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Quality Monitoring & Coaching

Sharpen is the agent-first contact center platform providing an easier, simpler way to provide customer service on a global scale. Their cloud-native platform uses any mix of the leading service providers to give perfect voice quality, and A.I. powered communications with no regional boundaries. The platform is HIPAA & PCI compliant, carries a financially-backed 99.999% uptime guarantee, and all data is encrypted at rest and in transit.

With a better approach to omni-channel and the full range of mission-critical features, Sharpen provides a clear path for contact centers to move away from legacy products. Deep analytics and multiple levels of customization options help businesses grow even farther in their efforts to provide better customer experiences.

Sharpen’s focus on the agent experience is helping businesses of all kinds find ROI through agent improvement, cost savings, and increases in CSAT ratings.

Gold

Talkdesk

Booth Number: 700
Website: https://www.talkdesk.com/
Twitter: https://twitter.com/Talkdesk
LinkedIn: https://www.linkedin.com/company/talkdesk/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

Gold

Twilio

Booth Number: 308
Website: https://www.twilio.com/
Twitter: https://www.twitter.com/twilio
LinkedIn: https://www.linkedin.com/company/twilio-inc-
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Customer Experience

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Silver

Aspect

Booth Number: 201
Website: https://www.aspect.com/
Twitter: https://twitter.com/aspectsoftware
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

Aspect is on a mission to simplify and improve customer engagement. Our software is used by millions of agents every year and supports billions of consumer interactions around the world. Our complete suite of contact center and workforce optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly-scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more are available on-premises or in any hosted, private or public cloud environment. For more information, visit www.aspect.com. Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Silver

Bold360 by LogMeIn

Booth Number: 408
Website: https://www.bold360.com/
Product Categories: Self-Service Tools, Social Media / Chat / Mobile Support, Artificial Intelligence

Bold360 is the ultimate customer engagement solution delivering the richest possible customer profiles and fastest time-to-value. Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels including chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Leveraging the power of A.I., Bold360 helps personalize and enhance every engagement, no matter where it takes place – liberating agents to do what they're best at, being human. It helps you deliver fundamentally better customer experiences, more easily – no matter the problem, channel or device. Bold360 delivers groundbreaking intelligence with out of the box simplicity, improving contact center efficiencies and delivering richer and more personalized customer experiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.

Silver

Cisco

Booth Number: 421
Website: https://www.cisco.com/
Twitter: https://www.twitter.com/CiscoCC
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Multichannel/Omnichannel Suites

Cisco Customer Care solutions empower business to deliver a connected digital experience, enabling companies to deliver contextual, continuous and capability-rich journey’s to customers, across time and channels. These solutions combine traditional contact center technology with critical additions in social media, network-based multimedia capture and recording, new agent desktop paradigms, and video solutions enabling organizations to seamlessly engage with their customers throughout the entire journey for positive business outcomes.

Silver

Clarabridge

Booth Number: 210
Website: http://www.clarabridge.com
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

Clarabridge offers the leading out-of-the box SaaS solution to power customer experience management initiatives. Businesses gain insight to improve the customer journey, spanning all business processes and customer interactions. Social care teams use Clarabridge to provide a real-time response to customers. Our technology is the most comprehensive solution for omni-source listening, accurate customer and text analytics, and real-time, guided action. The result: a better customer experience. For more information, visit www.clarabridge.com.

Silver

Edify

Booth Number: 209
Website: https://www.edify.cx
Twitter: https://www.twitter.com/edifycx
LinkedIn: https://www.linkedin.com/company/edify-labs
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

Edify Labs, Inc. is a global, highly configurable communications platform with the goal of strengthening connections with customers and across teams. Co-founded by Cameron Weeks and Bracken fields, Edify is the newest innovator in cloud-based customer experience solutions. Edify combines the core functionality of Communications Platform as a Service (CPaaS), Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS)/Private Branch Exchange phone system (PBX) platforms with customer success tools. Edify is the first platform to offer Business Communications as a Service (BCaaS) in one dashboard with one vendor.

Silver

Five9

Booth Number: 503
Website: http://www.five9.com
Twitter: https://www.twitter.com/Five9
LinkedIn: https://www.linkedin.com/company/five9
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating over three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that it reliable, secure, compliant and scalable which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.

Silver

Neustar, Inc.

Booth Number: 512
Website: https://www.risk.neustar/
Twitter: https://twitter.com/Neustar
LinkedIn: https://www.linkedin.com/company/neustar-inc/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources, Customer Experience

Neustar Risk & Fraud solutions provide trusted insights into who is on the other end of every interaction. Featuring the industry’s most comprehensive identity resolution, Neustar helps businesses mitigate fraud and regulatory compliance risk, while simultaneously enabling a frictionless customer experience across all customer contact channels.

Neustar enables organizations to scrutinize and authenticate consumer information through verifying the identities and contact information for customers, prospects, and leads with rich, real-time authoritative data and dynamic attributes. All of the top 10 U.S. financial institutions trust Neustar in making millions of decisions every day — from ensuring that the real consumers get through and fraudulent ones don’t, to improving operational efficiency, to mitigating risk and protecting brand reputations. Neustar works with businesses to drive the connected world forward with trusted, holistic identity resolution.

Silver

ServiceNow

Booth Number: 722
Website: https://www.servicenow.com/
Twitter: https://twitter.com/servicenow
LinkedIn: https://www.linkedin.com/company/servicenow/
Product Categories: Agent Desktop Software, Cloud Solutions, Knowledge Management

With ServiceNow® Customer Service Management, companies can increase customer satisfaction while reducing costs by connecting customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end. You can monitor trends and customers’ products and services to notify customers potentially affected by issues as well as proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests with the portal, service catalog, virtual agent, and online communities.

AcuCall
ADDASOUND

AcuCall

Booth Number: 200
Website: http://www.acucall.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

Specializing in unified contact center solutions, AcuCall provides a cloud-based omnichannel platform that is TCPA, PCI, and HIPAA compliant. Our solutions deliver a seamless experience across all touch points increasing customer engagement and driving results to ensure optimal efficiency, increased revenue opportunities, and lower operating costs. AcuCall operates in North Palm Beach, FL (Corporate Headquarters) and Saint-Petersburg, Russia.

