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Dallas, TX | October 12-15, 2020
Digital | October 13-14, 2020
Exhibit Register to Attend

Exhibitors

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

EXHIBIT HALL HOURS

Monday, October 12, 5:15PM-7:15PM
Tuesday, October 13, 9:30AM-1:30PM
Wednesday, October 14, 9:30AM-12:30PM

Conference Host

ICMI

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

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

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

Diamond

NICE inContact

Booth Number: 703
Website: http://www.niceincontact.com
Twitter: https://www.twitter.com/incontact
LinkedIn: https://www.linkedin.com/company/niceincontact
Product Categories: Cloud Solutions, Workforce Optimization/Performance Mgmt, Customer Experience

NICE inContact is the cloud contact center software leader, empowering organizations to provide exceptional customer experiences with the world’s # 1 cloud customer experience platform, NICE inContact CXone™. CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation to help companies act smarter and respond faster to consumer expectations. NICE inContact, a NICE company, is recognized as a market leader by the leading industry analyst firms, and serves customers in more than 100 countries, including over 85 of the Fortune 100 companies. www.niceincontact.com

Diamond

Salesforce

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

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

Platinum

8x8

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

8x8, Inc. (NYSE: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center, and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter and Facebook.

Platinum

Bold360 by LogMeIn

Booth Number: 615
Website: https://www.bold360.com/
Twitter: https://twitter.com/Bold360
Product Categories: Self-Service Tools, Social Media / Chat / Mobile Support, Artificial Intelligence

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

Platinum

Genesys

Booth Number: 503
Website: http://www.genesys.com/
Twitter: https://www.twitter.com/Genesys
LinkedIn: https://www.linkedin.com/company/Genesys
Product Categories: Cloud Solutions, Artificial Intelligence, Customer Experience

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

Global Vision

Sharpen

Booth Number: 709
Website: https://sharpencx.com/
Twitter: https://www.twitter.com/sharpentech
LinkedIn: https://www.linkedin.com/company/sharpentech/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Quality Monitoring & Coaching

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

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

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

Gold

Bright Pattern

Booth Number: 506
Website: https://www.brightpattern.com/
Twitter: https://www.twitter.com/brightpatternus
LinkedIn: https://www.linkedin.com/company/bright-pattern-inc-/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Social Media / Chat / Mobile Support

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

Gold

Cisco

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

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

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

Gold

Edify

Booth Number: 514
Website: https://www.edify.cx/
Twitter: https://www.twitter.com/edifycx
LinkedIn: https://www.linkedin.com/company/edify-labs
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

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

Gold

First Orion

Booth Number: 714
Website: http://firstorion.com/
Twitter: https://www.twitter.com/firstorioncorp
LinkedIn: https://www.linkedin.com/company/firstorioncorp/

First Orion is a leader in network enterprise solutions, call identification, and call management software, focusing on data-driven call transparency across the calling experience.

We help our partners increase consumer satisfaction, reduce risk associated with fraud and compliance, and yield more profitable calling solutions.

Gold

RingCentral, Inc

Booth Number: 408
Website: https://www.ringcentral.com/
Twitter: https://twitter.com/RingCentral
LinkedIn: https://www.linkedin.com/company-beta/60868/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

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

Gold

Serenova

Booth Number: 608
Website: https://www.serenova.com/
Twitter: https://www.twitter.com/SerenovaShine
LinkedIn: https://www.linkedin.com/company/serenova
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Workforce Optimization/Performance Mgmt

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

Gold

Talkdesk

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

Talkdesk Enterprise Cloud Contact Center platform empowers companies to make customer experience their competitive advantage. Combining enterprise performance at scale with consumer simplicity, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative companies around the world, including 2U, Canon, IBM, Peloton and Trivago, rely on Talkdesk’s culture of innovation to feed their CX obsession. Learn more and request a demo at www.talkdesk.com.

