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Exhibitors
360 Scheduling
Strelley Hall, Nottingham, NG8 6PE, United Kingdom
+44-115-9061-263, info@360scheduling.com, www.360scheduling.com
360 Scheduling is the world’s leading supplier of workforce optimization technology. 360 Dynamic Scheduling Engine delivers enterprise-class, true real-time optimization as a suite of Web Services in a full Service Oriented Architecture and has been adopted by many vendors of Mobility and Service Management applications as the industry’s benchmark scheduling engine. In addition to real-time route planning and optimization, 360 Dynamic Scheduling Engine offers predictive deployment capabilities, demand forecasting, performance analysis as well as resource optimization and profiling.
Adventnet, Inc.
5200 Franklin Drive, Suite 115, Pleasanton, CA 94588
Phone: 925-924-9500, www.manageengine.com
ManageEngine is the Enterprise IT Management Software division of AdventNet, Inc. With more than 700,000 users worldwide, including 3 out of every 5 Fortune 500 companies, it is the fastest growing alternative to traditional network management frameworks.
Founded in 1996, AdventNet is a software company with a broad portfolio of elegantly designed & cost-effective products and web services, which are a viable and affordable alternate to expensive software. Its offerings in different vertical domains include: Enterprise IT mgmt (ManageEngine.com); collaboration, CRM & office productivity apps (Zoho.com); & test automation tools (QEngine.com).
Astea International
240 Gibraltar Road, Suite 300, Horsham, PA 19044
1-800-878-4657, info@astea.com, www.astea.com
Astea International (NASDAQ: ATEA) is a global provider of service lifecycle management solutions that address the unique needs of companies who manage capital equipment, mission critical assets and human capital. With the acquisition of FieldCentrix, Astea complements its existing portfolio with the industry’s leading mobile field service execution solutions. Since its inception in 1979, Astea has been helping more than 400 companies, around the world, drive even higher levels of customer satisfaction with faster response times and proactive communication, creating a seamless, consistent and highly personalized experience at every customer relationship touch point. For more information, visit www.astea.com.
Axeda Corporation
25 Forbes Boulevard - Suite 3, Foxboro, MA 02035
Phone: 508-337-9200, Fax: 508-337-9201, www.axeda.com
Axeda Corporation delivers on-demand remote service capabilities to some of the world’s leading manufacturing companies and large enterprises. The award-winning Axeda ServiceLink solution helps companies, including Abbott Laboratories, Diebold and EMC, proactively service and support products to drive optimal uptime at the lowest possible cost. In 2006, Axeda became the first and only remote service application provider to receive the prestigious VeriSign® Security Certification. Axeda Corporation is a privately held company headquartered in Foxboro, Mass. and can be reached at www.axeda.com.
Bomgar
578 Highland Colony Parkway, Suite 300, Ridgeland, MS 39157
601-519-0123, info@bomgar.com, www.bomgar.com
Bomgar delivers the only appliance-based software that allows support professionals to connect, on demand, to staff and clients via the internet and take control of the desktop for computer- related inquiries and problems. Bomgar does not require end user pre-installation or configuration and can connect to any PC or Mac anywhere in the world. Bomgar solutions are designed to support today’s increasingly mobile workforce while meeting the challenges of industry compliance and regulations.
Brother International
100 Somerset Corporate Blvd., Bridgewater, NJ 08807-0911
Phone: 1-908-704-1700, Fax: 1-908-704-8235, www.brother.com
Brother International is a leading provider of label and mobile printing solutions developed specifically for the field services market. Our MPrint™ mobile printing solutions and P-touch labelers can have a dramatic impact in your day to day operations, eliminating handwriting errors, helping you achieve higher productivity and delivering enhanced customer service. Brother’s solutions are ideal for a variety of on-demand field printing applications including: maintenance reports, repair estimates, work orders, inspection labels, asset labels, cable and wire labels and calibration labels.
Citrix Online
A division of Citrix Systems, Inc., 6500 Hollister Avenue, Goleta, CA 93117
Phone: 1-800-549-8541 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.
Citrix® GoToAssist® Corporate is a comprehensive remote-support solution that helps businesses increase revenue and reduce costs while improving customer satisfaction and problem resolution times. With GoToAssist Corporate, service professionals can provide an ideal customer experience by offering fast, easy and secure remote support.
Learn more about GoToAssist Corporate at our booth or visit www.gotoassist.com.
Clarabridge
11400 Commerce Park Drive, suite 500, reston, virginia 20191
703-663-2500, www.clarabridge.com
Clarabridge’s text mining software transforms text into actionable insight to improve market research, customer care, product development, quality assurance and risk management. Clarabridge’s award-winning software links the worlds of text mining, search and business intelligence (BI) to enable enterprises to more quickly and intuitively leverage all of their data to make better business decisions.
