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Buyer's Guide
Directory
Alphabetical Company
Listing
 AlignMark,
Inc.
AlignMark, Inc.
is a leading provider of innovative human resource products and services
created to assist call centers improve their revenues, profits and other
key operating metrics through improved talent acquisition & deployment;
talent development; talent benchmarking & certification; and talent
affirmation & differentiation. Our vision is to help our call center
clients optimize their investment in human capital by offering
leading-edge, cost-effective solutions to their most challenging
business problems (e.g., low unemployment, aging workforce, job growth,
turnover, etc.). Through our expertise -as leading
industrial/organizational psychologists and technologists, proven
products and custom solutions, we are able to help our clients achieve
and sustain both a “mindset” and real capability to implement and
consistently execute talent management strategies and practices which
yield impressive improvement in the key metrics that determine their
success.
AlignMark, Inc. has been a leader in the human capital field for over 30
years, having pioneered the introduction and application of employee and
management assessment (for selection and development) in the workplace
that dates back to the original assessment center work at AT&T in the
late 1960’s. Since then, AlignMark has assessed hundreds of thousands of
employees using it’s technology-based assessment solutions. The
AccuVision Call Center Simulator is the most recent edition to
AlignMark’s growing family of technology-based assessment solutions. Why
should you use this powerful assessment tool to select and develop your
agents?
1. Greater Accuracy in Hiring…2 to 3 times more predictive of
performance than other typical assessments.
2. Reduces Turnover
3. Streamlines the selection process (i.e., time to fill and
cost-per-hire are reduced)
4. Compliant with EEO/ADA requirements.
The AccuVision Call Center Simulator is often combined with AlignMark’s
proprietary web-based agent sourcing and screening system (called
AccuWeb) as an integrated agent acquisition and deployment system that
yields a significant increase in the number of qualified, interested and
talented agents. The combined system is user-friendly, administratively
simple, powerfully predictive and ultimately, all the key metrics you
use to measure the overall success of your call center are positively
impacted.
For more information:
Visit:
www.alignmark.com
E-Mail: jmattone@alignmark.com
Call: 800-682-4587 (x3525) or 407-659-3525
Write: John S. Mattone
AlignMark, Inc.
1057 Maitland Center Commons Blvd., Ste 200
Maitland, FL 32751
 Alorica
Inc. is a leading customer service management provider that
supports the entire customer lifecycle from front-office customer
interaction to back-office reverse logistics. Our call centers are
located in North America and Philippines.
We deliver fully integrated solutions such as customer interaction
management, service logistics, depot and onsite repair services with a
focus on:
- Technical Support
- Customer Service
- Inbound Sales
Through our global
contact centers, depot repair and parts fulfillment facilities, Alorica
provides best-in-class service management, technology, people and
process that help you maximize customer satisfaction.
Contact us today to allow us to be your partner in success.
Alorica Inc.
14726 Ramona Avenue, 3rd Floor
Chino, CA 91710
Tel: (909) 606-3600
Fax: (909) 606-7708
info@alorica.com
 Amcat
- Smart Contact. Smart Business
Amcat provides a unified customer interaction communications
platform enabling companies to increase revenue, build productivity,
reduce costs, and improve the customer experience. We help companies
grow their business and adapt to change. Amcat provides:
- Tightly integrated suite of contact
center software applications united by SIP-based CTI
- Inbound contact routing
- ACD, skill-based routing
- IP Soft PBX for enterprise
communications on a single platform
- Self Service IVR, Speech
- Proactive outbound
- Predictive dialing, other dialing
modes
- Multi-channel contact
- Tightly integrated multi-channel
contact: Email, Web, Text
- Single point of control
- Digital recording
- Quality monitoring
- Real time statistics and reporting
With 15 years experience, only Amcat
delivers the combination of best-in-class unified inbound outbound
software with low total cost of ownership. The Amcat system is easy
to use, learn, manage and change. It’s rapidly configured and
deployed and can grow and scale with your business. Amcat provides
the reliability, expertise and value that make it the smart choice.
Contact Information:
Dudley Larus
VP Corporate Marketing
Amcat
300 Johnny Bench Drive
Oklahoma City, Oklahoma, USA
73104
dlarus@amcat.com
www.amcat.com
Mobile: 678-469-3479
800-364-5518
Fax: 405-216-8063
American Customer Care
 American Customer Care (ACC) is a premier provider of high quality
customer contact center services. We staff our centers with the
friendliest representatives, utilize the latest technology and
provide grade-A service at a price that is hard to beat.
Operating
as a privately owned corporation since 1986, ACC has consistently
invested in cutting edge technology that allows our agents to
correspond with your customers in the most efficient, and effective,
manner possible. We have the capability of developing customized
solutions for your customer contacts or can tap into pre-existing
interfaces currently being utilized by your staff (or current
outsourcer) if preferred.
American
Customer Care operates a total of seven centers (located in the
states of Pennsylvania, Texas, Iowa and Connecticut) in communities
with a great work ethic. We have deliberately positioned ourselves
in geographic locations that provide high quality and low cost
labor. The end result is that ACC is typically at the lower end of
the scale from a pricing standpoint without sacrificing the high-end
customer correspondence that you would expect from a partner.
In total,
ACC offers over 1,500 web-enabled workstations and 1,600 IVR ports
to help service our clients. Our facilities provide us with
sufficient workstation size to accommodate nearly all programs we
are considered for. While we do have the capacity to service volume
oriented accounts this does not stand in the way of our Account
Management team from servicing you as if you were our only client.
ACC's
contact centers are equipped with a software based phone switch that
provides us with the most current switch technology available today.
Through the use of our technology, and our vast outbound market
research workload, ACC is in the unique position of offering a
shared agent solution which differs from most outsourcers.
Most
companies today do not have the consistent call volume needs to
justify paying for dedicated agents. In general, a shared agent
solution is ideal in these cases since you would only pay for the
time that our agent is handling inquiries from your customers. Most
outsourcers will selfishly combine 4, 5 even up to 10 inbound
programs of this nature to ensure agent talk time is significant
each hour. ACC, however, combines your 1 inbound program with 1
outbound program (our market research work) which results in a much
higher level of competency at the agent level as they are not trying
to digest the product knowledge for up to 10 companies. This results
in a more knowledgeable agent representing your company. Please feel
free to ask us to elaborate on this solution.
The members
of our executive team average over 15 years of experience in contact
center management and support, covering many industries and a myriad
of inbound and outbound programs. With all of the diversity of their
experience, the one constant is their dedication to excellence and
quality with each new project we undertake.
