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Exhibitors

EXHIBIT HALL HOURS
Monday, May 21, 5:15PM-7:15PM
Tuesday, May 22, 10:00AM-2:00PM
Wednesday, May 23, 10:00AM-1:30PM

Conference Host

ICMI

Booth Number: 327
Website: http://www.icmi.com/
Product Categories: Contact Center Resources, Training, on-site or virtual

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service.

Diamond

Genesys

Booth Number: 421
Website: https://www.genesys.com
Twitter: Genesys
LinkedIn: https://www.linkedin.com/company/Genesys
Product Categories: Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), Multichannel/Omnichannel Suites, Phone/Data/Internet, Quality Monitoring & Coaching, Self-Service Tools, Video Support, Workforce Optimization/Performance Mgmt

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.https://www.twitter.com/Genesys

Diamond

Salesforce

Booth Number: 313
Website: https://www.salesforce.com/
Product Categories: Cloud Solutions, CRM Solutions, Multichannel/Omnichannel Suites

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

Talkdesk

Booth Number: 420
Website: https://www.talkdesk.com
Twitter: https://www.twitter.com/talkdesk
LinkedIn: https://www.linkedin.com/company/talkdesk
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

Talkdesk Enterprise Contact Center Platform empowers companies to continuously improve customer experience. 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, including IBM, Acxiom and Shopify rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

Global Vision

RingCentral, Inc.

Booth Number: 534
Website: http://www.ringcentral.com
Twitter: 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

8x8

Booth Number: 529
Website: https://www.8x8.com
Twitter: 8x8
LinkedIn: https://www.linkedin.com/company/8x8
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Multichannel/Omnichannel Suites

8x8 is the world’s first Communications Cloud that easily and seamlessly connects employees, customers and applications to improve business performance for enterprises large and small, global and local. The 8x8 Communications Cloud™ replaces costly and complex legacy products with a simple, integrated solution that eliminates information silos to expose, vital, real-time intelligence. 8x8 combines unified communications and team collaboration interoperability, contact center, and analytics in a single, open and real-time platform to help companies improve productivity and overall customer experience.

Gold

Appian

Booth Number: 328
Website: http://www.appiancorp.com
Product Categories: Agent Desktop Software, CRM Solutions, Multichannel/Omnichannel Suites

Appian provides a leading low-code software development platform that enables organizations to rapidly develop powerful and unique applications. With core capabilities including case management, intelligent business process management and seamless multi-channel integration, Appian can connect, extend, or replace components of customer engagement center environments. The applications created on Appian’s platform help companies quickly modernize customer contact capabilities to drive digital transformation and revolutionize the customer experience. For more information, visit www.appian.com

Gold

NICE inContact

Booth Number: 407
Website: http://www.niceincontact.com
Twitter: https://www.twitter.com/incontact
LinkedIn: https://www.linkedin.com/company/niceincontact
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

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

Gold

Oracle

Booth Number: 603
Website: http://www.oracle.com
Product Categories: Agent Desktop Software, Contact Center Resources, Multichannel/Omnichannel Suites

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.

Gold

Pegasystems

Booth Number: 501
Website: https://www.pega.com
Twitter: https://twitter.com/pega
LinkedIn: https://www.linkedin.com/company/165426/
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

Using AI-powered Workforce Intelligence and Robotic Automation, Pega Customer Service leverages real-time and historical insights to optimize your agent workforce for improved productivity, retention, and customer experience. Pegasystems Inc. is the leader in software for customer engagement and operational excellence.

Pega’s adaptive, cloud-architected software – built on its unified Pega® Platform – empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. Over its 30-year history, Pega has delivered award-winning capabilities in CRM, powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results.

To learn more visit us at www.pega.com/service.

Gold

Serenova

Booth Number: 521
Website: http://www.serenova.com
Twitter: SerenovaShine
LinkedIn: https://www.linkedin.com/company/serenova
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. The world’s most passionate, customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. 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: 321
Website: https://sharpencx.com/
Twitter: https://www.twitter.com/sharpentech
LinkedIn: https://www.linkedin.com/company/sharpentech/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack 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.

Silver

Aspect

Booth Number: 612
Website: https://www.aspect.com
Twitter: https://twitter.com/aspectsoftware
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

With software used by millions of agents every year and supporting billions of consumer interactions around the world, Aspect’s mission is to profoundly simplify and significantly improve customer engagement. Our solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. The native cloud customer self-service, contact center interaction management and workforce optimization capabilities are combined with next generation components while leveraging Aspect’s breadth and depth of proven technology. The robust, intuitive and beautifully-designed software, delivered via our cloud, private cloud and on-premises, provides everything needed to delight consumers and employees alike. For more information, visit www.aspect.com. Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Silver

Bold360

Booth Number: 535
Website: https://www.logmeininc.com/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites

Bold360 is an intelligent customer engagement solution that provides businesses with actionable customer insights to efficiently deliver richer and more personalized experiences in real time. Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels like chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Bold360 improves contact center efficiencies and delivers better customer experiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.

Silver

Cisco

Booth Number: 300
Website: https://www.cisco.com/c/en/us/products/customer-collaboration/index.html
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: 623
Website: http://www.clarabridge.com
Product Categories: Analytics Software/Customer Analytics, CRM Solutions, Multichannel/Omnichannel Suites

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

Five9

Booth Number: 515
Website: https://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

Mitel Networks

Booth Number: 540
Website: https://www.mitel.com
Twitter: https://www.twitter.com/Mitel
LinkedIn: https://www.linkedin.com/company/mitel
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Contact Center Hardware, Contact Center Resources, CRM Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), WebRTC

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 60 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

Silver

Narvar

Booth Number: 303
Website: http://www.narvar.com

Narvar helps the most admired brands and retailers build lifelong relationships beyond the “buy” button. As an enterprise-grade SaaS platform serving 400+ retailers like Sephora, Neiman-Marcus, Crate & Barrel, and GameStop, Narvar drives brand loyalty at scale by enabling immersive and emotional post-purchase customer experiences. From effortless order tracking, proactive communications, and seamless returns, Narvar applies machine learning across billions of interactions to simplify the everyday lives of consumers.

For more information, visit www.narvar.com

Silver

ServiceNow

Booth Number: 308
Website: https://www.servicenow.com/csm
Twitter: https://twitter.com/servicenow
LinkedIn: https://www.linkedin.com/company/servicenow/
Product Categories: Cloud Solutions, CRM Solutions, Multichannel/Omnichannel Suites

About ServiceNow in Customer Service Management
Your customers and partners demand fast and effective service, but disconnected systems and processes hold your customer service teams back. With the ServiceNow System of ActionTM you can replace these disconnected work patterns of the past with intelligent workflows of the future. As part of the System of Action, ServiceNow Customer Service Management allows your teams to focus on improving customer satisfaction while reducing costs. Now, you can deliver an effortless customer and agent experience, connect teams to fix issues, and proactively prevent calls.
Learn more about ServiceNow in Customer Service Management at www.servicenow.com/csm

Silver

West

Booth Number: 429
Website: https://www.west.com
Twitter: https://www.twitter.com/West_UC
LinkedIn: https://www.linkedin.com/company/west-unified-communications
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Speech & Language Services

Enterprise communications technology faces the constant challenges of complexity and obsolescence. At West, we are dedicated to delivering evergreen cloud contact center solutions with robust capabilities. Reliability, scalability, and flexibility are the foundational elements of the contact center solutions we provide to our clients every day. If customer service means as much to you as it does to us, then you can trust West contact center solutions to help you drive stronger, more meaningful connections.

Silver

Zendesk

Booth Number: 307
Website: http://www.zendesk.com
Twitter: zendesk
LinkedIn: https://www.linkedin.com/company/zendesk
Product Categories: Customer Satisfaction Surveys (NPS, VOC, etc)

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

AcuCall

Booth Number: 349
Website: http://www.acucall.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, CRM Solutions, Multichannel/Omnichannel Suites

AcuCall Omni-Channel Contact Platform.
AcuCall is a leading provider of packaged, integrated customer contact solutions for On-Demand, Cloud delivery. AcuCall unified platform solutions are designed to help companies optimize efficiency, increase revenue and lower costs.

AmplifAI Solutions, Inc.

Booth Number: 620
Website: https://amplifai.com
Twitter: https://www.twitter.com/amplifAI
LinkedIn: https://www.linkedin.com/company/amplifai-inc/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

AmplifAI is a disruptive AI technology that enhances your sales and NPS performance by 20-30% and reduces staff turnover by 50%, using the data you are already generating.

We deliver micro-learnings as a natural part of real-time workflow to accelerate employee skill-development with self-learning journeys, crowd-source best practices and distribute them throughout your enterprise, and drive personalized coaching and recognition direction to frontline leaders so they can reinforce self-learning.

Branch Messenger
Brand Protect Plus
Calabrio, Inc.
Call Design

Branch Messenger

Booth Number: 629
Website: http://www.branchmessenger.com/
Twitter: https://twitter.com/branchmessenger
LinkedIn: https://www.linkedin.com/company/branch-messenger/
Product Categories: Employee Services/Benefits, Human Resource and/or Recruitment Tools, Self-Service Tools, Workforce Optimization/Performance Mgmt

Branch Messenger is an employee self-service platform and intraday management solution that offers enterprises unprecedented access to their frontline workers at scale and empowers hourly shift workers to manage their work lives in real-time. It is the most seamless way for the enterprise – for all of its hourly workers across all business units – to significantly reduce employee absenteeism, payroll costs, and management time.

Since its platform can quickly plug into and extend the value of existing workforce management systems, Branch eliminates the need for switching costs and makes it easy for the enterprise to adopt.

Branch’s extensible architecture enables the enterprise to deploy the platform across the organization regardless of size in only a matter of days as opposed to months. The intelligent communication platform modernizes the historically antiquated shift coverage process so that the enterprise can quickly tap into an elastic on-demand workforce.

Brand Protect Plus

Booth Number: 634
Website: http://brandprotectplus.com/
Twitter: https://twitter.com/BrandProtectP
LinkedIn: https://www.linkedin.com/company/10359150/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources, Outsourcing

Brand Protect Plus is a U.S. based leading outsource provider of customer service, fulfillment and review monitoring software that helps clients exceed their customers’ expectations from the start! Our dedicated and multilingual agents are committed to delivering the highest quality care and service to our clients' customers through multiple communication channels including phone, email, chat, and social media. With the ability to provide a variety of services throughout the customer life cycle, we can customize the service model for each client regardless of size, industry, or location. We strive to enhance the customer experience, promote brand loyalty and expand the client’s customer base; while decreasing their operational costs and giving them more time to concentrate on additional daily responsibilities. Our work doesn’t end when a phone call is over. We strive to continually be there for our clients and treat their customers as if they are our own.

Calabrio, Inc.

Booth Number: 500
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, Cloud Solutions, Workforce Optimization/Performance Mgmt

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: 552
Website: http://calldesignNA.com
Twitter: https://www.twitter.com/calldesignna
LinkedIn: https://www.linkedin.com/company/call-design-north-america
Product Categories: Cloud Solutions, 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
Cambridge Sound Management
Certified Languages Intl
Chetu

CallMiner

Booth Number: 616
Website: https://www.callminer.com
Twitter: https://www.twitter.com/CallMiner
LinkedIn: https://www.linkedin.com/company/callminer
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Quality Monitoring & Coaching

CallMiner helps businesses and organizations improve agent performance and gather key business intelligence by allowing them to automatically listen to every customer interaction. CallMiner’s software solutions can monitor conversations in real-time or analyze them after completion, delivering actionable insights to contact center staff, business analysts, and executives.

