Industry Solution Providers
Explore the latest industry solutions and learn about products and services to improve contact center operations. Whether you're trying to stay at the forefront of the industry with the latest technology or if you simply have a need for a particular improvement, the exhibitors here welcome exploratory conversations.
EXPO HALL HOURS:
Monday, 4:30PM-6:30PM, Expo Hall Bash
Tuesday, 9:30AM-1:00PM and 5:00PM-7:00PM
Booth Number: 525
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.
Booth Number: 611
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
Booth Number: 511
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.
Booth Number: 517
8x8, Inc. (NYSE:EGHT) cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations.
Bold360 by LogMeIn
Booth Number: 524
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.
Booth Number: 616
Edify Labs, Inc. is a global, highly configurable communications platform with the goal of strengthening connections with customers and across teams. Co-founded by Cameron Weeks and Bracken fields, Edify is the newest innovator in cloud-based customer experience solutions. Edify combines the core functionality of Communications Platform as a Service (CPaaS), Contact Center as a Service (CCaaS), Unified Communications as a Service (UCaaS)/Private Branch Exchange phone system (PBX) platforms with customer success tools. Edify is the first platform to offer Business Communications as a Service (BCaaS) in one dashboard with one vendor.
Booth Number: 623
MaestroQA is omnichannel quality assurance software for customer support teams. Managers systematically review customer conversations against a scorecard, and identify training opportunities on the agent and team level to improve CX and CSAT.
It’s good for companies with:
•A QA lead or dedicated trainer
•Remote reps or distributed teams
•Some sort of feedback/quality assurance program
Booth Number: 520
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.
Booth Number: 530
Product Categories: Outsourcing, Training, on-site or virtual, Customer Experience
Sitel Group’s 75,000 people across the globe connect many of the world’s best-known brands with their customers - 3.5 million times daily. As a global customer experience (CX) management leader, we apply 30+ years of experience and the entrepreneurial spirit of our group’s founders to deliver omnichannel solutions to 400+ clients – from Fortune 500 companies to local startups.
Our group’s breadth of capabilities – powered by our ecosystem of experts including Innso, Learning Tribes, Sitel, Sitel Insights and TSC – go beyond business process outsourcing (BPO) to support every stage of the customer journey. We are redefining the contact center by pairing innovative solutions with the human touch, emotion and empathy of our people.
As a CX platform, we deliver tailored solutions to fit our clients’ needs through our customer-centric approach adding value at every touchpoint - regardless of location, channel or time of day.
Booth Number: 617
Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.
Booth Number: 627
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.
Booth Number: 531
As the market leader in Automated Customer Experience (ACX), Ada personalizes engagement across the customer journey by putting the power of AI in the hands of the people who know your business best. Ada makes it simple for non-technical teams to build an automated, enterprise-class chatbot platform that saves time, reduces costs, and improves engagement.
Ada does much more than respond to frequently asked questions – it encourages users to take action in a meaningful way, thereby solving more than 70% of customer inquiries and freeing live agents to respond to only the most mission critical interactions.
Headquartered in Toronto, Ada enables clients around the world, like TELUS, UpWork, and Air Asia, to provide their customers with 24/7 personalized support in more than 100 languages.
Booth Number: 721
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.
Booth Number: 719
Product Categories: Contact Center Resources, Outsourcing, Social Media / Chat / Mobile Support
Higher sales. Loyal customers. Data driven decisions. Better strategic alignment. You count on these things to help your business grow and prosper.
Your business may just be getting off the ground. Or you may be ready to build upon years of success. Customer Support Solutions by Canon are designed to meet your specific needs. Our customer service, sales, and product support experts are ready to tackle your greatest challenge. We use the latest call center technology to design solutions that help you drive greater results from the entire customer life cycle. From making the initial sale to technical support and customer service, our team of highly trained support professionals are driven to allow you to focus on what's most important so you achieve more.
Booth Number: 509
Since 1994, DB Communications has been successfully meeting the telecommunication needs of companies nationwide.
DB Communications Inc. is an after-market supplier that provides quality telecommunications products and systems at low market pricing and expedited service and delivery.
