Exhibitors
360 Scheduling
Strelley Hall, Nottingham, NG8 6PE, United Kingdom
+44 115 9061 263, info@360scheduling.com
www.360scheduling.com
360 Scheduling is the world’s leading supplier of workforce optimization technology. 360 Dynamic Scheduling Engine delivers enterprise-class, true real-time optimization as a suite of Web Services in a full Service Oriented Architecture and has been adopted by many vendors of Mobility and Service Management applications as the industry’s benchmark scheduling engine. In addition to real-time route planning and optimization, 360 Dynamic Scheduling Engine offers predictive deployment capabilities, demand forecasting, performance analysis as well as resource optimization and profiling.
Astea International
240 Gibraltar Road, Suite 300, Horsham, PA 19044
(800) 878-4657, info@astea.com
Astea International (NASDAQ: ATEA) is a global provider of service lifecycle management solutions that address the unique needs of companies who manage capital equipment, mission critical assets and human capital. With the acquisition of FieldCentrix, Astea complements its existing portfolio with the industry’s leading mobile field service execution solutions. Since its inception in 1979, Astea has been helping more than 400 companies, around the world, drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a seamless, consistent and highly personalized experience at every customer relationship touch point. For more information, visit www.astea.com.
Bomgar
578 Highland Colony Parkway
Suite 300, Ridgeland, MS, 39211
601.519.0123, info@bomgar.com
www.bomgar.com
Bomgar delivers the only appliance-based software that allows support professionals to connect, on demand, to staff and clients via the internet and take control of the desktop for computer- related inquiries and problems. Bomgar does not require end user pre-installation or configuration and can connect to any PC or Mac anywhere in the world. Bomgar solutions are designed to support today’s increasingly mobile workforce while meeting the challenges of industry compliance and regulations.
Citrix Online
a division of Citrix Systems, Inc., 5385 Hollister Avenue, Santa Barbara, CA 93111
Voice: 800.549.8541 Fax: 805.690.6471, info@citrixonline.com
Citrix Online is featuring a newly launched version of Citrix GoToAssist, the industry-leading remote-support solution that enables shared screen, mouse and keyboard control without installing software on the users' computers. Citrix GoToAssist allows contact centers and outsourcers, consulting and IT professionals to instantly deliver support and services over the web - anytime, anywhere - while increasing profitability. GoToAssist offers unprecedented access, value, security and capability with more than 12,000,000 remote sessions hosted annually for more than 6,500 corporate customers worldwide.
Learn more about the latest version of GoToAssist by stopping by our booth or visit: www.gotoassist.com
Clarabridge
11400 Commerce Park Drive, suite 500, reston, virginia 20191
703.663.2500, www.clarabridge.com
Clarabridge’s text mining software transforms text into actionable insight to improve market research, customer care, product development, quality assurance and risk management. Clarabridge’s award-winning software links the worlds of text mining, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data to make better business decisions.
ClickSoftware
35 Corporate Drive, Suite 140, Burlington, MA 01803
(888) 438-3308
www.clicksoftware.com
ClickSoftware is the leading provider of mobile workforce management and service optimization solutions that create business value for service operations through higher levels of productivity, customer satisfaction and cost effectiveness. From proactive customer demand forecasting and capacity planning to real-time decision-making, ClickSoftware helps service organizations get the most out of their resources. With over 100 customers across a variety of industries and geographies, and strong partnerships with leading platform and system integration partners – ClickSoftware is uniquely positioned to deliver superb business performance to any organization.
CustomerSat
500 Ellis Street, Mountain View, CA
Tel USA: 650.237.3300, Tel Europe: 44 1483 850398 www.CustomerSat.com
CustomerSat, Inc. (www.CustomerSat.com) is the leading provider of real-time systems that measure (survey), analyze and report on customer satisfaction and loyalty, and that drive and coordinate enterprise-wide action based on that feedback. Global 2000 corporations in financial services, technology, health care and telecom use hosted CustomerSat solutions to save at-risk customers, build recurring revenues and profits and drive company-wide rewards and recognition. Fast-growing and long-profitable CustomerSat has won numerous awards for both its technology and professional services.
eVergance
6900 College Blvd., Suite 470, Overland Park, KS 66211
.913.825.1000, info@eVergance.com
eVergance is a management consulting and systems integration firm offering end-to-end consulting services for CRM optimization, knowledge management, and Web self-service. Offering proven strategy, process transformation, implementation, and managed services, eVergance offers a practical, balanced approach that delivers exceptional results. Founded in 2002, eVergance partners with several of the industry's top software and technology providers and has helped nearly 100 clients enhance their customer experience and deliver organizational value. Please visit eVergance at www.eVergance.com.
