SAN FRANCISCO, May 2, 2016 /PRNewswire/ -- The International
Customer Management Institute (ICMI) today previews announcements
in anticipation of its Contact Center Expo & Conference taking
place next week. The event will offer valuable content through
keynotes, sessions, workshops, site tours and more. In
addition, the conference will include an expo hall hosting top
companies within the customer management industry, as well as their
latest and greatest innovations. ICMI's 2016 Contact Center Expo
& Conference will take place May
10-13 in Long Beach, CA.
For more information and to register, visit:
icmi.com/Contact-Center-Expo-Conference
"ICMI prides itself on introducing the most innovative and
relevant products and services to contact center industry
professionals," said Patty Caron,
ICMI Event Director. "Each of these companies brings with them a
fresh perspective on what technologies will be needed as we move
forward within the customer management space. We celebrate the Expo
Hall as not only a place to discover new tools, but also an outlet
for folks to collaborate with other experienced professionals."
Below is a preview of announcements exhibitors will showcase
at the 2016 Contact Center Expo & Conference:
American Customer Care, Inc. (booth 832), an omni-channel
contact center with exceptional solutions, will be featuring
optimization strategies and integration techniques that will bring
your contact center into the future.
Assima (booth 612) will showcase their latest version of
Vimago, the next-generation performance enablement tool. Vimago is
an all-inclusive platform that consolidates access to cloned
virtual environments, live application performance support,
centralized content management and individualized performance
analytics.
Bright Pattern (booth 605) will showcase its latest
release that includes support for video, social messaging and
offers rich contact experience for multichannel interactions.
Personalized demos of Bright Pattern's multichannel software will
be available.
Calabrio's (booth 843) Calabrio ONE® software suite
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.
CallMiner (booth 533) announced the latest release of its
award winning Omni-channel customer journey analytics platform,
Eureka 10.170.0. This new release further empowers optimal customer
engagement outcomes with enhanced customer journey visualization,
root cause analysis, and agent performance management workflows
leading to better customer experiences, increased revenue,
compliance and efficiencies.
ComputerTalk (booth 726) will showcase ice (intelligent
communications exchange), an enterprise-class Microsoft-enabled
multimedia contact center that leverages your existing business
applications to deliver the tools contact centers need to provide
excellent service. ice works with any PBX and proven integrations
include SalesForce, Dynamics, Oracle, SAP, Avaya, Cisco, and Office
365.
DIOTEK (booth 545) will showcase the high-quality speech
synthesis/recognition solutions for diverse languages, including
English, Korean, Japanese, Chinese, French, Spanish and Portuguese,
that are based on 18 years of research and development. DIOTEK's
portfolio includes various domains including IVR call centers, UMS,
Voice Portal, Automated Attendant(AA), call-back, eBook/web
readers, Car navigation devices, and so on.
Fonolo's (booth 651) new "Chat-to-Voice" feature improves
the multi-channel customer experience. When customers hit a road
block on chat, agents can now send them to a live voice
representative without having to start over. Using Fonolo's
call-back solutions, contact centers can escalate conversations
from chat to voice, all while preserving context.
GamEffective (both 743) will showcase the newest release
of its performance gamification platform, featuring kudos, advanced
analytics, personalized goal setting and more.
HDI (booth 531) announces the release of, Better
Together - ITIL® and the HDI Support Centre Standard for a
High-Performance Support Centre, a co-branded white paper that
explores ITIL's integration with the HDI Support Center Standard to
provide support center-specific best practices for service desks
and help desks and examines how the standards work better
together.
HireIQ (booth 839) is pleased to announce the immediate
availability of its new Predictive Placement Assessment designed to
help place call center job applicants into the correct roles for
their emotional disposition.
IDology (booth 724) will be demonstrating their recently
announced solution, ExpectID Number Verification, which enables
real-time mobile number verification and improved Telephone
Consumer Protection Act (TCPA) compliance. IDology will also be
offering in-booth demos of their full identity verification and
fraud prevention solution suite.
inContact (booth 723) will showcase our Customer
Interaction Cloud, helping customers more easily meet their
customer experience and business goals with new capabilities in
Omnichannel Routing, Workforce Optimization, Voice as a Service,
Analytics and Open Cloud Platform. Find out why analysts Gartner,
IDC, Ovum and Frost name inContact a market leader.
Jabra (booth 632) will showcase its corded and wireless
headsets, which are specially designed for contact and service
center use. These devices work flawlessly with all major platforms,
including Cisco, Microsoft and Avaya. Jabra headsets will survive
thousands of phone calls and help reduce talk times and ensure less
calls are kept on hold.
