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Testimonials from Leading Providers of Call Center Products and Services - A Publication of Call Center Times
Cutting Edge Providers Of Call Center Products And Services ...

September 19, 2018

Cutting Edge Providers Of Call Center Products And Services  

Companies with logo are listed in the
Buyer's Guide

Call Center Optimization Group ( is a full service call center consulting and referral service assisting companies with all of their contact center needs including Attrition Reduction, Site Selection, Process Improvement, Technology Solutions and much more. “CCOG” also has one of the largest BPO Call Center Networks anywhere in the world. Our Partner Referral Experts are standing by to match your company’s call center needs with the perfect BPO Call Center Partner for your business. At “CCOG”, we consider YOUR business, to be OUR business! Contact us today at 1-888-650-5880


Triwest Communications

Long considered a ubiquitous commodity in the call center space, many long distance providers engage in the “race to zero” using creative tactics to maintain profitability. The use of automated dialers (ATDS) by call centers can hide negative carrier KPI’s like Post Dial Delay and Failed Call Ratio.

Today’s regulatory environment has changed the way we engage clients with the use of social media, email, chat, etc. Even with these advances, telephone communication reigns supreme.

If you find that you’re now doing more manual dialing and if you haven’t evaluated your service provider lately, you may be suffering declines in contact rate, list management and overall productivity.

Triwest was formed to support call centers in their evaluation of three services specific to these concerns:

1. Carrier service quality and cost.
2. Hosted call center platforms (ATDS and Manual)
3. CNAM Service “What’s on Your Caller ID?”™

These three Triwest core services are designed to maximize contact rate, increase quality, reduce cost and enhance regulatory compliance. Our analysis is free and our recommended options will always withstand market scrutiny.

Call 800-910-4TWC (4892) or visit for more information or to request a free consultation with a call center solutions expert.
Quality Voice & Data provides an efficient way for call centers to send and receive text messages. We will text enable your Local Caller ID numbers. Our web-based application allows 5 concurrent users to engage in one-on-one text conversations with prospects or customers. Quality Text Tool can be set up in less than 5 minutes. When leaving a voice mail say ”call us back or text us, whichever is easier”. Being used today for customer service, password resets, meeting confirmations and sales to increase customer satisfaction and reduce FTEs. No software to configure or install. Text us today at 516-656-5115.
Sencommunications, Inc. is a Nationally Certified Woman Business Enterprise (WBE) and Woman Owned Small Business (WOSB) with over 28 years of experience in the Call Center Communications and UC Products and Services field. Sencomm partners with industry leaders such as Plantronics, Jabra, Logitech and Lenovo to support your team with onsite deployments, custom designed corporate catalogs, Out of warranty repair services, free lifetime tech support and strategic adoption tools. We understand the value of customer service and are committed to our core values of innovation, integrity and honesty. To find out more about our many products and services, click here.
CH Consulting Group

With more than a billion hours of managed dialing experience, Christa Heibel has made a name for herself in the BPO/Contact Center space over the past 20 years. CH Consulting Group combines Heibel’s extensive industry expertise with professional knowledge from across a wide range of industries. The result is a full suite of services for businesses ready to realize next-level results. The CHCG team’s wide-range of experience allows us to provide scalable services based on clients’ needs. From long-term interim leadership, short-term monthly support, single project executions and complete outsource management, CHCG delivers proven results.


Ulysses Learning

Ulysses recently received a patent for its “Overlay Modeling” software system, which is the foundation for its contact center customer service, sales, and coaching training. The system transformed the way computer-based training is developed and has been cited by Microsoft, IBM, and Reuters as being foundational to the development of their own innovative software products. Ulysses develops decision making and advanced conversation skills which inspire and excite agents, engage and support leaders, and impress and delight customers, helping customers feel respected and cared for. Ulysses’ programs also feature an innovative web-based coaching support system and revolutionary online, game-based SkillBuilder™ tool. (More)

SmartAction is the only provider of a fully automated voice and digital-enabled omnichannel solution, running in the cloud and powered by artificial intelligence. IVA® is a centralized AI engine that automates customer service across voice, SMS text, chat, mobile, and social media. Using IVA®, companies deliver effortless customer self-service across any of the channels their customers choose. To learn more, check out our insights at

Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premise hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.

Sharpen’s contact center platform is scalable, flexible, reliable, secure, and future-proof.