Silver

ConvergeOne

Booth Number: 400
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Customer Experience

Founded in 1993, ConvergeOne, a leading global IT services provider of cloud collaboration customer experience and technology solutions for large and medium enterprises with decades of experience assisting customers to transform their digital infrastructure and realize a return on investment. Over 14,000 enterprise and mid-market customers trust ConvergeOne with collaboration, enterprise networking, data center, cloud and cybersecurity solutions to achieve business outcomes. Our investments in cloud infrastructure and managed services provide transformational opportunities for customers to achieve financial and operational benefits with leading technologies. ConvergeOne has partnerships with more than 300 global industry leaders, including Avaya, Cisco, IBM, Genesys, and Microsoft to customize specific business outcomes. We deliver solutions with a full lifecycle approach including strategy, design and implementation with professional, managed and support services. ConvergeOne holds more than 6,300 technical certifications across hundreds of engineers throughout North America, including three Customer Success Centers. www.convergeone.com.

Silver

EasyVista

Booth Number: 407
Website: https://www.easyvista.com/
Twitter: https://twitter.com/EasyVista
LinkedIn: https://www.linkedin.com/company/easyvista/

EasyVista is a global software provider of intelligent support automation solutions for organizations looking to improve customer satisfaction while keeping costs low. EV Self Help is an intelligent knowledge management and self-service software that makes it easy to automate processes for support agents and provide answers to customers on self-service portals, websites, or through chatbots and virtual support agents. Leveraging the power of self-help technology and conversational AI, EasyVista helps organizations create customer-focused support experiences, improve agent productivity, reduce operating costs, and increase customer satisfaction.

Silver

Five9

Booth Number: 415
Website: http://www.five9.com
Twitter: https://www.twitter.com/Five9
LinkedIn: https://www.linkedin.com/company/five9
Product Categories: Agent Desktop Software, Cloud Solutions, Multichannel/Omnichannel Suites

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

Silver

Freshworks

Booth Number: 418
Website: https://www.freshworks.com/
Product Categories: Agent Desktop Software, Multichannel/Omnichannel Suites, Customer Experience

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

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

Silver

Neustar

Booth Number: 510
Website: https://www.home.neustar/
Twitter: https://twitter.com/Neustar
LinkedIn: https://www.linkedin.com/company/neustar-inc/
Product Categories: Analytics Software/Customer Analytics, Contact Center Resources, Customer Experience

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

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

Silver

ServiceNow

Booth Number: 517
Website: https://www.servicenow.com/solutions/csm
Twitter: https://twitter.com/servicenow
LinkedIn: https://www.linkedin.com/company/servicenow/
Product Categories: Agent Desktop Software, Cloud Solutions, Knowledge Management

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

AcuCall

Booth Number: 820
Website: https://acucall.com/
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Multichannel/Omnichannel Suites

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

ASC Americas

Booth Number: 721
Website: https://asctechnologies.com/english/index.html
Product Categories: Analytics Software/Customer Analytics, Cloud Solutions, Workforce Optimization/Performance Mgmt

Authority Software

Booth Number: 515
Website: http://authoritysoftware.com/
Twitter: https://twitter.com/AuthoritySoft1
LinkedIn: https://www.linkedin.com/company/authority-software
Product Categories: Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt, Customer Experience

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

BPA Quality

Booth Number: 920
Website: https://bpaquality.com/
Twitter: https://twitter.com/BPAQUALITY
LinkedIn: https://www.linkedin.com/company/bpa-quality-
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Customer Experience

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

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

Calabrio, Inc.

Booth Number: 311
Website: https://www.calabrio.com/
Twitter: https://www.twitter.com/calabrio
LinkedIn: https://www.linkedin.com/company/calabrio-inc
Product Categories: Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt, Artificial Intelligence

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

CallMiner

Booth Number: 319
Website: https://callminer.com/
Twitter: https://www.twitter.com/CallMiner
LinkedIn: https://www.linkedin.com/company/callminer
Product Categories: Analytics Software/Customer Analytics, Artificial Intelligence, Customer Experience

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

Canon

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

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

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

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

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

CCT Solutions

Booth Number: 312
Website: http://www.cct-solutions.com/en/
Twitter: https://twitter.com/cctsolutions
LinkedIn: https://www.linkedin.com/company/cct-deutschland-gmbh
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Multichannel/Omnichannel Suites

CCT is leading the way in Omni-Channel customer engagement solutions. CCT helps companies communicate with existing contact channels and a new generation of customers, through web and mobile based interactions, such as Web RTC, chat, co browsing and video, ensuring their contact center agents adapt to the changing customer landscape, decreasing contact center costs and providing efficient relationships with their customers.

