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May 11-14, 2020
Ft.Lauderdale, FL | The Diplomat Resort

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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 11, 5:15PM-7:15PM
Tuesday, May 12, 9:30AM-1:30PM
Wednesday, May 13, 9:30AM-12:30PM

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

NICE inContact

Booth Number: 703
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 # 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 the leading industry analyst firms, and serves customers in more than 100 countries, including over 85 of the Fortune 100 companies. www.niceincontact.com

Diamond

Salesforce

Booth Number: 607
Website: https://www.salesforce.com/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Artificial Intelligence

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

8x8

Booth Number: 401
Website: https://www.8x8.com/
Twitter: https://www.twitter.com/8x8
LinkedIn: https://www.linkedin.com/company/8x8
Product Categories: Cloud Solutions, Workforce Optimization/Performance Mgmt, 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.

Platinum

Genesys

Booth Number: 503
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.

Global Vision

Sharpen

Booth Number: 709
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

Appian

Booth Number: 615
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: 506
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

Cisco

Booth Number: 700
Website: https://www.cisco.com/c/en/us/products/contact-center/index.html
Twitter: https://www.twitter.com/CiscoCollab
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Multichannel/Omnichannel Suites

Cisco delivers the most complete collaboration suite of cloud calling, meetings, team collaboration and contact center solutions with world-class devices and headsets.

With more than 30,000 customers with 3M+ agents, and over 1,500 partners globally, Cisco Contact Center solutions empower companies to move from delivering isolated customer experiences to delivering cohesive customer journeys, and provide a full-featured contact center solution in cloud, on-premises, or hybrid deployments. Advanced cloud services are available across the portfolio to further enhance agent and customer experiences. Cisco offers a graceful migration path to cloud and the greatest investment protection plan along the way.

Gold

Edify

Booth Number: 807
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 connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.

Gold

First Orion

Booth Number: 714
Website: http://firstorion.com/

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: Cloud Solutions, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

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

Talkdesk

Booth Number: 601
Website: https://www.talkdesk.com/
Twitter: https://twitter.com/Talkdesk
LinkedIn: https://www.linkedin.com/company/talkdesk/
Product Categories: Agent Desktop Software, Contact Center Resources, Multichannel/Omnichannel Suites

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their 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 1,800 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

Silver

Five9

Booth Number: 315
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

Booth Number: 510
Website: https://www.home.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.

AcuCall

Booth Number: 821
Website: https://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: 301
Website: https://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.

ASC Americas

Booth Number: 820
Website: https://asctechnologies.com/english/index.html
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Workforce Optimization/Performance Mgmt

Authority Software

Booth Number: 515
Website: http://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 is a leading workforce optimization platform provider that delivers real world solutions designed to maximize efficiency and provide the best customer experience. Authority’s quality assurance, scripting, workforce management, speech analytics and patented PCI compliance modules provide powerful tools that are easy to use and can be deployed at record speed. Authority’s solutions and experts deliver customized applications that remove complexity from the agent desktop, ensure compliance, and optimize resources and performance to improve service quality and productivity.

Biamp

Booth Number: 416
Website: https://www.biamp.com/
Twitter: https://twitter.com/Biamp
LinkedIn: https://www.linkedin.com/company/biamp/
Product Categories: Workforce Optimization/Performance Mgmt

Biamp Systems manufactures Cambridge sound masking products and systems to help organizations across multiple industries protect speech privacy, reduce noise distractions, and increase workplace productivity. Biamp’s proprietary sound masking technology works by emitting a uniform, barely perceptible background sound at the frequencies of human speech. This noise blocks other surrounding noises, which increases employee productivity and protects private conversations. 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.

Bold360 by LogMeIn

Booth Number: 408
Website: https://www.bold360.com/
Twitter: https://twitter.com/Bold360
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 in one intuitive interface. Leveraging the power of AI, 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.

Calabrio, Inc.

Booth Number: 309
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.

CallMiner

Booth Number: 905
Website: https://callminer.com/
Twitter: https://www.twitter.com/CallMiner
LinkedIn: https://www.linkedin.com/company/callminer

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.