Impact Learning Systems
1331 Archer Street, San Luis Obispo, CA 93401
Voice: 800.545.9003, Fax: 805.545.9075, kfriedmann@impactlearning.com, www.impactlearning.com
Impact Learning Systems provides customer service and sales training for help desk and field service representatives. Our help desk and field service programs are the approved training courses for SSPA’s CSP-I, CSP-II, and CSP-S certifications. All of our programs are designed to teach usable skills while building team enthusiasm and a positive work environment. Our goal is to help your employees measurably improve their customer contact skills so that your business prospers and your employees feel good about their contribution.
InQuira Inc.
851 Traeger Avenue, Suite 125, San Bruno, CA 94066
650.246.5000, sales@InQuira.com, www.InQuira.com
InQuira improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira’s solutions leverage InQuira’s patented intelligent search technology to understand a customer's intent in real-time, and dynamically create a personalized support experience that incorporates the right information, data, and application links to accelerate time to resolution for every customer service interaction. InQuira’s blue-chip customers include AT&T, Bank of America, DaimlerChrysler, BEA Systems, Mentor Graphics, Fidelity Investments, Honda, and E*Trade.
KANA
181 Constitution Drive, Menlo Park, CA 94025
800.737.8738, www.kana.com
KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information visit www.kana.com.
10201 Torre Avenue, Suite 350, Cupertino, CA 95014,
800.572.5748, info@knova.com, www.KNOVA.com
KNOVA provides Intelligent Customer Experience solutions that maximize the value of every interaction throughout the customer lifecycle. The KNOVA 7 suite of self-service, contact center, and peer support applications automates the most critical part of customer service – actually resolving the case, not just tracking it. KNOVA’s Interactive Marketing solutions deliver a trusted, personalized, and optimized customer experience. The result: reduced service costs while improving customer satisfaction, and increased revenues from a more loyal customer base.
KEPNER-TREGOE (KT)
PO Box 704, Princeton, NJ 08542
609.921.2806, 800.537.6378, info@kepner-tregoe.com.
Offices located throughout the world.
Kepner-Tregoe (www.kepner-tregoe.com) helps organizations achieve service excellence by acting strategically, troubleshooting quickly and effectively, and achieving sustainable results against key performance indicators. Service and support organizations worldwide use KT Resolve(SM)--our ITIL-recognized program of troubleshooting training, business process integration, and performance improvement--to transform their service and support functions. The systematic, approach of KT’s renowned processes helps people and organizations excel in the uncharted waters of new technologies, products, markets and ideas. Learn more at www.kepner-tregoe.com/resolve.
Lithium
5980 Horton Street, Suite 370, Emeryville, CA 94608
Phone: 510.653.6800, www.lithium.com
Lithium Technologies provides market-leading solutions for building successful enterprise communities on-demand. Lithium's proven forums and chats are backed by community management expertise that enables clients to decrease customer care costs while improving the overall customer experience. Through self-service and peer-support, customers get answers and contribute content that keeps the community current, while diverting up to 25% of inquiries. Deploying communities has proven to free-up valuable support resources and improve efficiency in customer service operations everywhere.
Onyx Software
12131 113th Ave. NE, Suite 101, Kirkland, WA 98034
Voice: 1.425.250.5800 1.888.ASK.ONYX, Fax: 425.823.3075, info@onyx.com
Onyx Software, a Consona CRM solution, provides customer relationship management solutions for the enterprise. Onyx enables marketing, service and support organizations to capture, share and automate customer data and processes across the enterprise, quickly and cost-effectively. With its integrated suite of customer data management, process management and business intelligence products, Onyx helps businesses reduce costs, increase productivity, grow revenue and ensure compliance, while providing them with a competitive advantage. Onyx solutions are utilized by organizations world-wide including recognized industry leaders Wells Fargo, AIG, the Seattle Mariners and Konica Minolta.
OpenAir, Inc.