• Built on open APIs, enabling easy integrations
• Runs on AWS
• 99.999% uptime
• Omni-channel – voice, SMS/MMS, web chat, email
• Secure – 256-bit encryption
• HIPAA compliant
• Cloud-native


Customer Service Professionals Network ( is a collaboration between industry experts, consultants, and senior customer service professionals from a range of influential corporations and organizations. CSPN wants to help you create the right customer experience for your customers in your industry within your budget. They offer their members not just a powerful expert network, but also professional development programs, customer-centered consulting services, and customized training solutions. And CSPN isn't just for members, offering public events in addition to member services. Join us for our 20th annual Customer service conference on May 15-18, 2017 in Toronto Ontario. Contact centre tours, 20 speakers, cocktails, workshops and expo. for details.


Quality Voice & Data

Quality Voice & Data provides an efficient way for call centers to send and receive text messages. We will text enable your Local Caller ID numbers. Our web-based application allows 5 concurrent users to engage in one-on-one text conversations with prospects or customers. Quality Text Tool can be set up in less than 5 minutes. When leaving a voice mail say ”call us back or text us, whichever is easier”. Being used today for customer service, password resets, meeting confirmations and sales to increase customer satisfaction and reduce FTEs. No software to configure or install. Text us today at 516-656-5115.


TeleMangement Search was founded in 1985 as the first recruiting firm dedicated to the emerging contact center channel.

Originally founded as Telemarketing Recruiters, a recruiting resource dedicated to outbound telemarketing management searches, our focus has transitioned as the industry has transitioned to include all facets of contact center recruiting including inbound sales, inbound service, web chat, text SMS/Mobile and email service.

We recruit executive and management talent for companies who offer customer service or sell products and services to businesses and consumers utilizing inbound, outbound eCommerce and mobile channels.

CLICK HERE to see what our clients say about us.


Listen Trust
ListenTrust is the leading bilingual contact center for Spanish and English agent services, with a focus on strengthening the person-to-person connection to create awesome brand experiences. Services include inbound and outbound sales, nonprofit fundraising, customer service, e-commerce, campaign planning, scripting and advertising production services. Focusing on measurement, training and a sales psychology, ListenTrust turns the person-to-person customer interaction into revenue. Our clients are often elated to have us on their team “as a partner and not just another vendor.” For more information about our work, visit


Fonolo is the leading provider of cloud-based call-back solutions for the contact center. The company’s innovative products improve the way call centers interact with their customers by seamlessly replacing hold time with a call-back. Regardless of where the conversation begins – on the web, mobile or by phone – Fonolo quickly and conveniently routes customers through the call center, connecting them to the right agent and eliminating hold time. Learn how Fonolo can help you reduce abandonment rates, smooth out spikes in call volume, and improve the customer experience, by reading this complimentary whitepaper, “The ROI of Call-Backs for Your Call Center”.


Televergence Solutions (TSI) 

Televergence Solutions (TSI) is a telecommunications carrier who offers High Call Completion and High Call per Second Inbound Toll Free and Outbound Long Distance. Their Customer Service as a Competitive Advantage is supported by C-Level Account Management. This high level oversight provides the rapid and efficient identification of issues that impact call completion rates, customer and agent satisfaction levels, and profit. Coupled with competitive rates, customers have a high level of confidence that their calls are being completed and profits are being maximized. The company maintains an on-premise TDM to SIP conversion capability for legacy platforms, offers a loan equipment program for TDM to SIP conversion customers, and a “Free Trial” offer to pre-qualified candidates. They attribute over 30 years of success to quality and competitively priced solutions, consistent ownership and leadership, and an exemplary regulatory history and reputation. 

Tanya Youvan 
V.P., Business Development & Marketing 
Televergence Solutions (TSI) 
(800) 706-5199 (Toll Free) 
213.943.2026 (Office) 


"Listen to Your Customers, Improve Your Business"
CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including recent surveys conducted by DMG Consulting and Ovum. For more information, please contact CallMiner at (781) 547-5666, or visit
Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Solutions include Cloud Routing, Inbound ACD, Outbound Dialing, Call Tracking, Interactive Voice Response (IVR), Voice Broadcast, Disaster Recovery, Predictive Dialer, Real-Time Telemetry, CDR Reporting, Live Agent Chat and more. Through a consultative approach with each customer interaction, Connect First builds customized solutions to meet the needs of a discerning customer base.
Visit for more information or a free consultation with a contact center solutions expert.
Convergys is a global leader in customer experience outsourcing. Across 150 locations in 33 countries, we offer integrated analytics, consulting, and technology solutions that deliver superior business growth, care, and support for our clients. Cross-channel orchestration continues to be one of the most challenging aspects of customer experience. The ability to manage that experience as one seamless interaction is the key to a satisfying, low-effort, personalized service. In response, Convergys has launched the Customer Interaction Hub 2.0. The Hub uses data to understand context and intent, and guide customers to the resources that can best serve them, such as specialized agents or low cost self-service channels.
To find out more about Convergys, visit:

VPI makes contact center workforce optimization (WFO) and reporting easy. The integrated VPI EMPOWER Web-based software suite – including call and screen recording, speech and data analytics, quality assurance, business intelligence, workforce management and E-learning – empowers organizations to find and fix issues faster, ensure compliance, automate workflows, and boost customer satisfaction and revenues. Learn why the world is talking about VPI at:

The Connection®

The Connection® provides proactive contact center solutions to your most challenging customer experience issues. We offer customer service, help desk and technical support services via live operator, email, text, live web chat, social media, and brand interaction/reputation monitoring. The Connection® is a leader in the call center industry, leveraging a combined 150 years of experience to successfully achieve our Client’s goals. In addition to call center solutions, we also provide consulting services that maximizes your customer experience in the most cost-efficient way as well as eLearning solutions for call centers looking to effectively, efficiently train their internal call center agents.



Parlance helps leading healthcare organizations and large enterprises improve the customer experience and reduce time on call for agents. Parlance’s proven smartDialog® technology dramatically reduces the amount of PBX-type calls that get to agents and also reduces agent-to-agent redirects. The end result is a faster, easier, and more natural interaction for callers, and greater agent availability. Parlance solutions are simple to implement and come fully managed and supported -- easing the IT burden and guaranteeing performance. To learn why most call centers need our help, check out our new caller experience data at

Why E Smith Realty Partners is on the Cutting Edge of Site Selection
By Susan Arledge, SIOR
Managing Director, Global Site Selection Services

E Smith Realty’s Global Site Selection team specializes in providing site selection services for headquarters, e-commerce, distribution and fulfillment operations, shared services, back office, claims processing, call center, and the customer support industry. We have negotiated over 10 million SF in the US, Canada, Mexico, Latin/South America, Caribbean, UK, Asia, and the Philippines.

Our goal is to assist our clients in finding a market and location that reduces attrition, increases productivity, improves quality of service, allows them to find a labor force that meets their quality standards.

Our sophisticated tools and forecasting solutions assist our clients in making evidence-based decisions that reduce risk, and ultimately cost, in a timely manner. Our labor analytics will prove, in highly specific terms, how workforce decisions can assist in making sound real estate decisions—not the other way around.


HeyWire’s Business Messenger and LiveText Agent apps enable customer texting for existing business landlines or 1-800 numbers for secure, two-way text conversations between your call center agents and/or business professionals and customers. Use your office phone numbers to send and receive texts using their mobile phones, tablets, or office computers. Customer-facing staff can safely text without exposing their personal numbers or mixing personal and business text conversations. Contact Center agents can send texts and engage with customers in real-time, or customers can text-in to existing 800 numbers.


IFB Solutions

“Our Vision is Working” is the mission statement at IFB Solutions of Winston Salem Industries for the Blind. IFB Solutions offers unique call center services with visually impaired or blind employees. Our highly motivated virtual workforce perform at levels above their sighted peers. With extremely low turnover and high workforce adherence, IFB Solutions can offer a flexible and scalable workforce, whether seasonal, holiday or full-time/part-time virtually. Our talented workforce has experience serving most industries with customer care, sales and technical support. With the use of assistive, easy to install technology “Our Vision is Working” today!




OnBrand24 is a leading, domestic contact center outsourcer with over 30 years of experience. Our brand ambassadors passionately, and professionally maintain your brand messaging across all content channels- phone, email, live chat and social media monitoring. With 3 locations and over 500 seats, OnBrand24 is the chosen solution for companies who desire enthusiastic, empathetic representatives who maximize order size and resolve customer concerns in one call. Contact us to see why over 150 companies choose to work with us, with an average tenure of 5 years and running. Download our Lifetime Value of a Customer Calculator to see how OnBrand24 can help you keep customers for life, maximizing revenue and profit.