Cambridge Sound Management

Booth Number: 642
Website: http://www.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. manufactures QtPro and Dynasound sound masking systems to help organizations across multiple industries protect speech privacy, reduce noise distractions, and fuel workplace productivity. Its next-generation sound masking systems work by emitting a uniform, barely perceptible background sound at the frequencies of human speech. The systems also include office paging and background music capabilities to help facilities meet all of their masking and audio needs with one affordable system. Cost effective and easy to install, Cambridge Sound Management’s 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.

Certified Languages Intl

Booth Number: 304
Website: https://www.certifiedlanguages.com
Twitter: https://www.twitter.com/CertLangIntl
LinkedIn: https://www.linkedin.com/company/certified-languages-international
Product Categories: Contact Center Resources, Speech & Language Services

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.

Chetu

Booth Number: 643
Website: http://www.chetu.com/

Comm100
Content Guru
CSF Corp
DailyPay

Comm100

Booth Number: 343
Website: http://www.comm100.com/
Twitter: https://twitter.com/Comm100
LinkedIn: https://www.linkedin.com/company/comm100-network-corporation/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

Comm100’s next generation customer communication platform powers digital conversations via web, mobile, and messaging. We help global businesses personalize and optimize real time conversations to engage, convert, and support customers when and where it counts.

Built to scale, the Comm100 platform powers customer conversations in thousands of global organizations including Petsmart, Porsche, Stanford University, Whirlpool, and G2A. We’ve made it easy to integrate with major CRM, CMS, Social Media and Customer Community platforms and have robust API’s for external applications.

Live chat is a must-have in any organization’s digital customer engagement strategy. Are you ready to remove the speed bumps from your customer journey?

Content Guru

Booth Number: 507
Website: http://www.contentguru.com/
Twitter: cgchirp
LinkedIn: https://www.linkedin.com/company-beta/227405/
Product Categories: Agent Desktop Software, Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites

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).

CSF Corp

Booth Number: 548
Website: https://www.csfcorp.com/
Twitter: https://www.twitter.com/csfcorp
Product Categories: Agent Desktop Software, Cloud Solutions, Social Media / Chat / Mobile Support

CSF is the leader in toll-free provisioning, texting, and least cost routing (LCR). We help our customers save time and money by simplifying and automating their toll-free voice and text provisioning, and reducing their carrier costs through optimized LCR. For more information, visit www.csfcorp.com.

DailyPay

Booth Number: 324
Website: https://www.dailypay.com/
Twitter: https://twitter.com/trydailypay
LinkedIn: https://www.linkedin.com/company/dailypay-inc/
Product Categories: Contact Center Resources, Employee Services/Benefits, Human Resource and/or Recruitment Tools

DailyPay was built for the contact center industry. We are proud to partner with leading contact centers who are reaping the benefits of increased employee retention, recruiting, and engagement. DailyPay founded The DailyPay Movement, a way for companies to leverage cutting-edge technology to allow their employees to control when they get paid. Employees who use DailyPay can access their earned wages from any place in the world, 24 hours a day, 365 days a year. With the tap of a button, they receive funds instantly and, as a result, are more financially secure and stay longer at your company.

eGain
Employment Technologies
Envision
First Orion

eGain

Booth Number: 341
Website: http://www.egain.com/
Twitter: https://www.twitter.com/eGain
LinkedIn: https://www.linkedin.com/company/egain-corporation/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites

eGain customer engagement solutions make digital transformation easy for leading brands. Based on a unified omnichannel platform for AI knowledge-powered customer engagement, our top-rated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance.

Employment Technologies

Booth Number: 624
Website: https://employmenttechnologies.com
Twitter: https://www.twitter.com/ETC_EASySims
LinkedIn: https://www.linkedin.com/company-beta/1462557
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.

Envision

Booth Number: 448
Website: http://www.envisioninc.com/
Twitter: https://www.twitter.com/envisioninc
LinkedIn: https://www.linkedin.com/company/envisioninc/
Product Categories: Cloud Solutions, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Envision provides solutions that help turn data from customer communications into action. Gain insight using artificial intelligence and data driven techniques to make strategic and operational impacts to your business and create exceptional customer experiences. Data from interactions on the phone, e-mail and chat help to quickly identify patterns and trends to transform customer relationships. Envision delivers Workforce Optimization solutions including Data Driven Quality Monitoring to optimize your workforce with our integrated, true cloud solution which includes voice and screen agent recording, coaching and eLearning, performance management, desktop and speech analytics, compliance recording, quality management and workforce management. Visit envisioninc.com, email info@envisioninc.com or call 206.225.0800 for more information.

First Orion

Booth Number: 614
Website: http://firstorion.com/
Twitter: firstorioncorp
LinkedIn: https://www.linkedin.com/company/firstorion/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Contact Center Resources

At First Orion, we know, check and protect the call experience for carriers, businesses and consumers. As a leader in the call identification and call management industry, First Orion focuses on data-driven call transparency across the calling ecosystem—inbound and outbound, pre- and post-call. Our advanced data services benefit everyone from small businesses to some of the largest telcos and enterprises in the world. By transforming calling data into viable solutions, we help businesses increase customer satisfaction, reduce phone fraud and regulatory non-compliance, and improve calling metrics to yield more profitable calling campaigns.

Fonolo
GamEffective
GC Services
GeoFluent by Lionbridge

Fonolo

Booth Number: 627
Website: https://www.fonolo.com
Twitter: https://www.twitter.com/fonolo
LinkedIn: https://www.linkedin.com/company/fonolo
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

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.

More info: Fonolo.com or info@fonolo.com.

GamEffective

Booth Number: 542
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 a leading workforce performance management company, helping companies engage employees to improve performance, motivation and learning. GamEffective supercharges performance and learning through personalized gamification, goal setting and real time feedback. The GamEffective platform can easily integrate with existing enterprise applications, providing a deep and effective gamification solution that significantly improves performance and is easily integrated into existing systems. GamEffective’s innovative gamification workforce performance platform is used by leading multinationals; the company is a 2016 Gartner Cool Vendor in Human Capital Management.

GC Services

Booth Number: 607
Website: https://www.gcserv.com
Product Categories: Outsourcing

GC Services is an award-winning business process outsourcer providing multi-channel and multi-lingual contact center solutions to some of the nation’s most respected brands. We have over 30 contact centers and employ the brightest and most qualified employees to serve our clients. We proudly represent a diverse array of industries including automotive, banking and financial services, cable and satellite, consumer goods and electronics, retail, shipping and transportation, technology, telecom, utility, and governmental sectors. Our unique differentiators include our intense training and focus on ensuring the highest customer satisfaction, compliance, and security standards while representing our clients’ brands. Companies choose GC Services for our expertise across many industries, our proven reliability and flexibility to ramp for seasonal and/or expansion needs, our genuine customer focus, and our innovative ideas. Please visit us at https://www.gcserv.com.

GeoFluent by Lionbridge

Booth Number: 611
Website: https://www.lionbridge.com
Twitter: GeoFluent
LinkedIn: https://www.linkedin.com/company/3685474
Product Categories: Cloud Solutions, Outsourcing, Speech & Language Services

GeoFluent is a real-time translation solution that allows contact centers and BPOs to multilingual-enable their voice and existing chat, helpdesk, email and other communications platforms. This allows your existing agents to communicate with any customer, regardless of the language either speaks, increasing customer satisfaction, loyalty and revenue. With pre-built integrations to Jive, Live Agent, Live Person, Lithium, Moxie, Outlook, Verint, Zendesk and other leading contact center platforms, there is no IT involvement required to add the second-generation multilingual functionality nor changes to how customers or agents already communicate. Learn more at www.geofluent.com.

Gladly
GLOBO
GM Voices
HDI

Gladly

Booth Number: 435
Website: https://www.gladly.com
Twitter: https://www.twitter.com/gladly
LinkedIn: https://www.linkedin.com/company/gladly-inc
Product Categories: Cloud Solutions, Contact Center Resources, CRM Solutions, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

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.

GLOBO

Booth Number: 528
Website: https://helloglobo.com
Twitter: helloglobo
LinkedIn: https://www.linkedin.com/company/helloglobo
Product Categories: Analytics Software/Customer Analytics, Multichannel/Omnichannel Suites, Speech & Language Services

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.

GM Voices

Booth Number: 608
Website: http://www.gmvoices.com
LinkedIn: https://www.linkedin.com/company/gm-voices
Product Categories: Contact Center Resources, Speech & Language Services, Video Support

GM Voices’ innovative in-queue streaming music and customized messaging platform greatly improves the caller experience while delivering a fast ROI and valuable reporting metrics for staffing call centers. Callers control their on-hold experience by choosing their preferred music (pop, rock, country, etc.) with options to skip songs and change genres. Targeted marketing messages are then served based on unique customer insights. A great complement to GM Voices’ core voice-over services for IVR and CS Technologies.

HDI

Booth Number: 335
Website: http://www.hdiconference.com/
Product Categories: Customer Satisfaction Surveys (NPS, VOC, etc), Self-Service Tools, Training, on-site or virtual

Founded in 1989, HDI is the first membership association and certification body created for the technical support industry. Since then, HDI has remained the industry source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners.

i-Comm Connect
injixo
Interactions
InTheChat

i-Comm Connect

Booth Number: 641
Website: http://www.icommconnect.com/
LinkedIn: https://www.linkedin.com/company/i-comm-connect/
Product Categories: Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software, WebRTC

TACTAL is a powerful yet simple Contact Center solution that improves the customer experience while reducing operational cost for the business. The patented solution allows businesses to embed secure call buttons directly into their website or mobile app for customers to click and instantly connect to the right agent. Data and analytics for each call are captured and displayed to the agent within their CRM of choice to address customer inquiries more efficiently.

injixo

Booth Number: 513
Website: https://www.injixo.com/us
Twitter: https://www.twitter.com/injixo
LinkedIn: https://www.linkedin.com/company/injixo
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

For any contact center, injixo is a powerful and easy-to-use cloud workforce management application for forecasting, scheduling and intraday management. Our clients do more business and create happier customers while lowering costs and reducing effort around staffing their labor in the contact center. The pay-as-you-grow model allows flexibility at a remarkable price of $9 per user per month.

As one of the earliest adopters of cloud services for the contact center industry, we radically changed our business model and we were one of the first to offer workforce management as a "Software as a Service" under the brand "injixo".

Our parent company is InVision AG, in 1995 InVision started offering workforce management software. By 1997 our focus was completely on the contact center industry. By 1999, InVision had already set up subsidiaries in 11 offices around the world.

Interactions

Booth Number: 551
Website: http://www.interactions.com
Product Categories: Contact Center Resources, Multichannel/Omnichannel Suites, Self-Service Tools

Interactions provides Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations. With flexible products and solutions designed to meet the growing demand for unified, multichannel customer care, Interactions is delivering significant cost savings and unprecedented customer experience for some of the largest brands in the world. For more information, visit www.interactions.com.

