Technology Services Expo

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.

 

Compuware Corporation
One Campus Martius, Detroit, Michigan 48226
313.227.7300, www.compuware.com

Compuware Corporation maximizes the value IT brings to the business by helping CIOs more effectively manage the business of IT. Compuware solutions accelerate the development, improve the quality and enhance the performance of critical business systems while enabling CIOs to align and govern the entire IT portfolio, increasing efficiency, cost control and employee productivity throughout the IT organization. Founded in 1973, Compuware serves the world’s leading IT organizations, including more than 90 percent of the Fortune 100 companies. Learn more about Compuware at www.compuware.com.

 

Confirmit, Inc.
424 W 33rd Street, Suite 410, New York, NY 10001
Main: 212 660 1800, Fax: 212 268 0354, www.confirmit.com

Confirmit is the world's leading provider of software for Market Research and Enterprise Feedback Management with the industry's largest and most experienced R&D staff.

The Confirmit offering includes a wide range of software products for feedback / data collection, panel management, data processing, analysis, and reporting. Customers include British Airways, Countrywide Financial, Dow Chemical, Experian, GlaxoSmithKline, Halifax Bank of Scotland, Hewlett Packard, Intrawest, Ipsos, Nielsen, The NPD Group, Safeco Insurance, Statoil, Symantec and Virgin Media. Visit us at www.confirmit.com.

 

CustomerSat
500 Ellis Street, Mountain View, CA
Tel USA: 650.237.3300, Tel Europe: 44 1483 850398 www.CustomerSat.com

CustomerSat, Inc. 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 delivers proven strategy consulting, systems integration and managed services to enable the world’s best customer experiences. With deep expertise in multi-channel support, Web self-service and knowledge management, and recognized leadership in Web 2.0 and Enterprise Feedback Management, eVergance offers a practical, balanced approach that delivers exceptional results. Founded in 2002, eVergance is an independent subsidiary of KANA Software and partners with several of the industry's top collaboration, enterprise search and hosting providers. For more information please visit eVergance at www.eVergance.com.

 

FixYa
1710 S Amphlett Boulevard, Suite 110, San Mateo, CA 94402
(650) 212 3300, info@fixya.com

FixYa is the web’s most popular place for free product support and advice. Currently attracting more than 6 million unique customers per month, FixYa’s community of product experts provide for quick answers to any question about any product. Launched over a year ago, we enjoy a rapidly growing flow of organic traffic and emerging revenues from selling premium expert services, targeted ads, and lead generation for repairs and upgrades. Fixya is headquartered in San Mateo, CA. For more information, please visit us at www.fixya.com.

 

Great Brook
978-779-6312, www.greatbrook.com

Great Brook helps service organizations capture and apply customer feedback to increase effectiveness. We deliver workshops teaching survey practices, perform survey audits and conduct survey projects.

 

IBM Corporation
Route 100
Somers, NY 10589
ibm.com/software/data/enterprise-search/omnifind-analytics/

For close to a century, IBM has transformed how people communicate and collaborate using technology. IBM, a proven leader in delivering on demand information technology and services, has extensive experience in designing and implementing end-to-end solutions to solve real business problems — around the world and across many industries. The OmniFind™ portfolio from IBM offers solutions for leveraging the value of all your enterprise information assets. IBM OmniFind Analytics Edition utilizes sophisticated linguistic understanding and trend analysis to let you to search, mine and analyze the combined information from unstructured content and structured data, regardless of source or format, enabling unprecedented insights into customer issues, satisfaction and retention. Gartner named IBM a Leader in its Magic Quadrant for Information Technology Access.

 

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.

 

IntelliResponse Systems Inc.
20 Toronto Street, Suite 900, Toronto, ON  M5C 2B8
866.273.1195, marketing@intelliresponse.com

IntelliResponse is an award-winning technology helping organizations manage and answer high volume online questions from its website visitors. Unlike traditional website search tools, IntelliResponse delivers One Right Answer to each question. The visitor experience is greatly enhanced, messaging is targeted and consistent, and every interaction is captured. IntelliResponse has answered nearly 30 million inquiries with One Right Answer, reduced call and email volumes by up to 90%, and optimized the productivity of call center support staff.