Contact us at : 855-ONBRAND (855-668-7263)
Email us:
Visit us:
Download the Free Lifetime Value of a Customer Calculator:
Twitter: @OnBrand24


For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. When it comes to business process outsourcing, more organizations are seeking strategic partners that help them offer specific language or cultural skills from key locations worldwide. CGS continues to address this need for its current and future customers. In 2015 alone, CGS expanded its BPO services in Chile and established its first office in Israel. Such expansion offers quality resources that strategically align with CGS’s entrepreneurial culture and the business needs of its customers.

To stay up to date on news, please visit the CGS site.




Outsource Consultants ( are 22 year call center outsourcing experts helping companies find the best outso

urce call center and BPO solutions. We have many experienced USA and global outsource contact centers that can assist you with any services you may need. We do not charge you anything for recommendation services and you have no risk in taking our advice. We can save our clients significant time, reduce costs by 20% - 70%, increase vendor performance, and help minimize risk when switching or selecting new outsource call center partners. Contact us at or 952-303-2478.



Talkdesk is the world's leading cloud-based call center software solution. Our easy-to-use out-of-the-box call center software solution helps growing businesses improve customer satisfaction, while simultaneously reducing customer support costs.

Using Talkdesk, businesses can create an entire call center in the browser in 5 minutes. Unlike other outdated and costly solutions that require a long setup and big upfront investment, Talkdesk requires no phones, no hardware, no coding and no downloads - all that is needed is a computer and an Internet connection. With one click, Talkdesk integrates with Salesforce, Zendesk, Shopify, Infusionsoft, Olark and others to provide comprehensive information about customers.


Interactive Intelligence

In 2015 Interactive Intelligence reinvented itself by developing from scratch a first-of-its kind cloud contact center service called PureCloud Engage℠. This service disrupted the customer engagement industry by offering the first solution to combine the unique advantages of microservice architecture running on Amazon Web Services, with rich omnichannel customer engagement, communications and collaboration services. This solution enables contact centers to accelerate business impact, deliver more consistent outcomes, and innovate the customer and agent experience. Interactive Intelligence also offers a single-tenant customer engagement cloud service, and an on-premises customer engagement software suite. As a result, the company gives contact centers the widest array of deployment options, along with maximum investment protection should their business needs change.

For more information, visit

Convergent Contact Solutions

Convergent Contact Solutions is a highly responsive, integrated customer engagement organization helping client’s optimize relationships with their customers through enhanced, unified communication. We deliver customer service programs that enhance brand equity, enrich the customer experience and establish customer loyalty. Convergent offers multi-channel platform; voice, chat, e-mail and back office solutions, powered by leading edge technology and decades of expertise. Our award winning technology assures maximum productivity, quality and compliance. We have received several awards for our unique program CEScore that encompasses Gamification. Learn more at our website:


TeleDevelopment Services

For 25 years, TeleDevelopment Services has been at the forefront in helping U.S. companies and contact centers drive bottom line performance by keeping down operating costs while increasing revenue without compromising results or customer satisfaction.

Whether you are outsourcing or offshoring for the first time, or looking to establish your own operations, TeleDevelopment Services can provide full end-to-end business support. From market analysis and business case preparation, vendor RFI and selection, strategic planning and business incorporation, all the way through to full implementation, project management, recruitment and training, managed services and more.
TDS LinkedIn Page


VOZIQ helps contact centers leverage post-call agent notes as a strategic data source to generate actionable intelligence about customer sentiment, intent, and effort. These insights help contact centers address customer experience issues, predict and prevent customer churn, and significantly improve contact center metrics such as first call resolution (FCR), customer satisfaction scores, self-service rates and reduce call transfers.

VOZIQ’s contact center solutions leverage its cloud-based text analytics platform to capture customer interactions from agent notes and surveys, integrate them IVR exit points to understand granular call reasons. This combined IVR & contact center information is further integrated with customer data from CRM and billing systems, and deliver unified analytics about customer sentiments, issue types, root causes, and their correlations with customer demographics, tenure and geo-location to uncover actionable opportunities to improve contact center performance.
Many reputed companies have deployed VOZIQ’s solutions, and have realized significant ROI.
To understand how VOZIQ turns your latent contact center assets into strategic customer intelligence, download these free resources.



Envision Click2Coach has had a long tradition of helping companies capture customer experiences for strategic insights and operational excellence. Click2Coach is an enterprise featured workforce optimization (WFO) solution, and can be implemented on-premise or in the cloud. Click2Coach Cloud is reasonably priced through a subscription, easy to install and fully featured on all Cisco platforms.

