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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 ckotlarz@outsource-consultants.com or 952-303-2478.

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Talkdesk

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 Unlike other outdated and costly solutions that require a long setup and big upfront investment, Talkdesk requires no phones, no hardware, no coding and no downloads - all that is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.

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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 https://www.inin.com/customer-engagement.
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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: www.ConvergentCS.com

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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
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VOZIQ 

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.

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ENVISION

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.
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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 www.verint.com and NASDAQ: VRNT. 

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Richardson

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 –Meghan.steiner@richardson.com 
215-940-9255

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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

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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 

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GC SERVICES

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 business.development@gcserv.com to discuss how our programs can match your goals and objectives. Visit us at www.gcserv.com. 

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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 ContactCenterWorld.com. 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 info@powerhouse1.com or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.
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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: http://www.metrics.net/resource-library/

Jim Rembach
Certified Emotional Intelligence Practitioner
O: 336-288-8226
M: 336-202-1032
Send me a LinkedIn invite: http://www.linkedin.com/in/jrembach/
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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 www.sound-tele.com, email info@sound-tele.com, or give us a call at 800-577-1550.
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Voxbone
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 sales@voxbone.com or by visiting www.voxbone.com/aboutus-contact
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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
Email: info@upstreamworks.com
Website: www.upstreamworks.com
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AlignMark

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
http://www.alignmark.com/attract-screen/

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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 http://blog.vxicorp.com/blog/bid/343039/The-Many-Benefits-of-Better-Sound.
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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.

Resources:
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.

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ServiceSkills.com web-based Communication Training

ServiceSkills.com 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

ServiceSkills.com 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. ServiceSkills.com 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 http://www.serviceskills.com/tour.asp
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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.
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Infutor

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.

http://www.infutor.com/industry-data-solutions/call-center-solutions/

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OpenSpan

OpenSpan (www.openspan.com) 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.
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ADDASOUND

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.

HEADSETS FOR CALL CENTERS

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.

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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.

Contact:
Ronna Caras
President, Caras Training
508.527.9599
Visit: www.CarasTraining.com
Email: rcaras@carastraining.com
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Vocalcom

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.

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TollFreeForwarding.com 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 TollFreeForwarding.com. We immediately switched all of our phone lines to TollFreeForwarding.com and they had us back live and operational in record time.

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

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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.