ADDASOUND

Booth Number: 1020
Website: http://www.addasound.com
Twitter: https://twitter.com/addasound
LinkedIn: https://www.linkedin.com/company/addasound-denmark-a-s/
Product Categories: Contact Center Hardware, Workforce Optimization/Performance Mgmt, Customer Experience

Originated from Denmark, a country that leads the world’s sound technology, ADDASOUND is a top global manufacturer and provider of intelligent voice and unified communication devices. The founders are a reputable team with strong expertise in electro-acoustics, whose members built an international reputation through developing and designing many award winning products. Our high quality noise cancellation headsets are designed for three major markets: Call Centers, Office Workers and Mobile Workers. In Denmark, ADDASOUND is equipped with the world’s most advanced electro-acoustic devices, providing powerful support for products’ design, development and testing.

AGENT511
Ameridial, Inc.

AGENT511

Booth Number: 616
Website: https://www.agent511.com/
Product Categories: Contact Center Resources, Multichannel/Omnichannel Suites, Self-Service Tools

AGENT511 solves complex customer engagement challenges with proactive, interactive text, email, voice, and social media communications. Solutions combine intelligent message routing and notifications to provide two-way text interactivity, triggered customized alerts, live multimedia chat, social media interaction, and geospatial routing.

Streamline communications and accessibility providing customers with timely, relevant notifications that may include account updates, promotions, service interruption alerts, and billing details via mobile devices and social networks.

Reduce inbound calls and improve consumer satisfaction with reliable access and self-service channels allowing your customer care center to focus on complex requests while delivering an enhanced customer experience and peace of mind for all.

Ameridial, Inc.

Booth Number: 104
Website: https://www.ameridial.com/
LinkedIn: https://www.linkedin.com/company/ameridial-inc/
Product Categories: Outsourcing, Social Media / Chat / Mobile Support, Customer Experience

Ameridial provides high-quality call center services. We deliver exceptional customer experiences and top notch results. Founded in 1987, Ameridial is a family-owned company headquartered in North Canton, Ohio with 6 U.S. based call centers.

Ameridial processes over 50 million customer interactions each year. Our experience makes us the right call center partner for you. We focus on service, quality, and sales, striving to meet your goals and advance your business.

We design customized multi-channel solutions that provide a seamless experience for your customers. Ameridial’s experience, responsiveness, flexibility, and transparency – are all working to build your brand.

ASC Americas
Authority Software

ASC Americas

Booth Number: 1116
Website: https://asctechnologies.com/
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Workforce Optimization/Performance Mgmt

Authority Software

Booth Number: 106
Website: http://www.authoritysoftware.com
Twitter: https://twitter.com/AuthoritySoft1
LinkedIn: https://www.linkedin.com/company/authority-software
Product Categories: Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt, Customer Experience

Authority Software provides cloud-based workforce optimization solutions for contact centers. Our fully integrated suite of products includes quality recording management, scripting, workforce management and patented PCI compliance applications that are easy to use and can be deployed in record speed for both new and existing contact center environments.

Authority leverages its proprietary rapid development platform to customize solutions to meet the unique requirements of any contact center and the applications can be used on their own or as a component of an integrated delivery process with existing telephony, CRM, quality management, or omnichannel communications platforms.

Authority scales easily and has been deployed worldwide in organizations ranging from small in-house contact centers, to global enterprises across virtually every vertical industry. Authority solutions have been widely adopted by contact centers seeking to improve agent performance, increase customer satisfaction and drive enterprise-wide productivity.

Bandwidth
BPA Quality

Bandwidth

Booth Number: 715
Website: https://www.bandwidth.com/
Twitter: https://www.twitter.com/bandwidth
LinkedIn: https://www.linkedin.com/company/bandwidth-inc
Product Categories: Cloud Solutions, Long Distance Phone Service, Phone/Data/Internet

Offering access to voice, messaging, phone numbers, and 9-1-1 from the cloud, Bandwidth provides modern communications, with an API platform built atop our own nationwide all-IP voice network. We help businesses disrupt expectations, migrate their communications to the cloud, and expand their footprint, all with our signature award-winning support.

BPA Quality

Booth Number: 112
Website: https://bpaquality.com/
Twitter: https://twitter.com/BPAQUALITY
LinkedIn: https://www.linkedin.com/company/bpa-quality-
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

BPA Quality, the #1 provider of contact center quality solutions worldwide, providing Remote Call Monitoring, Mystery Calling, Surveys, Speech Analytics and Training in over 40 languages worldwide.

With over 30 years of experience, over 300 different clients, and millions of observations made worldwide, BPA Quality has the knowledge and ingenuity to find the answers you're
looking for.

Calabrio, Inc.
Call Design

Calabrio, Inc.

Booth Number: 413
Website: https://www.calabrio.com/
Twitter: https://www.twitter.com/calabrio
LinkedIn: https://www.linkedin.com/company/calabrio-inc
Product Categories: Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt, Artificial Intelligence

Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

Call Design

Booth Number: 301
Website: http://calldesignNA.com
Twitter: https://www.twitter.com/calldesignna
LinkedIn: https://www.linkedin.com/company/call-design-north-america
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Workforce Engagement Management: Getting it just right!
Since 1999, Call Design has cultivated a process that includes decades of combined experience, a consultative approach and market-leading technologies to Engage Employees, Optimize Customer Experience, and ensure the right people are in the right place with the right skills at the right time.

Serving small, medium and very large centers, we specialize in Workforce Management, Performance Analytics, Quality Management, Speech Analytics, Contact Routing, Mobile WFM and Intraday Automation, all available in the Cloud.

Call Design backs up world-class technology with excellent WFM support, plus out-of-this-world personalized training and consulting services that optimize WFM, teach the fundamentals of Workforce Management, and take your Workforce Optimization practice to the next level.

CallMiner
CallN

CallMiner

Booth Number: 404
Website: https://callminer.com/
Twitter: https://www.twitter.com/CallMiner
LinkedIn: https://www.linkedin.com/company/callminer
Product Categories: Analytics Software/Customer Analytics, Artificial Intelligence, Customer Experience

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was recently named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018. www.callminer.com.

