Buyer's Guide Directory
Alphabetical Company Listing
24x7 DOCTORS ANSWERING SERVICE
Live medical answering service for doctors, physicians, and hospitals. To help doctors and physicians access quality 24 hour medical virtual answering services for the the best possible price.
The leaders of Ameridial understand the drive to build your brand, constantly meet ever-increasing customer expectations while also improving acquisition productivity. In collaboration with our clients we have been building and deploying customized call center solutions that leverage our experience, expertise, responsiveness and flexibility to advance our clients business. Ameridial solutions support Customer Acquisition; Customer Service; Healthcare Solutions; and Retail & Consumer Good clients.
Ameridial is the perfect call center partner. We support our clients with customer care, overflow and after-hours support. We enhance your Customer Service, Marketing & Sales Programs whether you serve businesses or consumers. Our agents are trained to deliver the very same quality and performance you expect from your own in-house call center. Ameridial offers flexible, scalable, and cost-effective contact center solutions for both large and mid-size clients.
Ameridial was founded in 1987 and is a privately held company headquartered in North Canton, Ohio. Ameridial has over 700 work stations across 10 contact centers located in Ohio, Illinois, Maine, and North Carolina. Ameridial employs 1000+ Service and Sales Professionals who are ready to support your business needs and requirements.
For more information on Ameridial and our call center solutions please call us at 800-445-7128.
Visit our website at www.ameridial.com
BenchmarkPortal is the global leader in Call Center Benchmarking, Call Center Certification, Call Center Training and Call Center Consulting. Since its beginnings in 1995 under Dr. Jon Anton of Purdue University, BenchmarkPortal has grown with the contact center industry and now hosts the world's largest call center metrics database. Now led by Bruce Belfiore, the BenchmarkPortal team of professionals has gained international recognition for its call center expertise and innovative approaches to Best Practices for the call center industry.
BenchmarkPortal's activities include The College of Call Center Excellence, a leader in call center training, and CallTalk, the first on-line talk show specifically focused on the call center industry. BenchmarkPortal also hosts Call Center Campus Week. This annual, unique call center industry event presents an opportunity for attendees to get on the fast track to upgrade customer service and to drive their call centers’ performance to the top.
A new revolutionary tool by BenchmarkPortal – iBenchmark, automates the process of benchmarking, transforming a valuable but time-consuming, manual process into an automated, user-friendly service that allows managers to monitor performance on a monthly basis.
Join our community today by benchmarking your call center with our complimentary 12 KPI Benchmarking Survey on our website. Our mission is to help customer contact managers in all sectors to optimize their centers in terms of efficiency and effectiveness.
For a full listing of BenchmarkPortal areas of expertise, see:
Call Center Benchmarking
Call Center Certification
Call Center Training
Call Center Assessments
Call Center Certification
Call Center Peer Group Reports
Call Center Industry Reports
Call Center White Papers
Contact us today in one of the following ways:
Call: 1-800-214-8929 Ext. 1
Social Media: Facebook, Linkedin BMP Group, Linkedin ,Twitter, YouTube, Google+, Blog
is revolutionizing the way enterprises engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management and multichannel voice-of-the-customer analytics—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience. Calabrio ONE—available in the cloud, on-premises, or in a hybrid environment—empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity.
Calabrio has been developing and deploying customer engagement-focused solutions since 2007 to provide solutions for organizations across industries with 5 to 50,000 seats. In a big market that is only getting bigger, Calabrio has emerged as a disruptive player in the new world of customer and employee engagement. Calabrio solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight. Developed from the ground up, the integrated Calabrio ONE suite is elevating workforce optimization from a commodity-focused on call recording to mission critical technology for the entire enterprise.
Find more at calabrio.com and follow @Calabrio on Twitter.
Calabrio, Calabrio ONE® and the Calabrio logo are registered trademarks or trademarks of Calabrio Inc. All other trademarks mentioned in this document are the property of their respective owners.
Call 4 Health
4720 NW 2nd Ave. Ste. D105
Boca Raton, FL 33431
We here at Call 4 Health have stood with our loved ones and family members when they have been in patient care. We have also been patients. Call 4 Health genuinely understands the traumas faced in times of crisis. We know the patients difficulties in coping with treatment as well as the emotional and financial strain that often accompany a medical situation
Our compassion places patients and their families first. This is what sets us apart and it is the key to our success in continuing to provide the highest quality medical communications management solution to our clients. By maintaining efficient, accurate and timely service, we help medical professionals to care for their patients. We serve patients and patients families with our unique brand of assistance and our commitment to compassionate service.
Call 4 Health utilizes the latest and most innovative technology in the market. While we are fully committed to technological progress Call 4 Health has and always will be a friendly, compassionate voice on the other line. Because the people at Call 4 Health work diligently and are creative thinking, we are continually innovating and adapting. In todays fast paced and ever changing world Call 4 Health is always ready with real solutions consistent with the needs of both client and patient.