 

ISODX
8999 Gemini Parkway, Columbus, OH 43240
800.288.3475, 614.431.8000, info@cranel.com, www.cranel.com/isodx

ISOdx is a revolutionary change diagnostic and reporting solution. Because 90 percent of information technology issues are the result of a change, the IT world has long been hindered with the laborious time and effort required in “finding the change” to fix the problem. With ISOdx, changes in the IT environment are rapidly detected – down to the character level – in a matter of seconds. Although new to market, the patent-pending solution is proven technology already bringing instant success in managing IT knowledge, change and risk around the clock to a number of prominent customers in various industries.

 

Jive Software
317 SW Alder, Suite 500, Portland, OR 97204
503.295.3700, www.jivesoftware.com

 
Jive Software believes work is broken and that people-driven software can fix it. Jive delivers social productivity software that brings together employees, partners and customers in a unified collaboration system, allowing them to create better products, faster processes and improved relationships. Its flagship products, Clearspace and Clearspace Community, are used by over 2,000 customers worldwide, including over 15% of the Fortune 500. Jive was founded in 2001 and is headquartered in Portland, Oregon. For more information, visit Jive Software online at http://www.jivesoftware.com.

 

Kaidara Software
330 Distel Circle, Ste. 150, Los Altos, CA 94022
650.417.2350 - info@kaidara.com

Kaidara provides software solutions that enable firms to effectively harness the experience and know-how within an organization to reduce the cost of delivering superior customer service. Correct answers to complex questions on the first request: eliminate problem escalation, repeat calls, incorrect repairs, and other symptoms of inadequate response to customer needs. Kaidara’s customers include: Alcatel/Lucent, Beckman Coulter, Cisco Systems, DaimlerChrysler, NEC Computers, Freightliner, GE Healthcare Systems, Hyundai, National Semiconductor, Pearson Education, Toro and many other companies. www.kaidara.com

 

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.

 

KNOVA Software, Inc.
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.

 

Lithium
6121 Hollis Street, Suite 4, 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.

 

LogMeIn
500 Unicorn Park Drive, Woburn, MA 01810
888.246.6101, Sales@LogMeIn.com, www.LogMeIn.com

LogMeIn Rescue is a secure, web-based remote support solution that provides temporary remote control of any PC in 30 seconds or less, without pre-installing software. Its powerful feature set is complemented by extraordinary ease-of-use for both helpdesk technicians and the customers they support, increasing the efficiency of IT service and support organizations. Innovative technology offers superior remote control at cost-effective rates for a fast ROI.

 

Microsoft Corporation
One Microsoft Way, Redmond, WA 98052-7329
(425) 882-8080, http://www.microsoft.com

The Microsoft® Automated Service Agent (ASA) system represents the next generation of online customer service and internal support, combining the quality and intimacy of attended support with the low cost of self-service. A virtual support representative that lives online, ASA provides a means for customers to immediately interact in a chat-type session, asking questions in their own words and getting direct answers, instead of pages of search results. Available around the clock, ASA can serve a virtually infinite number of customers at once and respond immediately and accurately. Automated Service Agent adds value at every level, not only by significantly enhancing the customer experience, but also by acting as a valuable tool in training, information dissemination, and cross-selling applications enterprise-wide. Founded in 1975, Microsoft (Nasdaq "MSFT") is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

 

NextNine
1001 Avenue of the Americas, Suite 1100, New York, NY 10018, USA
1-866-NextNine, info@nextnine.com

NextNine introduces the Virtual Support Engineer™, the leading solution for service and support of mission-critical systems. The Virtual Support Engineer™ enables the shift to proactive, automated support, allowing technology vendors to improve system availability, deliver unparalleled service levels and increase customer satisfaction while reducing support costs and defending their bottom line. NextNine’s Virtual Support Engineer™ has been deployed by leading vendors such as Motorola, Comverse, IDX (a GE Healthcare company), airwide solutions, and Logica CMG. Visit us at www.nextnine.com. For more information contact: info@nextnine.com.

 

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.

 

Parature, Inc.
8000 Towers Crescent Drive, Suite 800, Vienna, VA 22182
1-877-GO-PARATURE. www.parature.com

Parature, the market leader in on-demand customer support software solutions, enables organizations to improve their internal and external support systems while reducing costs. The company's flagship product is an easy-to-use, comprehensive and affordable customer service solution for associations, businesses, educational institutions, and government agencies. Parature enables organizations to manage all of their support needs through a fully integrated multi-channel solution.

