“We are excited to provide our exhibitors with the platform to launch and demonstrate their new technologies, products, and services at ICMI Contact Center Expo,” said Patty Caron, Event Director, ICMI. “As an industry-focused event, we are big proponents of new ideas that will have a meaningful impact on the contact center industry, which is what these companies are developing and executing.”
The 2017 ICMI Contact Center Expo & Conference Exhibitor Announcements include:
8×8 (booth 525) announces general availability of 8×8 ContactNow. ContactNow provides an easy-to-use, cloud contact center solution for teams and small businesses, with an intuitive setup, flexible pay-as-you-go and monthly subscription models, and real-time analytics.
Accutone International (booth 536), a global leader in Communication headsets is launching a range of products for the North American Contact-Centre & Office market. A company which is headed by an award-winning design team based in Britain and manufactures the world’s most preferred brand of Telephone & PC Headsets Since 1969.
Aria Solutions (booth 603) will showcase their integration offerings, including the WFM Adapter for Salesforce that connects Salesforce with NICE/IEX, Aspect, Verint, Teleopti, and other WFM systems. This integration solution is also an ICMI finalist for the “Best New Technology” award. Come by the booth to learn about the importance of contact center modernization & system integration in achieving personalized, omnichannel customer experiences.
Aspect Software (booth 602) announces Aspect via WFM, the cloud-based version of Aspect’s market-leading workforce management solution. This introduction marks the beginning of Aspect’s delivery of stand-alone product components of Aspect Via, the industry’s first Customer Engagement Center (CEC) and the backbone of Aspect’s cloud portfolio.
Boogie Board (booth 341) will showcase its Boogie Board eWriters; the fastest growing paperless writing tools in call centers worldwide. That’s not only because they write so comfortably – just like pen on paper – but also because they offer unprecedented security and PCI compliance. Boogie Board reduces paper use, saves money, and improves customer care.
CaféX (booth 535) will showcase its latest release of Supervisor Assist™, the next-generation remote coaching solution that drives higher first call resolution and net promoter score. During customer interactions, experts can listen, chat, observe and interact with agents’ desktops from any browser, with agent hand raise and auto-escalation driven by real-time analytics.
Checkr (booth 427) will showcase Programs, a feature that knows how to handle complex client screening requirements. With Programs, you can instantly configure and update screening requirements by client, job requisition and site. This makes it simple to know all the screenings being conducted for any client at any time.
Clear Harbor (booth 323) plans to discuss best practices for adding value to support operations at ICMI. Best practices regarding up-selling and cross-selling, creating brand advocates, and achieving extraordinary NPS and CSAT scores.
Content Guru (booth 521) will carry out live demos of its multi-award-winning storm® platform showcasing its Cloud Contact Center and Customer Engagement capabilities. Storm delivers multi-channel (SMS, web chat, voice, email, WebRTC) contact center routing and integration with virtually any third-party system.
Crawford Thomas Recruiting (booth 601) is unveiling its Perfect Candidate Laboratory. Stop by the CT booth – the team is giving-away a YETI Brand cooler. Bring your business card for the raffle and ask the team about the science behind recruiting.
Employment Technologies (booth 302) will launch its new EASy Simulation® SimulTask 2.0 at this year’s ICMI Expo. This engaging simulation accurately predicts top multitaskers who can successfully juggle on-the-spot customer needs and interactions while navigating multiple information systems. This is great for hiring candidates who excel in fast-paced, frequently changing business environments.
Fonolo (booth 619) will introduce its augmented customer portal, rich with new features, for contact centers to better manage the implementation and success of their call-back service. The upgraded portal includes advanced monitoring and reporting, expanded international support, and greater abilities for customization.
FurstPerson (booth 326) will demonstrate its suite of Talent Forward assessments at ICMI Contact Center Expo and Conference 2017. FurstPerson is an industry leader in developing holistic pre-hire assessment batteries for customer facing roles, and helps its customers leverage talent as a competitive differentiator in a competitive landscape.
Fusion, (booth 635) a leading cloud services provider, will introduce its fully integrated communications center approach to the contact center with a hands-on demonstration of its award-winning Contact360 solution. Fusion’s Contact360 integrates information and communications across the enterprise, enhancing collaboration and enabling the creation and distribution of key business analytics.
GLOBO (booth 530), will release a new on-demand chat and email translation tool baked directly into its omnichannel language management platform, GLOBO HQ™. For companies wanting seamless communication with their customers across devices and languages, the GLOBO platform is easy to implement and offers access to linguists in over 250 languages, plus visibility into critical KPIs.
injixo (booth 513) will have on display the latest news and developments of their workforce management system at ICMI Expo 2017 in Orlando, FL. This premium cloud-powered WFM service offers extensive forecasting, scheduling, adherence, and reporting functionality. Personalized demos of injixo’s cloud WFM system will be available.