We develop
long-term partnerships with our clients to deliver world-class
results across a full range of services including the following:
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Up-sells and
Cross-sells
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Multilingual
Capabilities
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Third Party
Verification
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Help Desk Services
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Telemarketing
Campaigns
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Product Tests
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Customer
Satisfaction Surveys
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Literature
Fulfillment
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Consumer Affairs
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If maximizing
the expenditures related to your client base (through up and
cross-sells) or retaining those customers for years to come is your
objective you should consider American Customer Care. Please let us know
about the challenges that your company faces and allow our experts to
design a solution to make your job easier for you today.
Contact:
Vice President of Customer
Service
American Customer Care, Inc.
127 Abercorn St., Suite 307
Savannah, GA 31410
AMTELCO eCreator
 Create Custom
WEB-BASED Agent Scripts Fast & Easy With eCreator by AMTELCO
eCreator Web-based Scripting provides flexibility and freedom!
Easily Accommodate:
• Remote Agents
• Branch Offices
• Networked Accounts
• Client Access
• Customer Self-Service
eCreator provides it all,
giving you the power to take control of agent scripting and exceed your
customers’ expectations. Create scripts on your own Intranet or on the
Internet. Plus, eCreator’s web-based architecture makes it completely
scalable to any size environment.
eCreator makes it easy through drag-and-drop script design and Web-based
scripts make it easy for agents to process the most complex calls
efficiently. Order Entry, Appointment Taking, Class Registration, CRM,
Location Referral and much more.
For more information go to
http://ecreator.amtelco.com, call us at (800)356-9148, (608)838-4194,
e-mail us at info@amtelco.com
AMTELCO Call Center Innovations, On Call for Over 28 Years
Contact:
Jim Becker
4800 Curtin Drive
McFarland, WI 53558
Telephone: (800)356-9148 or (608)838-4194
Fax: (608)838-8367
E-mail: jim@amtelco.com
Internet:
http://ecreator.amtelco.com
AMTELCO Infinity
Add profitable new services
and reduce labor costs with Infinity by AMTELCO.
AMTELCO's Infinity system is an innovative and extremely reliable call
center system that simplifies communications for your call center.
Infinity is entirely PC-based, and combines automated call distribution
with skills-based routing, automated outbound dialing, advanced digital
switching, state-of-the-art voice processing, e-mail, fax, true unified
messaging, and complete statistical reporting–all in one integrated
system.
Infinity Internet
connectivity allows operators to access and enter information. Other
Infinity Internet features include text chat, Web portals for client
message and on-call scheduling access. Call scripting, text-to-voice and
speech recognition are also available.
The award-winning, patented Infinity system provides increased revenue
through labor savings, fast call processing, and cohesive statistics
beyond compare. New features are added to Infinity twice a year, based on
input directly from the over 1,000 AMTELCO customers.
Infinity provides open connectivity and customization, allowing you to
choose the specific features required to meet your needs, and the needs of
your clients. Hundreds of optional Infinity features are available as you
design your custom system.
For more information go
to
http://callcenter.amtelco.com, call us at (800)356-9148,
(608)838-4194,
e-mail us at info@amtelco.com
AMTELCO Call Center Innovations, On Call for Over 28 Years
Contact:
Jim Becker
AMTELCO
4800 Curtin Drive
McFarland, WI 53558
Telephone: (800)356-9148 or (608)838-4194
Fax: (608)838-8367
E-mail: jim@amtelco.com
Internet:
http://callcenter.amtelco.com
 ANGEL.COM
- Angel.com is a leading provider of
IVR and
call center
solutions. As organizations seek to balance providing high quality
customer service with managing costs, Angel.com provides a flexible and
cost-effective application to meet both individual business and customer
needs. Angel.com’s solutions are built, deployed and managed entirely
through a web browser, requiring no additional investment in hardware,
software or human resources – at prices low enough to generate immediate
ROI. A fully-hosted solution, Angel.com helps organizations of all
kinds to deliver a complete IVR or call center experience in hours or
days, not weeks or months.
Angel.com has enabled more than 1,600
customers, including Raytheon, Kellogg’s and Reebok, to easily create
world-class speech-enabled solutions such as
Customer Surveys,
Order lines,
Payment Lines and automated
Name & Address Capture applications. To find out how Angel.com can
benefit your business, please visit
http://www.angel.com or call 888-MyAngel.
At Random
Communications
 Telephone
Performance Assessment Services
Remote Call Monitoring, Telephone Mystery Shopping and Call Analysis
• Detailed call analysis and scoring
• Objective and Impartial Measurement and Feedback
• Recording and Assessment of Live or Prerecorded Calls
• Web Based Access
• Ability to produce customized reports in seconds
We offer third party remote call monitoring to analyze prerecorded
calls using our client’s recording system or we can record live calls
remotely. Our telephone mystery shopping solution works well for
smaller locations and allows for the ability to shape the direction of
the call for specific training purposes. All of our programs are
designed to provide objective, impartial observations to measure the
quality of service provided by your representatives. Calls are scored
by our experienced call analysts and reporting is easily accessed
through the web.
For more information contact:
At Random Communications, LLC
Cheryl Thibault
Cthibault@arllc.com
860-567-3733
www.arllc.com
 Bay Bridge
Bay Bridge is the provider of
CenterBridge™, the world’s first long-term strategic planning system
for contact centers. CenterBridge’s patented discrete-event
simulation technology helps optimally answer core business
questions, like:
• When should we optimally hire?
• What is the call volume forecast?
• What is this year’s budget?
• If handle times increase what will happen to service levels?
• What is the variance between plan and actual performance?
CenterBridge complements workforce management systems by greatly
improving medium- to long-term planning, a step that, when missing,
can cause significant service failures. CenterBridge’s features save
you time and money:
Standard Features
• Forecasting: Whether you are forecasting handle times, call
volumes, employee attrition, or other important planning metrics,
CenterBridge’s robust forecasting engine enables automatic and
accurate forecasting by center, staff group, or contact type.
• Hiring and Overtime Modules: CenterBridge includes hiring and
overtime optimizers that produce “just-in-time” staffing.
CenterBridge utilizes Advanced Statistical Methodologies.
• Sensitivity and Trend Analysis: CenterBridge automatically draws
trade-off analysis, and trend analysis.
• Variance Analysis and Reporting: CenterBridge automatically draws
the differences between what happened operationally and financially
in your center network and what was expected.
Advanced Features
• Multi-Skill: CenterBridge’s multi-skill module allows planning for
environments with complex call routing rules.
• eComm: CenterBridge can plan for centers that utilize instant
messaging and chat contact types.
• Back Office: CenterBridge’s back office module provides optimal
plans for complex queued work types.
Bigby Havis & Associates,
Inc.