CallN

Booth Number: 205
Website: http://www.calln.com
LinkedIn: https://www.linkedin.com/company/calln/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

CallN provides Contact Centre QA automation and CX Management for all voice-based interactions. CallN works seamlessly with dozens of VoIP telephony systems and receives rave reviews from our customers. CallN offers two products: CallN Business and CallN Enterprise. CallN Enterprise uses an AI-assisted voice transcription engine, machine learning and world class visualisations to distill large volumes of call data into actionable insights. It can extract keywords, provide drill down sentiment analysis, geo-location of calls to analyse patterns, topic analysis, in depth user/agent scoring, automatic PCI features that redact credit card information, and a drag and drop rules engine. It delivers tangible ROI measured in months not years. CallN Business focuses on business intelligence derived from call recordings via VoIP telephony and includes features like call recordings, instant call playback, advanced search and filter capabilities, campaign creation, CRM integration via REST API, state of the art security and more.

Cambridge Sound Management
Chetu

Cambridge Sound Management

Booth Number: 621
Website: https://cambridgesound.com/
Twitter: https://twitter.com/Cambridge_Sound
LinkedIn: https://www.linkedin.com/company/1007341/
Product Categories: Workforce Optimization/Performance Mgmt

Cambridge Sound Management, Inc., a Biamp Systems company, manufactures QtPro and DynasoundPro sound masking systems to help organizations across multiple industries protect speech privacy, reduce noise distractions, and increase workplace productivity. Cambridge Sound Management’s proprietary sound masking technology works by emitting a uniform, barely perceptible background sound at the frequencies of human speech. Cost-effective and easy to install, their sound masking, office paging, and background music systems are deployed in hundreds of millions of square feet of space throughout the world including commercial organizations, healthcare facilities, financial services, government agencies, and educational institutions.

Chetu

Booth Number: 622
Website: http://www.chetu.com/
Twitter: https://twitter.com/ChetuInc
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software

Chetu is an award winning custom software solutions provider for the contact center industry. Chetu's elite team develop Customer Relationship Management (CRM) systems and features for automation of the customer lifecycle journey, we program applications for multi-channel management including web, mobile, social, call center, and in person, specialized Partner Relationship Management (PRM) software features, and more. For more information, please visit: https://www.chetu.com/solutions/crm.php

Cirrus Response Inc.
Cognigy

Cirrus Response Inc.

Booth Number: 1104
Website: https://www.cirrusresponse.com/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites, Speech & Language Services

Cirrus is a provider of omni-channel cloud Contact Center Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Center and IPT environment, provides a recipe for business transformational success. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your advisors will love.

Cognigy

Booth Number: 1112
Website: https://www.cognigy.com/
Product Categories: Self-Service Tools, Artificial Intelligence, Customer Experience

Cognigy provides a highly-flexible conversational AI platform for enterprises to build complex, integrated process automation solutions through the use of cognitive bots.

ContactUS Communications
Content Guru

ContactUS Communications

Booth Number: 1001
Website: https://www.contactusinc.com/
LinkedIn: https://www.linkedin.com/company/contactus-communications
Product Categories: Contact Center Resources, Outsourcing, Social Media / Chat / Mobile Support

ContactUS Communications is a U.S. based contact center services organization supporting global brands across a variety of industries. The company delivers outsourced customer care, inbound and outbound sales, customer retention and win-back programs, technical support, and customer experience software (MotionCX). ContactUS provides dedicated customer service staff, supervision, and management to measurably improve clients’ business performance. All while maintaining an efficient cost-structure. Technology-driven and centered around innovation, ContactUS’ technology division builds and deploys new customer experience software, including a social media engagement platform, a real-time monitoring application, and a customer relationship management tool. ContactUS' hybrid offering of customer experience software and omni-channel outsourcing continues to position the company as a value-added partner in the market.

Content Guru

Booth Number: 309
Website: http://www.contentguru.com/
Twitter: https://www.twitter.com/cgchirp
LinkedIn: https://www.linkedin.com/company-beta/227405/
Product Categories: Multichannel/Omnichannel Suites, Artificial Intelligence, Customer Experience

Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform.

Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include Chubb, Sodexo, and the UK's National Health Service (NHS).

Employment Technologies
ExecVision

Employment Technologies

Booth Number: 820
Website: http://employmenttechnologies.com/
LinkedIn: https://www.linkedin.com/company/employmenttechnologies/
Product Categories: Human Resource and/or Recruitment Tools, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Employment Technologies is the world leader in simulation software for employment testing and talent prediction. Our award-winning EASy Simulations® are proven to increase hiring accuracy, reduce hiring time and costs, accelerate employee performance, and reduce turnover. We offer complete HR solutions for key contact center jobs, including customer service, sales, collections, e-reps, team leaders, and more.

Discover how EASy Simulations can help you gain Hire Confidence® by boosting employee performance and transforming your contact center. Call 888.332.0649 or click here to learn more.

ExecVision

Booth Number: 1103
Website: http://www.execvision.io
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Artificial Intelligence

ExecVision is the only Conversation Intelligence software designed by seasoned sales and customer success professionals. ExecVision uniquely empowers organizations to coach people efficiently at scale, improving agent performance, and driving human behavior change.

ExecVision analyzes existing call recordings by leveraging AI to unlock key insights, flag coachable moments, interpret emotion, and compare outcomes. This provides managers insight into what is–and isn’t–working on every call, and what differentiates top performers from everyone else. Users can then search interactions and make smarter decisions by combining CRM data with real conversation data.

Fonolo
Freshworks

Fonolo

Booth Number: 909
Website: https://fonolo.com/
Twitter: https://www.twitter.com/fonolo
LinkedIn: https://www.linkedin.com/company/fonolo
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Contact Center Resources

As the leading provider of cloud-based call-back solutions, Fonolo eliminates hold time and improves the way call centers interact with their customers on the web, mobile or by phone.

Fonolo's In-Call Rescue solution gives your customers the option to "Press 1 to get a call-back from the next agent," while Web Rescue and Mobile Rescue power your website and mobile app with click-to-call-back capabilities.

Fonolo's cloud-based technology works with any call center infrastructure and has minimal impact on your existing processes. An optional on-premise appliance can also be added to comply with strict security requirements.

For more information, visit fonolo.com or contact us at info@fonolo.com.