Click2Coach customers have reduced costs by 26 percent and increased efficiencies by 46 percent. We help manage key performance indicators including costs, quality, productivity agent, service level and call handling metrics that help you keep a pulse on your customer experiences as well as manager and agent interactions.


Verint® is a global leader in Actionable Intelligence®, which has become a necessity in a dynamic world of massive information growth. By empowering organizations with crucial insights, Verint solutions enable decision makers to anticipate, respond and take action, and make more informed, effective and timely decisions. Our solutions are designed to address three important areas of the actionable intelligence market: customer engagement optimization; security intelligence; and fraud, risk and compliance. Today, more than 10,000 organizations in over 180 countries—including over 80 percent of the Fortune 100—already benefit from this vision. Learn more at and NASDAQ: VRNT. 



Richardson is a global sales training and sales force effectiveness company.

We have over 30 years of experience creating customized sales training solutions that build organizational ability and improve individual skill necessary to grow profitable sales. Our approach is highly collaborative, with a focus on enabling the right sales activity and effective customer dialogues at every stage of the selling cycle. To help you achieve your goals, we partner with you to develop a culture of continuous learning that drives sustained improved performance. We provide a Sales Effectiveness system that consists of assessing skill, customized training, and a series of integrated learning sustainment tools to ensure knowledge retention. We partner with some of the largest and most sophisticated companies in the world across all major business sectors providing an emphasis on the necessary skills to execute your sales process. Our solutions are delivered to the highest standards by authentic, passionate and experienced people. 

For Call Centers, we offer both online and instructor-led classroom training that covers topics such as negotiations, consultative selling, telephone selling, and customer care. Click here to learn more about our 
Sales Effectiveness System

Contact Information: Meghan Steiner – 


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 online subscription service. 

To Contact Pipkins:
Toll Free (within US) 1-800-469-6106


Quality Contact Solutions

Quality Contact Solutions provides telemarketing and call center solutions that achieve sales results. Since 2007 they have been a premier choice for B2B telemarketing. Their expertise in Telemarketing, Lead Generation, Appointment Setting, Outsourced Telemarketing and Qualified Sales Lead delivery shows the versatility and expansive knowledge of their team. Many companies have partnered with QCS to reduce the time and cost associated with outbound programs.

QCS is led by owners Dean and Angela Garfinkel. The organization has been recognized by the industry as a Call Center subject matter expert and leader in sharing of best practices. The principals of QCS have received numerous awards and accolades over the years including: appointment to the PACE National BOD and elected as Treasurer, appointment to Chapter BOD, Chair of Marketing, DMA Teleservice Council, recipients of Fulcrum, Foundation and Chairmen’s awards. In addition publications such as Call Center Times and Connections magazine recognized QCS management as subject matter experts by publishing numerous articles over the past 5 years on topics related to best practices, compliance, call center technologies, training, and defining goals.
Call us today at 877-755-9188. Or visit our website:
Quality Contact Solutions



GC Services is one of the nation’s largest privately-held multi-channel and multi-lingual customer contact center outsource providers in the United States. For over 58 years, GC Services has provided award-winning outsource solutions including customer care and accounts receivable management solutions for both public and private sectors across many industries. With an average client tenure of 13 years (many having 20, 30, 40, and even 50+ years of partnership), we have built a solid reputation through our ability to deliver superior results while maximizing customer value and minimizing operational costs, all while protecting and promoting our clients’ brands. 

Consistency, dedication, professionalism, and trust are what you can rely upon with GC Services. Please contact us at 713.776.6625 or via email at to discuss how our programs can match your goals and objectives. Visit us at


PowerHouse Counsulting, Inc.
“We simplify complex business processes.”

Founded by Kathleen Peterson in 1987, PowerHouse Consulting is an internationally recognized management consulting firm specializing in all aspects of Contact Centers and Telecommunications. We offer Strategic Planning, Contact Center Assessments and Solutions, Telecommunications Assessments, IT Assessments, Workforce Optimization, Outsourcing Management, Custom Learning Programs, and Procurement Management. Chief Vision Officer Kathleen Peterson is a sought-after expert in the in the field of Customer Experience.