 Our SELECT
Associate Screening System is a family of short, validated pre-employment
tests measuring personality characteristics and integrity associated with
high performance in a number of jobs to include those focused on the Call
Center industry. We have industry specific versions for:
• Inbound Service
• Inbound Sales
• Outbound Sales
• Help Desk
Let SELECT for Call Centers help you identify those individuals who are
optimistic and resilient, show customer sensitivity, lead customers
effectively to a close, and respond positively to objective performance
measures.
Additional modules screen for basic abilities, job task willingness, and
counterproductive work behaviors. Reports include interview probes,
structured interview guide, and a hiring decision guide. Summary reporting
is available to track adverse impact. SELECT can match your organization’s
structure with different permissions and authority to perform specific
functions. It can be customized to meet your needs.
Email: kcapelle@bigby.com
12750 Merit Drive, Suite 660
Dallas, TX 75251
Telephone: 972-233-6055 x.110
Fax: 972-233-3154
Website:
www.envision.bigby.com
Call Center
Learning Solutions
 Call center
training for success! We’ll help your call center achieve excellence at
all levels - for your managers, supervisors and agents. Our focus is
training call center teams to help reach your strategic corporate goals,
manage your KPI’s and provide coaching to improve performance.
We have provided consulting and learning solutions to more than 5,000
companies worldwide through a full range of education and training
solutions to call center professionals. Choose the most effective method
of delivering training for your teams.
* Site Licensing
* On Site Training
* Web Seminars
* E-learning curriculum
* Custom courses
Call Center courses are quickly customized with role-play and casework
to represent your typical customer call at no cost to you.
Our training is highly interactive and includes practice, role-play,
feedback and coaching. Training is adapted to each participant’s needs
by assessing each student’s demonstrated skills and by coaching and
reinforcing the appropriate skills for performance improvement.
Contact: Ellen Greene - 925-513-1010
E-mail:
ellen@callcenterlearning.com
Callfinity
 Callfinity
provides telecommunications software and
systems to enterprises and service providers. Over 200 customers, such
as British Telecommunications, John Hancock Funds, and the Massachusetts
General Hospital, use Callfinitys on-premise equipment and hosted
services for call recording, IVR, ACD, IP PBX and other specialized uses
in four countries around the world.
Contact Information:
Marcy Sepp
877-897-2962 x101
marcy@callfinity.com
 Caras
Training
Caras Training provides highly customized training
and reinforcement programs for sales, service and technical support
front line staff and leaders.
Founded in 1990 by sales expert and telephone communications pioneer,
Ronna Caras, Caras Training is known for delivering fresh methodologies
that result in measurable increases in quality scores and sales results.
Services include: Consulting to identify opportunities and recommend
solutions; Training that blends your content with ours to create
genuine competence quickly and permanently; Implementation that
links training to the real world and empowers coaches to reinforce the
right behaviors; Interim Management to augment your
leadership staff during times of change; Sales and Service Scripting
that ensures your front line staff sounds right and says the right
things on every call.
Visit www.carastraining.com
for complimentary articles, webinars and tools. Or contact us to discuss
your challenges and learn about creative and powerful solutions: Gloria
Mogavero at 978.531.2022 x10
gmogavero@carastraining.com
Cicero
 Cicero
increases agent productivity, cuts call times, increases
cross/up-selling opportunities, and improves the overall customer
experience by enabling contact center applications to do more, smarter.
Cicero integrates your applications, automates workflows, extends the
functionality of CRM, legacy, and other applications, and simplifies
navigation into an Intelligent Unified Desktop. Implemented in weeks
with an ROI within a few months, Cicero is a proven application
integration solution for the enterprise that is running on thousands of
desktops including Fortune 500 companies in the financial services
industry such as Merrill Lynch and Nationwide Insurance.
Contact: Keith Anderson
Director, Client Services
Phone: 919-380-5092
Email: kanderson@ciceroinc.com
Cicero.
8000 Regency Parkway, Suite 542
Cary, North Carolina 27518
www.ciceroinc.com
Communico
 Communico
partners with organizations to help them build and sustain exceptional
service cultures. The heart of our commitment is the MAGIC® System. MAGIC,
which stands for Make A Great Impression on the Customer, is an integrated
system of assessment, customer service training and consulting that
ensures consistently exceptional service. Measurable results include
increased service levels, customer satisfaction and teamwork.
Contact:
Diane Berenbaum
Senior Vice President
Communico Ltd.
(203) 226-7117
Diane.berenbaum@communicoltd.com
CRMXchange
 Founded
in 1995, CRMXchange has long been recognized as a premiere destination
on the Internet for the exchange of information and ideas on customer
relationship management issues including customer care, sales, lead
generation, and technology. Today, the site offers a wide variety of
resources for contact center professionals. Through nearly a decade-long
partnership with industry leaders and analysts, CRMXchange has developed
unique insights into the kinds of business intelligence and professional
development programs required for successful contact center operations.
Known by our audience as the "event site," CRMXchange has gained a
reputation as experts in the hosting and marketing of webcasts,
roundtables, and other online events. In addition, the site offers a
wide variety of resources for contact center professionals including
white papers, case studies, a vendor directory, featured columns, free,
offers, and online training classes.
http://www.crmxchange.com
In 2007 mycrmexchange was created as a world wide networking space for
contact center/customer care professionals where they can share their
thoughts on operational and business issues with their peers.
Participants will be able to contact their peers through various common
denominators such as subject matter, location, etc. Each member receives
their own ‘space’ on the site where they can create their own blogs,
list their areas of interest and expertise, and upload photos, if they
wish. Members will be able to blog in public forums where they can
express their views on various issues and will be able to seek out other
members in various groups by different profile information and subject
matter.
http://www.mycrmexchange.com
Cube Solutions
 Cube Solutions is the leader in Factory-Direct, Call
Center Cubicles.
We Deliver:
• Fast leadtimes
• Free Design Service
• Unrivalled 12 year warranty
• The Best Prices in the industry
Our time-tested products feature:
• Clean, Simple design
• Easy install- Easy reconfigure
• 4 circuit 20 amp power
• Large cabling capacity
Besides New Cubicles, our other services include:
• Project management, Design and Reconfiguration
• Used office furniture
• Furniture banking, and consignment services
• Leasing and Rental
• Brokerage and Liquidation
Call today for a quote and let our experienced team show you how easy
and affordable our “Solutions” can be. We are an obvious choice for
price conscious call center professionals everywhere.
Cube Solutions, Better Cubes…Less money.
