The Technology Services Expo is the opportunity to meet one-on-one with partners to determine which products and services your organization can leverage to take your services operations to the next level of performance. From CRM solutions to call center monitoring, remote support/diagnostics to agent scheduling, knowledge management systems to PSA tools, and everything in-between, join us in the Expo and discover the industry's best solutions that will help your service organization survive and thrive.
Anoto, Inc.
200 Friberg Parkway, Suite 3001, Westborough, MA 01581
Phone: 866-55-ANOTO (552-6686), (508) 983-9550 Fax: 508-983-9551
boston@anoto.com www.anoto.com
Anoto digital pen technology provides the most efficient and productive data capture option available in just about any field service operation. Field workers write with pen and paper like they are used to, but the Anoto technology allows their handwriting to be captured digitally and instantly transmitted into any back-end system. And the field workers do nothing but change the pen they use. Visit http://usmarketing.anoto.com/CaseStory.html to see who’s using Anoto today.
Attensity
2465 East Bayshore Road, Suite 300, Palo Alto, CA 94303
Phone: 650-433-1700, Fax: 650-433-1799, www.attensity.com
Attensity provides software applications based on Web 3.0 semantic technologies to find, understand, and use information trapped in unstructured text to drive critical decision-making. The suite of applications address collective intelligence in social media and forums; the voice of the customer in surveys and emails; customer response management; e-services; research and discovery; risk and compliance; and intelligence analysis. Attensity’s award-winning software is used by government agencies and more than 400 large and medium companies worldwide.
Brother Mobile Solutions
100 Technology Drive, Suite 250A, Broomfield, CO 80021
Phone: 800-543-6144, mobilesolutionsinfo@brother.com, www.brothermobilesolutions.com
Brother Mobile Solutions, Inc. is recognized for the PocketJet® 3 and 3 Plus rugged mobile printers in route accounting applications and solutions in industries requiring mobile printing. Other Brother Mobile Solutions printing products include the MPrint™ family of ultra-portable printers which offer 300 dpi output on A6 and A7 size cut sheet notepaper and 2-ply carbon copy sheets.
CALL CENTER GROUP
445 Georgetown Avenue, San Mateo, CA 94402
Phone: 866-425-4992, Fax: 650-579-2694, www.callcentergroup.com
Citrix Online, A division of Citrix Systems, Inc.
6500 Hollister Avenue, Goleta, CA 93117
Phone: 800-549-8541, Fax: 805-690-6471, info@citrixonline.com
Citrix Online provides secure, easy-to-use online solutions that enable people to work from anywhere with anyone. GoToAssist® is Citrix’s easy, reliable remote-support tool that enables businesses of all sizes to connect with customers online and solve their technical issues. With GoToAssist®, you can improve customer service, reduce session times, decrease overall support costs and eliminate time-consuming, expensive travel. Learn more about GoToAssist® at our booth or visit www.gotoassist.com.
Clarabridge
11400 Commerce Park Drive, Suite 500, Reston, VA 20191
Phone: 571-299-1800, Fax: 571-299-1805, www.clarabridge.com
Clarabridge is the leading provider of text mining software for customer experience management. Clarabridge provides Global 1000 enterprises an analytical view of text-based verbatims found in voice of the customer feedback channels. As a result, businesses can improve marketing, product/service management and customer service delivery. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International.
Compuware
One Campus Maritus, Detroit, MI 48226
Phone: 313-227-7300, Toll-Free: 800-521-9353, www.compuware.com
Compuware Changepoint provides automated and unified management control and visibility across critical functions in a technology services company including: product management, product development/R&D, support and maintenance and services. Changepoint’s solution combines our industry leading product portfolio management and professional service automation capabilities, to help your organization improve its product planning and maintenance processes, ensure reliable release delivery, and flawlessly execute on service engagements while providing executives with critical “big-picture” visibility to make informed and better business decisions.
Consona
450 East 96th Street, Suite 300, Indianapolis, IN 46240
Phone: 888-8-CONSONA, 888-826-6766, www.consona.com/crm
Consona CRM (formerly KNOVA and Onyx) offers companies with vital and multi-faceted customer relationships, or companies offering complex or technical products and services, a wide range of fully integrated knowledge management (KM) and customer relationship management (CRM) software applications that span customer service and support, sales and marketing. More than 1,300 customers spanning over 50 industries are using Consona CRM solutions to manage process efficiencies, drive revenue, increase customer satisfaction and enable unique and extraordinary customer experiences.