Canon

Booth Number: 414
Website: http://www.cits.canon.com
Product Categories: Contact Center Resources, Outsourcing, Social Media / Chat / Mobile Support

In a time like now, when customers can review your products and services all over the web, exceptional customer service is essential to the success and growth of your business.

We’ve got your customer service needs covered, whether that means phone sales and support, chat and social media services, actionable reporting and intelligence guidance, or strategic process consultation. Our staff is tech-savvy, super-friendly, and has been offering superior customer service to millions of happy, loyal customers for over 20 years.

And now this service is available to you and your customers 24/7, 365 days of the year.

Our experienced team, located in New Mexico and Virginia, becomes an essential extension of your business, representing your brand image, your mission, and your values. With our competitive pricing structure and flexible, scalable solutions, you can trust Canon Information Technology Services, Inc. (Canon ITS) to deliver the care you expect for your customers.

Centrical

Booth Number: 901
Website: https://centrical.com/
Twitter: https://twitter.com/centrical
LinkedIn: https://www.linkedin.com/company/centrical/
Product Categories: Employee Benefits, Incentives/Gamification, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Centrical employee engagement and performance management solutions help contact center operators motivate service agents and other personnel to exceed their own KPIs. It does this by blending advanced gamification with personalized microlearning and real-time employee performance management. Centrical’s platform produces improvements like 40% faster onboarding, a 3.5X improvement in learning engagement, 12% reduction in absenteeism, 9% increase in productivity KPIs, 10% more calls/shift, and 12% more sales/hour. Centrical’s technology platform can be easily integrated with all leading enterprise systems. The company has offices in New York, and Israel. For more information please visit www.centrical.com.

Certified Languages International

Booth Number: 921
Website: https://certifiedlanguages.com/
Twitter: https://www.twitter.com/CertLangIntl
LinkedIn: https://www.linkedin.com/company/certified-languages-international

Certified Languages International (CLI) is a full-service language company specializing in remote interpreter and document translation services. With a growing list of over 225 languages, CLI is among the largest providers of its kind in the world, servicing North America and abroad. Our professional interpreters are skilled in industry-specific terminology and available 24/7/365. CLI is committed to helping businesses increase revenues and maximize the value of their non-English speaking customer relationships, which we achieve by investing in innovative technology to deliver language services with unmatched efficiency and accuracy.

Cloudlinx

Booth Number: 210
Website: http://www.cloudlinx.com/

ContactUS Communications

Booth Number: 816
Website: https://www.contactusinc.com/
LinkedIn: https://www.linkedin.com/company/contactus-communications

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: 509
Website: http://www.contentguru.com/
Twitter: https://www.twitter.com/cgchirp
LinkedIn: https://www.linkedin.com/company-beta/227405/

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).

CXM Recording and Quality Monitoring

Booth Number: 1004
Website: https://cxmrecord.com/
Product Categories: Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt, Customer Experience

Headquartered in Houston, TX and in business for over 20+ years servicing SMB & Enterprise contact centers with 50-2000+ agents. CXM is an intuitive, cost-effective, robust and scalable Recording and Quality Monitoring Solution, designed to assist organizations maintain their “Customer Care competitive advantage.” The CXM Recording and Quality Monitoring solution consists of several Workforce Optimization modules for contact centers- Call Recording & Quality Monitoring, Screen/Desktop Recording, Agent Evaluation and Coaching, PCI Compliance, Departmental Speech Analytics (DSA) and Workforce Management. CXM maximizes UX & CX with its new version 6 software release. Single Site, Multi-Site, On-Premise or Virtualized, CXM can meet your most demanding requirements. CXM is an Avaya DevConnect certified solution, and also integrates with Mitel, Cisco & NEC platforms.

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

Fonolo, the industry leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

Visit fonolo.com to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

Global Response

Booth Number: 720
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.

Facebook https://www.facebook.com/GlobalResponse/

Instagram https://www.instagram.com/globalresponse/

Twitter https://twitter.com/BrandCarePeople

GLOBO

Booth Number: 621
Website: https://www.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.

Language Link

Booth Number: 421
Website: http://www.ctslanguagelink.com

MCI

Booth Number: 614
Website: https://www.onbrand24.com/

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.