Contact: Rich Wilson/Sales Manager
13614 Gamma Rd
Dallas , Texas 75244
866-734-6628
972-783-4880
972-783-4855
Email: Rich@CubeSolutions.com
Website: www.cubesolutions.com
CustomerServ, LTD
 CustomerServ, LTD is gateway to world class service providers with a
special emphasis on emerging outsourcing destinations both offshore and
domestic. The leadership team includes Nick Jiwa and Kip Gordman, veterans
of the outsourcing industry with over 40 years of combined experience in a
wide spectrum of contact center and BPO services. We help our clients
partner with outsourcing market leaders in newer, emerging call center and
BPO markets and traditional locations as well. We provide outsourcing
management services and guidance for our clients, enabling them to get a
360 degree view of the outsourcing world, its latest trends including the
ever increasing geographic diversification of delivery partners. We
provide a bridge between buyer and purveyor of outsourcing services; we
assist in vendor selection, program management, quality assurance,
training and development. We provide quantitative and qualitative analysis
with a customer centric, solutions oriented approach to helping our
clients accomplish goals and objectives within budget. We provide process
improvement service for outsourced, captive and in-sourced call centers
alike.
 DialResults®
C3 “Converged Communication Center”
Next Generation Solutions for Today’s Call Centers
DialResults® C3 Converged Communication Center is a powerful and
affordable communication platform for designing and managing today’s
growing call center, increasing call center revenues and improving agent
productivity. C3 is next generation software that runs on today’s advanced
hardware creating a seamlessly integrated solution.
C3 incorporates a powerful user interface for adding and customizing
contact data. The C3 script viewer allows agents to gather any amount of
data from the contact. By allowing a flexible binding of user data to a
contact, a call center is able to gather any amount of data, segment the
data, and manipulate the data all through a simple user interface.
Available in Premise-based and Hosted formats, C3 supports multiple
contact center locations while still maintaining centralized management.
C3 provides connectivity at remote offices via VoIP connections. VoIP
support is also available for agents utilizing a soft phone or USB
Headsets.
C3 encompasses the broad functionality required by next-generation call
centers, including the ability to handle customer contacts in any media
and at the same time, facilitating fully-integrated predictive dialing,
skills based routing, monitoring/coaching, ACD and IVR, advanced
scripting, digital call recording and blended calling, all in a flexible
and scalable open architecture.
Contact DialResults® at:
www.dialresults.com
sales@dialresults.com
(888) 839-3613
eGain
Communications Corporation
 eGain
Communications Corporation provides the most comprehensive and
proven customer service software suite for in-house or on-demand
deployment. Trusted by prominent enterprises and growing midsize
companies worldwide, eGain has been helping organizations achieve
and sustain customer service excellence for more than a decade. 24
of the 50 largest global companies rely on eGain to transform their
traditional call centers, help desks, and web customer service
operations into multichannel customer interaction hubs. These hubs
enable dramatically improved customer experience, unified
multichannel customer service, end-to-end service process
efficiencies, and enhanced contact center performance.
eGain Service 7 (TM) software suite includes integrated,
best-in-class applications for web self-service through FAQs,
search, browse, guided help and virtual agent self-service, email
management, contact center knowledge management, live web
collaboration through chat and cobrowsing, automation of fax and
paper-based service interactions, case management and service
fulfillment. These robust applications are built on the eGain
Customer Interaction Hub Platform, a scalable next-generation
framework that includes end-to-end service process management,
knowledge management, multichannel, multisite contact center
management, and certified out-of-the-box integrations with leading
call center, content and business systems.
Contact:
eGain Communications Corporation
345 E. Middlefield Road
Mountain View, CA 94043
US: 800-821-4358
Europe: 44-1753-464646
Email: info@egain.com
Envision
Telephony, Inc
 Envision
Telephony, Inc. is a global, award-winning provider of software and
services that improves performance
from the contact center to the enterprise. The company’s flexible,
integrated solutions enable Global 2000 customers to consistently
deliver legendary customer experiences by improving agent
effectiveness, contact center and enterprise performance.
Envision’s software includes business intelligence, speech
analytics, workforce management and Click2Coach® (Envision Quality
Monitoring and Envision eLearning). The company’s solutions are
deployed across thousands of desktops in both a telephony and
back-office environment. Envision offers business consulting,
implementation, training and support services using a proven, ROI-driven
methodology that delivers rapid and reliable results.
Learn more:
www.envisioninc.com or call 206.225.0800 ext. 500.
Envox Worldwide
 Envox Worldwide
is a leading global provider of voice solutions. The company's
software and related services dramatically reduce the time, cost and
complexity of creating voice solutions. These products and services
enable enterprise customers and service providers to significantly
reduce operating costs, improve customer satisfaction and retention,
and generate new revenue streams. Headquartered in Boston, Envox’s
products and services are available through a network of global
channel partners. For more information, please visit
www.envox.com.
Click
the following link for downloadable white papers, case studies,
product information, etc.:http://www.envox.com/resources/index.asp
GBH
 GBH
Communications, Inc is a leading provider of conferencing solutions,
products, and services to businesses, government, and educational
institutions nationwide. GBH delivers innovative solutions to its
customers and is the only company that offers all key conferenceIP
elements, including: video conferencing and audio conferencing
systems; MCUs/gateways; corded and wireless headsets; IP PBX's, VoIP
phones, professional services; and technical services. Founded in
1983, GBH Communications has installed hundreds of thousands of
conferencing systems throughout the U.S. GBH supports its customers
with a nationwide sales force located in twelve branch offices
coast-to-coast, in-house factory-certified technicians,
factory-authorized refurbishment facilities and unmatched TechShield
support programs. More information on GBH can be found at
www.gbh.com or call us at
1-800-222-5424.
 GMT’s
award-winning workforce optimization solution, GMT Planet™, creates
competitive advantage by enabling companies to improve customer
service and sales, while decreasing their variable expenses. GMT
Planet combines precision forecasting and intelligent scheduling with
powerful analytics and performance management tools – together
delivering a complete solution that is easy to use and is priced to
deliver quick return on investment. GMT Planet is in operation in
departments throughout the enterprise, including contact centers,
retail bank branch networks, back offices, distribution centers and
elsewhere earning it the distinction of Workforce Optimization for the
Whole Enterprise™. GMT serves financial services and contact center
customers worldwide, including ABN AMRO, Citibank, Nielsen Media,
Pizza Hut, SunTrust, UPS, Washington Mutual and Wells Fargo. The
company is privately held with headquarters in Atlanta, Georgia, and
offices in the U.K., Australia, and India. For more information, visit
www.gmt.com or e-mail
sales@gmt.com.
Groupe Impress Plus
 Groupe Impress Plus is a Call Center
performance service company. Our goal for your organisation is to
increase your overall Call Center performance and your bottom line
profitability by increasing the quality, productivity, employee
retention rate and facilitate promoting from within. This will lead to
IMPRESSive customer service, therefore making the customer’s
experience one he looks forward to repeat!!
Our turnkey solutions include:
- Customized Mystery Calling
- Accurate & Consistent Call Evaluation (including recording of call and
detailed reports)
- Customer Satisfaction Assessment
- In House Training Solutions
- Recruitment, Training and Placement services:We offer personalized
customer service courses and we place our candidates after the
training.