Centrical

Booth Number: 420
Website: https://centrical.com/
Twitter: https://twitter.com/centrical
LinkedIn: https://www.linkedin.com/company/centrical/
Product Categories: Employee Benefits, Incentives/Gamification, Training, on-site or virtual, Workforce Optimization/Performance Mgmt

Centrical employee engagement, training and performance management solutions help thousands of employees in contact centers worldwide meet and exceed their goals daily. Centrical blends personalized microlearning with advanced gamification and real-time performance management into one holistic platform.

At Centrical, we believe that employees who know their goals, know how to get them and are motivated to excel are more successful – it’s that simple.

Using Centrical, you can set dynamic performance and learning goals for your employees. Then empower them with real-time performance tracking, engage them with challenges, levels and prizes, and offer prompts and microlearning that will help them get things done.

Centrical’s platform easily integrates with all leading enterprise systems and produces improvements like 40% faster onboarding, a 3.5X improvement in compliance and quality, and 12% improvement in employee productivity. For more information please visit www.centrical.com

ContactUS Communications

Booth Number: 816
Website: http://www.contactusinc.com
Twitter: https://www.twitter.com/ContactUsinc
LinkedIn: https://www.linkedin.com/company/contactus-communications/
Product Categories: Contact Center Resources, Outsourcing, Social Media / Chat / Mobile Support

ContactUS Communications is a U.S. based contact center services organization supporting brands across a variety of industries. Our highly experienced management team delivers outsourced customer care, inbound upselling and cross-selling, customer retention and win-back programs, as well as technical support. We are not a commodity player. We are not an answering service. We provide dedicated customer service staff, supervision, and management to measurably improve our client's business performance, all while remaining cost efficient. We accomplish this through the highest quality service delivery, investing in world-class technology as a competitive advantage.

Content Guru

Booth Number: 509
Website: http://www.contentguru.com/
Twitter: https://www.twitter.com/cgchirp
LinkedIn: https://www.linkedin.com/company-beta/227405/
Product Categories: Multichannel/Omnichannel Suites, Artificial Intelligence, Customer Experience

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

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

CXM Recording and Quality Monitoring

Booth Number: 303
Website: https://cxmrecord.com/
LinkedIn: https://www.linkedin.com/company/cxm-recording-and-quality-monitoring/
Product Categories: Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt, Customer Experience

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

EPOS

Booth Number: 316
Website: https://www.eposaudio.com/en/us/
Product Categories: Contact Center Hardware, Phone/Data/Internet, Customer Experience

EPOS delivers high-end audio solutions designed for enterprise and gaming. Based on pioneering audio technology, we strive to unleash human potential by perfecting audio experiences and delivering innovative design and performance with all of our audio solutions.

Our headquarters is located in Copenhagen, Denmark, and is a key hub for our business. EPOS builds on more than 115 years of experience in audio innovation. We operate in a global market with offices and partners in more than 30 countries.

Our name, EPOS is derived from Latin and ancient Greek and is used to describe epic stories, speech and poetry. The name encapsulates our dedication to create solutions that enable ways of communication through The Power of Audio™.

Fonolo

Booth Number: 310
Website: https://fonolo.com/
Twitter: https://www.twitter.com/fonolo
LinkedIn: https://www.linkedin.com/company/fonolo
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Contact Center Hardware, Contact Center Resources

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

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

Language Link

Booth Number: 725
Website: https://www.language.link/
Twitter: https://twitter.com/LanguageLinkLL
LinkedIn: https://www.linkedin.com/company/languagelinkll/
Product Categories: Outsourcing, Speech & Language Services, Customer Experience

At Language Link we speak your customer’s language! We are a full-service interpretation provider with native speaking interpreters in more than 240 languages and dialects. We help you deliver a multilingual customer service experience that is both cost-effective and flexible. We’re available 24/7 though our state-of-the-art customer service center. Connect to a knowledgeable, experienced interpreter within seconds via your personal toll-free number, and enjoy access to a dedicated account manager and customized reporting and billing through our client portal. Since 1991, Language Link has partnered with contact centers across multiple industries including:

-Legal & Courts
-Government
-Technology
-Healthcare (Language Link is proud to be HIPAA compliant)
-Tourism & Hospitality
-Manufacturing
-General business

Visit booth # 421 and learn how to create a world class multilingual experience for your customers.