Freshworks

Booth Number: 511
Website: https://www.freshworks.com/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Customer Experience

Founded in 2010 by Girish Mathrubootham and Shan Krishnasamy, Freshworks Inc. is the leading provider of cloud-based customer engagement software. Freshworks’ suite of products include the flagship product, Freshdesk, which allows organizations to support customers across multiple channels such as email, phone, websites, forums, and social media; Freshservice, a cloud-based service desk and IT service management solution; Freshsales, a CRM solution and sales system for high-velocity sales teams; and Freshcaller, a cloud based call center software.

With a total of $149 Million raised in over six rounds of funding, Freshworks is backed by some of the top investment firms in the world – Accel, Tiger Global, CapitalG and Sequoia Capital. Over 100,000 businesses, such as SolarCity, Bridgestone, Cisco, Sony Pictures, 3M and Honda to name a few, use Freshworks’ suite of products to provide their end customers with the best customer experience possible.

GamEffective
Gladly

GamEffective

Booth Number: 905
Website: http://www.gameffective.com/
Twitter: https://www.twitter.com/gameffective
LinkedIn: https://www.linkedin.com/company/gameffective
Product Categories: Employee Benefits, Incentives/Gamification, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Gameffective is an Employee Centric Performance Management Platform – the “fitness tracker” for the Connected Workforce of the Future. The platform empowers employees to boost their work performance through hyper personalized goals, real time tracking and data-driven, actionable feedback and coaching. Deployed with the world’s leading organizations Gameffective helps managers drive up employee value day by day.

Gladly

Booth Number: 814
Website: https://www.gladly.com/
Twitter: https://www.twitter.com/gladly
LinkedIn: https://www.linkedin.com/company/gladly-inc
Product Categories: Multichannel/Omnichannel Suites, Self-Service Tools, Customer Experience

Gladly is reinventing customer service. We believe that customer loyalty starts with conversations that make customers feel known and cared for. That’s why we built a platform that puts customers and conversations at the center. Our modern, simple interface allows agents and managers to see the entire lifetime of customer conversations, across all channels, in a single place. Gladly also understands and helps manage the complexities of 21st century customer service - including routing and SLAs, as well as provides the voice of your customer through real time analytics on the topics of all your conversations. Let’s talk.

Global Response
GLOBO

Global Response

Booth Number: 521
Website: https://www.globalresponse.com
Twitter: https://twitter.com/brandcarepeople
LinkedIn: https://www.linkedin.com/company/global-response
Product Categories: Contact Center Resources, Outsourcing, Customer Experience

At Global Response, we live by the phrase: "Your brand, our passion!"

Our Brand Specialists are completely immersed in your culture.

Every solution is customized.
We process 500,000 interactions/week.
We build relationships that last.
We want your participation.

To learn more about our award winning outsourced contact center, visit our exhibit #521 in the expo or at www.globalresponse.com.

Facebookhttps://www.facebook.com/GlobalResponse/

Instagramhttps://www.instagram.com/globalresponse/

Twitter https://twitter.com/BrandCarePeople

GLOBO

Booth Number: 321
Website: http://helloglobo.com/
Twitter: https://www.twitter.com/helloglobo
LinkedIn: https://www.linkedin.com/company/helloglobo
Product Categories: Multichannel/Omnichannel Suites, Speech & Language Services, Customer Experience

GLOBO is a B2B communication platform provider, specializing in translation and interpretation technology, services, data and insights. GLOBO serves clients across industries, including healthcare, insurance, banking, life sciences, and gaming and tech, as well as federal and state government agencies. GLOBO’s cloud-based technology, GLOBO HQ™, is a centralized platform for every language need, including interpreting, translation and transcreation services. For more information, visit www.helloglobo.com.

HDI
Hiya

HDI

Booth Number: 813
Website: https://www.thinkhdi.com/
Twitter: https://www.twitter.com/ThinkHDI
Product Categories: Training, on-site or virtual, Workforce Optimization/Performance Mgmt, Knowledge Management

HDI is the leading events and services organization empowering the technical support and service management industry and its people. We started the IT service and support industry over 30 years ago, and are the standard for performance improvement at both the organizational and professional levels.

We are also wholly committed to the advancement of this community. Whether it be through community membership, best practice resources and content, career networking tools, vendor references, local chapter membership or hosting in person events and meet ups, HDI is the industry’s leading connector and collaborator. That is why thousands of organizations and professionals have leaned on HDI over the years to connect them to the answers that advance their careers, grow their network and improve their customer satisfaction and employee engagement.

Hiya

Booth Number: 1107
Website: https://hiya.com/
Twitter: https://twitter.com/Hiya
LinkedIn: https://www.linkedin.com/company/hiyainc/
Product Categories: CRM Solutions, Phone/Data/Internet, Customer Experience

Hiya is revolutionizing the way people make and receive phone calls. With a mission to provide a better phone experience, Hiya Caller and Business Profiles provide users with important context, giving them the right information at the right time. Through analysis of more than 12 billion calls globally per month, Hiya protects nearly 60 million users from unwanted robo and spam calls by allowing users to block these calls from ringing through to their device.

Interactions
LanguageLine Solutions

Interactions

Booth Number: 111
Website: http://www.interactions.com
Twitter: https://twitter.com/interactionsco
LinkedIn: https://www.linkedin.com/company/interactions-corporation/
Product Categories: Multichannel/Omnichannel Suites, Artificial Intelligence, Customer Experience

Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices worldwide. For more information, visit www.interactions.com.

LanguageLine Solutions

Booth Number: 105
Website: http://languageline.com
Twitter: https://twitter.com/LanguageLine
LinkedIn: https://www.linkedin.com/company/languageline-solutions/
Product Categories: Speech & Language Services

LanguageLine Solutions® helps your organization communicate in more than 240 languages, 24/7/365. Trusted by more than 27,000 clients (including 71 Fortune 100 firms) we’re the global leader in innovative language access solutions for omni-channel contact centers. We provide high-quality, secure, phone and video interpreting, testing and training programs for bilingual staff, and translation and localization services to support global business success. Our linguists are tested and trained to provide accurate, confidential communication in the diverse industries we support, including financial services, healthcare, insurance and technology, with a focus on delivering exemplary customer service. Partnered with NICE*inContact, our cloud-based platform supports over 36M interpretation requests annually, providing clients with scalable language solutions to serve diverse clients in the language they prefer.