Call 4 Health will tailor a plan to exceed the clients expectations while upholding the highest standards of compassionate and ethical communications management available.
CallFinder® is a leading provider of cloud-based speech analytics technology that is powerful, affordable, and easy to use. It enables small and medium size businesses to improve agent performance, automate quality monitoring, and provide a superior customer experience. We deliver our highly scalable technology across a wide range of industries including retail & wholesale, healthcare, travel, finance and banking, insurance, manufacturing, utilities, education, and more. CallFinder indexes and categorizes 100% of your customer-agent interactions in near real-time, transforming the unstructured, unleveraged data contained within conversations into actionable business intelligence so you can improve agent performance and positively impact the customer experience.
Let CallFinder Help Your Business
· Gain visibility into the voice of your customers
· Monitor agent script and regulatory compliance
· Enhance workforce training
· Manage quality monitoring
· Analyze and improve business processes
· Discover revenue opportunities
1795 Williston Road, Suite 200
South Burlington, VT 05403
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 www.callminer.com.
How Interaction Analytics Reduces Costs, Optimizes Engagements and Provides Rapid ROI
Nine Guidelines & 153 RFP Questions for a Customer Engagement Analytics (Formerly Speech Analytics) Solution
The Guide to Customer Engagement Analytics
Understanding How Interaction Analytics Can Reduce Agent Attrition
Mercedes-Benz Financial Services Drives to Best in Customer Service with Help from CallMiner Interaction Analytics
Afni Improves CSAT, Sales and FCR with Automated Analytics
CallMiner Interaction Analytics Delivers Higher Call Center Quality at Lower Cost for Law Firm
Stoneleigh rewards Agent Compliance with Insights from CallMiner Interaction Analytics
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.
President, Caras Training
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.
We’re here when you’re ready for customized solutions.
The CHCG team’s interdisciplinary approach sets us apart. Our wide-range of experience, combined with our broad network of partners allows us to provide a breadth of scalable services based on clients’ needs – whether in the role of direct service provider, project manager or liaison. From long-term interim leadership, short-term monthly support, single project executions and complete outsource management, CHCG delivers proven results.
Comfort Telecommunications as a leader in the industry has been supplying Headsets and Accessories to Contact Centers worldwide since 1989.
We are here to assist and provide you with quality headsets and excellent customer service that will meet and/or and exceed your expectations.
Our unique buying programs are designed to optimize your purchasing dollars. The very popular "Try before you buy" or eco-friendly "R.S.V.P" - Recycle & Save Value Program will reward you with instant savings.
Competitive quantity pricing is available.
Contact us today and we will be happy to provide an evaluation of your company's headset use and advise what options you have to reduce your overall equipment costs.
We look forward to talking headsets with you!!
Comfort Telecommunications, Inc.
Sandy Laughing, General Manager
1407 SE 47th Terrace
Cape Coral, FL 33904
At Convoso, we enable contact centers to hit performance metrics that they never thought possible. Our multi-channel platform allows clients to generate and convert more leads faster. Unlike typical systems that dial leads over and over without any real strategy, clients can set up drip workflow campaigns to automatically decide when and how often each lead is dialed. The platform rotates local caller IDs and offers a caller ID reputation score to ensure you are not getting flagged as well as understand which outbound DIDs are working best. To increase the chances of connecting with each lead, we also offer 2-way text messaging, voice broadcasting, outbound emailing, and the ability to drop ring-less voicemails.
If this isn’t reason enough to switch to Convoso, let’s setup a side-by-side trial against your current vendor and let the results speak for themselves.
Employment Technologies is the leading developer of employment simulations, giving businesses Hire Confidence™. Our talent prediction systems use simulation technology to create an interactive, online test-drive for job applicants based on real-life customer situations and compelling storylines. They are immersed in the challenging role of a contact center agent, transforming employment testing from “words on a page” to immersive problem-solving scenarios.
Once a decision is made to integrate simulations into your hiring process, training and set-up is “challenge free” and takes just a few hours. HR personnel can share the simulations with candidates onsite or remotely. Results are easy to understand and available 24/7. On-going customer care from Employment Technologies’ experienced team is available to all clients.
Our award-winning products are offered under the industry’s widely recognized brand name, EASy Simulations® and more than double the accuracy of predicting job success compared to traditional testing methods. People who score highest of the EASy Simulation® for Contact Center Agents are twice as likely to:
• Communicate with clarity and enthusiasm
• Discover customers’ true needs
• Resolve customer issues and complaints
• Expedite customer requests to avoid extended hold times
In addition to the company’s Contact Center simulation, other proven products for this industry include EASy Simulation® for Team Leaders, EASy Simulation® SimulTask, and EASy Simulation® SkilTrak. We also offer clients an opportunity to brand their entire hiring process through our EASy View program.
To speak with a simulation consultant, call Employment Technologies at 877.382.3279. You can also learn more by visiting their website – www.EmploymentTechnologies.com.