ClickSoftware
35 Corporate Drive, Suite 140, Burlington, MA 01803
1-888-438-3308, www.clicksoftware.com
ClickSoftware is the leading provider of mobile workforce management and service optimization solutions that create business value for service operations through higher levels of productivity, customer satisfaction and cost effectiveness. From proactive customer demand forecasting and capacity planning to real-time decision-making, ClickSoftware helps service organizations get the most out of their resources. With over 100 customers across a variety of industries and geographies, and strong partnerships with leading platform and system integration partners – ClickSoftware is uniquely positioned to deliver superb business performance to any organization.
Compuware Corporation
One Campus Martius
Detroit, MI 48226
Phone: 313-227-7300, Toll-Free: 800-521-9353, www.compuware.com
Compuware Corporation (Nasdaq: CPWR) maximizes the value IT brings to the business by helping CIOs more effectively manage the business of IT. Compuware solutions accelerate the development, improve the quality and enhance the performance of critical business systems while enabling CIOs to align and govern the entire IT portfolio, increasing efficiency, cost control and employee productivity throughout the IT organization. Founded in 1973, Compuware serves the world's leading IT organizations, including more than 90 percent of the Fortune 100 companies. Learn more about Compuware at http://www.compuware.com/.
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 interactions into a source of profit and strategic advantage for our clients. Please visit us at www.convergys.com.
CustomerSat
500 Ellis Street, Mountain View, CA 94043
Tel USA: 650-237-3300, Tel Europe: 44-1483-850398, www.CustomerSat.com
CustomerSat, Inc. (www.CustomerSat.com) is the leading provider of real-time systems that measure (survey), analyze and report on customer satisfaction and loyalty, and that drive and coordinate enterprise-wide action based on that feedback. Global 2000 corporations in financial services, technology, health care and telecom use hosted CustomerSat solutions to save at-risk customers, build recurring revenues and profits and drive company-wide rewards and recognition. Fast-growing and long-profitable CustomerSat has won numerous awards for both its technology and professional services.
Dynamic Mobile Data
285 Davidson Avenue, Somerset, NJ 08873
Phone: 732-302-1700, 866-435-7363, Fax: 732-302-9558, www.dmdsys.com
Dynamic Mobile Data’s fleet management solutions, FleetMetrixTM and GPS ViewpointTM, are designed for high impact decision making with the unique ability to remotely query and correlate data elements from the vehicle's central computer systems. DMD’s decision support suite extends beyond the limited snapshot from traditional on-board diagnostic and location-based products.
With experience gained from 30,000+ end users, DMD products are designed for rapid deployment, ease of use and application hosting; producing significant customer ROI from both revenue increases and cost reductions.
eVergance
6900 College Blvd., Suite 470, Overland Park, KS 66211
913-825-1000, info@eVergance.com, www.evergance.com
eVergance delivers proven strategic consulting, systems integration and managed services to enable the world’s best customer experiences. With deep expertise spanning multi-channel call centers, self-service, Web 2.0 and knowledge management, eVergance offers a practical, balanced approach that delivers exceptional results. Founded in 2002, eVergance is an independent subsidiary of KANA Software, partners with several of the top collaboration, search and hosting providers, and has helped over 100 clients reach their customer service and support goals. Visit eVergance online at www.eVergance.com.
Fuze Digital Solutions, LLC
12819 SE 38th St. #505, Bellevue, WA 98006
Phone: 425-649-1246, Toll Free: 866-631-0188, www.fuzeds.com
Fuze, the first and only provider of knowledge base technology to leverage your community’s wisdom, provides a comprehensive, robust and modular yet easy to use and administer customer care technology that allows quality self-service and assisted-service across all support channels. Modules include: knowledge base; feedback, email and contact management; chat; usage analytics and more. Ease of use, cost, personalized support and flexible and innovative capabilities are all reasons large and small choose Fuze over competing solutions.
Helpstream
2001 Landings Drive, Mountain View, CA 94043
Phone: 650-605-6800, Fax: 650-605-6801, www.helpstream.com
Helpstream is leading the development of highly collaborative customer service and help desk solutions. Designed as an enterprise-class SaaS solution built for collaboration from the ground up, the Helpstream solution allows organizations to greatly improve the customer service experience while keeping cost to a minimum and vastly increasing visibility into the customer experience. Helpstream has over 15,000 users in a variety of industries, including high tech, consumer electronics, government, healthcare, financial services and professional services. For more information, please visit http://www.helpstream.com.
Impact Learning Systems
1331 Archer Street, San Luis Obispo, CA 93401
Phone: 1-800-545-9003, Fax: 805-545-9075, www.impactlearning.com
Impact Learning Systems provides customer service and sales training for help desk and field service representatives. Our help desk and field service programs are the approved training courses for SSPA’s CSP-I, CSP-II, and CSP-S certifications. All of our approved training courses for AFSMI’s and SSPA’s programs are designed to teach usable skills while building team enthusiasm and a positive work environment. Our goal is to help your employees measurably improve their customer contact skills so that your business prospers and your employees feel good about their contribution.