ICMI and Lionbridge (booth 815) will release the findings
of a just-completed study of contact centers and multilingual
support. Attend a Fireside Chat on Thursday,
May 12 at 11:15 am pst with
ICMI's Justin Robbins to ensure your
organization can support customers of all languages across all
channels.
Loxysoft (booth 704) showcases its intuitive Workforce
Management platform ProScheduler, with new powerful service level
simulation- and overflow calculations along with intraday
management features.
Monet (booth 643) is excited to share news and demos of
its new WFM for Salesforce Service Cloud™, as well as its
cloud-based workforce optimization solution that includes workforce
management, performance management, quality management and
analytics.
Pipkins, Inc. (booth 831) will be showcasing its Vantage
Point and @HomeVantage WFM products. These hosted or premises-based
solutions offer comprehensive scheduling, forecasting, and planning
functionality for your complete enterprise-wide, front office, back
office, multi-site, call center workforce management and
performance management needs.
PSS Eckoh (booth 644) announces, CallGuard, enabling you
to take telephone payments from customers in a convenient and
professional way, while protecting their card data. You can also
remove your contact center from PCI DSS scope, thanks to the Level
One PCI DSS compliance offered by CallGuard.
PTP (booth 613), a vendor-neutral professional services
organization, broadened its customer experience portfolio by
partnering with Aspect, a leading provider of consumer engagement,
workforce optimization, and back-office solutions. Because PTP is
dedicated to offering clients best-of-breed solutions, this
partnership enhances PTP's ecosystem to solve the complex, CX
challenges enterprises face.
SHAKER (booth 708) will unveil and demonstrate a new suite
of Virtual Job Tryout® technology to screen and hire high
performing individuals into contact center and phone-based sales
and service jobs. This technology collects predictive data so
recruiters can rank and compare candidates to make excellent hiring
decisions.
ShoreTel (booth 609) will be showcasing its portfolio of
contact center solutions, including ShoreTel Flex (formerly Corvisa
One) and the new ShoreTel Connect Contact Center. For the first
time, ShoreTel will demonstrate a new drag and drop IVR builder for
ShoreTel Flex.
SourceAmerica (booth 534) will be showcasing our expanding
network of nonprofit agencies that train and employ workers with
disabilities who are currently supporting contact center, help
desk, and switchboard solutions.
Tata Communications (booth 627) will provide live demos of
InstaCC Global, their Hosted Contact Center Solution and CafeX.
InstaCC Global, based on Cisco HCS CCE can be deployed quickly with
mitigated risk. Underpinned by bundled applications - Video Agents
by CafeX, Omni-Channel, IVR, WFM and recording, ICCG provides cloud
solutions with superior end-customer experience, management and
reporting.
Teleopti (booth 540) will be showcasing the latest release
of its Workforce Management software, designed to help contact
centers optimize their business and become more customer focused.
Teleopti will also offer live demos that include its Gamification
functionality.
The CCS Companies (booth 746) have exciting new services
and technology upgrades coming to their current suite of
multi-channel communication products. Topping the list, improved
reporting interface with more accessible dashboards customized to
your KPI's, Visual IVR capabilities and their integrated Contact
Assurance service, providing top tier risk aversion and identity
verification.
To view the full list of 2016 sponsors and exhibitors, please
visit:
icmi.com/Contact-Center-Expo-Conference/Exhibitors/Exhibitors
Contact Center Expo & Conference: Expo Hall
All of
these exhibitors and more can be found in the event's Expo Hall
next week, giving a sneak peak into the innovations pushing today's
industry forward. In addition, this year's Contact Center Expo
& Conference will feature a long list of activities in the Expo
Hall. During Expo Hall hours attendees can attend book signings, a
Lunch & Learn, Solution Spotlight Sessions, an Expo Hall Bash,
a Peers & Beers Party and more.
Get Registered
Two, three and four-day passes are
available to suit your individual needs. For more information and
to register, visit: icmi.com/CCexpopass. Register with code
ICMI-PR and save 10% on any pass.
Register for a Media Pass here:
icmi.com/Contact-Center-Expo-Conference/Resources/Media-Center
Follow ICMI Online
Facebook:
facebook.com/CallCenterICMI/
Twitter: @CallCenterICMI (#CCExpo16)
Linkedin: linkedin.com/groups/50002/profile
About ICMI
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 a part of UBM plc (www.ubm.com), a global
events-led marketing services and communications company.
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SOURCE International Customer Management Institute (ICMI)