DB Communication offers extensive inventory of Avaya, Cisco, Polycom, Yealink, NEC, Grandstream and Siemens products, as well as a complete line of Plantronics, GN Netcom, and Sennheiser Headsets. DB Communications also repairs and refurbishes desktop products as an alternative to replacing the equipment, which is a cost saving measure for our customers. In addition, we purchase trade-in, out of service, surplus, and off-lease equipment.
Booth Number: 715
As the leading provider of cloud-based call-back solutions, Fonolo eliminates hold time and improves the way call centers interact with their customers on the web, mobile or by phone.
Fonolo's In-Call Rescue solution gives your customers the option to "Press 1 to get a call-back from the next agent," while Web Rescue and Mobile Rescue power your website and mobile app with click-to-call-back capabilities.
Fonolo's cloud-based technology works with any call center infrastructure and has minimal impact on your existing processes. An optional on-premise appliance can also be added to comply with strict security requirements.
For more information, visit fonolo.com or contact us at email@example.com.
Booth Number: 514
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.
HDI is the leading events and services organization empowering the technical support and service management industry and its people. We started the IT service and support industry over 30 years ago, and are the standard for performance improvement at both the organizational and professional levels.
We are also wholly committed to the advancement of this community. Whether it be through community membership, best practice resources and content, career networking tools, vendor references, local chapter membership or hosting in person events and meet ups, HDI is the industry’s leading connector and collaborator. That is why thousands of organizations and professionals have leaned on HDI over the years to connect them to the answers that advance their careers, grow their network and improve their customer satisfaction and employee engagement.
Booth Number: 506
Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.
Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $113.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.
Booth Number: 421
Lessonly is powerfully simple training software that helps teams learn, practice, and do better work. We are used by over 2 million learners at more than 550 leading companies including Trunk Club, Ibotta, U.S. Cellular, and Zendesk to share knowledge, develop skills, and reinforce best practices. The result is faster onboarding, higher NPS scores, more closed deals, and a superior customer experience.
Booth Number: 512
MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, inorganically acquires and operates companies that have a synergistic products and services portfolios, including but not limited to business process outsourcing (BPO), business process management (BPM), application software, and technology services.
Booth Number: 709
Noble Systems Corporation is a global leader in customer communications, providing innovative solutions for Contact Center, Workforce Engagement, and Analytics technologies. Tens of thousands of agents worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes. Our premise and cloud platforms include ACD, predictive dialing, blended processing, recording and monitoring, IVR, messaging, speech analytics, workforce management, and gamification. With a portfolio of 170 patents and growing, Noble leads the way in pioneering solutions for the contact center market.
Booth Number: 724
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!
Booth Number: 722
Product Categories: Analytics Software/Customer Analytics, Quality Monitoring & Coaching, Workforce Optimization/Performance Mgmt
OrecX would like to help organize the world's spoken information (unstructured data). To do this, we have built and are constantly innovating the world's only open-source based call recording system which can easily integrate with any third-party system, including CRM, speech analytics, business intelligence, workforce optimization and biometrics solutions.
Installed in just 30 minutes, Oreka call recorder works with every phone system on the planet and offers value in a number of ways:
•Call Recording - businesses & contact centers record, store and replay calls for quality assurance, dispute resolution, order verification and agent training purposes
•Capabilities Insertion - premise & cloud solution providers take pieces of our recording platform and integrate it to strengthen their own capabilities
•Analytics Engine - software vendors use our raw analytics engine to power their own analytics solutions
•Data Ingestion - cloud providers record data, OrecX processes it, & the customer manages it using the Oreka interface.
Booth Number: 510
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.
Booth Number: 425
If it takes new agents 60+ days to be proficient in your contact center, ScreenSteps will cut that number in half.
Or, in some cases, by as much as 75%.
Teams that use ScreenSteps during classroom-training experience three things:
1) Better engagement during training
2) More confidence after training
3) Decreased time to proficiency (by as many as 40 days)
As one of our BPO customers put it, "15 agents recently completed training using ScreenSteps and their performance is the BEST that this call center has seen from any new-hire training class in the last year."
You can also create self-paced courses that track completion and engagement. Perfect for those situations where you need agents to know about new product features, workflows, or marketing campaigns but you don't want to take everyone away from their desk to teach them about it.
Booth Number: 717
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.
Booth Number: 605
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.
Booth Number: 423
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.
Booth Number: 726
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.
Booth Number: 608
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.
Booth Number: 431
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.