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OUR SPONSORS
PLATINUM SPONSOR
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iQor
335 Madison Avenue, 27th Floor
New York, NY 10017
Phone: 646.316.2575
www.iqor.com
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Headquartered in New York City, iQor is a global provider of intelligent customer interaction and outsourcing solutions with 14,000 employees in 31 Centers of Excellence dedicated to understanding each customer’s DNA. Using data science and real-time analytics intelligence, iQor delivers extraordinary customer experiences that enhance revenue while promoting and protecting its clients’ brands. iQor specializes in providing data-driven, technology-empowered customer support and processing services in the consumer and commercial markets. For more information, please visit www.iqor.com.
CCA Queue Talk:
With: Mason Argiropoulos, Chief Talent and Analytics Officer, iQor.
Do you have a Data Scientist in your contact center? Listen as Rich interviews Mason Argiropoulos, Chief Talent & Analytics Officer at iQor. Mason discusses the value of data to provide customer insights that drive better performance, improve the customer experience, and the bottom line. He shares the ways in which organizations can capture data, analyze, and evaluate the best course of action to retaining customers, improving services, and delivering better experiences. Learn more about how iQor has helped their customers uncover customer insights to generate value... Listen now!
CCA Radio Live - Customer Service Week:
With: Norm Merritt, President & CEO - iQor
Join Rich as he interviews Norm Merritt, President & CEO of iQor, one of the fastest growing technology and services organizations in the world. Norm discusses the importance of hiring the right agents, technology trends, and big data. He shares how the ability to gather and analyze data is a critical factor in helping clients make critical business decisions. iQor specializes in handling customers to provide the best customer experience so clients can focus on delivering their core business deliverables. This interview is full of excellent insights from a leader in the industry. Check it out now...
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GOLD SPONSORS
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Computer Generated Solutions
200 Vesey Street, 27th Floor
New York, NY 10281
Phone: 212.408.3800
www.cgsinc.com
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Contact Center Solutions – Beyond the KPIs
With 28 years of experience delivering expert B2B and B2C solutions, CGS knows how to align with corporate objectives to help our clients improve strategic positioning and brand image, increase productivity and customer satisfaction, and reduce costs. Rather than a one-size-fits-all approach, CGS is built on a foundation of business solutions and offers a level of service and partnership that cannot be replicated by other call center providers. We align our partnership to become an extension of our client and their brand.
Our offshore and domestic operations support clients from small and medium-sized businesses, to global leaders across all industry segments including healthcare, telecommunications, financial services, technology and consumer electronics. Altogether, CGS agents respond to and resolve over 90 million technical and customer care support requests annually.
- Customer Care and Service
- Customer Acquisition, Retention, Expansion
- Technical Support - Hardware and Software
- Corporate Help Desk
- Analytics Solutions
- Back Office Processing Services
CCA Queue Talk:
With: Tom Christensen, President of Contact Center Solutions, CGS Inc.
Rich interviews Tom Christensen, President of Contact Center Solutions, CGS Inc. Tom talks about key differentiators to managing the customer experience for some of the largest and well-known Brands in the world. CGS is located in a number of uncommon regions around the world, and he explains why these areas have become part of their ability to grow into a successful contact center solution provider. CGS uses a formula to hire, retain, and incentivize their agents which is one of their keys to success in the contact center market. Tom shares some ideas about the importance of managing relationships of both the customers of clients and their clients. Listen now!
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Five9
4000 Executive Parkway
San Ramon, CA 94583
Phone: 925.201.2000
www.five9.com
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Five9 is the leading global provider of cloud-based contact center software for sales, marketing and support. The award-winning Five9 Virtual Contact Center and Predictive Dialer serve customers of all sizes on five continents. Customers profit from Five9’s reliable, robust functionality that provides the best technology, improves agent productivity, and delivers business flexibility.
CCA Queue Talk:
With: Dave van Everen, Vice President of Digital Marketing, Five9
Rich interviews Dave van Everen, Vice President of Digital Marketing at Five9 discusses the benefits of the cloud for the contact center. Dave discusses the flexibility and competitive edge cloud solutions provide the contact center leadership. Dave outlines the key differentiators of cloud and on premise solutions. He addresses security questions, and the strong legacy Five9 has in cloud computing. Listen to a pioneer in cloud computing now... Listen now!
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Genesys Telecommunications Laboratories
2001 Junipero Serra Boulevard
Daly City, CA 94014
Phone: 650.466.1100
www.genesyslab.com
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Genesys is the world’s leading provider of customer service and contact center software and services — with a 100% focus on customer experience. With more than 2,000 customers in 80 countries, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to drive today’s new customer conversation. Genesys software directs more than 100 million interactions every day from the contact center to the back office, helping companies deliver fast, simple service and a highly personalized cross-channel customer experience. Genesys software also optimizes processes and the performance of customer-facing employees across the enterprise. www.genesyslab.com
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inContact
7730 South Union Park Avenue, Suite 500
Midvale, UT 84047
Phone: 801.320.3200
www.inContact.com
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inContact helps contact centers
around the globe create profitable customer experiences through its powerful portfolio of cloud-based
contact center software solutions. The company’s services and solutions enable contact centers to operate
more efficiently, optimize the cost and quality of every customer interaction, create new pathways to
profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit
www.inContact.com.