InTheChat

Booth Number: 615
Website: http://www.inthechat.com
Twitter: https://twitter.com/inthechat
LinkedIn: https://www.linkedin.com/company/in-the-chat-communications-inc.
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

InTheChat (ITC) is powering the digital CX transformation of businesses and enabling the new generation of customer service for an increasingly mobile world. Our customer engagement platform, powered by NLP and AI, enables businesses to deliver sales and service support to their customers via social media, chat, email, SMS, and messaging applications. Our industry-leading automated assistants (bots) and omnichannel live agent platform combine to deliver an innovative, convenient and customer-valued experience.

ITC helps reduce costs, grow revenue and improve CSAT scores by consolidating all digital channels into one easy to use solution. ITC’s platform reads, categorizes and routes incoming messages to automated assistants and/or the best-skilled agent for support. This, combined with ITC’s integrated CRM capabilities, contact center grade performance reporting and workflow management, enables users to deliver support via innovative new channels using many of the same processes previously deployed for phone.

iQventures
Jabra
Jacada
KMS Lighthouse

iQventures

Booth Number: 306
Website: http://www.iqventures.com/
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Quality Monitoring & Coaching

SpeechiQ leverages the power of IBM Watson to deliver the most advanced, user-friendly speech analytics and quality management tool on the market, providing organizations the opportunity to improve the customer experience. Delivering a simplified and customizable call evaluation workflow (both automated and manual) complete with extensive call analytics ensures maximum efficiency. The easy-to-use interface enables quick call searches utilizing filters and keyword lists. Leveraging our cloud deployment model ensures maximum flexibility while controlling operating costs. With unlimited storage at no additional cost for any defined length of time, your compliance and budgetary needs are protected.

Jabra

Booth Number: 415
Website: http://www.jabra.com/
Twitter: Jabra_US
LinkedIn: https://www.linkedin.com/company/jabra/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Workforce Optimization/Performance Mgmt

Jabra is a leading global manufacturer of audio solutions committed to engineering best-in-class communications and sound devices that enhance concentration, conversation and collaboration in the modern-day workplace

Jacada

Booth Number: 541
Website: https://www.jacada.com
Twitter: https://www.twitter.com/jacada_inc
LinkedIn: https://www.linkedin.com/company/jacada
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Self-Service Tools

At Jacada, we help enterprises to significantly reduce costs of their customer service operations by deploying automation solutions and contextual bots. From guiding the contact center agents and automating their manual tasks, to fully automated self-service, we enable autonomous customer experience. Our 25 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower TCO. More info at www.jacada.com

KMS Lighthouse

Booth Number: 543
Website: https://www.kmslh.com/
LinkedIn: https://www.linkedin.com/company/kms-lighthouse/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

KMS lighthouse software, Lighthouse is a next generation digital knowledge management solution that provides customers and employees with consistent and accurate knowledge.
The powerful search engine & unique methodology dramatically improves customer experience across all service and sales channels (including self-service interactions with chat-bots and widgets). Lighthouse provides customers and service representatives access to information with unmatched accuracy and speed (less than 1 second) insuring best customer engagement and unparalleled customer service.

Kustomer
Language I/O
LanguageLine Solutions
Language Services Associates

Kustomer

Booth Number: 617
Website: https://www.kustomer.com
Twitter: https://twitter.com/kustomer
LinkedIn: https://www.linkedin.com/company/kustomer/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

Kustomer is the platform for customer experience, support, and service that focuses on customers, not tickets, enabling companies to know everything about every customer to drive informed actions. Used by Slice, Glossier, Outdoor Voices, and more, Kustomer provides businesses with a full view of every customer's lifetime. Kustomer unifies all relevant data, customer history, apps, and systems. Kustomer was founded in 2015 with headquarters in New York City.

Language I/O

Booth Number: 622
Website: http://www.languageio.com/
Twitter: https://www.twitter.com/LanguageIO
LinkedIn: https://www.linkedin.com/company/language-i-o/
Product Categories: CRM Solutions, Multichannel/Omnichannel Suites, Speech & Language Services

Language I/O provides software that uses a unique combination of human and machine translation to automate the translation of customer support content such as FAQs, emails and chat within CRMs such as Oracle, Salesforce and Zendesk. Language I/O’s products make monolingual customer support teams multilingual so every customer support team can talk to their customers in any language, over any channel. Language I/O’s omnichannel support solution reduces customer support costs while easing frustrations for agents and customers, paving the way for a seamless and high-quality customer experience. Let us help you by breaking the language barrier with your customers!

LanguageLine Solutions

Booth Number: 449
Website: https://www.languageline.com/
Twitter: https://twitter.com/LanguageLine
LinkedIn: https://www.linkedin.com/company/languageline-solutions/
Product Categories: Contact Center Resources, Speech & Language Services, Workforce Optimization/Performance Mgmt

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: 350
Website: https://lsaweb.com/
Twitter: LSAWeb
LinkedIn: https://www.linkedin.com/company/language-services-associates
Product Categories: Contact Center Resources, Outsourcing, Speech & Language Services

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help your agents optimize the customer experience for limited English proficient customers. Providing native language support improves the efficiency and productivity of your agents and raises customer satisfaction and brand loyalty. For more than 2,000 clients worldwide, in more than 200 languages, LSA provides a competitive differentiator in the financial, insurance, banking, entertainment, hospitality and manufacturing industries. Founded in 1991, LSA has a strong reputation for helping our clients build relationships, ensure accuracy, and make trusted connections with their limited English proficient customers. For more information on LSA, please call 800.305.9673 or visit www.lsaweb.com.

Lessonly
Loxysoft
MiaRec, Inc.
Monet Software

Lessonly

Booth Number: 621
Website: http://www.lessonly.com
Twitter: https://www.twitter.com/lessonly
LinkedIn: https://www.linkedin.com/company/3148030
Product Categories: Cloud Solutions, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Lessonly is powerfully simple training software used by over a million learners at more than 500 companies to translate important work knowledge into Lessons that accelerate productivity. Sales teams across the world use Lessonly to reinforce best practices, accelerate rep performance, and close more deals. Customer Service teams across the world use Lessonly to serve customers faster, drive consistent support, and elevate the customer experience. Learn more at Lessonly.com.

Loxysoft

Booth Number: 436
Website: https://www.loxysoft.com
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.

MiaRec, Inc.

Booth Number: 640
Website: https://www.miarec.com
Twitter: https://twitter.com/MiaRecInc
LinkedIn: https://www.linkedin.com/company/4817836
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

MiaRec is a global provider of comprehensive Call Recording and Workforce Optimization solutions for contact centers and enterprises.
MiaRec offers advanced contact-center functionality such as Call Recording, Live Monitoring, Reporting, Speech Analytics, Screen Capture and Agent Evaluation as an integrated all-in-one solution for optimizing contact center operations and improving customer experience.

Monet Software

Booth Number: 434
Website: http://www.monetsoftware.com/
Twitter: MonetSoftware
LinkedIn: https://www.linkedin.com/company/monet-software
Product Categories: Cloud Solutions, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Monet Software is a global provider of workforce optimization software solutions for contact centers and helpdesks. Monet’s cloud-based solution is an affordable and easy to use workforce optimization software solution, which includes workforce management, call recording, quality assurance, and performance management.
Contact centers and helpdesks will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.

Noble Systems
OnBrand24
Orkin Pest Control
PathSolutions

Noble Systems

Booth Number: 606
Website: http://www.noblesys.com
Twitter: https://www.twitter.com/NobleSystems
LinkedIn: https://www.linkedin.com/company/noble-systems
Product Categories: Agent Desktop Software, Call Mgmt: ACD, IVR, PBX, CallBack Software, Workforce Optimization/Performance Mgmt

Noble Systems Corporation is a global leader in customer communications, providing innovative solutions for Unified Communications, Workforce Management, and Analytics technologies. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise, cloud, and hybrid platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics, and workforce management.

OnBrand24

Booth Number: 525
Website: https://www.onbrand24.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Resources, Customer Satisfaction Surveys (NPS, VOC, etc), Long Distance Phone Service, Outsourcing, Quality Monitoring & Coaching, 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 2017 (Silver in 2016) 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, Iowa City, IA, Des Moines, IA, Dakota Dunes, SD, Spearfish, SD and Savannah, GA. All representatives work on-site for quality assurance, knowledge sharing, work performance monitoring and productivity. Phone, email, live chat.

Orkin Pest Control

Booth Number: 340
Website: https://www.orkin.com
Product Categories: Contact Center Resources, Employee Services/Benefits, Training, on-site or virtual

•Orkin is trusted by more businesses across North America than any other pest management provider. We service customers in a wide variety of industries and tailor our Orkin Precision Protection™ programs to fit the countless different environments we face every day. We start with a comprehensive, on-site inspection and deliver scientifically based pest management solutions to help meet your needs. Choose Orkin and get more than an exterminator. Get an expert. To learn more about Precision Protection or to request a free consultation, call 1-800-ORKIN NOW or visit us at orkincommercial.com.

PathSolutions

Booth Number: 443
Website: http://www.pathsolutions.com
Twitter: https://www.twitter.com/gopathsolutions.com
LinkedIn: https://www.linkedin.com/company/1389611/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources

PathSolutions TotalView identifies the root-causes of network faults that cause network instability and voice quality problems. Our Total Network Visibility® solution continuously tracks the health and performance of every link, switch, and router in the entire network. Utilization, configuration, and 18 error counters are interrogated and analyzed by our heuristics engine to produce plain-English prescriptions of discovered faults. The Path map report automatically identifies links, switches, and routers used between IP endpoints. Historical performance of elements along that path are presented to make it easy to determine the root-cause of problems that happened earlier in the day.

Pindrop
Pipkins
SaleMove
SAYINT

Pindrop

Booth Number: 546
Website: https://www.pindrop.com/
Twitter: pindrop
LinkedIn: https://www.linkedin.com/company/pindrop
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Phone/Data/Internet

Pindrop® solutions are leading the way to the future of voice by establishing the standard for security, identity, and trust for every voice interaction. Pindrop® solutions protect some of the biggest banks, insurers, and retailers in the world using patented technology that extracts an unrivaled amount of intelligence from every call encountered. Pindrop® solutions help detect fraudsters and authenticate callers, reducing fraud and operational costs, while improving customer experience and protecting brand reputation. Pindrop, a privately held company, headquartered in Atlanta, GA, was founded in 2011 and is venture-backed by Andreessen Horowitz, Citi Ventures, Felicis Ventures, CapitalG, GV, and IVP. For more information, please visit pindrop.com.

Pipkins

Booth Number: 601
Website: http://www.pipkins.com/
Twitter: pipkinswfm
LinkedIn: https://www.linkedin.com/company/130918
Product Categories: Workforce Optimization/Performance Mgmt

Pipkins, Inc. (www.pipkins.com), a privately-held American-owned company founded in 1983 and headquartered in St. Louis, Missouri, is the leading supplier of workforce management software and services to the contact center industry, providing sophisticated forecasting, scheduling technology for the front and back office. For more than thirty years, Pipkins has created and delivered superior workforce management products for contact centers of all sizes with thirteen industry-first applications. Vantage Point, Pipkins premier product, is the accurate workforce management solution. Pipkins systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide.

SaleMove

Booth Number: 447
Website: https://www.salemove.com/
Twitter: https://www.twitter.com/salemove
LinkedIn: https://www.linkedin.com/company/salemove/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, WebRTC

SaleMove breathes life into the digital customer experience. With only a single line of code, SaleMove enables companies to identify their highest-value website visitors and engage them through live video, audio, chat, and CoBrowsing. The high-touch engagements made possible by SaleMove greatly increase online conversions, improve customer support, and provide an overall better customer experience.