As a recognized leader in Customer Service Outsourcing, EMS, Inc. provides a 360 degree customer care program that meets all of your customer contact needs. We offer highly scalable and highly-efficient customer service and technical support solutions for all types of businesses. Each of our client’s programs are built from the ground up to meet their specific needs.
EMS, Inc. is interested in investing people and processes for your company and developing a partner relationship. Our end-to-end customer service offerings include: inbound and outbound telephone services, e-mail response and support, CRM solutions, consulting, IVR, live chat and direct marketing. EMS representatives are available 24 hours a day to supply your customers with the help they need when they need it.
Customer acquisition and retention are essential to an organization's success so every EMS, Inc. representative not only receives extensive program training but also thorough training in customer relationship management. Our representatives in turn provide outstanding customer maintenance and enhanced core relationships.
For additional information or a free quote contact us at firstname.lastname@example.org or call 1(800)233-8811.
Expivia is a full service 21st century omni-channel contact center with its DNA grounded in high end customer care and sales programs. Our management team has worked for some of the largest, most complex brands in the USA.
We are a U.S. based PCI Compliant brick and mortar organization located in Erie,
Pennsylvania with 100% American associates. Currently, Expivia operates 500 universal
stations and is currently in expansion mode.
Working together with some of the most exacting clients in the marketplace has placed
us in a unique position to understand the needs of highly complex customer service,
inbound marketing, and sales programs. We understand the dynamics of selling, based
on our years of outbound B2B and customer based B2C outbound calling.
Expivia is a leader in some of the newest CRM technologies such as Chatbot/Texting
Artificial Intelligence, Video Customer service along with advanced speech analytics. We
can help any organization employ these technologies as a part of their omni-channel
services to their customers. We can help guide organizations through the contact center
marketing channels of today and tomorrow.
GCS manages contact centers for our clients. We deliver first class customer interactions in any channel. Our proven process is scalable. Our approach is cost effective. We match your needs with the right location, talent and training for success. GCS lives the contact center business. GCS excels in three areas:
1) Omni-Channel Support in one of our Outsourced Centers
2) Staffing and Management in our Client’s Centers
3) Consulting and Training for any phase of Contact Center Operations
Our Contact Center activities include integrated voice and non-voice services. Everything from Customer Service to Claims Processing handled through our high speed and secure network. We professionally process the information you need to keep your customers returning and your business running.
Claims Form Processing
Social Media Care
GCS provides front line, support, and management staff for all call center and back office operations. We have the process to identify, screen, train, and staff your call center team. Whether we manage the complete program or assist you with part of your staffing needs, we use the same process developed and refined over 25 years in the contact center industry. Choose the level of service that works for you.
Turn-Key Contact Center Staff
Hiring for new positions
Management Team Development
Project Expansion, Transitional, Seasonal and Staff Augmentation
GCS has managed programs in many industries. We understand how to size the workforce and integrate self-service technology to balance cost and customer satisfaction. We have installed more than 75 centers and managed thousands of programs. We will provide the data, facts, and plans you need to make the right decisions. Call us today to tap our experience and real life solutions to meet your organization’s goals.
For more information visit GCSagents.com or call George Simons at 704 647.9621 x 6027
HRMC (Human Resource Management Center)
HRMC is focused on helping call centers find the FASTEST (and most intelligent) way to final interviews! Its flagship product, HRMC AcclaimSM
, helps contact centers break free from outdated, resume-centric, hiring processes and leverage the power of artificial intelligence to quickly identify the best candidates and automatically schedule them for next steps.
From the candidate’s perspective
, the process is highly engaging. Whether from a computer, tablet, or mobile device, candidates gain a realistic job preview, are questioned about core qualifications and experience, and participate in challenging, work-related assessments. Successful candidates are then asked to progress to the next step in the process. All this is typically done in a SINGLE, 20-25 minute session! (this means losing fewer qualified candidates)
From an employer’s perspective
, Acclaim opens the door to a wider audience of potential job candidates by making the entire process “resume optional.” Employers work with HRMC to taylor the process from beginning to end… and they have insight and control over the process from initial job posting through candidate scheduling. Acclaim also features, a series of powerful, on-demand reports. Whether it’s querying your database for candidates with specific skills, or performing a detailed adverse impact analysis, we’ve got you covered!
To experience a demo of HRMC Acclaim or to discuss your specific needs with a call center hiring expert, call HRMC at 800-749-4960
or email us at email@example.com
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.
Inova takes a holistic approach to providing real-time performance management solutions and follows a proven methodology that includes:
• Metrics Analysis & Identification: Defining the most appropriate real-time performance metrics to address challenges and meet objectives.
• Metrics Consolidation: Consolidating and standardizing KPIs across locations and systems, including ACDs, Dialers, Workforce Management and other enterprise platforms and databases.