The training is an intensive course on customer service covering all
aspects such as: phone techniques, customer contact center etiquette,
evaluation methods, customer retention techniques, coping with stress,
as well as the basic computer skills in the workplace.
Our Team has over 15 years experience in call center management,
operation management and customer service management in different
industries such as Telecommunications, Finance, Travel, Retail
industry, Food industry.
Let us help you IMPRESS your customers.
Partnering with Groupe IMPRESS Plus Inc. is a WIN WIN situation.
Groupe Impress Plus Inc
327 Curé Labelle Suite 303
Laval (Montreal), Quebec H7P 2P2 Canada
Phone :450-628-7605 / 1-866-619-1269
Email : info@impressplus.ca
Contact : Guylaine Blanchette President
www.impressplus.ca
 HigherGround, Inc.
Higher Ground Inc. is a premier software developer of call recording, data integration
and reporting tools. These solutions are designed to deliver timely, accurate
information for analytics and decision support to improve operations,
performance and ultimately increase profitability. HigherGround
applications are used by call centers as well as by organizations in
public safety, financial services, healthcare, government and many other
industries.
HigherGround’s solutions collect data from multiple sources (ACD, CDR, IVR,
screen capture, agent evaluations, enterprise and customer databases,
etc.) and integrates the information into a single interface. The business
intelligence reporting and trend analysis tools empower clients with
knowledge and insight to improve agent performance, optimize
communications resources and increase revenue.
HigherGround’s Fusion Series 7 is a complete family of proven, innovative
solutions that can be combined to meet the specific needs and requirements
of any business. These solutions provide the intelligence necessary for
sound decision making and bottom-line control for compliance monitoring,
risk management and performance improvement.
Contact-Amy Nicosia
Marketing & Event
Specialist
P: 818.456.1600 x296
F: 818.456.1515
anicosia@highergroundinc.com
www.highergroundinc.com
 Inktel
Direct
Inktel Direct offers business solutions for
organizations who want to outsource all or part of their direct marketing
initiatives. We have world-class expertise in business process management,
direct marketing, contact center operations, data management, fulfillment,
supply chain management, and logistics.
Through our Contact Centers solutions, we are devoted to helping
you gain a competitive advantage. Our industry leading combination of
technology, training, processes and passionate people allows you to
outperform your competition. As a strategic partner, Inktel adopts
your brand identity as its own. Our clients become an extension of our
family. Contact Center services: • Outbound Sales
• Inbound Sales
• Customer Support
• Cross / Up-sell Programs
• Customer Retention Programs
• IVR (Interactive Voice Response)
• Email Management
• Internet Chat
• Multilingual Capabilities
• Fundraising
• Surveys and Polls
InktelDirect
13975 NW 58th Court
Miami Lakes, FL 33014
www.inktel.com
“Passion for People”
Intelemedia
Communications, Inc.
 Intelemedia
is a leading provider of call center technology, from a single
"point solution" (like IVR or call recording) to a fully-integrated
contact center ("everything down to the agent"). We provide the
infrastructure, either hosted or on-site, but focus on our clients'
needs at the business level. To that end, we do not offer a "shrink
wrapped" solution, but rather a modular approach of pre-integrated
building blocks, easily combined and customized to deploy the ideal
solution. Contact info:
+1-800-300-2150
http://www.intelemedia.com
M.E.R., Inc.
 M.E.R. Inc.
(McDaniel Executive Recruiters) is a highly specialized search firm in the
CRM, Direct Marketing, Call Center, and Collections Industries. We
specialize in sales, marketing, operations and support function staffing.
Our search capabilities include domestic, near-shore and offshore
requirements.
M.E.R. is one of the few truly dedicated search firms to this industry
with offices in both Canada and the United States. Please visit our web
site at
www.justcareers.com.
Chad McDaniel
mcdaniel@justcareers.com
866-991-3555 (toll-free)
M.E.R.
Capital
M.E.R. Capital is a specialized Investment Banking Firm focused in
the CRM/Call Center Industry. Leveraged and focused in merger/acquisition
activities, equity funding both private and venture capital.
Organizations requiring capital to grow, sell, or buy and require a firm
that has a unique understanding of their industry, benefit from M.E.R.
Capitals vast experience and expertise. Please visit our web site at
www.mercapitalcorp.com
Chad McDaniel
mcdaniel@justcareers.com
866-991-3555 (toll-free)
Mindshare
 Mindshare
provides automated post-call customer survey solutions. Customer
feedback is reported in real-time and immediately transformed into
actionable customer intelligence. Clients utilize Mindshare to
improve and monitor areas such as agent consistency, customer
service levels, and 1st contact resolution. Shortly after their
service experience, customers can be connected to, or may be called
back by, Mindshare’s automated survey system. Customers respond to
surveys using their touch-tone phone and are able to leave free form
voice comments. Reports can be pre-scheduled for automatic email
delivery, and/or accessed 24/7 dynamically through the web. Customer
voice comments can also be captured and played back from a web
browser. Reports are updated immediately so that management can
incorporate customer insights directly into their operations. Levels
of management access reports targeted to their level of
responsibility, ranging from corporate level summaries, to
individual employee performance reporting for front-line managers.
Mindshare’s next-generation phone and web technology is
significantly more cost effective than other call center customer
feedback methods. The survey and reporting systems are extremely
dynamic, flexible and customizable to meet the unique business needs
of each client. Mindshare services over 25 industry verticals;
including travel, hospitality, financial services, and retail.
Mindshare's deep industry exposure and experienced leadership enable
clients to benefit from best practices across industries. For more
information, call (800) 634-5407, or visit (www.mshare.net).
OKS-Ameridial
Worldwide
 OKS-Ameridial Worldwide was founded in 1987 and is a premier global
provider of contact center and business process outsourcing
solutions. OKS-Ameridial provides a comprehensive mix of
Business-to-Business and Business-to-Consumer customer relationship
management solutions that help its clients increase their revenue
and profitability. From customer acquisition to retention and
growth, from customer service to customized market research, OKS-Ameridial
delivers a fully integrated suite of solutions using its global
network of onshore, near-shore and offshore operations.
OKS-Ameridial has been ranked as a "Top 50" teleservice agency since
1992 by Call Center Solutions magazine. In 2006, OKS-Ameridial
received the #1 ranking in the "Best in Class" award for
Teleservices Agencies as selected by customers from Technology
Marketing Corporation (TMC).
With over 12 production and sales centers all around the world, OKS-Ameridial
Worldwide serves as a contact service company offering the very
highest quality services, with extremely economical pricing.