SAYINT

Booth Number: 338
Website: https://www.sayint.ai
Twitter: https://twitter.com/sayint_ai
LinkedIn: https://www.linkedin.com/company/sayint-ai/
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, CRM Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), Multichannel/Omnichannel Suites, Outsourcing, Quality Monitoring & Coaching, Social Media / Chat / Mobile Support, Speech & Language Services, Workforce Optimization/Performance Mgmt

Sayint conversation analytics helps organizations analyse and audit conversations automatically, provide insight into operations and integration with various departments. Sayint helps analyse and improve processes that can lead to capturing missed product upsell opportunities, lowering post-sale issues, customer DSAT, and measuring compliance.

With Sayint analytics engine and NLP technology, our goal is to minimize the human effort involved in communication analysis. Sayint analytics helps to improve the efficiency of contact centres by providing valuable intelligence from customer communications. This intelligence can be used to discover information relating to strategy, product, process, operational issues and agent performance. Also, analytics can be used to identify areas in which contact centre agents may need training or additional coaching and monitor the customer service provided.

Sennheiser
SHAKER
SmartAction
Softcom Technologies

Sennheiser

Booth Number: 441
Website: https://en-us.sennheiser.com/
LinkedIn: https://www.linkedin.com/company/sennheiser-communications
Product Categories: Contact Center Hardware

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.

SHAKER

Booth Number: 636
Website: http://www.shakercg.com
LinkedIn: https://www.linkedin.com/company/84973/
Product Categories: Human Resource and/or Recruitment Tools

SHAKER's Virtual Job Tryout® (VJT) technology enables recruiters to combine the best of predictive analytics and human judgment. Recruiters identify best-fit candidates with more precision, increase new-hire retention, and improve quality of hire. Virtual Job Tryout technology delivers pre-employment assessments as day-in-the-life experiences that educate and engage while obtaining a work sample that predicts job fit and competencies critical for success. Virtual Job Tryout technology is available in standard as well as custom configurations. It has been deployed in most industries for entry-level to mid-management positions. More information can be found at www.shakercg.com.

SmartAction

Booth Number: 637
Website: https://www.smartaction.ai
Twitter: https://www.twitter.com/smartaction
LinkedIn: https://www.linkedin.com/company/351006/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Self-Service Tools

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.

Softcom Technologies

Booth Number: 609
Website: http://softcomcorp.com/
Twitter: https://www.twitter.com/SoftcomCorp
LinkedIn: https://www.linkedin.com/company/softcom-technologies-corporation
Product Categories: Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

Softcom provides business intelligence and data analytics expertise for contact centers. Since 1994 our industry leading products and solutions have helped optimize businesses in over 30 countries. We offer a full suite of analytical tools designed specifically for supervisors, managers, agents, executives and analysts who value the need for accurate, trusted information. Learn more at www.SoftcomCorp.com.

Come visit us at booth 609. We look forward to meeting you!

Spectrum Corporation
Stella Connect
SWPP
T-Metrics, Inc.

Spectrum Corporation

Booth Number: 310
Website: http://www.specorp.com/
Twitter: https://www.twitter.com/specorp
LinkedIn: https://www.linkedin.com/groups/2874819/profile
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics

Spectrum Corporation has consistently been an innovative leader offering a “total solution” that maximizes performance and increases efficiency in companies worldwide, including many Fortune 500 companies.

Spectrum Corporation is a leader in Unified Contact Center Reporting (UCCR). UCCR is a process of extracting real-time and historical data from contact center applications, transforming that raw data into information and publishing that information in usable reports for all levels of the contact center. The reports are seen on dashboards, LCD/LED screens, desktops, wallboards, web based reports, email and smartphones.

Spectrum’s strength in the UCCR process lies in the ability to extract and collect the raw data using one of six different methods. This unique strength is what puts Spectrum ahead of others in the contact center reporting arena.

Stella Connect

Booth Number: 440
Website: https://stellaservice.com/
Twitter: https://twitter.com/StellaService
LinkedIn: https://www.linkedin.com/company/stellaservice
Product Categories: Employee Services/Benefits, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Stella Connect is a front-line performance management tool that leverages real-time customer feedback to measure and improve the performance of contact center agents.

The customer feedback requests at the heart of Stella Connect generate up to 50% response rates and the feedback is shared directly with agents and their managers.

This high volume of agent-level customer feedback motivates front-line teams and is used to power more effective coaching and QA programs. Stella Connect clients include Warby Parker, Mercedes and Dell.

SWPP

Booth Number: 337
Website: http://www.swpp.org/
Twitter: SWPP_ORG
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

The Society of Workforce Planning Professionals (SWPP) is a global organization devoted to facilitating education and networking opportunities among workforce planners.

SWPP provides its membership with a variety of services, including:
Member-only access to certain areas of the SWPP website; E-mail Tip of the Week; Quarterly newsletters with articles written by industry experts; Regional networking meetings (SWPP Meets); Access to quarterly web seminars; Discount to attend educational web seminars; Online forums; Job Posting Board; $100 discount on CWPP certification; $250 discount to the SWPP Annual Conference.

Information about our sister association, the Quality Assurance & Training Connection (QATC), is available at www.qatc.org.

T-Metrics, Inc.

Booth Number: 630
Website: http://www.tmetrics.com/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites

Whether deploying Premise or Cloud applications, T-Metrics delivers advanced multimedia contact center capabilities that meet today’s technical and budgetary requirements. By combining presence, voice, video, chat, SMS, and social media into a universal queue, T-Metrics delivers a truly unified contact center complete with call and screen recording. Because T-Metrics also supports agent consolidation across multiple switching platforms, contact center migration occurs according to each organization’s roadmap. Seamless strategic transitions from legacy platforms to SIP platforms have never been easier. Our worldwide customer base includes public and private sector organizations that range from Fortune 500 companies to small establishments.

TalentKeepers
TASKE Technology
Teleopti, Inc.
Tri Source International

TalentKeepers

Booth Number: 600
Website: http://www.talentkeepers.com
Twitter: https://twitter.com/talentkeepers
LinkedIn: https://www.linkedin.com/company/77508
Product Categories: Employee Benefits, Incentives/Gamification, Human Resource and/or Recruitment Tools, Workforce Optimization/Performance Mgmt

TalentKeepers® is celebrating 18 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: 301
Website: http://www.taske.com/
Product Categories: Analytics Software/Customer Analytics, CRM Solutions, Quality Monitoring & Coaching

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.

Teleopti, Inc.

Booth Number: 326
Website: http://www.teleopti.com
Twitter: https://www.twitter.com/Teleopti
Product Categories: Workforce Optimization/Performance Mgmt

Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling.

Tri Source International

Booth Number: 602
Website: http://www.trisourcebpo.com
LinkedIn: https://www.linkedin.com/company-beta/3747563/
Product Categories: Contact Center Resources, Human Resource and/or Recruitment Tools, Outsourcing

Our mission is to be an extension of our clients domestic and international business operations by providing call center and back office support solutions catered to each company’s unique set of criteria. With our strategically located offices and fulfillment centers, TSI is able to offer its partners the highest quality of customer care through robust technology and communications platforms, qualified and talented nearshore professionals while delivering cost savings and increasing revenues. We are committed to building and maintaining lasting relationships with those clients who require excellence in all aspects of business process outsourcing.

UJET
unymira
Upstream Works Software Ltd.
Voiance Language Services

UJET

Booth Number: 401
Website: https://www.ujet.co
Twitter: https://www.twitter.com/ujetco
LinkedIn: https://www.linkedin.com/company-beta/18051573/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

UJET is the real-time communications platform that makes it easy for customers and businesses to instantly connect so they can resolve problems faster. Headquartered in San Francisco, UJET enables businesses of all sizes to provide support experiences that turn customers into lifetime brand advocates. For more information, visit us at www.getujet.com.

unymira

Booth Number: 334
Website: https://www.unymira.com/en/
Twitter: https://twitter.com/unymira_us
LinkedIn: https://www.linkedin.com/company/kcenter-us/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Self-Service Tools

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.

Upstream Works Software Ltd.

Booth Number: 302
Website: https://www.upstreamworks.com
Twitter: https://www.twitter.com/upstream_works
LinkedIn: https://www.linkedin.com/company/upstream-works-software/
Product Categories: Agent Desktop Software, Contact Center Resources, Multichannel/Omnichannel Suites

Upstream Works provides best-in-class Omnichannel Contact Center software to increase agent success and customer engagement. We bring the customer journey together across all channels, interactions and applications with management simplicity and desktop elegance. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.

Voiance Language Services

Booth Number: 400
Website: https://www.interpret.voiance.com
Twitter: https://www.twitter.com/voiance
LinkedIn: https://www.linkedin.com/company/voiance-language-services
Product Categories: Contact Center Resources, Speech & Language Services, Workforce Optimization/Performance Mgmt

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.

Voice Teleservices
World Connection
Yodel Voice
Zoho Desk

Voice Teleservices

Booth Number: 332
Website: https://www.voiceteleservices.com
LinkedIn: https://www.linkedin.com/in/dave-sawicki-6091351/
Product Categories: Analytics Software/Customer Analytics, Outsourcing, Social Media / Chat / Mobile Support

Voice Teleservices is a domestic outsource call center that offers inbound and outbound customer engagement services. Leading brands including Red Robin, Bruegger’s Bagels, Xerox, and Snap-On Tools have trusted Voice Teleservices to serve their customers’ sales and service needs. Our mission is to serve as the actual “voice” of your brand while also sharing actionable “voice of the customer” insights to help clients drive continual improvement in their overall customer engagement strategies. The value of our work is measured in the positive ROI we deliver for our clients’ sales results and customer service experiences that build brand loyalty.

World Connection

Booth Number: 628
Website: https://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 mid-sized, bi-lingual contact center and BPO with locations in Guatemala City, Guatemala and Boise, Idaho. We are large enough to handle up to 700 agents, yet small enough to be flexible and provide the individualized attention you need and want from a partner. We believe in being a true extension of your company and brand, and focus not only on achieving metrics and maintaining high levels of service, but also on achieving your long-term business goals.

Yodel Voice

Booth Number: 554
Website: http://www.yodelvoice.com
Twitter: https://twitter.com/YodelTechnology
LinkedIn: https://www.linkedin.com/company/yodel-technologies/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Resources, CRM Solutions

We are Avatar Evolved. Yodel Voice is a turn key call solutions center using our avatar system via human direction. Our system enables any representative, regardless of location or accent, to sound professional and clear by using our avatars. We manage data collection, track live transfers and focus on delivering your inbound team with warm live transfers. We monitor stats on our state of the art Yodel Dashboard. Once your data is collected and monitored, we focus on fine tuning your campaign while you focus on sealing the deal.

Zoho Desk

Booth Number: 406
Website: https://www.zohodesk.com
Product Categories: CRM 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: 327
Website: http://www.icmi.com/
Product Categories: Contact Center Resources, Training, on-site or virtual

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service.