Noble Systems

Booth Number: 808
Website: https://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 is a global leader in customer communications, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Every day, tens of thousands of agents worldwide use Noble platforms to manage millions of customer contacts. Noble offers inbound/outbound 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, process automation, workforce management, and gamification. With a portfolio of 200 patents and growing, Noble leads the way in pioneering solutions for the contact center market.

Observe.AI

Booth Number: 308
Website: http://observe.ai
LinkedIn: https://www.linkedin.com/company/18090845/admin/
Product Categories: Speech & Language Services, Training, on-site or virtual, Artificial Intelligence

Observe.AI, the leader in AI-powered agent enablement for voice customer service, brings coaching and conversational insights to the world’s top brands to improve the customer experience. With its Voice AI Platform, which leverages the latest Speech and Natural Language Processing technologies, organizations quality check 100% of calls, ensure compliance, and turn agents into top performers. Observe.AI is trusted by more than 100 customers and partners, including, Tripadvisor, Microsoft, ERCBPO, Talkdesk, and more. Backed by Scale Venture Partners, Nexus Venture Partners, Y Combinator, and Emergent Ventures, Observe.AI’s headquarters is located in San Francisco with an office in Bangalore. For more information, visit www.observe.ai.

Pipkins

Booth Number: 1008
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.

ProScheduler

Booth Number: 517
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.

SecureLogix

Booth Number: 304
Website: https://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: 721
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: 409
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.

SpeechIQ

Booth Number: 521
Website: https://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.

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.

TASKE Technology

Booth Number: 920
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: 415
Website: https://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.

Telelanguage, Inc

Booth Number: 1001
Website: https://telelanguage.com/

Telelanguage has been providing language services, in over 350 languages, since 1991. Our 6,000+ U.S.-based interpreters support services such as telephonic, on-site and video remote interpretation, as well as document translations, scheduling language assessment evaluations - and much more. With over 8,000 active accounts - across all industries - Telelanguage is a leader in the language industry.

UJET

Booth Number: 305
Website: https://ujet.co/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Customer Experience

UJET is propelling customer experience into the digital age by empowering support organizations to create intelligent workflows, make data actionable, and create a modern business model where organizations have the tools and technology they need to create an immersive, engaging, and one-of-a-kind experience for their customers. UJET is trusted by customer-centric, innovative enterprises, including Google Nest, Instacart, Wag!, Atom Tickets, Getaround, and Grupo Bursatil Mexicano (GBM) to automate contact center processes and provide superior experiences that drive higher customer satisfaction.

Universe Technical Translation, Inc.

Booth Number: 300
Website: https://www.universetranslation.com/

Unymira

Booth Number: 717
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 a leading provider of knowledge management and customer service solutions.
Founded in 1977, few companies can boast more experience in the knowledge management field.
Our comprehensive knowledge platform is unique on the market, offering both internal and
external use, self-service, intelligent chatbots, social media integration and more.
We enable customer service agents to find accurate and up-to-date answers quickly, every time.
Contact centers worldwide use our software to maximize productivity, reduce work volume and
offer timely and consistent support in every channel while boosting key KPIs.

World Connection

Booth Number: 404
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.

Zoho Desk

Booth Number: 616
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.

What our Attendees Are Saying

Attendee Testimonials

"This conference was well organized, had excellent speakers, and an engaged audience."


Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."


Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”


Susan Litt
Customer Service Manager , Green Shield Canada

"One of the best conferences I have attended."


Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”


Candace Estanique
Coordinator , Straub Clinic & Hospital

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”


Kelli Detty
Contact Center Supervisor , LES

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”


Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”


Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”


Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”


Steve Wilson
Customer Service Supervisor , Grant & Weber

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."


Dawn Mangelsen
, DealerTrack Technologies

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."


Jenny Dempsey
, Phone.com

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.


Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”


Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."


Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”


Jessica Zupfer
Phone Bank Manager , Bremer Financial

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."


Cynthia Brittain
Customer Contact Center Manager , Virginia Workers' Compensation Commission

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."


Serena Daly
Supervisor, Customer Care Sales and Retention , eHealthInsurance Services, Inc

"The keynote presentations were awesome!"


Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"


Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."


Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."


Jason Kean
Manager, Service Assurance , AutoTrader.com

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."


Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"


Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."


Jennifer Stowell
Sales Support Supervisor , REI

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."


Kim Singh
Operations Manager , E-Comm 911

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