Convergys Corporation
201 E. Fourth Street, Cincinnati, OH 45201
Phone: 800-344-3000, marketing@convergys.com, www.convergys.com
Convergys Corporation is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday transactions into a source of profit and strategic advantage for our clients. Please visit us at www.convergys.com.
Coveo
945 Lakeview Parkway, Vernon Hills, IL 60061
Phone: 800-635-5476, www.coveo.com
Twitter: @Coveo
Facebook: http://www.facebook.com/pages/Coveo/170185265828?ref=ts
LinkedIn: http://www.linkedin.com/companies/coveo?trk=co_search_results&goback=.cps_1269367253730_1
Coveo B2B customer service and call center solutions for technology products speed issue-resolution, monitor customer relationships and reduce costs through advanced enterprise search technology providing access to customer and product information stored cross-enterprise—online, offline, emails, servers, social media, CRM, ERP systems and more. Coveo solutions are the industry’s most modular and scalable, creating the easiest deployments, lowest total cost-of-ownership, while delivering sophisticated functionality. Learn how clients such as CA are using Coveo at www.coveo.com.
CSS Corporation
3031 Tisch Way, Suite 1002, San Jose, CA 94128
Phone: 408 -615-5700, Fax: 408 -615-5707, www.csscorp.com, marketing@csscorp.com
CSS Corp partners with leading technology platform providers to structure comprehensive managed service solutions, encompassing technical support, customer outreach and professional services functions. As delivery models for technology platforms and services morph into the Cloud, CSS is at the forefront, structuring innovative support solutions that address the on-demand technology consumer: CSS_EDGE is a community-driven support model for enterprise technology; SupportMinds is a platform that drives community-driven tech support for the home and small business consumers.
DB Kay & Associates
18275 Knuth Road, Los Gatos, CA 95033
Phone: 408-568-3551, info@dbkay.com, www.dbkay.com
DB Kay & Associates provides training and consulting in knowledge management, self-service, and social support. DB Kay is KCS v4 Verified as a Knowledge-Centered Support consultant. DB Kay customers include Research In Motion, IBM, Alcatel-Lucent, Symantec, Yahoo!, and Intuit. DB Kay services include: KCS workshops for program team members, leaders, and coaches; technology selection; self-service improvement; metrics dashboard development and KM, social support, and self-service assessments and strategy.
DG Associates
258 Highlands Drive, Hampstead, NC 28443
Phone: 910-270-5382, Cell: 914-552-7827, Fax: 910-270-5382, dennisg@dgassociates.net
Specializes in driving service revenues and profits through development and implementation of customer experience management (CEM) strategy and implementing improvements in service operations. We work closely with clients helping them grow and retain customer loyalty. Leveraging our team of specialists in service operations and customer loyalty, we are a leading practitioner in implementing enterprise feedback management strategy. We provide services including surveys for customers, employees and benchmarking, data collection, analysis, dashboard reporting and incentive programs.
Enkata
2121 El Camino Real, San Mateo, CA, 94403
Phone: 650 227-6500, www.enkata.com
GoServicePro
2306 Shimmering Bay Lane, Cincinnati OH 45244
Phone: 800-950-4276, sales@goservicepro.com, www.goservicepro.com
GoServicePro with over 10 years of customer service management experience delivering successful projects with SaaS, on-premise and tradition solutions designed for the SME and Enterprise Market. GoServicePro Solutions includes Customer Management, Callcenter, Scheduling, Dispatching, Contract Management, Customer Web Portals, Inventory / Logistics Management, Financial Billings, Sales Management and Performance Reporting. GoServicePro is a flexible, scalable, economical solution for today’s market based on the latest Microsoft technology – Silverlight and designed for fast and reliable deployment.
Impact Learning Systems International
198 South St, San Luis Obispo, CA 93401
Phone: 805-781-3283, info@impactlearning.com, www.impactlearning.com
Impact Learning Systems delivers TSIA’s customer service and critical thinking certificate courses for frontline support professionals. Exclusive to TSIA members, the Support Staff Excellence program reinforces agent’s technical abilities with the relationship and troubleshooting skills required to ensure total customer satisfaction. Available for field service and support center agents, the program delivers significant gains in service efficiency and customer satisfaction improvement. Participating companies are eligible for TSIA’s Support Staff Excellence Award for excellence in service.
InQuira
851 Traeger Avenue, Suite 125, San Bruno, CA 94066
Phone: 650-246-5000, sales@InQuira.com, www.InQuira.com
InQuira, Inc. improves the quality of customer and employee interactions through contact centers and web self help with integrated applications for knowledge management, collaboration, intelligent search, analytics and user experience. When empowered by InQuira, global enterprise business are realizing dramatic decreases in support costs, fast more effective service resolutions and increased revenues. Blue-chip enterprise customers of InQuira include: Symantec; Capital One; SprintNextel; Fannie Mae; Skype; Nokia; McAfee; and Apple.