Diamond

Genesys

Booth Number: 421
Website: https://www.genesys.com
Twitter: Genesys
LinkedIn: https://www.linkedin.com/company/Genesys
Product Categories: Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), Multichannel/Omnichannel Suites, Phone/Data/Internet, Quality Monitoring & Coaching, Self-Service Tools, Video Support, Workforce Optimization/Performance Mgmt

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.https://www.twitter.com/Genesys

Diamond

Salesforce

Booth Number: 313
Website: https://www.salesforce.com/
Product Categories: Cloud Solutions, CRM Solutions, Multichannel/Omnichannel Suites

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

Talkdesk

Booth Number: 420
Website: https://www.talkdesk.com
Twitter: https://www.twitter.com/talkdesk
LinkedIn: https://www.linkedin.com/company/talkdesk
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

Talkdesk Enterprise Contact Center Platform empowers companies to continuously improve customer experience. 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, including IBM, Acxiom and Shopify rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

Global Vision

RingCentral, Inc.

Booth Number: 534
Website: http://www.ringcentral.com
Twitter: 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

8x8

Booth Number: 529
Website: https://www.8x8.com
Twitter: 8x8
LinkedIn: https://www.linkedin.com/company/8x8
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Multichannel/Omnichannel Suites

8x8 is the world’s first Communications Cloud that easily and seamlessly connects employees, customers and applications to improve business performance for enterprises large and small, global and local. The 8x8 Communications Cloud™ replaces costly and complex legacy products with a simple, integrated solution that eliminates information silos to expose, vital, real-time intelligence. 8x8 combines unified communications and team collaboration interoperability, contact center, and analytics in a single, open and real-time platform to help companies improve productivity and overall customer experience.

Gold

Appian

Booth Number: 328
Website: http://www.appiancorp.com
Product Categories: Agent Desktop Software, CRM Solutions, Multichannel/Omnichannel Suites

Appian provides a leading low-code software development platform that enables organizations to rapidly develop powerful and unique applications. With core capabilities including case management, intelligent business process management and seamless multi-channel integration, Appian can connect, extend, or replace components of customer engagement center environments. The applications created on Appian’s platform help companies quickly modernize customer contact capabilities to drive digital transformation and revolutionize the customer experience. For more information, visit www.appian.com

Gold

NICE inContact

Booth Number: 407
Website: http://www.niceincontact.com
Twitter: https://www.twitter.com/incontact
LinkedIn: https://www.linkedin.com/company/niceincontact
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

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

Gold

Oracle

Booth Number: 603
Website: http://www.oracle.com
Product Categories: Agent Desktop Software, Contact Center Resources, Multichannel/Omnichannel Suites

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.

Gold

Pegasystems

Booth Number: 501
Website: https://www.pega.com
Twitter: https://twitter.com/pega
LinkedIn: https://www.linkedin.com/company/165426/
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

Using AI-powered Workforce Intelligence and Robotic Automation, Pega Customer Service leverages real-time and historical insights to optimize your agent workforce for improved productivity, retention, and customer experience. Pegasystems Inc. is the leader in software for customer engagement and operational excellence.

Pega’s adaptive, cloud-architected software – built on its unified Pega® Platform – empowers people to rapidly deploy, and easily extend and change applications to meet strategic business needs. Over its 30-year history, Pega has delivered award-winning capabilities in CRM, powered by advanced artificial intelligence and robotic automation, to help the world’s leading brands achieve breakthrough business results.

To learn more visit us at www.pega.com/service.

Gold

Serenova

Booth Number: 521
Website: http://www.serenova.com
Twitter: SerenovaShine
LinkedIn: https://www.linkedin.com/company/serenova
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. The world’s most passionate, customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. 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: 321
Website: https://sharpencx.com/
Twitter: https://www.twitter.com/sharpentech
LinkedIn: https://www.linkedin.com/company/sharpentech/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack 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.

Silver

Aspect

Booth Number: 612
Website: https://www.aspect.com
Twitter: https://twitter.com/aspectsoftware
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

With software used by millions of agents every year and supporting billions of consumer interactions around the world, Aspect’s mission is to profoundly simplify and significantly improve customer engagement. Our solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. The native cloud customer self-service, contact center interaction management and workforce optimization capabilities are combined with next generation components while leveraging Aspect’s breadth and depth of proven technology. The robust, intuitive and beautifully-designed software, delivered via our cloud, private cloud and on-premises, provides everything needed to delight consumers and employees alike. For more information, visit www.aspect.com. Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

Silver

Bold360

Booth Number: 535
Website: https://www.logmeininc.com/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites

Bold360 is an intelligent customer engagement solution that provides businesses with actionable customer insights to efficiently deliver richer and more personalized experiences in real time. Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels like chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Bold360 improves contact center efficiencies and delivers better customer experiences that build loyalty, advocacy and grow share of wallet. For more information, visit www.bold360.com.

Silver

Cisco

Booth Number: 300
Website: https://www.cisco.com/c/en/us/products/customer-collaboration/index.html
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: 623
Website: http://www.clarabridge.com
Product Categories: Analytics Software/Customer Analytics, CRM Solutions, Multichannel/Omnichannel Suites

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

Five9

Booth Number: 515
Website: https://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

Mitel Networks

Booth Number: 540
Website: https://www.mitel.com
Twitter: https://www.twitter.com/Mitel
LinkedIn: https://www.linkedin.com/company/mitel
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Contact Center Hardware, Contact Center Resources, CRM Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), WebRTC

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 60 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

Silver

Narvar

Booth Number: 303
Website: http://www.narvar.com

Narvar helps the most admired brands and retailers build lifelong relationships beyond the “buy” button. As an enterprise-grade SaaS platform serving 400+ retailers like Sephora, Neiman-Marcus, Crate & Barrel, and GameStop, Narvar drives brand loyalty at scale by enabling immersive and emotional post-purchase customer experiences. From effortless order tracking, proactive communications, and seamless returns, Narvar applies machine learning across billions of interactions to simplify the everyday lives of consumers.

For more information, visit www.narvar.com

Silver

ServiceNow

Booth Number: 308
Website: https://www.servicenow.com/csm
Twitter: https://twitter.com/servicenow
LinkedIn: https://www.linkedin.com/company/servicenow/
Product Categories: Cloud Solutions, CRM Solutions, Multichannel/Omnichannel Suites

About ServiceNow in Customer Service Management
Your customers and partners demand fast and effective service, but disconnected systems and processes hold your customer service teams back. With the ServiceNow System of ActionTM you can replace these disconnected work patterns of the past with intelligent workflows of the future. As part of the System of Action, ServiceNow Customer Service Management allows your teams to focus on improving customer satisfaction while reducing costs. Now, you can deliver an effortless customer and agent experience, connect teams to fix issues, and proactively prevent calls.
Learn more about ServiceNow in Customer Service Management at www.servicenow.com/csm

Silver

West

Booth Number: 429
Website: https://www.west.com
Twitter: https://www.twitter.com/West_UC
LinkedIn: https://www.linkedin.com/company/west-unified-communications
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Speech & Language Services

Enterprise communications technology faces the constant challenges of complexity and obsolescence. At West, we are dedicated to delivering evergreen cloud contact center solutions with robust capabilities. Reliability, scalability, and flexibility are the foundational elements of the contact center solutions we provide to our clients every day. If customer service means as much to you as it does to us, then you can trust West contact center solutions to help you drive stronger, more meaningful connections.

Silver

Zendesk

Booth Number: 307
Website: http://www.zendesk.com
Twitter: zendesk
LinkedIn: https://www.linkedin.com/company/zendesk
Product Categories: Customer Satisfaction Surveys (NPS, VOC, etc)

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

AcuCall
AmplifAI Solutions, Inc.

AcuCall

Booth Number: 349
Website: http://www.acucall.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, CRM Solutions, Multichannel/Omnichannel Suites

AcuCall Omni-Channel Contact Platform.
AcuCall is a leading provider of packaged, integrated customer contact solutions for On-Demand, Cloud delivery. AcuCall unified platform solutions are designed to help companies optimize efficiency, increase revenue and lower costs.

AmplifAI Solutions, Inc.

Booth Number: 620
Website: https://amplifai.com
Twitter: https://www.twitter.com/amplifAI
LinkedIn: https://www.linkedin.com/company/amplifai-inc/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

AmplifAI is a disruptive AI technology that enhances your sales and NPS performance by 20-30% and reduces staff turnover by 50%, using the data you are already generating.

We deliver micro-learnings as a natural part of real-time workflow to accelerate employee skill-development with self-learning journeys, crowd-source best practices and distribute them throughout your enterprise, and drive personalized coaching and recognition direction to frontline leaders so they can reinforce self-learning.

Branch Messenger
Brand Protect Plus

Branch Messenger

Booth Number: 629
Website: http://www.branchmessenger.com/
Twitter: https://twitter.com/branchmessenger
LinkedIn: https://www.linkedin.com/company/branch-messenger/
Product Categories: Employee Services/Benefits, Human Resource and/or Recruitment Tools, Self-Service Tools, Workforce Optimization/Performance Mgmt

Branch Messenger is an employee self-service platform and intraday management solution that offers enterprises unprecedented access to their frontline workers at scale and empowers hourly shift workers to manage their work lives in real-time. It is the most seamless way for the enterprise – for all of its hourly workers across all business units – to significantly reduce employee absenteeism, payroll costs, and management time.

Since its platform can quickly plug into and extend the value of existing workforce management systems, Branch eliminates the need for switching costs and makes it easy for the enterprise to adopt.

Branch’s extensible architecture enables the enterprise to deploy the platform across the organization regardless of size in only a matter of days as opposed to months. The intelligent communication platform modernizes the historically antiquated shift coverage process so that the enterprise can quickly tap into an elastic on-demand workforce.

Brand Protect Plus

Booth Number: 634
Website: http://brandprotectplus.com/
Twitter: https://twitter.com/BrandProtectP
LinkedIn: https://www.linkedin.com/company/10359150/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources, Outsourcing

Brand Protect Plus is a U.S. based leading outsource provider of customer service, fulfillment and review monitoring software that helps clients exceed their customers’ expectations from the start! Our dedicated and multilingual agents are committed to delivering the highest quality care and service to our clients' customers through multiple communication channels including phone, email, chat, and social media. With the ability to provide a variety of services throughout the customer life cycle, we can customize the service model for each client regardless of size, industry, or location. We strive to enhance the customer experience, promote brand loyalty and expand the client’s customer base; while decreasing their operational costs and giving them more time to concentrate on additional daily responsibilities. Our work doesn’t end when a phone call is over. We strive to continually be there for our clients and treat their customers as if they are our own.

Calabrio, Inc.
Call Design

Calabrio, Inc.

Booth Number: 500
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, Cloud Solutions, Workforce Optimization/Performance Mgmt

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: 552
Website: http://calldesignNA.com
Twitter: https://www.twitter.com/calldesignna
LinkedIn: https://www.linkedin.com/company/call-design-north-america
Product Categories: Cloud Solutions, 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
Cambridge Sound Management

CallMiner

Booth Number: 616
Website: https://www.callminer.com
Twitter: https://www.twitter.com/CallMiner
LinkedIn: https://www.linkedin.com/company/callminer
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Quality Monitoring & Coaching

CallMiner helps businesses and organizations improve agent performance and gather key business intelligence by allowing them to automatically listen to every customer interaction. CallMiner’s software solutions can monitor conversations in real-time or analyze them after completion, delivering actionable insights to contact center staff, business analysts, and executives.