PowerHouse works with top leaders across Fortune 500 companies to develop plans that align operational practices with corporate vision. We combine business savvy and technical acumen to yield quick, practical, and cost-effective results. We have collaborated with hundreds of clients across the U.S. and Canada - working with organizations of differing sizes and with varying budgets. PowerHouse has performed assessments for Contact Centers ranging from five to 3000 seats and across industries. These include B2B, Catalog/eCommerce, Education, Financial Services, Government, Healthcare, Insurance, Marketing/Media, Non-profit, Technology, Telecommunications, and Utilities. Dozens of repeat clients continue to be our best endorsement.

As members of the Society of Communications Technology Consultants (SCTC), PowerHouse has no formal relationships with vendors of telecommunications, cabling related equipment, or software. We are the two-time recipient of the Members’ Choice Award - Best in Class, Best Consultancy Company in the Americas Region - from PowerHouse is certified as a WBE in MA and NY and as a DBE in MA and NH.

Kathleen is widely published and has shared her humor, philosophy, and experience in keynotes in the US, London, Paris, Turkey, Dubai, and Hong Kong. Kathleen’s insightful Rants and Raves are featured monthly in Call Center Times. Her new book, Backstage at the Customer Experience: Musings for Contact Center Leaders, is available on Amazon.

Contact us at or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at

Customer Relationship Metrics
Customer Relationship Metrics improved it's high performance Voice of the Customer services by improving it's Survey Calibration process. This process remains the only process in the contact center industry that greatly enhances the integrity of contact center VoC programs by increasing data accuracy and agent report card generation; and it got even better by adding more advanced customer comment coding and analysis capabilities. Get tons of complimentary tools and self-assessments at:

Jim Rembach
Certified Emotional Intelligence Practitioner
O: 336-288-8226
M: 336-202-1032
Send me a LinkedIn invite:
Sound Telecom
Sound Telecom is a leading nationwide provider of 24-hour telephone answering services, call center solutions, and cloud-based phone systems professionally serving valued customers since 1986 with USA based agents. In order to bring a more rounded business communication experience to the table, Sound Telecom has built out their Solaxis division to provide email, VoIP phones, hosted voicemail, website analytics, and more to poise themselves on the cutting edge. By building customized plans for all kinds of businesses, Sound Telecom is able to help companies increase their sales, enhance customer service, and truly brand their communications.

To learn more about Sound Telecom, please visit us at, email, or give us a call at 800-577-1550.

Voxbone is the market leader in providing virtual local phone numbers (DID numbers). Contact center providers and BPOs choose Voxbone because it delivers carrier-grade services in more than 55 countries and 8,000 cities and has a distinct advantage in the following key areas:

· Global coverage

· Powerful Web portal & API

· Simplicity

· Quality of service

Today, contact centers operating internationally have agreements with multiple voice carriers for their international coverage, charging per-minute fees for the international transit of inbound calls. This results in high telecommunication costs and administrative burdens for contact centers and their customers.

Voxbone has a better way. Contact centers operating internationally benefit from the simplicity of working with a single service provider for all of the countries they serve. Voxbone also allows real-time provisioning and configuration, so contact center providers can quickly and efficiently deploy best-in-class, global services.

With the introduction of its WebRTC service last year, Voxbone also allows contact centers to easily deploy high-quality, secure click-to-call services on existing infrastructure.

Contact us at or by visiting
Upstream Works
Founded in 2000, Upstream Works uses interaction management as a way to simplify and understand the entire customer experience. Our solutions focus on First Contact Resolution and reflect our core philosophy that providing the best customer service is the most affordable, profitable option for any company.

Upstream Works for Finesse is an omnichannel smart agent desktop that enhances Cisco Finesse with easy to use gadgets that are designed to improve the agent, business and customer experience, regardless of how they contact you. It integrates with applications such as Microsoft Dynamics®, Salesforce® and more.

Telephone: 905 660 0969
Toll Free: 800 808 5220

For over 35 years, AlignMark has created high-impact hiring solutions.

Our newest online interviewing and recruiting system for call centers goes far beyond an online application or static video interview. AccuRecruiter offers a truly interactive and engaging experience for job candidates.