Language Services Associates
Lessonly

Language Services Associates

Booth Number: 300
Website: https://lsaweb.com/
Twitter: https://www.twitter.com/LSAWeb
LinkedIn: https://www.linkedin.com/company/language-services-associates
Product Categories: Contact Center Resources, Speech & Language Services, Customer Experience

Established in 1991, LSA is one of the largest and fastest-growing professional language service providers in the world. LSA’s full suite of language solutions helps companies across the globe meet business goals by serving the needs of their multicultural customers while delivering the best customer experience possible.
LSA offers the following language services in over 200 languages across virtually every industry segment: Interpreting by Telephone, Translation and Localization, Video Remote Interpreting, Face-to-Face Interpreting, American Sign Language, and Language Assessments.
Please stop by our table to meet IRIS, our Instant Remote Interpreting Service that quickly connects you to an interpreter from the convenience of your computer, tablet or smart phone.
For more information call 800.305.9673 or visit www.lsaweb.com.

Lessonly

Booth Number: 417
Website: https://www.lessonly.com/
Twitter: https://www.twitter.com/lessonly
LinkedIn: https://www.linkedin.com/company/3148030
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Lessonly is powerfully simple training software that helps teams learn, practice, and do better work. We are used by over 2 million learners at more than 550 leading companies including Trunk Club, Ibotta, U.S. Cellular, and Zendesk to share knowledge, develop skills, and reinforce best practices. The result is faster onboarding, higher NPS scores, more closed deals, and a superior customer experience.

Lightico
Mitel Networks

Lightico

Booth Number: 1000
Website: https://www.lightico.com/
Twitter: https://twitter.com/lightico
LinkedIn: https://www.linkedin.com/company/lightico/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Customer Experience

Lightico’s real-time digital collaboration platform enables contact center agents to accelerate sales and service requests. With Lightico, while on a call, customers digitally sign documents, complete forms, share documents/ID, see images and videos and process payments securely. Lightico’s instant collaboration solution streamlines company workflows and improves customer journeys.

Mitel Networks

Booth Number: 304
Website: https://www.mitel.com/
Twitter: https://www.twitter.com/Mitel
LinkedIn: https://www.linkedin.com/company/mitel
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

Noble Systems
No Jitter

Noble Systems

Booth Number: 901
Website: http://www.noblesystems.com/
Twitter: https://www.twitter.com/NobleSystems
LinkedIn: https://www.linkedin.com/company/noble-systems
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Employee Benefits, Incentives/Gamification

Noble Systems Corporation is a global leader in customer communications, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Tens of thousands of agents worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise and cloud platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, speech analytics, workforce management, and gamification. With a portfolio of 170 patents and growing, Noble leads the way in pioneering solutions for the contact center market.

No Jitter

Booth Number: 1120
Website: https://www.nojitter.com/
Product Categories: Contact Center Resources, Self-Service Tools, Workforce Optimization/Performance Mgmt

Your trusted daily source for industry news and analysis. No Jitter is produced by the same people who run Enterprise Connect, the largest conference/exhibition in the U.S. devoted exclusively to enterprise communications. No Jitter has unique access, insights, vigilance, energy, and reputation, which allow it to generate vibrant content on a daily basis. Check us out today!

NTT TechnoCross
OnBrand24

NTT TechnoCross

Booth Number: 101
Website: https://www.ntt-tx.co.jp/eng/products/foresight_vm/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

NTT TechnoCross transforms your contact centers into customer engagement centers by providing ForeSight Voice Mining, an advanced speech analytics solution. Foresight gives you insights for better customer experience, takes agent training and support to new heights, and increases operational and sales efficiency. Leveraging its award-winning speech-to-text technology, ForeSight transforms your call centers through real-time call monitoring and quantitative and objective analysis of massive untapped call data. More than 20,000 agents at 500 contact centers are currently providing superior customer experience with ForeSight Voice Mining.

NTT TechnoCross Corporation is a wholly owned subsidiary of NTT (Nippon Telegraph and Telephone Corporation), one of the world’s leading IT companies with R&D investment in AI, speech, and Big Data technologies among others.

OnBrand24

Booth Number: 802
Website: http://www.onbrand24.com/
Product Categories: Agent Desktop Software, Outsourcing, Social Media / Chat / Mobile Support

A premier outsourced domestic call center services provider for 30+ years, OnBrand24 offers inbound and outbound expertise across B2B and B2C markets. Awarded the Gold Medal by TopTenREVIEWS in 2014 (Silver in 2013) and named to the Inc. 5000 list of the fastest growing private companies the last two years, we specialize in customer service, order processing, tier 1 help desk; lead generation, appointment setting, customer win-back and customer research. Locations: Beverly, MA, Portsmouth, NH and Savannah, GA. All representatives work on-site for quality assurance, knowledge sharing, work performance monitoring and productivity. Phone, email, live chat.

Oracle Customer Experience
OrecX

Oracle Customer Experience

Booth Number: 509
Website: https://www.oracle.com
Product Categories: CRM Solutions, Artificial Intelligence, Customer Experience

Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services, and engineered systems. With more than 420,000 customers in more than 145 countries, Oracle provides a complete technology stack both in the cloud and in the data center. Oracle’s industry-leading cloud-based and on-premises solutions give customers complete deployment flexibility and unmatched benefits including application integration, advanced security, high availability, scalability, energy efficiency, powerful performance, and low total cost of ownership. For more information about Oracle (NYSE:ORCL), visit oracle.com.

OrecX

Booth Number: 920
Website: http://www.orecx.com/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

OrecX would like to help organize the world's spoken information (unstructured data). To do this, we have built and are constantly innovating the world's only open-source based call recording system which can easily integrate with any third-party system, including CRM, speech analytics, business intelligence, workforce optimization and biometrics solutions.

Installed in just 30 minutes, Oreka call recorder works with every phone system on the planet and offers value in a number of ways:
•Call Recording - businesses & contact centers record, store and replay calls for quality assurance, dispute resolution, order verification and agent training purposes
•Capabilities Insertion - premise & cloud solution providers take pieces of our recording platform and integrate it to strengthen their own capabilities
•Analytics Engine - software vendors use our raw analytics engine to power their own analytics solutions
•Data Ingestion - cloud providers record data, OrecX processes it, & the customer manages it using the Oreka interface.