ISOdx
8999 Gemini Parkway, Columbus, OH 43240
Phone: 614-431-8000, Toll-Free: 800-288-3475, www.isodxsolutions.com
ISOdx change control software cuts IT problem-solving time by up to 92 percent. Recent winner of the TSW Innovation Award, ISOdx eliminates downtime by allowing infrastructure glitches to be pinpointed immediately. Companies can move away from firefighting and be proactive, efficient and more strategic in their approach to managing work. Implementation takes less than a day, and ROI is immediate. www.isodxsolutions.com
J.D. Power and Associates
2625 Townsgate Road, Suite 100 Westlake Village, CA 91361
Toll Free (800) 274-5372, Fax: (805) 418-8900, http://businesscenter.jdpower.com
J.D. Power and Associates is a global marketing information services company specializing in Voice of the Customer (VOC) research and solutions. We are the premier source of actionable VOC insights and tools that help our clients become more profitable. We help thousands of clients in over 60 countries improve customer satisfaction and financial performance by integrating the VOC into their strategic planning and operational activities, deepening customer loyalty and retention and driving competitive advantage.
Kepner-Tregoe
PO Box 704, Princeton, NJ 08542
Phone: 609-921-2806, Toll-Free: 800-537-6378, info@kepner-tregoe.com, www.kepner-tregoe.com. Offices located throughout the world.
Kepner-Tregoe (www.kepner-tregoe.com) helps organizations achieve service excellence by acting strategically, troubleshooting quickly and effectively, and achieving sustainable results against key performance indicators. Service and support organizations worldwide use KT Resolve SM--our ITIL-recognized program of troubleshooting training, business process integration, and performance improvement--to transform their service and support functions. The systematic, approach of KT’s renowned processes helps people and organizations excel in the uncharted waters of new technologies, products, markets and ideas. Learn more at www.kepner-tregoe.com/resolve.
KPIT Cummins
Techmart Center, 5201 Great America Parkway, Suite 457, Santa Clara, CA 95054
Phone: 408-330-0911, Fax: 480-330-0914, www.kpitcummins.com
KPIT Cummins, a leading 3rd party Enterprise Software Support provider, partners with Global Enterprise Software Companies to enrich end-customer experience. Our proven practice in knowledge management and case management coupled with outcome-based business model helps deliver consistent predictable performance, improves support revenue profitability and reduces impact of revenue fluctuation. With delivery centers in India, USA and Poland, KPIT offers Engineering, Enterprise-IT and KPO solutions to Manufacturing, Financial and Hi-Tech industries. For more information, visit www.kpitcummins.com
Language Weaver, Inc.
6060 Center Drive, Suite 150, Los Angeles, CA 90045
Phone: 310-437-7300, Fax: 310-437-7307, www.languageweaver.com
Blog: http://blog.languageweaver.com
Twitter: http://twitter.com/languageweaver
LinkedIn: http://www.linkedin.com/companies/42527
Language Weaver provides trusted automated translation solutions for high-value, dynamic digital information to improve human communications. Delivering a trusted level of translation quality, Language Weaver ensures that organizations maintain and extend brand voice across global media types and audiences. Built on reliable, statistically based technology, the company’s products have been deployed worldwide across numerous industries and levels of government to increase operational effectiveness, improve brand experiences and boost customer engagement.
Lithium Technologies
6121 Hollis Street, Suite 4, Emeryville, CA 94608
Phone: 510- 653-6800, Fax: 510-653-6801, www.lithium.com
Facebook: http://www.facebook.com/LithiumTechnologies?ref=ts
Twitter: http://twitter.com/LithiumTech
Youtube: http://www.youtube.com/watch?v=j1ozGiXSpI0
Lithium is the leading provider of Social CRM solutions to power enterprise customer networks. Lithium solutions combine the power of online customer communities with the broader social web and traditional CRM business processes to inspire customers to innovate, promote, and support on the company's behalf-measurably improving marketing and sales, accelerating innovation, and increasing customer satisfaction. Lithium's platform is proven in high-volume, growth environments and provides the security, analytics, APIs, and multi-language support that enterprises demand.
LivePerson, Inc.