Cambridge Sound Management

Booth Number: 642
Website: http://www.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. manufactures QtPro and Dynasound sound masking systems to help organizations across multiple industries protect speech privacy, reduce noise distractions, and fuel workplace productivity. Its next-generation sound masking systems work by emitting a uniform, barely perceptible background sound at the frequencies of human speech. The systems also include office paging and background music capabilities to help facilities meet all of their masking and audio needs with one affordable system. Cost effective and easy to install, Cambridge Sound Management’s 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.

Certified Languages Intl
Chetu

Certified Languages Intl

Booth Number: 304
Website: https://www.certifiedlanguages.com
Twitter: https://www.twitter.com/CertLangIntl
LinkedIn: https://www.linkedin.com/company/certified-languages-international
Product Categories: Contact Center Resources, Speech & Language Services

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.

Chetu

Booth Number: 643
Website: http://www.chetu.com/

Comm100
Content Guru

Comm100

Booth Number: 343
Website: http://www.comm100.com/
Twitter: https://twitter.com/Comm100
LinkedIn: https://www.linkedin.com/company/comm100-network-corporation/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

Comm100’s next generation customer communication platform powers digital conversations via web, mobile, and messaging. We help global businesses personalize and optimize real time conversations to engage, convert, and support customers when and where it counts.

Built to scale, the Comm100 platform powers customer conversations in thousands of global organizations including Petsmart, Porsche, Stanford University, Whirlpool, and G2A. We’ve made it easy to integrate with major CRM, CMS, Social Media and Customer Community platforms and have robust API’s for external applications.

Live chat is a must-have in any organization’s digital customer engagement strategy. Are you ready to remove the speed bumps from your customer journey?

Content Guru

Booth Number: 507
Website: http://www.contentguru.com/
Twitter: cgchirp
LinkedIn: https://www.linkedin.com/company-beta/227405/
Product Categories: Agent Desktop Software, Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites

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).

CSF Corp
DailyPay

CSF Corp

Booth Number: 548
Website: https://www.csfcorp.com/
Twitter: https://www.twitter.com/csfcorp
Product Categories: Agent Desktop Software, Cloud Solutions, Social Media / Chat / Mobile Support

CSF is the leader in toll-free provisioning, texting, and least cost routing (LCR). We help our customers save time and money by simplifying and automating their toll-free voice and text provisioning, and reducing their carrier costs through optimized LCR. For more information, visit www.csfcorp.com.

DailyPay

Booth Number: 324
Website: https://www.dailypay.com/
Twitter: https://twitter.com/trydailypay
LinkedIn: https://www.linkedin.com/company/dailypay-inc/
Product Categories: Contact Center Resources, Employee Services/Benefits, Human Resource and/or Recruitment Tools

DailyPay was built for the contact center industry. We are proud to partner with leading contact centers who are reaping the benefits of increased employee retention, recruiting, and engagement. DailyPay founded The DailyPay Movement, a way for companies to leverage cutting-edge technology to allow their employees to control when they get paid. Employees who use DailyPay can access their earned wages from any place in the world, 24 hours a day, 365 days a year. With the tap of a button, they receive funds instantly and, as a result, are more financially secure and stay longer at your company.

eGain
Employment Technologies

eGain

Booth Number: 341
Website: http://www.egain.com/
Twitter: https://www.twitter.com/eGain
LinkedIn: https://www.linkedin.com/company/egain-corporation/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites

eGain customer engagement solutions make digital transformation easy for leading brands. Based on a unified omnichannel platform for AI knowledge-powered customer engagement, our top-rated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance.

Employment Technologies

Booth Number: 624
Website: https://employmenttechnologies.com
Twitter: https://www.twitter.com/ETC_EASySims
LinkedIn: https://www.linkedin.com/company-beta/1462557
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.

Envision
First Orion

Envision

Booth Number: 448
Website: http://www.envisioninc.com/
Twitter: https://www.twitter.com/envisioninc
LinkedIn: https://www.linkedin.com/company/envisioninc/
Product Categories: Cloud Solutions, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Envision provides solutions that help turn data from customer communications into action. Gain insight using artificial intelligence and data driven techniques to make strategic and operational impacts to your business and create exceptional customer experiences. Data from interactions on the phone, e-mail and chat help to quickly identify patterns and trends to transform customer relationships. Envision delivers Workforce Optimization solutions including Data Driven Quality Monitoring to optimize your workforce with our integrated, true cloud solution which includes voice and screen agent recording, coaching and eLearning, performance management, desktop and speech analytics, compliance recording, quality management and workforce management. Visit envisioninc.com, email info@envisioninc.com or call 206.225.0800 for more information.

First Orion

Booth Number: 614
Website: http://firstorion.com/
Twitter: firstorioncorp
LinkedIn: https://www.linkedin.com/company/firstorion/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Contact Center Resources

At First Orion, we know, check and protect the call experience for carriers, businesses and consumers. As a leader in the call identification and call management industry, First Orion focuses on data-driven call transparency across the calling ecosystem—inbound and outbound, pre- and post-call. Our advanced data services benefit everyone from small businesses to some of the largest telcos and enterprises in the world. By transforming calling data into viable solutions, we help businesses increase customer satisfaction, reduce phone fraud and regulatory non-compliance, and improve calling metrics to yield more profitable calling campaigns.

Fonolo
GamEffective

Fonolo

Booth Number: 627
Website: https://www.fonolo.com
Twitter: https://www.twitter.com/fonolo
LinkedIn: https://www.linkedin.com/company/fonolo
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

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.

More info: Fonolo.com or info@fonolo.com.

GamEffective

Booth Number: 542
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 a leading workforce performance management company, helping companies engage employees to improve performance, motivation and learning. GamEffective supercharges performance and learning through personalized gamification, goal setting and real time feedback. The GamEffective platform can easily integrate with existing enterprise applications, providing a deep and effective gamification solution that significantly improves performance and is easily integrated into existing systems. GamEffective’s innovative gamification workforce performance platform is used by leading multinationals; the company is a 2016 Gartner Cool Vendor in Human Capital Management.

GC Services
GeoFluent by Lionbridge

GC Services

Booth Number: 607
Website: https://www.gcserv.com
Product Categories: Outsourcing

GC Services is an award-winning business process outsourcer providing multi-channel and multi-lingual contact center solutions to some of the nation’s most respected brands. We have over 30 contact centers and employ the brightest and most qualified employees to serve our clients. We proudly represent a diverse array of industries including automotive, banking and financial services, cable and satellite, consumer goods and electronics, retail, shipping and transportation, technology, telecom, utility, and governmental sectors. Our unique differentiators include our intense training and focus on ensuring the highest customer satisfaction, compliance, and security standards while representing our clients’ brands. Companies choose GC Services for our expertise across many industries, our proven reliability and flexibility to ramp for seasonal and/or expansion needs, our genuine customer focus, and our innovative ideas. Please visit us at https://www.gcserv.com.

GeoFluent by Lionbridge

Booth Number: 611
Website: https://www.lionbridge.com
Twitter: GeoFluent
LinkedIn: https://www.linkedin.com/company/3685474
Product Categories: Cloud Solutions, Outsourcing, Speech & Language Services

GeoFluent is a real-time translation solution that allows contact centers and BPOs to multilingual-enable their voice and existing chat, helpdesk, email and other communications platforms. This allows your existing agents to communicate with any customer, regardless of the language either speaks, increasing customer satisfaction, loyalty and revenue. With pre-built integrations to Jive, Live Agent, Live Person, Lithium, Moxie, Outlook, Verint, Zendesk and other leading contact center platforms, there is no IT involvement required to add the second-generation multilingual functionality nor changes to how customers or agents already communicate. Learn more at www.geofluent.com.

Gladly
GLOBO

Gladly

Booth Number: 435
Website: https://www.gladly.com
Twitter: https://www.twitter.com/gladly
LinkedIn: https://www.linkedin.com/company/gladly-inc
Product Categories: Cloud Solutions, Contact Center Resources, CRM Solutions, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

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.

GLOBO

Booth Number: 528
Website: https://helloglobo.com
Twitter: helloglobo
LinkedIn: https://www.linkedin.com/company/helloglobo
Product Categories: Analytics Software/Customer Analytics, Multichannel/Omnichannel Suites, Speech & Language Services

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.

GM Voices
HDI

GM Voices

Booth Number: 608
Website: http://www.gmvoices.com
LinkedIn: https://www.linkedin.com/company/gm-voices
Product Categories: Contact Center Resources, Speech & Language Services, Video Support

GM Voices’ innovative in-queue streaming music and customized messaging platform greatly improves the caller experience while delivering a fast ROI and valuable reporting metrics for staffing call centers. Callers control their on-hold experience by choosing their preferred music (pop, rock, country, etc.) with options to skip songs and change genres. Targeted marketing messages are then served based on unique customer insights. A great complement to GM Voices’ core voice-over services for IVR and CS Technologies.

HDI

Booth Number: 335
Website: http://www.hdiconference.com/
Product Categories: Customer Satisfaction Surveys (NPS, VOC, etc), Self-Service Tools, Training, on-site or virtual

Founded in 1989, HDI is the first membership association and certification body created for the technical support industry. Since then, HDI has remained the industry source for professional development by offering the resources needed to promote organization-wide success through exceptional customer service. We do this by facilitating collaboration and networking, hosting acclaimed conferences and events, producing renowned publications and research, certifying and training thousands of professionals each year, and connecting solution providers with practitioners.

i-Comm Connect
injixo

i-Comm Connect

Booth Number: 641
Website: http://www.icommconnect.com/
LinkedIn: https://www.linkedin.com/company/i-comm-connect/
Product Categories: Analytics Software/Customer Analytics, Call Mgmt: ACD, IVR, PBX, CallBack Software, WebRTC

TACTAL is a powerful yet simple Contact Center solution that improves the customer experience while reducing operational cost for the business. The patented solution allows businesses to embed secure call buttons directly into their website or mobile app for customers to click and instantly connect to the right agent. Data and analytics for each call are captured and displayed to the agent within their CRM of choice to address customer inquiries more efficiently.

injixo

Booth Number: 513
Website: https://www.injixo.com/us
Twitter: https://www.twitter.com/injixo
LinkedIn: https://www.linkedin.com/company/injixo
Product Categories: Cloud Solutions, Contact Center Resources, Workforce Optimization/Performance Mgmt

For any contact center, injixo is a powerful and easy-to-use cloud workforce management application for forecasting, scheduling and intraday management. Our clients do more business and create happier customers while lowering costs and reducing effort around staffing their labor in the contact center. The pay-as-you-grow model allows flexibility at a remarkable price of $9 per user per month.

As one of the earliest adopters of cloud services for the contact center industry, we radically changed our business model and we were one of the first to offer workforce management as a "Software as a Service" under the brand "injixo".

Our parent company is InVision AG, in 1995 InVision started offering workforce management software. By 1997 our focus was completely on the contact center industry. By 1999, InVision had already set up subsidiaries in 11 offices around the world.

Interactions
InTheChat

Interactions

Booth Number: 551
Website: http://www.interactions.com
Product Categories: Contact Center Resources, Multichannel/Omnichannel Suites, Self-Service Tools

Interactions provides Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations. With flexible products and solutions designed to meet the growing demand for unified, multichannel customer care, Interactions is delivering significant cost savings and unprecedented customer experience for some of the largest brands in the world. For more information, visit www.interactions.com.