CCA Queue Talk:
With: Mariann McDonagh, CMO of inContact
Rich interview Mariann McDonagh, CMO at inContact, about the cloud and its importance to contact centers needing to stay competitive. Mariann discusses some of the myths and realities about the cloud and the benefits organizations can expect from a cloud solution. Mariann provides great insights into the flexibility and cutting edge technology organizations can expect from the right partner. When you use the right partner you have essentially added a team of experts to help you handle the growing challenges facing contact centers today. Listen now!
BONUS INTERVIEW - CCA Radio Live Interview: What You Must Know About the Cloud
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TARGUSinfo, a Neustar Company
1861 International Drive, 6th Floor
Mclean, VA 22102
Phone: 703.272.6200
www.targusinfo.com
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TARGUSinfo, a Neustar company, delivers precise and actionable consumer insights the instant the phone rings. With access to our real-time analytics platform and unmatched accuracy and coverage of consumer data, including mobile, VoIP and nonpublic phone numbers, we enable leading brands to correctly identify more customers in the call queue by instantly matching callers to their customer records – even when the phone number isn’t in the customer database. This real-time insight also empowers call centers to triage incoming sales and customer care calls, fuel skills-based routing, optimize messaging and offers and prioritize high-value callers.
Whether for first time prospect calls or existing customers, inbound or outbound, the result is a greater return on marketing investment —measured by increased order values, higher conversion rates, improved IVR containment, shorter call times and reduced costs. For more information, please contact TARGUSinfo at 1.800.6.TARGUS (800.682.7487) or visit www.TARGUSinfo.com.
CCA Queue Talk:
With: Dorean Kass, Director of Consumer Facing Markets - TARGUSinfo
Rich Hand chats with Dorean Kass, Director of Consumer Facing Markets - TARGUSinfo, a Neustar Company. They discuss the challenges facing the contact center today, what moves the needle for centers, and how identifying our customers at the onset of the call is so important in providing a great customer experience. With so many customers utilizing multiple channels, and cutting the cord of traditional home phone lines, contact centers have a challenge identifying current customers and prospects. Learn how TARGUSinfo is helping centers identify the prospects and customers who are calling your center...
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SILVER SPONSORS
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Cincom Systems, Inc.
55 Merchant Street
Cincinnati, OH 45246
Phone: 513.612.2300
www.synchrony.cincom.com
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Cincom Synchrony guides smarter interactions that deliver optimal customer experiences and organizational outcomes. In the contact center and across other customer-facing channels, Synchrony leverages insights about each customer in the context of each interaction, using a combination of intelligent, adaptive guidance, expert recommendations, a customer-focused unified agent desktop, and automated, personalized documents and correspondence.
CCA Queue Talk:
With: Brian Flagg Senior Client Executive, Cincom Systems, Inc.
Listen in as Rich interviews Brian Flagg, a 35 year industry practitioner and current Senior Account Executive for Customer Experience Management Solutions at Cincom. Brian talks about improving the Quality process by infusing quality into the customer interaction rather than waiting until QA, often done days even weeks after the interaction. QA is done after the fact in too many contact centers and Brian explains why this is no longer acceptable. Brian is passionate about TQM and has a new book coming out that is a collection of Brian’s thought leadership on the subject. Listen now…
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FurstPerson
8430 W Bryn Mawr Avenue, Suite 250
Chicago, IL 60631
Phone: 888.626.3412
www.Furstperson.com
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FurstPerson has consistently pushed forward to develop new, innovative solutions for customer contact hiring. For example, in 2002, we introduced our home agent hiring solution well before the home agent model started to explode within the call center industry. We have also been early adopters and developers of call center simulations. Our launch of CC Audition® Talk & Note represents an industry first of incorporating speech recognition in a call center simulation.
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Zeacom, Inc.
18022 Cowan, Suite 110
Irvine, CA 92614
Phone: 949.264.3580
www.zeacom.com
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Since 1994, Zeacom has been developing award winning Contact Center, Unified Communications and Business Process Automation software solutions. With offices in the United States, United Kingdom, Australia and New Zealand, Zeacom serves over 4,000 customers in 30 countries across the globe. ZCC is ideal for organizations with up to 2,500 desktops and unified contact centers, with up to 800 agents.
In total, over 300,000 people use Zeacom Communications Center(ZCC) technology every day to bring their customers closer. Zeacom is a registered member of the Avaya DevConnect program, Microsoft Gold Certified Partner, NEC Platinum Partner, Cisco Premier Partner and fully integrates seamlessly with Microsoft Lync.
CCA Queue Talk:
With: Ernie Wallerstein, President of Zeacom
Rich interviews the President of Zeacom, Ernie Wallerstein and discusses his upcoming presentation “Maximizing the Multimedia Customer Experience through the Contact Center.” Learn how to enable agents to be more productive “multimedia agents.” Ernie shares his insights into the changing landscape of the contact center and how managers can better prepare for the future challenges of the multimedia contact center.
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