462 7th Avenue, 3rd Floor, New York, NY 10018
Phone: 212.609.4200, Fax: 212.609.4201, solutions.liveperson.com
LivePerson is a provider of online engagement solutions that facilitate real-time assistance and trusted expert advice. Connecting businesses and experts with consumers seeking help on the Web, LivePerson’s hosted software platform creates more relevant, compelling and personalized online experiences. Every month, LivePerson’s intelligent platform helps millions of people succeed online; more than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is headquartered in New York City.
LogMeIn
500 Unicorn Park Drive, Woburn, MA 01810
Phone: 781-638-9050, Toll free: 888-246-6101, Fax: 781-998-7792, www.logmein.com
LogMeIn provides on-demand, remote-connectivity and support solutions. Businesses and IT service providers use LogMeIn's solutions to deliver remote end-user support and to manage computers and other Internet-enabled devices more effectively and efficiently. Consumers and mobile workers use our solutions to access computer resources remotely, thereby facilitating their mobility and increasing their productivity. Since our inception, our users have connected more than 70 million computers and other Internet-enabled devices to a LogMeIn service. www.LogMeIn.com.
Market Intelligence International
EMEA US/SA APAC
52 Upper Street, Suite 106, Business Design Centre, | London | N1 0QH
Phone: 1 320 238 9345 or 01144 207 226 1300, Email: cdalos@marketii.com or dheal@marketii.com, www.marketii.com
MARKETii specializes in measuring customer satisfaction and service quality through field service, call center/helpdesk , depot repair and loyalty relationship surveys. Working in 35+ languages to 80+ countries, we communicate with customers via phone, web-based, and face-to-face surveys to gain insightful feedback on key service elements and areas to improve. Services include real-time web-based reporting, NPS, customer escalations, targeted sampling, benchmarking, call-recording and proactive account management to help your company deliver exemplary customer service.
nGenera Customer Interaction Management
3015 - 112th Ave. NE, Suite 100, Bellevue, WA 98004
Phone: 888-462-3484, Fax: 425-250-5050, www.ngenera.com/cim
nGenera Customer Interaction Management is the global leader in next-generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Royal Bank of Canada, Saks Fifth Avenue, Canon, Dell, eBay, Epson, Ford, Microsoft, Scottrade, Siemens, Sony, and Sprint. For more information, please visit www.ngenera.com/cim.
Pattern Insight Inc.
465 Fairchild Dr. Suite 209, Mountain View CA 94043
Phone: 866-582-2655, Fax: 650-965-4634, www.patternsight.com
Pattern Insight provides automated diagnostic solutions to help support and service organizations reduce their costs and increase their service levels to customers. Pattern Insight applies novel pattern search, discovery and analysis techniques to any type of support artifacts (logs, configs. and performance stats etc.) to enable support diagnosis and proactive services. Pattern Insight is headquartered in Mountain View, CA. For more information, please visit www.patterninsight.com.
PRTM
444 Castro Street, Suite 400, Mountain View, CA 94041
Phone: 650-967-2900, Fax: 650-967-6367, www.prtm.com
Since 1976, PRTM has created a competitive advantage for its clients by changing the way companies operate. PRTM’s management consultants work with senior executives to develop and implement innovative operational strategies that deliver breakthrough results. The firm is a leader in operational strategy, supply chain, product development, and customer value management. PRTM has 18 offices worldwide and serves major industry and global public sectors. For more information, visit www.prtm.com.
Qualtech Systems Inc.
100 Great Meadow Rd., Suite 603, Wethersfield, CT 06109
Phone: 860-257-8014 x1100, Fax: 860-257-8312, info@teamqsi.com, www.teamqsi.com
Qualtech Systems, Inc. (QSI) provides intelligent health monitoring and diagnostics software to service organizations that support complex equipment. By deploying applications for diagnose before dispatch, guided troubleshooting and design for service, QSI clients achieve a threefold reduction in troubleshooting time and automatically identify the root cause of an issue to one component 96% of the time. QSI’s customers include: KLA-Tencor, Gulfstream, FEI, Honeywell, NASA, Orbotech, GM, BAE Systems and Sikorsky.
Service 800
2190 West Wayzata Boulevard., Minneapolis, MN 55356-0800
Phone: 800-475-3747, www.service800.com
Designing and administering near real-time customer satisfaction measurement surveys in over 30 languages that give you in-depth knowledge of your clients’ attitudes and impressions shortly after service events or getting regular feedback from decision-makers. Our real-time web reporting and voice recordings give you the insight needed to respond smarter, improve faster, and achieve greater success. SERVICE 800 has been helping clients improve business operations for over 20 years and lists among its clients numerous Fortune companies.