This unique “2-way” video interaction allows candidates to learn about your company and its employment opportunities, while allowing you to assess the candidate’s experience and preferences relative to open positions. Based on the data collected by both parties, decisions regarding next steps can be made in real-time. For a look and for access to related recruiting whitepapers visit

VXi Corporation

VXi Corporation provides the best-performing headsets, telecommunications and speech recognition solutions for the benefit of contact centers around the world. Not only is our superior performance proven (by independent, third-party testing), the benefits of that performance—in customer satisfaction, agent engagement and increased revenue—are also well documented. You can see VXi’s commitment to customer value in every product we sell. From the one-of-a-kind UC ProSet LUX™, the only headset with a built-in LED Visual Presence™ indicator, to the value-packed CC Pro™, the high-performance headset without the high price. VXi is The Sound Choice™. Learn more at
Inova Solutions

Inova Solutions is a global provider of real-time performance management solutions that help contact centers improve their operations through the use of actionable, real-time metrics and consolidated reporting. Reporting outputs include multi-media digital signage, customizable web-based dashboards, desktop applications and LED wallboards.

Company Specialization:
Whether your contact center is a customer service center, technical support, collections, or sales center or a combination of these, Inova’s real-time performance management solutions will ensure your team receives the key real-time information it needs to be successful. Solution packages include:

Customer Service: Inova Solutions provides a solid service foundation by helping you identify and track customer-centric metrics such as CSAT scores, first-call resolution, hold and transfer times, and quality scores in context with more traditional KPIs. Our consolidated reports also enable you to view and manage metrics for new channels of communication such as chat, email and social media.

Sales: If you’re managing a contact center that is responsible for driving sales
revenue and you need better visibility of KPIs, or you simply want to showcase your team’s contribution to your organization’s success, Inova’s real-time performance management solutions can help. Our solutions let you see up-to-the-second sales data from your Salesforce CRM, or standalone sales database along with contact center performance metrics.

Help Desk Support: Call center help desk managers use Inova real-time performance management solutions to view, track and prioritize support cases from their incident-management systems like Remedy, ServiceNow and ServiceDesk, along with relevant performance metrics from their contact center systems.

Collections: Inova Solutions helps you achieve your collections goals by providing your representatives and supervisors with the right tools for tracking successes and monitoring inbound, outbound and automated dialer campaigns on consolidated dashboards and wallboards.

Case Studies - Client case studies for Avaya, Cisco, ININ and Genesys platforms highlighting the benefits and performance gains achieved using real-time performance management solutions from Inova.

White Papers - Contact Center industry experts Jay Minnucci and Donna Fluss cover topics such as; “The Impact of Real-time Data on Key Contact Center Management Challenges” and strategies to “Improve Contact Center Performance with Real-time Metrics”.

Video – Meet Sandra and learn how Inova's Real-time Reporting helped her to improve her contact center's customer satisfaction.

________________________________________________________________ web-based Communication Training is a powerful web-based learning platform which offers your team access to a complete library of customer service and communication training resources. This interactive system features streaming video chapters, quizzes, post-quiz feedback, key points reminders and certificates of completion. A robust administrative management system is also included. Over 100 modules of training is a hosted solution, meaning there's no hardware to buy or software to install on your network. Your team will sharpen skills and improve performance using any web browser. The platform is intuitive to operate which reduces the hassles common with other online learning.

Content is powered by Telephone Doctor, America's favorite customer service training brand, which has helped over 30,000 organizations improve the way they communicate. is available via an annual, all-inclusive subscription and pricing is based on the usage tier level that fits your needs.

Take the 2:20 minute tour at

Contact Solutions
Contact Solutions, a leading provider of cloud-based customer self-service solutions, is on the cutting edge of the customer care arena thanks to our My:Time mobile solution, which is the first mobile solution that delivers on demand customer care, supporting users’ mobile, flexible lifestyle without interrupting mobile experiences. Our solution gives customers the freedom to start, stop, and resume interactions at their convenience without the frustration of repeating information. My:Time provides support for customers even before they ask for it – invoking proactive help options when behaviors identify need for support, improving customer experience, driving app adoption, and eliminating mobile customer abandonment.


Infutor Data Solutions provides unique consumer identification services for inbound call centers, as well as TCPA compliance for outbound telemarketing. Our new, enhanced call routing solution allows you to identify specific characteristics about your inbound caller, in real-time as the call come into the line, and instantly route the call to specific sales agents based on the custom profile of the caller. This comprehensive solution has been resulting in a 7% lift in customer sales conversions.