MCI

Booth Number: 614
Website: https://www.onbrand24.com/
Product Categories: Agent Desktop Software, Outsourcing, Social Media / Chat / Mobile Support

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

Noble Systems

Booth Number: 808
Website: https://www.noblesystems.com/
Twitter: https://www.twitter.com/NobleSystems
LinkedIn: https://www.linkedin.com/company/noble-systems
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Employee Benefits, Incentives/Gamification

Noble Systems is a global leader in customer communications, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Every day, tens of thousands of agents worldwide use Noble platforms to manage millions of customer contacts. Noble offers inbound/outbound omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise and cloud platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, speech analytics, process automation, workforce management, and gamification. With a portfolio of 200 patents and growing, Noble leads the way in pioneering solutions for the contact center market.

No Jitter

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

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

Pipkins

Booth Number: 317
Website: http://www.pipkins.com/
Twitter: https://www.twitter.com/pipkinswfm
LinkedIn: https://www.linkedin.com/company/130918
Product Categories: Call Mgmt: ACD, IVR, PBX, CallBack Software, Cloud Solutions, Workforce Optimization/Performance Mgmt

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

SecureLogix

Booth Number: 306
Website: https://securelogix.com/
Product Categories: Cloud Solutions, Artificial Intelligence, Customer Experience

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

SpeechIQ

Booth Number: 302
Website: https://www.speechiq.com/
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Speech & Language Services

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

Strata

Booth Number: 323
Website: https://www.strataprof.com/

SWPP

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

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

TASKE Technology

Booth Number: 821
Website: http://www.taske.com/
Product Categories: Agent Desktop Software, Analytics Software/Customer Analytics, Workforce Optimization/Performance Mgmt

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

Telelanguage, Inc

Booth Number: 318
Website: https://telelanguage.com/

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

UJET

Booth Number: 307
Website: https://ujet.co/
Product Categories: Cloud Solutions, Multichannel/Omnichannel Suites, Customer Experience

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

Unymira

Booth Number: 717
Website: http://www.unymira.com/en/
Twitter: https://twitter.com/unymira_us
LinkedIn: https://www.linkedin.com/company/unymira-united-states
Product Categories: Multichannel/Omnichannel Suites, Self-Service Tools, Knowledge Management

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

World Connection

Booth Number: 404
Website: http://www.wconnection.net/
LinkedIn: https://www.linkedin.com/company/world-connection-guatemala
Product Categories: Outsourcing, Social Media / Chat / Mobile Support, Speech & Language Services

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

What our Attendees Are Saying

Attendee Testimonials

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


Lindsay Zarr
Customer Solutions Manager , North American Bancard

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


Rob Ryan
VP Member Services , Life Lock

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


Susan Litt
Customer Service Manager , Green Shield Canada

"One of the best conferences I have attended."


Jennifer High
VP Contact Center , Transamerica

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


Candace Estanique
Coordinator , Straub Clinic & Hospital

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


Kelli Detty
Contact Center Supervisor , LES

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


Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

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


Sherri Bramwell
Quality Manager , OptumRx

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


Sharon Cole
Sr. Analyst , Verizon

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


Steve Wilson
Customer Service Supervisor , Grant & Weber

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


Dawn Mangelsen
, DealerTrack Technologies

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


Jenny Dempsey
, Phone.com

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


Ruth Hansen
Contact Center Director , TwinStar Credit Union

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


Marc Hassen
Claims Services Director , Auto Club Group

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


Kevin Walker
Customer Care Section Manager , Volkswagen Credit

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


Jessica Zupfer
Phone Bank Manager , Bremer Financial

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


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

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


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

"The keynote presentations were awesome!"


Suzan Gallion
Vice President , RBFCU

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


Liz Hansen
IT Technologist , Medtronic

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


Coreen Gaffney
Director, Customer Care Team , The Hanover Group

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


Jason Kean
Manager, Service Assurance , AutoTrader.com

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


Christine Paeplow
Client Services Manager , Harland Clarke

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


Mariana Kenny
Quality Assurance Analyst , Entrust Energy

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


Jennifer Stowell
Sales Support Supervisor , REI

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


Kim Singh
Operations Manager , E-Comm 911

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