ServiceMax
2560 Mission College Blvd, Santa Clara, CA 95054
Phone: 408-748-6970, 408-748-6970, www.servicemax.com
ServiceMax is the first and only complete on-demand field service solution. A native Force.com cloud application, ServiceMax increases both revenue and customer satisfaction by streamlining and optimizing all field services activities including advanced scheduling and dispatch, parts logistics, inventory & depot repair, and installed base entitlements. Customers include large enterprises like DuPont, Electrolux, and Pentair, and smaller companies like Everyday Wireless and Advanta Clean.
Servigistics
2300 Windy Ridge Parkway, 450 North Tower, Atlanta, GA 30339
Phone: 770-565-2349, Fax: 770-565-8767, www.servigistics.com
Servigistics is the worldwide leader in service lifecycle management software. The company's award-winning solutions include service parts, field service, parts pricing, reverse logistics, and service knowledge management. The breadth and depth of the solution set enables companies to transform their global service operations. Servigistics' Oracle Fusion and SAP Netweaver-certified solutions have been deployed and proven globally by a highly referenceable client base of market-leading companies across a variety of industries. http://www.servigistics.com/
Sigma Performance Solutions
660 Kenilworth Drive, Suite 104, Towson, MD 21204
Phone: 410-667-9055, Fax: 410-667-9066, www.sigmatraining.com
Sigma Performance works with clients worldwide to deliver bottom line results, meeting and exceeding their goals. Our training programs teach people to manage more effective conversations with customers, internal contacts, and others. Our processes help you identify customer needs, getting it right the first time and every time to increase revenues, improve customer retention, and reduce rework. The Sigma name signifies our ability to produce measurable performance improvements. For more information, please visit www.sigmatraining.com
Stone Cobra, Inc.
915 Highland Pointe Drive, Suite 160, Roseville, CA 95678
Phone: 916-797-6272 Fax: 800-465-9699
makeitwork@stonecobra.com, www.stonecobra.com
Stone Cobra provides award-winning software for world-class Service & Support Organizations. Our products and solutions align organizations with industry best practices and market-leading technology. Recently, our expertise earned us the Innovator Award for thought leadership in the area of Knowledge Centered Support (KCS), and expert speaking engagements at the industry’s leading cloud computing event. With the release of BlackCRM and PIIT Viper, Stone Cobra is redefining world-class service and support.
Support Center University
560 Campo Way, Superior, CO 80027
Phone: 303-494-4932 Email: info@SupportCenterU.com, www.supportcenteru.com
Providing management consulting & training services. Offering operational assessments, efficiency improvement projects, and staffing level analysis/requirements planning. Specializing in reducing customer wait times and case-handle times (therefore improving employee/customer satisfaction) through efficient design of call & email routing (including skills-based routing). SCU founder and lead-consultant Dave Brown is a recognized industry 'guru'. He has assisted numerous companies to achieve significant improvements (20-40% typical). Past clients have achieved SSPA STAR Awards (for Most-Improved) and industry certifications.
Sykes Enterprises, Incorporated
400 North Ashley Drive, Suite 2800, Tampa, Florida 33602
Phone: 813-274-1000, Fax: 813-273-0148, www.sykes.com/ccs.aspx
For more than 30 years, leading regional and global Technology, Banking and Communications corporations have outsourced Customer Service to SYKES. Our Science of Service® approach assures the focus, consistency and operational excellence necessary to protect your brand and delight your customers – over and over again, making us your benchmark for customer care. That’s why 85 percent of our clients move more and more of their customer contact work to SYKES - for a better customer experience.
Value and Pricing Partners, LLC
23756 Sunrose Lane, Golden, CO 80401
Phone: 303-526-9084, www.valueandpricing.com
Our consultancy is a TSIA Expert Alliance Partner and leads Market Focused Pricing seminars for the AMA. Our expertise includes strategic marketing and pricing, value quantification, offering design and price management. We work with our clients to create deeper connections with customers, find new and more profitable revenues, develop breakthrough offerings and strategies, enhance sales effectiveness, and reduce and manage risk. We commit to measurable results and help drive change.
Media Sponsors
1 to 1 Media
www.1to1media.com
1 to 1 Media is dedicated to helping organizations realize the greatest value from their customer base. We provide resources that deliver relevant information on the latest thought leadership regarding customer strategy and marketplace trends. Led by 1 to 1 Magazine, our print, electronic and custom publications explore the best practices and trends from companies using customer initiatives to drive results. 1 to 1 Media is a division of Peppers & Rogers Group.