OpenSpan ( is an industry pioneer in desktop automation technologies that support transformation initiatives focused on driving revenue growth, customer lifetime value and operational efficiency. The company’s solutions are optimizing billions of transactions within contact center, back office and critical process business units in organizations throughout the world. OpenSpan technology enables companies to leverage an iterative approach to improving processes, automating work and creating efficiencies that minimize costs and boost profits. OpenSpan most recently introduced its new OpenSpan Automation 7.0 suite of solutions designed to accelerate automation, agile desktop and robotics solution development. Leveraging the newest agile desktop and interaction framework components, organizations can build more robust automation and agile desktop solutions that support transformation projects designed to minimize costs and increase revenue.

Headquartered in Denmark, a country that leads the world’s sound technology, ADDASOUND is a top global manufacturer and provider of intelligent voice and unified communication devices.

The founders are a reputable team with strong expertise in electro-acoustics, whose members built an international reputation through developing and designing many award winning products. Our products target users from multiple vertical markets and environments such as call centers, office users and mobile workers.


High call volumes in call centers have put forward higher requirements for headsets to have long time wearing comfort, excellent noise cancellation and durability at an affordable price. In order to meet these demands ADDASOUND has developed the Crystal series product line (models 2801, 2802, 2821 & 2822). This family of headsets provides both monaural and binaural wearing options with direct connect cables for Cisco, Avaya and other desktop phones or USB to your PC. The Crystal series provides superior audio quality by using noise cancelling microphones that filter out ambient noise and highlights your voice, 150-6800Hz wideband audio processing to ensure natural sound transmission and 112dB maximum volume control to protect your hearing under intensive usage.

Caras Training

Caras Training is a consultative training organization which specializes in customer service, sales, retail and coach learning and development programs. We work with clients to improve the way their front line staff engages with customers and prospects in the store, in the boardroom, on the phone and by email. Our clients include publicly traded corporations, privately held companies and non-profit organizations.

We create highly customized learning modules and implementation programs that go far beyond what pre-packed or canned training content can achieve. Custom audio, video, case studies, and elearning reduce training time and increase adoption of new skills for companies and departments of all sizes.

Clients get powerful methodology for influencing customers and prospects and creating long-lasting relationships.

Consider a collaboration with us when your firm needs to make the most of every interaction with customers and prospects. That’s how our training solutions become your powerful results. By phone, email, live chat or in person, your sales, service and support teams can do more in less time when they know how.

Ronna Caras
President, Caras Training

At Vocalcom, we believe innovation and technology have too often failed to penetrate Contact Centers because of the complexity of their design & implementation. By providing a comprehensive set of innovative capabilities, designed with the end user in mind, we give managers a fast & simple access to contact center best practices & rich-media engagement. Organizations of all sizes can provide personalized experiences while radically improving loyalty, sales performance, & business agility - an amazing experience for employee and customers while creating deep and powerful customer connections - Across every channel - At every interaction.

Our primary focus is to enable companies to scale up and down quickly with “instant-on” capabilities. Our cloud contact center solution is designed from ground up to rapidly respond to business changes, and quickly push out new market offerings while improving the effectiveness of every customer interactions - with no IT support required. Vocalcom has designed cutting-edge solutions that provide all the new capabilities you need to create great multi-channel customer experiences - all from the cloud within an intuitive and easy to use application. Awesomely Powerful and Easy-to-Use. That’s what makes Vocalcom so different.

________________________________________________________________ is the #1 global provider of international virtual
phone numbers and call forwarding services.

· Toll free and local phone numbers available in 100+ countries

· Forward calls to any phone or to an existing PBX or VoIP system

· Easy-to-use, web-based call management tool

· Instant activation

· 30 day free trial

“When the power went out during Hurricane Sandy, all our phones went dark except the lines supplied by We immediately switched all of our phone lines to and they had us back live and operational in record time.

We absolutely love these guys!” - MICHAEL EVANSKI, IT MANAGER, SHUTTERSTOCK

Clear Harbor

Founded in 2004, Clear Harbor is a specialty co-sourcing outsourcing firm providing customer support and BPO services to B2C and B2B companies in these industries: insurance, medical claims, cable and telecom, consumer electronic, and general consumer goods. Services: customer and tech support, new customer care, inbound billing inquiries, account maintenance, billing adjustments, credit card processing, appointment scheduling, reverse logistics, service call scheduling, inbound sales calls, and warm outbound sales calls. The company is a strategic partner to clients, providing an interactive approach to customer care. An Inc. 500/5000 company, Clear Harbor has operations in the eastern Caribbean, utilizing English-as-a-first-language agents. 




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