OKS-Ameridial holds membership in the following industry
associations: American Teleservice Association (ATA), Direct
Marketing Association (DMA), The Society of Consumer Affairs
Professionals in Business (SOCAP), Sales and Marketing Executives (SME),
and Northeast Ohio Direct Marketing Association (NODMA).
Please contact us at 800-445-7128 or visit our web site at
www.oksameridial.com
Phone Pro
 Leaders in
Telephone Skills Training for 20 years, Phone Pro has dynamic web
seminars available 24/7 as well as onsite, customized training
programs. Customer Service, Sales, Up Sell/Cross Sell, Coaching,
Receptionists and more. Our clients are worldwide and include
many Fortune 500 companies. We have the most knowledgeable, energetic and
inspiring trainers in the business along with fun, exciting and highly
effective training courses. We put an end to the notion that learning has
to be dull!
Onsite highly interactive
Instructor-Lead Training that is customized for your company and tailored
to your needs Customer Service Coaching for Management/Supervisors
One-on-One Coaching Sessions for Frontline Agents Coaching for In-house
programs Relationship Selling Up/Cross Selling Team Building
Train-the-Trainer/Licensing Online Web Seminars that are convenient and
budget friendly “The Core Four” – A Four Part Customer Service Series that
covers basic etiquette, call control, angry callers, voice tone,
vocabulary choices and much more! All of the techniques necessary for
outstanding customer service. Go to our Web Seminar page to learn more
about all four seminars:
http://www.phonepro.com/training_web.html
Go to our website
www.phonepro.com or give us a call
at 800-888-4893 to learn more about our interactive, lasting and FUN
programs……all designed to bring you training that works and set your
organization up for success!
Pipkins, Inc.
 Pipkins, Inc. has been at the forefront of Workforce Management Systems development since 1983. Headquartered in St. Louis, Missouri, Pipkins provides modern commercial call centers with advanced sophisticated forecasting and scheduling technology.
Pipkins’ Vantage Point workforce management solution forecasts workload and schedules staff for single or multi-site call centers using a proprietary optimization algorithm, advanced skill-based modeling, and exclusive historical trend analysis that fine-tunes forecasts for special events such as direct mail drops or seasonal promotions. The program integrates with leading ACDs, e-mail response systems and other multimedia queuing devices for data collection across multiple sites and time zones. It also provides a full complement of default and custom reports, with an open system design that allows managers to access call center data using any third party SQL reporting package. Optional modules are available for real-time adherence monitoring, Web-based agent access, Web-based time and attendance, and now pop-up agent notification of intra-day schedule adjustments. Pipkins’ Agent Notification Module for its Vantage Point workforce management software expedites intra-day schedule adjustments by enabling call center supervisors to send pop-up messages to agents' computer screens. Messages can alert agents to schedule changes and incorporate each agent's new schedule within the pop-up window; or send overtime requests and allow agents to respond with a click. This upgraded feature can send a message to the staff for the activities you want to monitor when the agent is out of adherence more than number of the tolerance minutes you specify. All Vantage Point functions are also available through the
WorkforceScheduling.com online subscription service.
To Contact Pipkins:
Toll Free (within US) 1-800-469-6106
www.pipkins.com
info@pipkins.com
sales@pipkins.com
PowerHouse
Consulting
 PowerHouse Consulting
is an internationally recognized management consulting firm specializing
in Call Centers and Telecommunications Technologies. Our seasoned
consultants possess the knowledge and experience to bring quick,
practical, and cost-effective solutions to each engagement. Our services
include: Strategic Planning, Call Center Assessments, Outsourcing
Relationship Management, Call Center Technology Assessments, Learning
Resources, Telecom Assessments, System Procurement, and IT Infrastructure
Services.
PowerHouse has demonstrated success in developing solutions to business
problems. Through PowerHouse’s flagship service offering, the Customer
Experience Optimization Program©(CEOP), organizations benefit from
consulting that enables them to combine strategic planning initiatives and
operational assessments into one seamless and streamlined process. To
ensure clearly defined outcomes, CEOP utilizes a comprehensive,
carefully designed approach to assess the linkage between strategic goals
and operational execution. Beginning with leadership and organizational
goal setting and continuing with an assessment of day-to-day operations,
organizational structure, people, performance, and technology, CEOP
examines what is in practice and compares it to the validated and
succinctly outlined strategic goals. The end result is a custom roadmap, a
plan of action to remove the disconnects and create a highly tuned,
performance oriented, customer focused organization that possesses a
stronger and more sustainable competitive advantage.
PowerHouse consultants are highly qualified leaders and team players with
tremendous depth of Contact Center expertise, business knowledge, and
practical experience. We approach each project with enthusiasm and hit the
pavement running. Our mission is to simplify complex business processes
while providing exceptional quality of service based on real business
drivers. Many of our clients, some of which are Fortune 500 companies,
have returned to PowerHouse for follow-on engagements as their business
needs have grown and evolved.
PowerHouse Consulting was founded in 1987 by Kathleen Peterson, the
internationally acclaimed Call Center Consultant and recognized industry
visionary. She is actively involved in client consulting and is a sought
after speaker.
To learn more about PowerHouse Consulting please visit our web site at
www.powerhouse1.com, or call us
at 603-472-6616, ext. 234.
PreVisor
 Previsor, a
leading supplier of pre-employment assessments and employee selection
solutions that help employers identify top performers. Leveraging
decades of applied industrial-organizational psychology research, PreVisor develops and deploys content that accurately predicts
employee on-the-job performance. PreVisor’s solutions help streamline
and standardize hiring processes and reduce recruiting and training
costs to better meet strategic HR objectives. PreVisor's award-winning
assessments, solutions and consulting support hiring decisions for
over 100 of the Fortune 500 and maximize performance for more than
40,000 employers worldwide. www.PreVisor.com
Richardson
 Richardson
is a leading sales training and consulting firm. We deliver a blended
learning solution both in person or online that incorporates a unique
process of high impact coaching to individuals and teams. For over 25
years we have worked with global organizations to develop sales and sales
service training solutions that improve bottom-line results. Our
proprietary coaching methodology and customization process provide us with
an unparalleled set of tools to develop a training solution that aligns to
your sales strategies.
For Call Centers, Richardson offers Richardson QuickSkills - a series of
highly interactive web-based training courses. Comprised of sales,
negotiations, telephone selling and customer service, these four-star
rated courses leverage the strengths of Web-based learning to create a
high impact, interactive eLearning experience for Call Center Agents.
Richardson QuickSkills follow a time-tested, successful training
philosophy of "learning by doing." As users work through high impact
learning modules, they will face real-life challenges, experience
immediate application, and receive intensive coaching and feedback to
foster behavior change and improve performance.
Contact: Jim Brodo - jim.brodo@richardson.com
SER Solutions, Inc.