• Metrics Sharing & Presentation: Determining how performance metrics will be presented and shared with managers, supervisors and agents. Options include web-based dashboards, digital signs & wallboards, and desktop applications.
• Response Planning: Determine thresholds, establish reaction timing, create instructional messaging and determine follow-up strategies.
Visit Inova Solutions today!
ListenTrust is the high-performance support partner for awesome brand experiences. We listen to your customers, provide solutions, and earn their trust. We specialize in personalized customer engagement, sales, and offer our clients a broad range of solutions in both English and Spanish.
We offer solid scalable operations that can expand to meet your needs. Our Corporate Headquarters are located in Portland, Maine, with Contact Center operations in Hermosillo, Sonora, Mexico.
Hermosillo, Sonora, Mexico has 550 seats, expandable to 1,000 seats
We currently staff over 800 agents with room to expand to over 2,000 agents. Our agents are Spanish and English speaking and bilingual Spanish-English.
Moving into our second decade of business, ListenTrust is the industry leader for English and Spanish language agent services. ListenTrust's executive and management teams have decades of collective call center experience. We have extensive experience handling inbound and outbound sales and lead generation projects, non-profit fundraising campaigns, and customer service for a wide variety of products and serve types for direct response and digital marketing.
We are a strategic marketing partner. We approach everything with a marketing mindset to provide you with solutions designed to achieve your goals.
MOHR PARTNERS, INC. (MPI) - Call Center Real Estate Experts
Advising companies on the optimal location for call centers is a core competency at Mohr Partners, Inc. (MPI), a global real estate services firm. Since 1986, MPI has been the key adviser on numerous projects for call center operations and corporations. Our broad base of services has earned MPI a preeminent reputation as a “one source” provider of creative approaches and flawless execution of call center strategies. Whether the decision concerns a new call center, consolidation of existing centers, or disposition of a center no longer satisfying operational requirements or economic parameters, MPI is your call center specialist.
For over three decades, Mohr Partners has assisted with numerous call center projects nationally and internationally, providing strategic services and planning, site selection, labor and wage rate analysis, demographic reports, lease negotiation expertise, and market research and analysis. MPI maintains an extensive database of over 1,200 potential call center sites at all times.
We provide a comprehensive approach to call center real estate with a focus on the business drivers and objectives of our clients. We give our clients a global perspective of their real estate costs, developing tailored solutions to reduce real estate occupancy costs wherever their property is located. Our purpose is to align your real estate goals and objectives with your business objectives to ensure your success.
For additional information, please contact:
Jarrett D. Dunaway
Since 1999, Night Nurse in partnership with 30 independent answering services has been providing full service triage services for our nationwide medical community. Night Nurse subscribers presently include over 3,800 private practice physicians, practice groups, clinics, hospitals and sentinel educational institutions.
Our triage services are supported by over 150 experienced RNs and NPs; available 24/7/365. Night Nurses’ National Call Center and main offices are located in Framingham, Massachusetts. Triage services are managed by several Nurse Managers, our Director of Nursing Services, and four active Medical Directors.
Several innovative differences distinguish Night Nurse from most other triage providers. Our dispatch staff prioritizes patient calls; thereby assuring that emergent and urgent calls receive attendant priority. We have separate nursing staffs; one to exclusively triage pediatric calls and another for triaging adult calls. Our advanced proprietary systems, promptly direct calls to the next available nurse, that is properly certified to manage the triage call. These steps are taken to assure greater patient safety and result in unmatched patient/caregiver call response times.
Informative Night Nurse Patient Triage Encounter Reports are delivered to client offices, immediately upon completion, and can be directly entered into clients’ EMR systems. Our innovative Physician Portals allow MDs to both monitor and participate in nurse/patient triage encounters from home or office.
Night Nurse has one singular product offering for the medical community…qualitative triage service, whenever needed, and continual investment in systems, helps us to provide our triage services cost effectively.
We also take great pride in our close to 98% rate of client retention.
Thank you for considering Night Nurse as your provider of triage services, or in associate partnering with your answering service.
For further information about our organization, please visit our web site: www.nightnursetriage.com You can also call us @ 508-650-0022 or 800-577-4455.
Numonix offers the single most versatile unified communications and Skype recording solution for businesses and service providers, featuring over 300 customization options, a Windows 10-like tile dashboard, and enhanced omni-channel playback. All advanced features are included at no extra charge and you have 100% control over how you experience your recordings and your agent/customer data.
Numonix’s RECITE recording solution (unified communications and Skype for Business) takes a unique approach to solving the customer service, compliance and risk mitigation challenges contact centers and enterprises face when interacting with customers. Not only do we enable the capture and storage of all interactions, but we empower businesses to finally structure the recording, storage and reporting the way they want to. Other recording providers offer some flexibility in how businesses manage recorded interactions, but not to the extent Numonix does. Rather than offering flexibility in integration capability, for example, we provide 300+ customization options to easily and quickly craft the recording solution business’s need for their specific challenges.