PayActiv
Pipkins

PayActiv

Booth Number: 1013
Website: https://www.payactiv.com/
Product Categories: Employee Benefits, Incentives/Gamification, Employee Services/Benefits, Human Resource and/or Recruitment Tools

PayActiv is a financial technology solution that gives employees on-demand and real-time access to earned income plus many financial services including electronic bill pay, budgeting and savings tool, prescription discounts, financial literacy, and financial counseling through a holistic financial wellness platform.

Offering PayActiv as an employee benefit helps financially stressed working families escape costly fee and debt traps, and it helps employers save expense dollars annually because of reduced turnover and improved employee health, engagement, and productivity.

Pipkins

Booth Number: 400
Website: http://www.pipkins.com/
Twitter: https://www.twitter.com/pipkinswfm
LinkedIn: https://www.linkedin.com/company/130918
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Workforce Optimization/Performance Mgmt

A privately-held, American-owned company, Pipkins, Inc. was founded in 1983. Headquartered in St. Louis, Missouri, the firm is a leading supplier of workforce management software, providing sophisticated, cloud-based forecasting and scheduling technology, as well as other fully integrated solutions for performance management, real-time adherence, time and attendance tracking, task tracking, absence management, FMLA tracking, compliance monitoring, mentoring, collaboration, and more. Over its 36-year history, Pipkins has consistently created and delivered superior WFM solutions for contact centers of all sizes. Today, the Pipkins’ team continues to develop solutions to provide contact center managers with the state-of-the-art tools necessary to improve the efficiency and effectiveness of their people and systems … tools tailored for the management of today’s complex, omni-channel contact center environments. In addition, Pipkins WFM solutions have applications for back office and remote workers, as well as other enterprise-level operations.

Premiere Response
ProScheduler

Premiere Response

Booth Number: 102
Website: http://www.premiereresponse.com/
Product Categories: Contact Center Resources, CRM Solutions, Outsourcing

At Premiere Response, we bridge the gap between marketing concepts and service experiences by delivering exceptional contact center solutions. We deliver on brand promises with unique engagement strategies and smart service options.

Our focus is on providing customized solutions to companies who want to offer the highest level of service to their customers. We specialize in high-touch programs where we can provide value beyond responding to consumer contacts. We are constantly reviewing and testing new technology to enhance our capabilities and those of our clients. We pride ourselves on being a valued partner to our clients, together driving consumer engagement, optimizing the consumer experience, and maximizing operational efficiency.

Our U.S. contact centers support a global reach and our partnerships bring additional support to the Latin American and European markets. With 30 years of experience, we have proven success across multiple industries.

ProScheduler

Booth Number: 1117
Website: http://www.loxysoft.se/en/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Loxysoft is the provider of the workforce management system ProScheduler. ProScheduler is used by hundreds of call centers in North America to improve customer experience, by optimizing schedules based on incoming traffic, and for project planning of outbound activities. ProScheduler is affordable and has a truly intuitive and graphic user interface, which makes it quick to implement and learn. ROI is generally made within 6-8 months. The powerful optimizing engine creates optimized schedules within minutes, which makes it easy to try different settings to analyze effects and measure costs before publishing the schedules to your workforce.

ScreenSteps
SecureLogix

ScreenSteps

Booth Number: 1005
Website: https://www.screensteps.com
Product Categories: Training, on-site or virtual, Workforce Optimization/Performance Mgmt, Knowledge Management

If it takes new agents 60+ days to be proficient in your contact center, ScreenSteps will cut that number in half.

Or, in some cases, by as much as 75%.

Teams that use ScreenSteps during classroom-training experience three things:
1) Better engagement during training
2) More confidence after training
3) Decreased time to proficiency (by as many as 40 days)

As one of our BPO customers put it, "15 agents recently completed training using ScreenSteps and their performance is the BEST that this call center has seen from any new-hire training class in the last year."

You can also create self-paced courses that track completion and engagement. Perfect for those situations where you need agents to know about new product features, workflows, or marketing campaigns but you don't want to take everyone away from their desk to teach them about it.

SecureLogix

Booth Number: 1111
Website: http://www.securelogix.com
Product Categories: Cloud Solutions, Artificial Intelligence, Customer Experience

SecureLogix delivers a unified call security and authentication solution to enterprise, federal and military markets worldwide. Real-time security policy enforcement capabilities prevent call-level attacks, fraud, and service abuse and disruption. Cloudbased, automated call authentication and spoofing detection services increase contact center security, improve customer experiences and lower contact center costs. Our patented solutions, developed in partnership with the U.S. Department of Homeland Security, have filtered and secured billions of calls over the past 15+ years for some of the world’s largest corporations and military installations. For more information, visit SecureLogix on the Web at www.securelogix.com.

Sennheiser
Shelf

Sennheiser

Booth Number: 522
Website: https://en-us.sennheiser.com/headsets
Twitter: https://twitter.com/sennheisercco
LinkedIn: https://www.linkedin.com/company/sennheiser-communications
Product Categories: Contact Center Hardware, Phone/Data/Internet, Customer Experience

Sennheiser is the world's leading manufacturer of headphones, microphones and wireless transmission systems. SennheiserÍs Enterprise Solution division is specialized in the development of wireless headsets, wired headsets, speakerphones and conferencing systems for all aspects of your business needs.
We obtain certifications, test our products and develop long-term relationships with the leading global Unified Communications providers. You can count on an easy-to-install integrated solution that delivers a smooth and productive user experience.

Shelf

Booth Number: 1101
Website: https://shelf.io/
Product Categories: Self-Service Tools, Artificial Intelligence, Knowledge Management

Shelf is an award winning contact center and help desk knowledge management platform. Shelf offers advanced AI automation and the best search in the industry helping agents quickly find, manage and solve customer issues on the first call. Used by organizations like Slalom, Amazon and Nielsen, Shelf was designed by a Harvard knowledge management expert and data scientist for best in class search and organization. Unlike other knowledgebase platforms, Shelf offers pinpoint accurate document search, AI automation for maintenance and powerful analytics.