 Since 1989, SER
Solutions, Inc. (SER) has led the contact center industry in delivering
products that significantly improve operational efficiencies and agent
productivity. SER’s flagship outbound product, Call Processing
System™ (CPS), is one of the most widely used outbound call management
systems in the world. Known for its reliability, quality, and
ability to generate more contacts per hour – even when operating within
the FTC/FCC mandated 3% abandon rate, this industry award-winning system
is used today at 11 of the top 15 outbound teleservices companies in the
U.S. and at several leading credit collection agencies. SER has
received numerous industry accolades including “best-in-breed outbound
dialing vendor” and “best pacing dialing algorithm in the industry”.
SER’s depth and breadth of experience in the
outbound teleservices industry is unparalleled. With 28 U.S. and 8
internationally issued patents, SER continues to deliver new technologies
and functionality to the market. Most recently, SER has received
industry awards for its next-generation predictive dialer, the TSP500™,
and automated quality assurance solution, SERTAINTY™.
Working
in conjunction with third party call recording systems, SERTAINTY combines
advanced speech recognition technology with user-defined business rules to
deliver fully automated quality assurance. SERTAINTY enables contact
centers to listen to 100% of their calls and analyze every
customer interaction. Rather than listening to an entire call or
monitoring only a small fraction of all the calls made in the contact
center, SERTAINTY performs highly accurate, automated evaluations of all
customer interactions and only flags calls that actually need to be
reviewed by a supervisor.
SERTAINTY provides a cost efficient way to analyze
100% of recorded calls to provide a true measurement of quality assurance
by scoring calls against a set of key performance indicators—ensuring
agents follow required scripts, do not use inappropriate language, and
deliver professional and courteous customer service.
Contact:
info@ser.com
ShoutPoint
 ShoutPoint's
IVR platform is
the perfect solution for interactive communication with your target
audience. Our IVR system uses auto dialer and predictive dialing to
reach recipients by either sending out a message or eliciting
interactions and feedback. The results are quite impressive.
ShoutPoint gives you the ability to enjoy full control without having
to own and manage the requisite software, hardware and phone lines.
Results are live and you receive reports specifying the call detail to
verify that calls are made. Our on-demand inbound and outbound mass
notification system also provides all the benefits and features of an
in-house IVR system without a large investment in equipment, software,
or support costs.
We invested heavily in building a uniquely robust network and IVR
platform. Redundancy, security and state of the art backbones were
imperative building blocks to delivering the best infrastructure in
the industry and having the ability to scale with clients as they
grow.
Interactive Communication on Demand
- Voice Messaging with digit press
through capability to your contact center
- IVR customization
- API integration to your CRM
- Predictive dialing
- Stress test your network to make
sure incoming and outgoing calls are functioning properly
Contact us today at 877-ShoutPt
(877-746-8878)
Synergy Solutions
 Synergy
Solutions is an outsourced provider of premier customer contact services
that has been continuously recognized for its commitment to quality and
ethical teleservices and customer care. Our mission is described as "Synovation"
- combining synergy and innovation to create the next generation of
customer contact solutions. We employ the power of team and the spirit
of innovation to provide our clients with flexible applications and
speed to market and this winning combination has fueled our rapid
growth. Synergy Solutions offers inbound and outbound live agent call
center solutions from seven U.S. facilities including full bi-lingual
Spanish amd French capabilities as well as access to over 4000 seats in
the Philippines. Specialized verticals include financial services,
healthcare, insurance, telecommunications, energy, publishing and
political advocacy/voter contact.
Contact:
Lori Fentem, President
Synergy Solutions, Inc.
602-296-1600
info@callsynergy.com
 Syntellect's
Customer Interaction Management solutions, including multi-channel
contact center and speech-enabled self-service solutions, are the gold
standard for contact centers in the government, insurance, financial
services, healthcare, and utilities markets. Combined with world class
professional services and our commitment to open standards, Syntellect
provides enterprises with superior customer service solutions. Our
success is measured by our ability to implement and continuously support
solutions for our customers.
Contact -
info@syntellect.com
800.788.9733
Talentkeepers
TalentKeepers®, with clients
throughout the US and on four continents, is the #1 leader in
award-winning call center solutions that get proven results in reducing
agent turnover and improving productivity. TalentKeepers' solutions
consistently achieve strong results by focusing on Retention Analytics,
Executive Engagement, the development of Retention Leadership skills for
supervisors and leaders, and by actively involving front-line employees
in the effort to boost retention and engagement. What did turnover cost
you today?
Contact us at www.TalentKeepers.com or 407.660.6041.
Talisma
 Talisma is a leading provider of Customer Interaction Management (CIM) solutions that enable companies to deliver a truly exceptional customer experience. Talisma’s CIM suite improves customer satisfaction through self-service, assisted service, and proactive service offerings. The Talisma suite includes:
Talisma Email™
Talisma Email empowers companies to manage large volumes of customer email. Customers get rapid, accurate, and consistent responses, increasing satisfaction.
Talisma Chat™
Talisma Chat allows companies to serve customers at the point of need, quickly reducing frustration, reducing costly phone costs, and driving cross-sell and up-sell opportunities.
Talisma Knowledgebase™
Talisma Knowledgebase enables companies to quickly give customers 24/7/365 information access using Web self-service. The powerful search engines ensure customers get rapid, accurate, and relevant responses. It also improves productivity by giving agents and employees common access to expert, real-time information.
Talisma Phone™
Talisma Phone empowers companies to build on their existing ACD and IVR infrastructure, adding a common interface and soft-phone technologies.
Talisma's global customers include Aetna, AOL, Aviva, Bank of America, Bellevue University, Canon, ChevronTexaco, Citibank, Coast Capital Savings, Daimler-Chrysler, Dell, DHL, HGTV, Intuit, Florida State University, Microsoft, MWB, Siemens, Sony, Sprint, TDK, T-Mobile, and the US Department of State. Talisma's headquarters are in Bellevue, WA, with sales, services and development offices located in North America, Europe, and Asia-Pacific.
Contact Info:
Talisma
10900 N.E. 4th St., Suite #1510
Bellevue, WA 98004
425-688-3800 Main
425-688-3899 Fax
800.474.1149 Toll Free
sales@talisma.com
TeleDirect
International
 TeleDirect
International is a leading provider of call center automation
solutions. The Liberation 6000 maximizes agent effectiveness for
inbound, outbound, blended and unattended agent campaigns, providing
optimum productivity levels in contact centers.
Contact:
marketing@tdirect.com
Telelanguage
 Telelanguage
is committed to providing the highest quality of over the phone
interpretation services and interpreter management software to our
customers. Our services are available 24/7/365 days in over 150
languages.
Partner with Telelanguage Inc. and you’re partnering with the provider
that Fortune 500 companies use to support their non-English speaking
customers. Our interpretation service consistently leads the industry
in customer satisfaction with our on-demand access to interpreters.