 

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

 

S3 Solutions
36 Andrew Drive, Suite #139, Tiburon, CA 94920
www.s3solutionsinc.com

S3 Solutions builds powerful partnerships between Services, Support, Sales, and your Clients. Your people learn how to become true “trusted advisors” in all internal/external relationships.

 

Salesforce.com, inc.
The Landmark @ One Market, Suite 300, San Francisco, CA, 94105, USA
415-901-7000, Fax: 415-901-7040, www.salesforce.com

Salesforce.com is the market and technology leader in Software-as-a-Service (SaaS) and Platform-as-a-Service (PaaS). The company's portfolio of SaaS applications, including its award-winning CRM, available at http://www.salesforce.com/products/, has revolutionized the ways that customers manage and share business information over the Internet. The company’s Force.com PaaS enables customers, developers and partners to build powerful on-demand applications that deliver the benefits of multi-tenancy across the enterprise.

Salesforce.com manages customer information for approximately 41,000 customers including ABN AMRO, Dow Jones Newswires, Japan Post, Kaiser Permanente, KONE, Sprint Nextel, and SunTrust Banks. For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.

 

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.

 

ServicesRevenue
Center for Services Marketing, Inc. 300 Hess Avenue, Building II, Golden, CO 80401
Tel 720-746-1900, Fax 720-746-0599, www.growsr.com

Measure. Don't Guess.™
ServicesRevenue™ is the leading source of tools and knowledge for growing service revenues.  Profit-minded managers use our tools to accelerate time to revenue. 

 

Socialtext
655 High Street Palo Alto, CA 94301
Tel: 650-323-0800, www.socialtext.com

As the first wiki company, Socialtext leads the industry in applying next-generation Web 2.0 technologies to the critical challenges facing businesses. Web 2.0 holds the promise of dramatically increasing business productivity, stimulating greater innovation, and creating tighter connections between employees, and with partners, suppliers and customers. With the most flexible deployment options in the industry - including appliances, hosted services, software and open-source – Socialtext wiki-centric social software solutions are designed for any organization that wants to accelerate team communications, better enable knowledge sharing, foster collaboration, and build online communities. Over 4,000 organizations use Socialtext: Epitaph Records, Humana, IKEA, Intel – www.socialtext.com

 

StoryQuest Inc.
156 N. Jefferson St. Suite 201, Chicago, IL 60661
Tel: 1.888.263.6876, www.storyquest.us

StoryQuest provides mobile marketing and sales enablement solutions to leading marketing and sales organizations. Leverage top performers, events and customer stories in compelling and mobile tools. Visit booth 40 or www.storyquest.us.

 

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
411 108^th 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.

 

TSANet
9401 Indian Creek Pkwy., #180, Overland Park, KS  66210
(913) 345-9311
Founded in 1993, TSANet (Technical Support Alliance Network) is a worldwide support alliance that offers an industry-wide forum to facilitate servicing multivendor customers while providing an infrastructure for more efficient multivendor problem solving.  Membership includes industry giants such as Dell, EMC, HP, IBM, Intel, Microsoft, Novell, Red Hat, Symantec, Sun Microsystems, and Unisys. TSANet can be reached at (913) 345-9311 or at www.tsanet.org.

 

Webex
3979 Freedom Cir. Santa Clara, CA 95054
Tel: 877-509-3239, www.webex.com

Cisco WebEx is the global leader in on-demand applications for collaborative business on the web. WebEx offers a full suite of Web collaboration applications for specific business processes including marketing, sales, training, and support. Companies of every size gain strategic advantage by using WebEx to replace high-cost/high-touch interactions with efficient Web-touch interactions. WebEx applications work across firewalls and across platforms, making them ideal for both internal and external collaboration. Please call 877-509-3239 or visit www.webex.com for more information.

Media Sponsor

1to1 Media
www.1to1media.com

1to1 Media is dedicated to helping organizations realize the greatest value from their customer base. We provide resources that deliver relevant information on the latest thought leadership regarding customer strategy and marketplace trends. Led by 1to1 Magazine, our print, electronic and custom publications explore the best practices and trends from companies using customer initiatives to drive results. 1to1 Media is a division of Peppers & Rogers Group.

Industry Consultants

Providing management training and consulting services. Specializing in support center assessments, efficiency and customer satisfaction improvement projects, and staffing level analysis..