SmartAction LLC
Spearline

SmartAction LLC

Booth Number: 1008
Website: http://www.smartaction.com/
Twitter: https://www.twitter.com/smartaction
LinkedIn: https://www.linkedin.com/company/351006/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Artificial Intelligence, Customer Experience

SmartAction is fundamentally improving the way customers communicate with their favorite brands. We are the leading provider of AI-powered customer self-service solutions. Our cloud based platform is built for enterprises to satisfy growing expectations for self-service. We focus on building an environment where intelligent virtual agents are handling complex customer requests in every medium – voice, SMS text, chat, social media, and mobile.

Spearline

Booth Number: 107
Website: http://www.spearline.com/
Twitter: https://twitter.com/Spearline_
LinkedIn: https://www.linkedin.com/company/spearline
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Contact Center Resources

Spearline is a leading market intelligence company in the telecommunications industry.
The Spearline platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically and at volume.
Operating in over 60 countries, the data gathered by the Spearline platform allows you to greatly reduce downtime and improve your customer experience.

SpeechIQ
Stridepoint

SpeechIQ

Booth Number: 821
Website: http://www.speechiq.com
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Speech & Language Services

SpeechIQ is a revolutionary, cost-effective speech analytics and quality management platform that makes it easy to unlock the vast amount of data within your call recordings. Through an exceptionally easy to navigate platform, it’s easier than ever to analyze calls for call categorization, compliance, script adherence, sales effectiveness, and more. See why more and more companies are turning to SpeechIQ to help drive agent productivity, operations efficiency and improved customer experience.

Stridepoint

Booth Number: 1108
Website: https://www.stridepoint.com/
Twitter: https://twitter.com/Stridepoint
LinkedIn: https://www.linkedin.com/company/stridepoint/about/
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Test. Train. Protect.
Stridepoint tests and trains your teams to be secure, compliant, and up to speed on any custom topic.

Test.
Stridepoint social engineering security experts perform pretexting and phishing campaigns to see how your contact center employees handle real-world attack scenarios.

Train.
Stridepoint designers build custom courses so you can hold your employees accountable in any topic such as HR, Compliance, Security, and Policies and Procedures.

Protect.
Stridepoint empowers your employees to be sharp, perceptive, and proactive in protecting your business.

SWPP
TalentKeepers

SWPP

Booth Number: 1002
Website: http://www.swpp.org/
Twitter: https://www.twitter.com/SWPP_ORG
LinkedIn: https://www.linkedin.com/groups/2777089
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

The Society of Workforce Planning Professionals (SWPP) is an organization devoted to facilitating education and networking opportunities among workforce planners in the contact center. SWPP provides its membership with a variety of benefits, including: member-only access to the website; e-mail Tip of the Week; quarterly newsletters with timely articles written by industry experts; regional networking meetings; online forum; free online trainings; and a discount for our professional workforce management certification (CWPP) and the SWPP Annual Conference. For more information, please visit our website at www.swpp.org. Also check out our sister organization, the Quality Assurance & Training Connection, at www.qatc.org.

TalentKeepers

Booth Number: 1004
Website: http://www.talentkeepers.com
Twitter: https://twitter.com/talentkeepers
LinkedIn: https://www.linkedin.com/company/77508
Product Categories: Human Resource and/or Recruitment Tools, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

TalentKeepers® is celebrating 19 years of providing award-winning employee engagement and retention solutions to help companies around the globe increase their performance. We’re a recognized leader in innovative onboarding tools, employee engagement surveys that drive growth and accountability, HRCI and SHRM certified training for HR professionals, unique eLearning leadership programs, teambuilding tools, and much more. Twice we have won HR Executive Magazine’s Product of the Year award. Our newly published book "Talent Keepers: How to Engage and Retain Great People," puts a new spin on a systematic approach to employee engagement and retention by providing precise tactics that have achieved proven results. Plus, it includes powerful methods of engaging employees beginning the moment they are hired. Re energize your efforts and expect more from your engagement and retention partner. Contact us today at solutions@talentkeepers.com.

TASKE Technology
TCN

TASKE Technology

Booth Number: 517
Website: http://www.taske.com/
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

TASKE contact center reporting software provides up-to-the-second real-time views of all callers waiting for or speaking with agents, historical reporting on inbound, outbound and internal call activity as well as call search with cradle-to-grave view. Improve contact center service levels and enhance customer retention strategies with TASKE.

TCN

Booth Number: 913
Website: http://www.tcn.com
Twitter: https://www.twitter.com/tcn
LinkedIn: https://www.linkedin.com/company/tcn-inc/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

TCN is a leading provider of cloud contact center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing. For more information, visit: http://www.tcn.com/ or follow on Twitter @tcn.

TechSee
Telnyx

TechSee

Booth Number: 721
Website: http://techsee.me/
Twitter: https://twitter.com/techsee_me
LinkedIn: https://www.linkedin.com/company/techsee/
Product Categories: Self-Service Tools, Video Support, Artificial Intelligence

TechSee is transforming the CX domain with visual customer assistance powered by AI and Augmented Reality. Its cognitive visual platform applies computer vision AI which learns from every interaction, automating customer service over time. Customers receive visual guidance through their mobile screens in either assisted service or self-service modes, across every touchpoint, including unboxing, operational guidance, troubleshooting and billing. TechSee delivers proven ROI from dozens of contact center implementations for leading service providers and consumer electronics firms including Vodafone, Orange, Liberty Global, Samsung and Nespresso, with consistent KPI improvements such as increasing NPS and FCR, reduced truck rolls and fewer product returns.

Telnyx

Booth Number: 1021
Website: https://telnyx.com/
Product Categories: Cloud Solutions, Long Distance Phone Service, Self-Service Tools

Telnyx delivers voice, messaging and more for applications and next-generation communications companies. Telnyx is a communications platform that provides global carrier-grade services. Telnyx maintains an international, private IP network and grants its customers unprecedented control over their communications through its innovative portal and RESTful API.
Telnyx products include voice (elastic SIP trunking, global number search, and telephony data), programmatic messaging, embedded communications (WebRTC) and automated networking. Customers provision services a la carte and pay by usage for scalable, on-demand communications.

The Boom Headsets
TransPerfect Connect

The Boom Headsets

Booth Number: 717
Website: http://www.theboom.com
Product Categories: Contact Center Hardware, Customer Experience

Worlds Best Noise Canceling Microphone Headsets - We provide clear communication in high noise environments where other microphones fail.
Our microphone is used in military Blackhawk helilcopters and Nascar racing to show the amount of noise we can still provide clear communication When used in dense call areas we provide a quiet background, eliminating ALL background noise. No personal information or other conversations are ever overheard by customers .
Free demos so you can see what a difference we make for your company.