211 Congress Street, 8th Floor, Boston, MA 02110
1-888-367-1715, www.openair.com, email sales@openair.com
OpenAir professional services automation (PSA) solution streamlines the services organization’s entire business cycle, from developing new business, to staffing and managing projects, through financial analysis and billing, making your enterprise more efficient and effective. Our PSA solution offers modules for project and resource management, time and expense tracking, project accounting, knowledge management, reporting and billing, and requires nothing more than a browser and supports a variety of mobile devices.
PureShare
29 Kings Landing, Ottawa, Ontario, Canada
613.236.1644, info@pureshare.com
PureShare is a metrics management software vendor that develops proactive, web-based corporate performance monitoring and enterprise reporting applications. PureShare applications deliver answers to executives and managers – answers about how the business is performing and about what action needs to be taken to keep the business on track.
PureShare products include ActiveMetrics™, our answer-delivery platform, a web-based corporate performance management application; and PureShare ReportRouter™, single, web-based framework that enables users to create, generate, customize and distribute reports using any reporting technology.
Our customers include Global 1000, Fortune 500, and mid-size organizations in risk, insurance, ITSM, support, retail and other industry sectors. www.pureshare.com
QuickArrow
11675 Jollyville Road, Ste #200, Austin, TX 78759
Tel: 800-870-8436, www.QuickArrow.com
QuickArrow is the leading provider of automation and management software for professional services organizations. QuickArrow offers the first and only PSA solution specifically designed to streamline operations and provide visibility into all key operational metrics for Billable Services Organizations. QuickArrow is a founding member of TPSA, and has worked closely with Thomas Lah for more than two years. TPSA members who are also QuickArrow clients include Borland, salesforce.com, Genesys Telecommunications Lab, Mercury, GlassHouse Technologies, and Software AG
RightNow Technologies, Inc.
40 Enterprise Blvd., P.O. Box 9300, Bozeman, MT 59718-9300, United States
1.406.522.4200
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com
SERVICE 800
2190 West Wayzata Blvd., Minneapolis, MN 55356-0800
Tel: 800.475.3747, www.service800.com
SERVICE 800’s low-cost follow-ups within hours of your service contact impress customers and produce accurate measurements of technicians, processes, and 3rd parties. Low-cost measurements include HOT sheets of urgent situations and full performance analysis. SERVICE 800 completes follow-ups on time every time, putting real time customer feedback in manager’s hands when it counts. Ask us about follow-up calls, web surveys, and monthly service level benchmarks. Interviewing in more than 30 languages around the world with offices in Minneapolis and London.
Service Research & Innovation Initiative
Jointly founded in 2006 by IBM Research, Oracle, the Technology Professional Services Association (TPSA), and the Service & Support Professionals Association (SSPA), the SRI Initiative is a consortium of technology companies, government agencies and leading universities dedicated to fostering advancements in service research. The organization will accomplish this by raising awareness of this issue through conferences, symposia and the SRINet.com Web site – the informational hub for the effort. Members include HP, Cisco, Microsoft, Arizona State University, University of Maryland, Wharton School of Business and the European Commission and the Fraunhofer Institute. The SRI Initiative is headquartered in the Silicon Valley. Organizations who are interested in participating in and getting involved with the SRI Initiative should visit the Web site for more information - www.thesri.org.
Syntellect
16610 N Black Canyon Hwy, Suite 100, Phoenix, AZ 85053
Auto Attendant 800.788.9733, say "Info”
info@syntellect.com, www.syntellect.com
Syntellect Customer Interaction Management (CIM) solutions match your customer's needs for anytime, anywhere access with the enterprise's needs to deliver an optimized customer experience. Syntellect delivers custom self-service speech and contact center solutions utilizing our products, services, and applications along with years of vertical experience that resolve your business needs.
Talisma Corporation
411 108th Avenue N.E., Suite #900,
Bellevue,
WA 98004
sales@talisma.com, www.talisma.com
Talisma Corporation is the leading provider of Customer Interaction Management (CIM) solutions that empower businesses to deliver an exceptional customer experience. Talisma’s proven products help customer service and support organizations to proactively and reactively engage in a continuous customer dialogue by integrating Web self-service, email response, live chat, VoIP, phone, and campaign management with comprehensive analytics and a system-wide knowledge base. Talisma has more than 800 customers globally with offices located across Asia-Pacific, Europe, and North America.
Verint® Witness Actionable Solutions™
330 South Service Road
Melville, NY 11747
800-4-Verint, www.verint.com
Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience in contact centers, remote office, branch, and back-office operation