Invest Grand Bahama (booth 441) will be showcasing its Ultra-NearShore BPO solution. ICMI Contact Center Expo provides an exceptional opportunity to showcase Grand Bahama, its close proximity to the US, great cultural affinity with North America, strong education, and competitive price-point.
Jacada (booth 332) will showcase the Contact Hub – featuring the award winning Visual IVR, our artificial intelligence powered Intelligent Assistant, and Interact, our powerful cross-channel interaction designer. We support today’s digital consumer by offering digital engagement across multiple channels, personalizing the experience and offering seamless connectivity to assisted service when needed.
Language Services Associates (LSA) (booth 616) will showcase its full suite of language interpretation solutions to help your agents optimize the customer experience for limited English proficient customers. Providing native language support improves agent productivity and brand loyalty while helping our clients make trusted connections.
Lessonly (booth 435) announces the Summer Guide to Holiday Support, designed to help eCommerce and retail support teams prepare for the holiday rush. Filled with insights and best practices from industry thought leaders, this resource helps teams build training content, measure learning impact, and increase the productivity of support reps and agents.
Lionbridge (booth 320) will showcase the latest enhancements to its GeoFluent multilingual solution. This includes customized real-time translation for the Salesforce and ServiceNow chat and ticketing platforms, allowing customers to support 100+ languages using their existing communications platforms and agents. Also on display is the company’s innovative on-demand telephone interpreting solution.
Loxysoft (booth 431) will feature new services coming to their intuitive Workforce Management platform ProScheduler. Topping the list is Playbook; a real time monitoring tool customized with different views for real time data on agent statuses, occupancy and adherence, making it easy for team leaders to follow up on all current activities.
Pipkins, Inc. (booth 605) will showcase SwiftPik™ for iOS, an app-based mobile workforce management solution that puts the power of Pipkins’ WFM tools at your fingertips wherever you go. SwiftPik for iOS version 1.0 includes: Advanced Time Clock, Send Alerts, Scheduling Power and Vacation Planner. SwiftPik for Android coming soon!
Rulai (booth 639) is releasing its new Interaction & Design Management Console, which empowers customer experience (CX) managers to take control of their branded virtual customer and escalated agent assistance experience. Rulai is a team of award-winning researchers shaping the future of customer experience with next-generation self-service solutions driven by deep learning.
Sennheiser CC&O (booth 437) will exhibit its full line of premium Sennheiser for Business headsets and conferencing solutions. This includes the new SP 220 speakerphone system for SMB environments, accommodating up to 12 participants; and the high-performance MB 660 headset for open office environments, featuring adaptive active noise cancellation.
Shaker (booth 612) plans to showcase its Virtual Job Tryout® (VJT) technology, which uses HireScience, enabling recruiters to combine the best of predictive analytics with human judgment. Candidates complete day-in-the-life experiences that engage, educate, and predict success on the job. Candidate reports empower recruiters to identify best-fit candidates faster, increase new-hire retention, and improve quality of hire.
SourceAmerica (booth 326) will offer the opportunity to consider viable options to improve your social responsibility/diversity & inclusion message using nonprofit agencies who employ veterans, wounded warriors, and persons with disabilities supporting contact center, staffing, help desk, and switchboard solutions.
Sundown AI (booth 334) will be showcasing Chloe, their AI automation layer, which automates repetitive contact center tasks. Sundown AI will also be demonstrating their new UI release as well as new integrations.
Talkdesk (booth 407) will be showcasing Callbar, a freestanding app that allows agents to make and receive calls from anywhere on their desktop. Talkdesk will also highlight new contact center tools available via AppConnect, the enterprise app store for Talkdesk customers that offers one-click installations, free trials and pay-as-you-go billing.
Teleopti, (booth 308) will showcase its world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with cutting-edge features to empower and engage employees.
Voiance (booth 401) will host a book signing with customer service expert, Jeff Toister. Visit our booth on Tuesday, May 23 at 12:30 to get a free copy of The Service Culture Handbook, and learn about how agent empowerment can lead to improved communication with your non-English customers.
VoxGen, (booth 300) the conversational customer experience experts, will showcase innovation in hosting and optimization of conversational applications for customer self-service through IVR, SMS, chatbots and Intelligent Virtual Assistants.
West UC (booth 624) will release findings from focus group research in a new whitepaper, “The 2017 CX Report,” which examines the current state of customer experience and provides practical advice for meeting expectations now and for the long-term. Cloud Contact Pro demos will also be provided.
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The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals — from frontline agents to executives — who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is organized by UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit www.ubm.com for the latest news and information about UBM.
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SOURCE International Customer Management Institute (ICMI)