Together we can design innovative, scalable services to meet the needs
of your organization, whatever its size.
Telelanguage Inc. can add value to your organization by giving you
tools and services to grow and compete. Learn more about our Partner
Program, Global Interpreter Platform, and Over the Phone
Interpretation support services.
For more information:
Contact Edward Cavazos,
edward@telelanguage.net
Call 916-685-0154
www.telelanguage.com
The
Call Center School (TCCS)
 The
Call Center School (TCCS) provides a wide variety of training and
education programs for the call center professionals utilizing a variety
of delivery mechanisms:
- Instructor-Led Courses. TCCS delivers traditional instructor-led
training on a wide variety of call center topics. One-day and two-day
courses are delivered on a public basis, or can be delivered as a standard
or customized on-site seminar. Popular topics include Call Center
Supervision 101 and Workforce Management 1-2-3.
- Web Seminars. TCCS has developed a comprehensive set of seminars
that combine the benefits of a live instructor minus the disadvantage of
travel. The 26-topics of the Masters Series in Call Center Management are
delivered as 90-minute seminars weekly via the Internet. Students may
select a People Management track or an Operations Management track with
certification granted for successful completion.
- e-Learning Programs. TCCS also provides an on-demand, self-paced
curriculum for front-line agents called Call Center ABCs: Fundamentals for
Call Center Staff. This 15-topic curriculum covers all aspects of call
center operations and is a perfect program for new agent orientation or a
refresher for experienced staff.
Recognizing there is no such thing as “one size fits all” education, TCCS
also specializes in consulting and customization of education programs to
fit the needs of any type or size of center.
Contact Information:
The Call Center School
790 Harding Place
Nashville, TN 37204
615-812-8400
info@thecallcenterschool.com
www.thecallcenterschool.com
The Phone Coach
 The Phone Coach - The Phone Coach provides customized
phone training to improve telephone customer service in your
organization by improving the phone skills and telephone etiquette of
your team members. Services include customized training programs, call
audits, telephone customer service audits and reports, on-site
training, personalized coaching, and call scripting.
Contact:
Chris Young
Founder and President
The Phone Coach
116 North 5th Street
Bismarck, ND 58501
701-530-0806
866-988-7246
http://www.thephonecoach.com
UCN, Inc.
 UCN, Inc., is a
provider of on-demand contact center software and business
telecommunication services delivered over the UCN™ national VoIP
network. UCN has integrated it’s advanced contact handling applications,
called inContact™, with its telecommunications products –dedicated voice
T1 (the Intelligent-T™), switched 1+ service and toll free numbers,
enabling our customers to improve the quality of their customer contacts
and the productivity of their reps.
Today, the product is supporting a number of solution areas including
multi-site customer support operations, customer service groups with
at-home workers, inside sales, collections, direct response marketing
applications, reservation operations, answering services and outsourced
call center companies. As a managed hosted services provider, when you
implement advance contact handling services from UCN, you gain access to
a wide range of features and functions that can be applied in a custom
application to solve that one nagging problem that has been too
expensive or too costly in terms of technical support to solve using
traditional methods.
InContact supplements existing, onsite PBX systems with inNetwork®
call-handling services, bringing advanced IP services to the customer
site without requiring the customer to upgrade to IP-based onsite
equipment. UCN customers pay by-the-month. No large upfront capex is
required, on-going technical team is needed to support the solution.
Using inNetwork services, customers can quickly scale up or down to meet
capacity requirements driven by unexpected business opportunity,
short-term projects or seasonal fluctuations. In contrast, onsite
solutions may sit idle between peak periods. Because calls are managed
within the network, on-hold calls are queued in the network. Basic IVR
or sophisticated self-service IVR integrated with a customer’s CRM
system are supported. Call flows can be programmed so that calls are
routed by skills, by time-of-day, by geographic proximity to the call
origination point. Agents can be working in-office or at-home, inContact
views geographically dispersed groups as one unified team, for all types
of contacts – voice, email, fax or chat. You can program an application
to record every X call. Supervisors can remotely monitor live calls or
listen to recorded calls when they have time. Real-time and historical
reports are available. InControl, a drag-and-drop programming tool is
available for creating custom call handling flows.
Download White Paper
Jan Johnson | Vice President Marketing
Direct|Voice|Fax . 888-983-3762
VERICON RESOURCES, INC.
 Vericon
Resources is a certified, woman-owned business (WBENC) that provides
background screening services for companies who
understand the importance of managing risk in their employee hiring
process. Since 1988, Vericon has been a leader in the
background screening industry and continues to provide the best
customer service to all of its U.S. and international clients.
Vericon’s user-friendly, web-based applications FactsTrack Online,
eEmployMe, and DirectCheck, gives you easy access to applicant
reporting results 24 hours a day and an online application (branded
with your company logo) which offers you the convenience of immediate
application accessibility to identified candidates. There is no set up
fee or charge to use Vericon's online applications - you pay only for
services rendered.
We offer today's best technology, without losing sight of the
importance of responsiveness, customer service and follow up. Based on
services requested, you can receive same day results!
Contact:
John D. Howell
Director of Sales
Vericon Resources
2358 Perimeter Park Drive
Suite 370
Atlanta, GA 30341
Tel: (800) 795-3784 or (770) 457-9922 etx. 223
Fax: (800) 915-1020
E-mail: johnh@vericon.com
Internet: http://www.vericon.com
 VPI (Voice
Print International, Inc.)
Capturing Real Time Intelligence. Delivering Real Time Results.
VPI is a leading innovator and provider of integrated call
recording, quality monitoring, and workforce optimization solutions that
capture real time intelligence – delivering real time results. Through
its Activ! Performance Suite™, VPI enables organizations of any size or
kind to capture, evaluate, and analyze traditional voice, VoIP, video,
and Web interactions to help improve workforce performance, build
customer loyalty, minimize risk, and ensure regulatory compliance. VPI
call recording and workforce optimization solutions are designed with
reliability, adaptability, and expandability in mind to accommodate
changing technologies, customer needs and legislation.
VPI embraces the concept that within every customer interaction
there is an opportunity to empower employees to work more effectively
and efficiently, and an opportunity to improve customer loyalty from
understanding customer needs and perceptions. VPI’s commitment to
excellence and dedication to providing superior customer service has
resulted in an unmatched customer loyalty rate of 98%. Many VPI
customers realize a full ROI in as few as 6 months. Visit
www.VPI-Corp.com to register for a live interactive
demonstration and download free white papers and resource guides.
Contact Information:
Patrick Botz
Director of Marketing
VPI
Toll Free: 1-800-200-5430
Email: Info@VPI-Corp.com
Web:
www.VPI-Corp.com
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