With extreme versatility comes the ability to generate the precise customer and agent intelligence needed to make real improvements in sales, service, compliance and dispute resolution, as well as dramatically reduce operational costs.
Only Numonix offers…
· Real-time, proactive self-monitoring system to ensure proper operation and continued uptime of the recorder.
· Omni-channel playback - displaying the call, agent video, chat and call details all in a single window.
· Hybrid PBX capability to centrally capture interactions from a multitude of PBXs simultaneously.
A premier provider of domestic call center services, OnBrand24, offers comprehensive inbound and outbound programs across a full range of B2B and B2C markets. We specialize in customer service, order processing and order taking, lead generation, appointment setting and market research/list scrubbing.
OnBrand24, named by TopTenREVIEWS the Gold Award winner in 2015 and the Silver Award winner in 2014, delivers custom programs for clients that value senior management involvement and commitment to their success. We have a 30-year track record of reducing our clients' business costs while boosting customer satisfaction and maximizing sales revenue.
Named to the Inc. 5000 list of the fastest growing companies in the U.S., all OnBrand24 representatives work at our call centers near Boston and in Savannah, GA. We aim to become an extension of your sales and marketing team.
Call us at 855-ON-BRAND (855-662-7263) ext. 5244
The founders of OrecX developed one of the industry's first ever call recording solutions back in the 1980s. Today, OrecX offers the industry's most affordable and easy to use, open-source based call recording software designed for contact centers, financial institutions and communication service providers. Our full suite of software includes premise and cloud-based total call recording, quality monitoring, mobile recording and screen recording - installed remotely in just 30 minutes.
Serving millions of users in over 3,000 call centers in 190+ countries, OrecX successfully helps businesses improve customer service, reduce liability (dispute resolution) and improve compliance (PCI-DSS, HIPAA, etc.). OrecX software is offered free for 30 days. You can try it at http://www.orecx.com/request-demo/.
OrecX is compatible with all leading communications platforms including Asterisk, BroadSoft, freeSWITCH, GENBAND, Metaswitch, Avaya, Cisco, Mitel, Fonality and ShoreTel.
-Full-featured commercial version at half the price of the competition
-Same-day return on investment (ROI)
-No installation costs
-Up and running in 30 minutes
-Simple no-cost localization/customization
-High profile customers include Nationwide, Allstate, Teleperformance, Convergys, --Budget Van Lines, IKEA and NTT.
“You guys are really great. If you ever need a recommendation for a show or prospective customer, please let me know. I am more satisfied with OrecX than any vendor I have EVER used!! (Joseph Coll, Bruck Law Offices)
Outsource Consultants - Call Center Advisors
CONSIDERING OUTSOURCING YOUR CALLS? Outsource Consultants is a call center referral and advisory firm that helps companies find the best call center and BPO outsourcing solution. Our FREE service will save you significant time and help minimize your risk when switching or selecting a new call center partner.
We provide this service to help companies find the best call center outsourcing services to meet their unique needs. Our consultative approach allows us to identify call center providers that are best aligned with your goals and objectives. Our over 20 years of outsourcing industry experience allows us to identify and implement solutions that help your organization save time and help you gain efficiencies.
You can rely on us to recommend a call center with expertise in your vertical market or industry to ensure the success of your initiatives. There is never a fee for our consultation and recommendation of an appropriate call center based on your requirements.
Our process is very simple: Just contact us at 952-303-2478 to discuss your business needs and objectives and we will recommend the top call centers that are the best fit for your outsourcing criteria.
OUTSOURCE CONSULTANTS - Call Center Outsourcing Advisors
Contact: Corey Kotlarz
A privately-held, American-owned company, Pipkins, Inc. was founded in 1983. Headquartered in St. Louis, Missouri, the firm has become the leading supplier of workforce management software and services to the contact center industry, providing sophisticated forecasting and scheduling technology for both the front and back office.
Over its 34-year history, Pipkins has consistently created and delivered superior workforce management products for contact centers of all sizes. Pipkins’ boasts 13 industry-first applications with solutions that are 3-5 years ahead of the curve. Today, the Pipkins team continues to develop new applications to provide contact center managers with the state-of-the-art tools necessary to improve the efficiency and effectiveness of their people and systems … tools that are tailored for the management of today’s complex, multi-channel and omni-channel contact center environments. In addition, Pipkins WFM solutions have applications for back office and remote workers, as well as a range of other business operations.
The company has an installed base of solutions in a wide variety of industries, from financial services and health care to manufacturing, travel, and telecommunications. Pipkins’ systems forecast and schedule more than 300,000 agents in over 500 locations across all industries worldwide.
Follow us on social media:
POWERHOUSE CONSULTING, INC.
“We simplify complex business process.”
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 firstname.lastname@example.org or call Chris Hastings, PowerHouse President at 603-488-0203. Visit us at www.powerhouse1.com.