InTheChat

Booth Number: 615
Website: http://www.inthechat.com
Twitter: https://twitter.com/inthechat
LinkedIn: https://www.linkedin.com/company/in-the-chat-communications-inc.
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

InTheChat (ITC) is powering the digital CX transformation of businesses and enabling the new generation of customer service for an increasingly mobile world. Our customer engagement platform, powered by NLP and AI, enables businesses to deliver sales and service support to their customers via social media, chat, email, SMS, and messaging applications. Our industry-leading automated assistants (bots) and omnichannel live agent platform combine to deliver an innovative, convenient and customer-valued experience.

ITC helps reduce costs, grow revenue and improve CSAT scores by consolidating all digital channels into one easy to use solution. ITC’s platform reads, categorizes and routes incoming messages to automated assistants and/or the best-skilled agent for support. This, combined with ITC’s integrated CRM capabilities, contact center grade performance reporting and workflow management, enables users to deliver support via innovative new channels using many of the same processes previously deployed for phone.

iQventures
Jabra

iQventures

Booth Number: 306
Website: http://www.iqventures.com/
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Quality Monitoring & Coaching

SpeechiQ leverages the power of IBM Watson to deliver the most advanced, user-friendly speech analytics and quality management tool on the market, providing organizations the opportunity to improve the customer experience. Delivering a simplified and customizable call evaluation workflow (both automated and manual) complete with extensive call analytics ensures maximum efficiency. The easy-to-use interface enables quick call searches utilizing filters and keyword lists. Leveraging our cloud deployment model ensures maximum flexibility while controlling operating costs. With unlimited storage at no additional cost for any defined length of time, your compliance and budgetary needs are protected.

Jabra

Booth Number: 415
Website: http://www.jabra.com/
Twitter: Jabra_US
LinkedIn: https://www.linkedin.com/company/jabra/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Workforce Optimization/Performance Mgmt

Jabra is a leading global manufacturer of audio solutions committed to engineering best-in-class communications and sound devices that enhance concentration, conversation and collaboration in the modern-day workplace

Jacada
KMS Lighthouse

Jacada

Booth Number: 541
Website: https://www.jacada.com
Twitter: https://www.twitter.com/jacada_inc
LinkedIn: https://www.linkedin.com/company/jacada
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Self-Service Tools

At Jacada, we help enterprises to significantly reduce costs of their customer service operations by deploying automation solutions and contextual bots. From guiding the contact center agents and automating their manual tasks, to fully automated self-service, we enable autonomous customer experience. Our 25 years of experience in automating customer service processes for global enterprises, together with proven outcome-focused integration capabilities, enable worry-free deployments with lower TCO. More info at www.jacada.com

KMS Lighthouse

Booth Number: 543
Website: https://www.kmslh.com/
LinkedIn: https://www.linkedin.com/company/kms-lighthouse/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

KMS lighthouse software, Lighthouse is a next generation digital knowledge management solution that provides customers and employees with consistent and accurate knowledge.
The powerful search engine & unique methodology dramatically improves customer experience across all service and sales channels (including self-service interactions with chat-bots and widgets). Lighthouse provides customers and service representatives access to information with unmatched accuracy and speed (less than 1 second) insuring best customer engagement and unparalleled customer service.

Kustomer
Language I/O

Kustomer

Booth Number: 617
Website: https://www.kustomer.com
Twitter: https://twitter.com/kustomer
LinkedIn: https://www.linkedin.com/company/kustomer/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

Kustomer is the platform for customer experience, support, and service that focuses on customers, not tickets, enabling companies to know everything about every customer to drive informed actions. Used by Slice, Glossier, Outdoor Voices, and more, Kustomer provides businesses with a full view of every customer's lifetime. Kustomer unifies all relevant data, customer history, apps, and systems. Kustomer was founded in 2015 with headquarters in New York City.

Language I/O

Booth Number: 622
Website: http://www.languageio.com/
Twitter: https://www.twitter.com/LanguageIO
LinkedIn: https://www.linkedin.com/company/language-i-o/
Product Categories: CRM Solutions, Multichannel/Omnichannel Suites, Speech & Language Services

Language I/O provides software that uses a unique combination of human and machine translation to automate the translation of customer support content such as FAQs, emails and chat within CRMs such as Oracle, Salesforce and Zendesk. Language I/O’s products make monolingual customer support teams multilingual so every customer support team can talk to their customers in any language, over any channel. Language I/O’s omnichannel support solution reduces customer support costs while easing frustrations for agents and customers, paving the way for a seamless and high-quality customer experience. Let us help you by breaking the language barrier with your customers!

LanguageLine Solutions
Language Services Associates

LanguageLine Solutions

Booth Number: 449
Website: https://www.languageline.com/
Twitter: https://twitter.com/LanguageLine
LinkedIn: https://www.linkedin.com/company/languageline-solutions/
Product Categories: Contact Center Resources, Speech & Language Services, Workforce Optimization/Performance Mgmt

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: 350
Website: https://lsaweb.com/
Twitter: LSAWeb
LinkedIn: https://www.linkedin.com/company/language-services-associates
Product Categories: Contact Center Resources, Outsourcing, Speech & Language Services

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help your agents optimize the customer experience for limited English proficient customers. Providing native language support improves the efficiency and productivity of your agents and raises customer satisfaction and brand loyalty. For more than 2,000 clients worldwide, in more than 200 languages, LSA provides a competitive differentiator in the financial, insurance, banking, entertainment, hospitality and manufacturing industries. Founded in 1991, LSA has a strong reputation for helping our clients build relationships, ensure accuracy, and make trusted connections with their limited English proficient customers. For more information on LSA, please call 800.305.9673 or visit www.lsaweb.com.

Lessonly
Loxysoft

Lessonly

Booth Number: 621
Website: http://www.lessonly.com
Twitter: https://www.twitter.com/lessonly
LinkedIn: https://www.linkedin.com/company/3148030
Product Categories: Cloud Solutions, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Lessonly is powerfully simple training software used by over a million learners at more than 500 companies to translate important work knowledge into Lessons that accelerate productivity. Sales teams across the world use Lessonly to reinforce best practices, accelerate rep performance, and close more deals. Customer Service teams across the world use Lessonly to serve customers faster, drive consistent support, and elevate the customer experience. Learn more at Lessonly.com.

Loxysoft

Booth Number: 436
Website: https://www.loxysoft.com
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.

MiaRec, Inc.
Monet Software

MiaRec, Inc.

Booth Number: 640
Website: https://www.miarec.com
Twitter: https://twitter.com/MiaRecInc
LinkedIn: https://www.linkedin.com/company/4817836
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

MiaRec is a global provider of comprehensive Call Recording and Workforce Optimization solutions for contact centers and enterprises.
MiaRec offers advanced contact-center functionality such as Call Recording, Live Monitoring, Reporting, Speech Analytics, Screen Capture and Agent Evaluation as an integrated all-in-one solution for optimizing contact center operations and improving customer experience.

Monet Software

Booth Number: 434
Website: http://www.monetsoftware.com/
Twitter: MonetSoftware
LinkedIn: https://www.linkedin.com/company/monet-software
Product Categories: Cloud Solutions, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Monet Software is a global provider of workforce optimization software solutions for contact centers and helpdesks. Monet’s cloud-based solution is an affordable and easy to use workforce optimization software solution, which includes workforce management, call recording, quality assurance, and performance management.
Contact centers and helpdesks will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce software.

Noble Systems
OnBrand24

Noble Systems

Booth Number: 606
Website: http://www.noblesys.com
Twitter: https://www.twitter.com/NobleSystems
LinkedIn: https://www.linkedin.com/company/noble-systems
Product Categories: Agent Desktop Software, Call Mgmt: ACD, IVR, PBX, CallBack Software, Workforce Optimization/Performance Mgmt

Noble Systems Corporation is a global leader in customer communications, providing innovative solutions for Unified Communications, Workforce Management, and Analytics technologies. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise, cloud, and hybrid platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, interaction analytics, and workforce management.

OnBrand24

Booth Number: 525
Website: https://www.onbrand24.com
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Resources, Customer Satisfaction Surveys (NPS, VOC, etc), Long Distance Phone Service, Outsourcing, Quality Monitoring & Coaching, 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 2017 (Silver in 2016) 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, Iowa City, IA, Des Moines, IA, Dakota Dunes, SD, Spearfish, SD and Savannah, GA. All representatives work on-site for quality assurance, knowledge sharing, work performance monitoring and productivity. Phone, email, live chat.

Orkin Pest Control
PathSolutions

Orkin Pest Control

Booth Number: 340
Website: https://www.orkin.com
Product Categories: Contact Center Resources, Employee Services/Benefits, Training, on-site or virtual

•Orkin is trusted by more businesses across North America than any other pest management provider. We service customers in a wide variety of industries and tailor our Orkin Precision Protection™ programs to fit the countless different environments we face every day. We start with a comprehensive, on-site inspection and deliver scientifically based pest management solutions to help meet your needs. Choose Orkin and get more than an exterminator. Get an expert. To learn more about Precision Protection or to request a free consultation, call 1-800-ORKIN NOW or visit us at orkincommercial.com.

PathSolutions

Booth Number: 443
Website: http://www.pathsolutions.com
Twitter: https://www.twitter.com/gopathsolutions.com
LinkedIn: https://www.linkedin.com/company/1389611/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources

PathSolutions TotalView identifies the root-causes of network faults that cause network instability and voice quality problems. Our Total Network Visibility® solution continuously tracks the health and performance of every link, switch, and router in the entire network. Utilization, configuration, and 18 error counters are interrogated and analyzed by our heuristics engine to produce plain-English prescriptions of discovered faults. The Path map report automatically identifies links, switches, and routers used between IP endpoints. Historical performance of elements along that path are presented to make it easy to determine the root-cause of problems that happened earlier in the day.

Pindrop
Pipkins

Pindrop

Booth Number: 546
Website: https://www.pindrop.com/
Twitter: pindrop
LinkedIn: https://www.linkedin.com/company/pindrop
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Phone/Data/Internet

Pindrop® solutions are leading the way to the future of voice by establishing the standard for security, identity, and trust for every voice interaction. Pindrop® solutions protect some of the biggest banks, insurers, and retailers in the world using patented technology that extracts an unrivaled amount of intelligence from every call encountered. Pindrop® solutions help detect fraudsters and authenticate callers, reducing fraud and operational costs, while improving customer experience and protecting brand reputation. Pindrop, a privately held company, headquartered in Atlanta, GA, was founded in 2011 and is venture-backed by Andreessen Horowitz, Citi Ventures, Felicis Ventures, CapitalG, GV, and IVP. For more information, please visit pindrop.com.

Pipkins

Booth Number: 601
Website: http://www.pipkins.com/
Twitter: pipkinswfm
LinkedIn: https://www.linkedin.com/company/130918
Product Categories: Workforce Optimization/Performance Mgmt

Pipkins, Inc. (www.pipkins.com), a privately-held American-owned company founded in 1983 and headquartered in St. Louis, Missouri, is the leading supplier of workforce management software and services to the contact center industry, providing sophisticated forecasting, scheduling technology for the front and back office. For more than thirty years, Pipkins has created and delivered superior workforce management products for contact centers of all sizes with thirteen industry-first applications. Vantage Point, Pipkins premier product, is the accurate workforce management solution. Pipkins systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide.