TransPerfect Connect

Booth Number: 807
Website: https://www.transperfectconnect.com/
Twitter: https://twitter.com/TransPerfect
LinkedIn: https://www.linkedin.com/showcase/transperfectconnect
Product Categories: Contact Center Resources, Outsourcing, Speech & Language Services

TransPerfect Connect is a leading provider of global call center services, business process outsourcing (BPO), and remote interpreting solutions including over-the-phone interpretation (OPI), video remote interpretation, as well as multilingual email and chat support. With services in over 170 languages and industry-specialized interpreters screened for subject expertise, TransPerfect Connect enables businesses to bridge communication gaps in seconds. TransPerfect Connect is a division of TransPerfect, the world’s leading provider of language and technology solutions for global business. Founded in 1992, TransPerfect has over 4,000 employees and maintains offices in more than 90 cities worldwide.

Trillys Systems
UiPath

Trillys Systems

Booth Number: 1017
Website: http://www.trillys.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Resources, Workforce Optimization/Performance Mgmt

Actucall is a computer software application for use in the field of telecommunications, namely an application for collecting, organizing and reporting of call progress messages (CPM) and call detailed records (CDR) in a Communications Network. Trillys Systems developed Actucall to allow Private and Public end-clients to collect information from incoming, internal and outgoing calls; the system then generates real Time, Queried and Trending reports. With Actucall, designed and powered by Trillys Systems, we THINK and record data OUTSIDE the box! What is a missed call worth to you?

UiPath

Booth Number: 420
Website: http://www.uipath.com
Product Categories: Workforce Optimization/Performance Mgmt, Artificial Intelligence, Customer Experience

UiPath is leading the “Automation First” era – championing one robot for every person, delivering free and open training and collaboration and enabling robots to learn new skills through AI and machine learning. Led by a commitment to bring digital era skills to more than a million people, the company’s enterprise Robotic Process Automation (RPA) platform has already automated millions of repetitive, mind-numbing tasks for business and government organizations all over the world.

unymira
Verint Monet

unymira

Booth Number: 921
Website: http://www.unymira.com/en/
Twitter: https://twitter.com/unymira_us
LinkedIn: https://www.linkedin.com/company/unymira-united-states
Product Categories: Multichannel/Omnichannel Suites, Self-Service Tools, Knowledge Management

unymira is one of the leading knowledge management software providers for customer service and support organizations. Founded in 1977, only a few providers can boast more experience in knowledge management for contact centers. Over 300 midsize, large enterprises and public-sector institutions trust in our innovative knowledge management and integrated self-service solutions. With our ACTIVE knowledge base, Knowledge Center, which is unique in the market, we help customer service agents to find answers easily and quickly. Our technology enables contact centers to maximize productivity and to improve customer experience, through all support channels.

Verint Monet

Booth Number: 305
Website: https://www.monetsoftware.com/
Twitter: https://www.twitter.com/MonetSoftware
LinkedIn: https://www.linkedin.com/company/monet-software
Product Categories: Cloud Solutions, Workforce Optimization/Performance Mgmt, Customer Experience

Verint Monet is a global provider of cloud workforce management software that enables small and medium sized businesses to optimize workforce engagement. The Verint Monet award-winning platform includes workforce management, call recording, quality management, and performance management and ensures flexibility, intuitive user experience, and reliability, resulting in increased productivity, service levels while reducing center costs.
For more information, go to www.monetsoftware.com

Voiance Language Services
VoizTrail

Voiance Language Services

Booth Number: 808
Website: http://www.voiance.com/
Twitter: https://www.twitter.com/voiance
LinkedIn: https://www.linkedin.com/company/voiance-language-services
Product Categories: Speech & Language Services, Training, on-site or virtual, Customer Experience

Voiance, a division of CyraCom, is the leading provider of interpreting services to Fortune 500 companies, government agencies, and contact centers. Whether by phone, video, mobile app, or written text, Voiance’s language interpretation services improve customer and employee satisfaction for thousands of organizations across the Unties States. Offering hundreds of languages and operating 24/7, the Company’s interpreters are accessible within seconds after selecting a language.

VoizTrail

Booth Number: 1100
Website: https://kghawes.com/
LinkedIn: https://www.linkedin.com/showcase/voiztrail
Product Categories: Analytics Software/Customer Analytics, Customer Satisfaction Surveys (NPS, VOC, etc), Quality Monitoring & Coaching, Speech & Language Services

The VoizTrail suite provides contact centers with full-scale speech analytics capabilities that simplifies the results and makes it easy to identify areas for improvement and track performance. The fully scalable platform organizes data into three areas for optimization- compliance, efficiency, and performance, providing a roadmap for businesses to operate at their full potential.

Fast fact: VoizTrail can be tailor made completely through its configurable modules to fit any operations.
It is offered on a SaaS platform with ‘pay as you go’ model with ‘no retainer fee’ and ‘no minimal’.

World Connection
Zendesk

World Connection

Booth Number: 409
Website: http://www.wconnection.net/
LinkedIn: https://www.linkedin.com/company/world-connection-guatemala
Product Categories: Outsourcing, Social Media / Chat / Mobile Support, Speech & Language Services

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America.
Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho; Pereira, Bucaramanaga & Cali in Colombia and Managua, Nicaragua.
We have developed a reputation with our existing clients as a leader and preferred partner in Sales, Customer Service, Technical support and Backoffice work. We are absolutely flexible to meet all of your business needs and provide the individual attention you need and want from an outsourced partner.

Zendesk

Booth Number: 204
Website: https://www.zendesk.com/
Twitter: https://www.twitter.com/zendesk
LinkedIn: https://www.linkedin.com/company/zendesk
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Customer Experience

The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 16 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Zoho Desk

Zoho Desk

Booth Number: 516
Website: https://www.zoho.com/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Self-Service Tools

Zoho Desk is the industry's first context-aware customer service software. It focuses on giving organizations actionable context at the right time to deliver customer experiences. Zoho Desk is a part of Zoho One, a suite of 40+ cloud-based business software products trusted by over 35 million users around the world. Learn more at www.zohodesk.com.

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