Procom is an onshore, customer friendly alternative to offshore call centers. Our unique business model provides the economic benefits of 100% USA based agents at near shore pricing. Our educated, motivated and engaged team of agents ensures that quality communication and engagement are never sacrificed.
We are the call center of the future.
Moving at the Speed of Progress
Incorporating the most recent technological advancements into the way we do business, including predictive dialing, blended agents and inbound advanced call routing backed by digital recording capability, is a cornerstone of our success.
Our 100% USA based agents are the engine that drives it. We understand that the real key to servicing our customers is the staff talent we dedicate to handling your projects. Our clients benefit daily from a team that is educated, motivated, and waiting to take your business forward.
Procom provides a full-service package for both outbound and inbound services, including :
- B2B and B2C Marketing
- Customer Service
- Financial Services
- Political Polling
- Complicated Surveys
- Lead Generation
- Appointment Setting
Our B2B experience includes supporting the following verticals: Telcom, Internet, Cable, Utilities, Insurance, Office Supplies, Credit Card Processing, Small Business Loans, Wholesale Floorcoverings and Solar.
Blended seats and quick access to additional agents give us a significant advantage handling unexpected spikes in inbound call volume.
Procom is the partner you need for a bright, bold future.
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
Radclyffe Partners, LLC is the premier training and consulting firm that specializes in human performance and world class service delivery for contact centers across all industries. With over three decades of experience in both leading contact centers and providing consulting and training services to thousands of organizations, Radclyffe has created some of the industry’s most recognized best practices with measurable results. From its flagship product, Strategic Interaction Skills™ Workshop (customer interaction skills training) to its latest innovative Discovery Coaching for Service Quality™ Suite of products, Radclyffe always makes sure its products are customized to the client’s environment and achieve the intended results by integrating measurement programs for a 360◦ customer experience perspective. What is the point in measuring world class service interactions without ensuring the customer experienced it? If you want results, contact Radclyffe Partners, LLC today by visiting our website at www.radclyffepartners.com.
RESPONSIVE CALL CENTER
Responsive Call Center has over 40 years of experience managing inbound, outbound and business process outsourcing services to satisfy our customers’ unique needs. We provide real time technological solutions to optimize work flow. We offer a myriad of telecommunications hardware and software including IVR (Interactive Voice Response),WFM (Workforce Management), Softphone Software, CTI enabled phone applications. We have centers in:
2. South Carolina
6. Managua, Nicaragua
7. Santa Cruz, Bolivia
8. Lima, Perú
Phone: 908 783-0461
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.email@example.com
Sencommunications®, Inc. is a Nationally Certified Women's Business Enterprise with over 27 years of experience in Contact Center products and services. We specialize in providing technology solutions which keep your agents productive while providing the strongest ROI on your investment. Sencomm® is committed to the highest standards of business ethics and makes customer satisfaction our number one priority.
SHL, the global leader in talent innovation, helps companies transform productivity through deeper people insight. Powering the future of business, our data and tools are proven to drive stronger, more sustainable business outcomes.
Our unrivalled assessment science, benchmark data and analytics empower leaders and their teams to make confident, data-driven people decisions, when it matters most – transforming the way organisations recruit, manage and develop talent. With 40-years of talent expertise, we’re a trusted technology partner to more than 10,000 companies worldwide. We work with companies of all sizes in every industry across more than 150 countries, including 80% of the FTSE 100 and 50% of the Fortune Global 500. For more information, visit www.shl.com
Feel free to contact us: https://www.shl.com/en/contact/
Connect with us:
• LinkedIn https://www.linkedin.com/company/shlglobal/
• Youtube https://www.youtube.com/user/SHLGroup
• Facebook https://www.facebook.com/SHLGlobal/
• Twitter https://twitter.com/SHLglobal
TeamHealth Medical Call Center
With more than 19 years of experience and more than 9 million calls from primary care physicians, specialists, managed care organizations and other healthcare organizations, The TeamHealth Medical Call Center (THMCC) is the premier provider of medical call center solutions. THMCC serves more than 9,500 physicians, health plans, home health and hospice organizations, and employers.
As a division of TeamHealth Holdings, a 38 year-old physician founded and led medical staffing organization with $3.7 billion in annual revenue, THMCC was originally created in 1996 to serve our own clinics. Through our physician leadershipand commitment to quality, we have grown to provide solutions for some of the most prestigious healthcare organizations in the country.
THMCC is the cost-effective leader inreducing inappropriate or unnecessary utilization of healthcare resources, enhancing risk management and increasing patient satisfaction as well as promoting patient acquisition and generating referrals within a healthcare system. Our flexible services are designed to meet the unique needs and goals of your healthcare system, making us an invaluable client advisor.
THMCC is passionate about contributing to the success of our clients. We have our finger on the pulse of the changing healthcare industry and are creating and exploring new technologies to make our provider clients’ lives easier, providing analytics and reporting that positively position our clients, meeting the consumer demands for the way our services are delivered and bringing greater quality and cost containment to our clients and the healthcare industry.