SaleMove
SAYINT

SaleMove

Booth Number: 447
Website: https://www.salemove.com/
Twitter: https://www.twitter.com/salemove
LinkedIn: https://www.linkedin.com/company/salemove/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, WebRTC

SaleMove breathes life into the digital customer experience. With only a single line of code, SaleMove enables companies to identify their highest-value website visitors and engage them through live video, audio, chat, and CoBrowsing. The high-touch engagements made possible by SaleMove greatly increase online conversions, improve customer support, and provide an overall better customer experience.

SAYINT

Booth Number: 338
Website: https://www.sayint.ai
Twitter: https://twitter.com/sayint_ai
LinkedIn: https://www.linkedin.com/company/sayint-ai/
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, CRM Solutions, Customer Satisfaction Surveys (NPS, VOC, etc), Multichannel/Omnichannel Suites, Outsourcing, Quality Monitoring & Coaching, Social Media / Chat / Mobile Support, Speech & Language Services, Workforce Optimization/Performance Mgmt

Sayint conversation analytics helps organizations analyse and audit conversations automatically, provide insight into operations and integration with various departments. Sayint helps analyse and improve processes that can lead to capturing missed product upsell opportunities, lowering post-sale issues, customer DSAT, and measuring compliance.

With Sayint analytics engine and NLP technology, our goal is to minimize the human effort involved in communication analysis. Sayint analytics helps to improve the efficiency of contact centres by providing valuable intelligence from customer communications. This intelligence can be used to discover information relating to strategy, product, process, operational issues and agent performance. Also, analytics can be used to identify areas in which contact centre agents may need training or additional coaching and monitor the customer service provided.

Sennheiser
SHAKER

Sennheiser

Booth Number: 441
Website: https://en-us.sennheiser.com/
LinkedIn: https://www.linkedin.com/company/sennheiser-communications
Product Categories: Contact Center Hardware

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.

SHAKER

Booth Number: 636
Website: http://www.shakercg.com
LinkedIn: https://www.linkedin.com/company/84973/
Product Categories: Human Resource and/or Recruitment Tools

SHAKER's Virtual Job Tryout® (VJT) technology enables recruiters to combine the best of predictive analytics and human judgment. Recruiters identify best-fit candidates with more precision, increase new-hire retention, and improve quality of hire. Virtual Job Tryout technology delivers pre-employment assessments as day-in-the-life experiences that educate and engage while obtaining a work sample that predicts job fit and competencies critical for success. Virtual Job Tryout technology is available in standard as well as custom configurations. It has been deployed in most industries for entry-level to mid-management positions. More information can be found at www.shakercg.com.

SmartAction
Softcom Technologies

SmartAction

Booth Number: 637
Website: https://www.smartaction.ai
Twitter: https://www.twitter.com/smartaction
LinkedIn: https://www.linkedin.com/company/351006/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Self-Service Tools

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.

Softcom Technologies

Booth Number: 609
Website: http://softcomcorp.com/
Twitter: https://www.twitter.com/SoftcomCorp
LinkedIn: https://www.linkedin.com/company/softcom-technologies-corporation
Product Categories: Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

Softcom provides business intelligence and data analytics expertise for contact centers. Since 1994 our industry leading products and solutions have helped optimize businesses in over 30 countries. We offer a full suite of analytical tools designed specifically for supervisors, managers, agents, executives and analysts who value the need for accurate, trusted information. Learn more at www.SoftcomCorp.com.

Come visit us at booth 609. We look forward to meeting you!

Spectrum Corporation
Stella Connect

Spectrum Corporation

Booth Number: 310
Website: http://www.specorp.com/
Twitter: https://www.twitter.com/specorp
LinkedIn: https://www.linkedin.com/groups/2874819/profile
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics

Spectrum Corporation has consistently been an innovative leader offering a “total solution” that maximizes performance and increases efficiency in companies worldwide, including many Fortune 500 companies.

Spectrum Corporation is a leader in Unified Contact Center Reporting (UCCR). UCCR is a process of extracting real-time and historical data from contact center applications, transforming that raw data into information and publishing that information in usable reports for all levels of the contact center. The reports are seen on dashboards, LCD/LED screens, desktops, wallboards, web based reports, email and smartphones.

Spectrum’s strength in the UCCR process lies in the ability to extract and collect the raw data using one of six different methods. This unique strength is what puts Spectrum ahead of others in the contact center reporting arena.

Stella Connect

Booth Number: 440
Website: https://stellaservice.com/
Twitter: https://twitter.com/StellaService
LinkedIn: https://www.linkedin.com/company/stellaservice
Product Categories: Employee Services/Benefits, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt

Stella Connect is a front-line performance management tool that leverages real-time customer feedback to measure and improve the performance of contact center agents.

The customer feedback requests at the heart of Stella Connect generate up to 50% response rates and the feedback is shared directly with agents and their managers.

This high volume of agent-level customer feedback motivates front-line teams and is used to power more effective coaching and QA programs. Stella Connect clients include Warby Parker, Mercedes and Dell.

SWPP
T-Metrics, Inc.

SWPP

Booth Number: 337
Website: http://www.swpp.org/
Twitter: SWPP_ORG
Product Categories: Quality Monitoring & Coaching, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

The Society of Workforce Planning Professionals (SWPP) is a global organization devoted to facilitating education and networking opportunities among workforce planners.

SWPP provides its membership with a variety of services, including:
Member-only access to certain areas of the SWPP website; E-mail Tip of the Week; Quarterly newsletters with articles written by industry experts; Regional networking meetings (SWPP Meets); Access to quarterly web seminars; Discount to attend educational web seminars; Online forums; Job Posting Board; $100 discount on CWPP certification; $250 discount to the SWPP Annual Conference.

Information about our sister association, the Quality Assurance & Training Connection (QATC), is available at www.qatc.org.

T-Metrics, Inc.

Booth Number: 630
Website: http://www.tmetrics.com/
Product Categories: Cloud Solutions, Contact Center Resources, Multichannel/Omnichannel Suites

Whether deploying Premise or Cloud applications, T-Metrics delivers advanced multimedia contact center capabilities that meet today’s technical and budgetary requirements. By combining presence, voice, video, chat, SMS, and social media into a universal queue, T-Metrics delivers a truly unified contact center complete with call and screen recording. Because T-Metrics also supports agent consolidation across multiple switching platforms, contact center migration occurs according to each organization’s roadmap. Seamless strategic transitions from legacy platforms to SIP platforms have never been easier. Our worldwide customer base includes public and private sector organizations that range from Fortune 500 companies to small establishments.

TalentKeepers
TASKE Technology

TalentKeepers

Booth Number: 600
Website: http://www.talentkeepers.com
Twitter: https://twitter.com/talentkeepers
LinkedIn: https://www.linkedin.com/company/77508
Product Categories: Employee Benefits, Incentives/Gamification, Human Resource and/or Recruitment Tools, Workforce Optimization/Performance Mgmt

TalentKeepers® is celebrating 18 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: 301
Website: http://www.taske.com/
Product Categories: Analytics Software/Customer Analytics, CRM Solutions, Quality Monitoring & Coaching

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.

Teleopti, Inc.
Tri Source International

Teleopti, Inc.

Booth Number: 326
Website: http://www.teleopti.com
Twitter: https://www.twitter.com/Teleopti
Product Categories: Workforce Optimization/Performance Mgmt

Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling.

Tri Source International

Booth Number: 602
Website: http://www.trisourcebpo.com
LinkedIn: https://www.linkedin.com/company-beta/3747563/
Product Categories: Contact Center Resources, Human Resource and/or Recruitment Tools, Outsourcing

Our mission is to be an extension of our clients domestic and international business operations by providing call center and back office support solutions catered to each company’s unique set of criteria. With our strategically located offices and fulfillment centers, TSI is able to offer its partners the highest quality of customer care through robust technology and communications platforms, qualified and talented nearshore professionals while delivering cost savings and increasing revenues. We are committed to building and maintaining lasting relationships with those clients who require excellence in all aspects of business process outsourcing.

UJET
unymira

UJET

Booth Number: 401
Website: https://www.ujet.co
Twitter: https://www.twitter.com/ujetco
LinkedIn: https://www.linkedin.com/company-beta/18051573/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

UJET is the real-time communications platform that makes it easy for customers and businesses to instantly connect so they can resolve problems faster. Headquartered in San Francisco, UJET enables businesses of all sizes to provide support experiences that turn customers into lifetime brand advocates. For more information, visit us at www.getujet.com.

unymira

Booth Number: 334
Website: https://www.unymira.com/en/
Twitter: https://twitter.com/unymira_us
LinkedIn: https://www.linkedin.com/company/kcenter-us/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Self-Service Tools

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.

Upstream Works Software Ltd.
Voiance Language Services

Upstream Works Software Ltd.

Booth Number: 302
Website: https://www.upstreamworks.com
Twitter: https://www.twitter.com/upstream_works
LinkedIn: https://www.linkedin.com/company/upstream-works-software/
Product Categories: Agent Desktop Software, Contact Center Resources, Multichannel/Omnichannel Suites

Upstream Works provides best-in-class Omnichannel Contact Center software to increase agent success and customer engagement. We bring the customer journey together across all channels, interactions and applications with management simplicity and desktop elegance. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.

Voiance Language Services

Booth Number: 400
Website: https://www.interpret.voiance.com
Twitter: https://www.twitter.com/voiance
LinkedIn: https://www.linkedin.com/company/voiance-language-services
Product Categories: Contact Center Resources, Speech & Language Services, Workforce Optimization/Performance Mgmt

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.

Voice Teleservices
World Connection

Voice Teleservices

Booth Number: 332
Website: https://www.voiceteleservices.com
LinkedIn: https://www.linkedin.com/in/dave-sawicki-6091351/
Product Categories: Analytics Software/Customer Analytics, Outsourcing, Social Media / Chat / Mobile Support

Voice Teleservices is a domestic outsource call center that offers inbound and outbound customer engagement services. Leading brands including Red Robin, Bruegger’s Bagels, Xerox, and Snap-On Tools have trusted Voice Teleservices to serve their customers’ sales and service needs. Our mission is to serve as the actual “voice” of your brand while also sharing actionable “voice of the customer” insights to help clients drive continual improvement in their overall customer engagement strategies. The value of our work is measured in the positive ROI we deliver for our clients’ sales results and customer service experiences that build brand loyalty.

World Connection

Booth Number: 628
Website: https://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 mid-sized, bi-lingual contact center and BPO with locations in Guatemala City, Guatemala and Boise, Idaho. We are large enough to handle up to 700 agents, yet small enough to be flexible and provide the individualized attention you need and want from a partner. We believe in being a true extension of your company and brand, and focus not only on achieving metrics and maintaining high levels of service, but also on achieving your long-term business goals.

Yodel Voice
Zoho Desk

Yodel Voice

Booth Number: 554
Website: http://www.yodelvoice.com
Twitter: https://twitter.com/YodelTechnology
LinkedIn: https://www.linkedin.com/company/yodel-technologies/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Resources, CRM Solutions

We are Avatar Evolved. Yodel Voice is a turn key call solutions center using our avatar system via human direction. Our system enables any representative, regardless of location or accent, to sound professional and clear by using our avatars. We manage data collection, track live transfers and focus on delivering your inbound team with warm live transfers. We monitor stats on our state of the art Yodel Dashboard. Once your data is collected and monitored, we focus on fine tuning your campaign while you focus on sealing the deal.

Zoho Desk

Booth Number: 406
Website: https://www.zohodesk.com
Product Categories: CRM 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.

"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

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.