TELEVERGENCE SOLUTIONS (TSI)
Televergence Solutions (TSI) is a telecommunications carrier who attributes over 30 years of success and an average length of customer of 15 years to quality and competitively priced products: inbound toll free and high calls per second/call completion rate outbound long distance. Pre-qualified candidates receive a 10,000 minute free trial.
C-Level account management and customer service as a competitive advantage is responsible for the company's average length of customer at 15 years. Customers have direct access to the CTO, CEO and a dedicated Customer Success Manager.
Founded and managed by the CEO, Deb Ward, whose integrity and reputation is exemplary in the telecommunications space, she is the first and current Chairwoman of INCOMPAS (formerly known as Comptel), the industry’s leading competitive telecommunications trade organization.
The company's CTO, David Deutsch, has extensive technical expertise in the call center telecom space and manages the fully staffed, U.S. based 24 x 7 x 365 Network Operating Center (NOC). The technical team has an average of 18 years of experience and is familiar with most legacy and nex-gen platforms; including Dialogic, Acculabs, Brooktrout, Nortel, Avaya, and Asterisk. An on-premise TDM to SIP conversion and loan equipment program for legacy platforms is available to candidates who otherwise qualify.
Leadership, membership, and board roles are maintained within numerous Professional Trade Organizations, including INCOMPAS (formerly known as Comptel), Federal Internet Service Providers Association (FISPA), Insights Association (formerly the Marketing Research Association), National Association of Women Business Owners (NAWBO), Nashville Chamber of Commerce, Professional Association for Customer Engagement (PACE), Telecom Associates and Women In The Channel (WIC). WBENC (Women Business Enterprise National Council) certification has been submitted (July, 2017).
Seeking a Contact Center Outsourcing Provider?
- To increase sales?
- Sales team consistently outperforming your in-house team?
- Contact centers that can scale up quickly?
- Personalized attention from your outsourcing firm’s leaders?
- Flexible enough to make changes at short notice?
- Outsourcing suppliers who stand behind their promises?
- You’ve found the right place at The Heller Group.
Obsessed About Your Sales
The Heller Group was founded in 2005. Our mission? We’re obsessed with increasing your sales. Clients capture that obsession, the partnership thrives and client endorsements grow, as The Heller Group has consistently met and surpassed our clients’ outsourcing objectives. That’s why a leading Fortune 50 communications client has included The Heller Group in its Circle of Excellence every year since the award’s inception, and the same client’s President’s and Diamond awards were given to The Heller Group in 2012, 2013 and 2014.
Our business won’t grow if our clients aren’t growing. It’s no coincidence that The Heller Group was included in The Inc. 5000 ranking of the fastest-growing companies in America. That growth goes back to how much our clients have expanded. In the case of one client: A major fuel management company needing sales and marketing support contracted The Heller Group. After a few months of testing, results generated by Heller Group agents proved to be so valuable that the client enlisted more Heller agents and expanded its sales force 400%. These are the types of results that The Heller Group expects to provide for your contact center sales, marketing and customer care initiatives.
Testing the Waters
The relationship can start with a foot in the water before the all-out plunge. The Heller Group will act as your partner to accelerate sales starting with a select team of associates, then scale up after your expectations have been met. And, unlike most of our competitors, we are so serious about delivering results that we even offer flexible pricing options reflecting performance and mutual responsibility.
Applying Technology, Access
The important “people and processes” sales elements at The Heller Group are complemented by our investment in advanced and flexible technology, capable of meeting your most complex requirements. Plus, your firm will find the decision makers at The Heller Group approachable and creative, unlike so many competitors oversubscribed, unwilling, or unable to give the proper attention to your account.
Are your reps struggling to keep customers happy, achieve FCR and decrease escalated calls? Ulysses Learning provides conversation skills training to leaders and associates to ensure readiness for anticipating and satisfing customers’ needs.
For the past 18 years, Ulysses Learning has been helping contact centers improve conversations at the point of contact between reps and customers and reps and coaches by leveraging proven content and blended learning approach.
Our solutions include ServiceMentor™, CoachingMentor™, QualityMentor™, SalesMentor™ and Leadership Development. They use our proven Judgment@Work methodology and blend simulation-based e-Learning with other performance improvement components that have been validated through extensive research, client results and ongoing analysis. Help your service organization be primed and equipped with the skills needed for gaining your customer’s confidence and trust.
One reason our training is so successful is because we tailor our training methods to our audiences, taking into consideration their learning style and level of experience including:
• Just-in-time training and coaching, which provides instruction in small snippets at the right time for the learner
• Self-directed, self-paced learning that accommodates different learning styles
• Peer mentoring so learners can share experiences
“Customers should be at the center of what we do. We could have spent a lot of time figuring out training and coaching best practices by ourselves. Instead, we partnered with Ulysses Learning to determine what makes a good customer experience – and trained our employees to make that happen.” – V.P., Customer Service, Utility Company
Deliver the customer service your customers demand by choosing contact center training with proven results.
Contact Ulysses Learning today!
UNITEL PERFORMANCE MARKETING
Unitel Performance Marketing is a full-service marketing organization. Our premier outbound sales service offers an exclusive pay-for-performance program, awarding brands up to a 30% increase in top-line revenue. Unitel holds an industry best close ratio. Simply put, we generate a new stream of revenue that never would have otherwise existed.
Throughout 19+ years of testing and refinement we have created a proprietary, and predictable, outbound sales system that allows us to target active and inactive customers realized, and unrealized, needs; cross-selling and upselling current customers, reactivating dormant customers.
Our ancillary services include:
We work with clients to identify and map out solutions – building a call flow, expanding hours of operation, recording hold messages, on-hold messaging, voicemail options, IVR options, and off-site call routing.
We have a team of professional, upbeat, and friendly customer service experts ready to impress customers by delivering a positive brand image, 24/7/365. Our dedicated agents are only paid while working directly for our clients, making this service an affordable alternative to your existing internal office staff or expanding on an internal call center operation.
Being our accounts are 100% customizable, overflow call center services can be configured to provide customers with the exact level of support and professionalism they would have received had they called your businesses directly, 24/7/365.
VIP PERSONAL ASSISTANT:
Outsourcing your answering services to a live reception service, affords you professional full-time reception coverage for a fraction of the cost of hiring an employee.
UPSTREAM WORKS SOFTWARE, LTD. www.upstreamworks.com
Upstream Works provides best-in-class Omnichannel Contact Center software to increase agent success and customer engagement. We bring the customer journey together across all channels, interactions and applications with management simplicity and desktop elegance. For over 15 years, organizations around the world and across industries have benefited from Upstream Works’ experience and expertise, gaining operational efficiency and transforming the connected customer experience.
For more information contact firstname.lastname@example.org request a personal demo at email@example.com.
See UWF in action at www.upstreamworks.com.
USA Digital is a leading provider of high volume voice and data telecom products, including Long Distance, Toll Free, DIA, Private Line, and T.38/FoIP. Whether through SIP Trunking or on our TDM platform, we deliver connectivity and enhanced security for your business. USAD has a strong portfolio of ancillary services and features to complement these core products, such as SMS, MMS, off-site transfers, time of day/overflow routing and customer peering. USA Digital provides scalability and responsiveness expected by contact centers, without expensive multi-vendor integration. And, we SAVE you MONEY! Download our handy product guide to learn more, or visit us at www.usad.com or contact us at 888-872-3787, or firstname.lastname@example.org.
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.
Simplicity for the business users. Rich functionality for the enterprise. For any company looking for a fast and simple way to give agents a complete customer view, cross-channel service capabilities, collaboration tools and bring rapid innovations to customer interaction channels, Vocalcom is changing the game. Our portfolio of on-demand customer engagement solutions can be rapidly deployed with minimal investment and no IT support. Your customer benefit from a faster, smarter and more responsive customer service at every touch point, whether on mobile devices, the web, social media, in-store, or on the go. That’s all customers want!
Transform your contact center into a successful customer engagement center. Always on, always connected. Vocalcom powers meaningful, real-time customer connections enabling businesses to create rich customer interactions, and great multi-channel customer experiences. Our solutions are designed to enhance the profitability of every customer engagement while reducing costs. Organizations typically see a 30% reduction in training time, 40% in average handle time (AHT), +37% in fast first contact resolution (FCR), +40% in agents productivity, +300% in outbound contact rates. All powered by the Vocalcom Customer Platform.
Contact Us: http://www.vocalcom.com/en/t1/contact-us
Call Us: 1-888-622-5266
Web site: www.vocalcom.com
Worldwide Locations: http://www.vocalcom.com/en/offices
Director of Business Development
A premiere provider of call center services and integrated telecommunication services for businesses nationwide. With state-of-the-art call processing technology and a hardworking staff of domestically-based call representatives, we are committed to giving our clients affordable and effective solutions for their inbound and outbound call center needs. Our Call Center agents are proficient at providing customers with personalized insight and direction. Whether you're a company that regularly sees high volumes of calls or a business entering a seasonal period where calls triple or quadruple in average occurrence, we are here to help you. We support telephone calls, emails, and provide interactive web-based chat services. Call Kathy Gray @ 217-670-2304 to learn more.
MARKET RESEARCH PLUS “XzamCorp”
Outside Quality and Market Research Fieldwork
Existing programs or new projects. Since 1998.
We enjoy helping businesses clean-up and create QA (call center auditing), customer service evaluation (mystery-shops), satisfaction research (surveys), and call center programs.
We’re looking for client partners that want classy, careful service.
Jared Ray, President/Owner
3481 Oregon Avenue
Youngstown, OH 44509
(877) XzamCorp (992-6267
Direct: (440) 256-3781