InQuira Inc.
851 Traeger Avenue, Suite 125, San Bruno, CA 94066
650-246-5000, sales@InQuira.com, www.InQuira.com
InQuira improves the quality of customer interactions through websites and contact centers with integrated applications for intelligent search, knowledge management, analytics and user experience. InQuira’s solutions leverage InQuira’s patented intelligent search technology to understand a customer's intent in real-time, and dynamically create a personalized support experience that incorporates the right information, data, and application links to accelerate time to resolution for every customer service interaction. InQuira’s blue-chip customers include AT&T, Bank of America, DaimlerChrysler, BEA Systems, Mentor Graphics, Fidelity Investments, Honda, and E*Trade.
InStranet, Inc. – Now Salesforce.com!
20 North Wacker Drive, Suite 1425, Chicago, IL 60606
Phone: 312-629-4570, Fax: 312-629-4571, info-usa@instranet.com, www.instranet.com
Global 2000 companies rely on InStranet's solutions to automate content and knowledge delivery for contact centers, field sales and Web self-care for servicing and sales initiatives. InStranet's Multi-Channel Knowledge Applications enable businesses to securely create, sustain and distribute critical profile-based content for enterprise channels, and to analyze results to identify key successes or areas for improvement.
ISOdx
8999 Gemini Parkway, Columbus, OH 43240
Phone: 614-431-8000, Toll-Free: 800-288-3475, www.isodxsolutions.com
ISOdx IT software for service/support businesses and internal help desk teams empowers efficiency, productivity and proactivity. ISOdx Rapid Resolve and ISOdx Rapid Resolve OEM, were created to address the IT industry's biggest challenge—the fact that 87 percent of all IT support issues are triggered by problematic infrastructure changes. Collecting snapshots from any hardware, operating systems and solid state devices, ISOdx software provides a comparative base that instantly pinpoints infrastructure problem sources and allows businesses to reduce time to problem resolution by up to 75%.
KANA
181 Constitution Drive, Menlo Park, CA 94025
800-737-8738, www.kana.com
KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information visit www.kana.com.
KEPNER-TREGOE (KT)
PO Box 704, Princeton, NJ 08542
609-921-2806, 800-537-6378, info@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.
KNOVA, a Consona CRM Solution
10201 Torre Avenue, Suite 350, Cupertino, CA 95014,
1-800-572-5748, info@knova.com, www.KNOVA.com
KNOVA provides Intelligent Customer Experience solutions that maximize the value of every interaction throughout the customer lifecycle. The KNOVA 7 suite of self-service, contact center, and peer support applications automates the most critical part of customer service – actually resolving the case, not just tracking it. KNOVA’s Interactive Marketing solutions deliver a trusted, personalized, and optimized customer experience. The result: reduced service costs while improving customer satisfaction, and increased revenues from a more loyal customer base.
Kuehne + Nagel
22 Spencer Street, Naugatuck, Connecticut 06770
Phone: 1-888-749-8726, www.kuehne-nagel.com
As a global provider of spare parts logistics solutions, Kuehne + Nagel has proven capabilities managing end-to-end service parts logistics operations for some of the world’s most respected companies. Our solutions incorporate a 7x24x365 customer-contact center, visibility tools, forward-positioned inventory from more than 175 stocking locations across the globe, expedited delivery services and reverse logistics operations. To learn how KN Critical Service Logistics solutions can optimize your logistics network, please visit: www.kuehne-nagel.com or call 1-888-749-8726.
Lithium
6121 Hollis Street, Ste. 4, Emeryville, CA 94608
Phone: 510-653-6800, www.lithium.com
Lithium Technologies provides market-leading solutions for building successful enterprise communities on-demand. Lithium's proven forums and chats are backed by community management expertise that enables clients to decrease customer care costs while improving the overall customer experience. Through self-service and peer-support, customers get answers and contribute content that keeps the community current, while diverting up to 25% of inquiries. Deploying communities has proven to free-up valuable support resources and improve efficiency in customer service operations everywhere.
Living-e, Inc.
455 Market Street, Ste. 550, San Francisco, CA 94105
Tel: 415-839-6833, Fax: 415-839-6836, info@living-e.com, www.living-e.com
Living-e, Inc. provides service-driven enterprises with intelligent multichannel communication and information management solutions, based on cutting-edge artificial intelligence and patented text analysis technologies. Our self-learning software optimizes and automates the processing of unstructured data with unprecedented accuracy helping our customers deliver a superior customer experience, while achieving significant operational efficiency and productivity gains. Global brands that trust us: BASF, Condor, Nortel, 1&1 Internet AG, Blaupunkt, GMX, Publicis, Siemens, Lufthansa Miles & More, Convergys, T-Online, and the German Army.
NextNine
7N771 Phar Lap Drive, St. Charles, IL 60175
Phone: 630-443-1190, Fax: 646-435-9451, www.nextnine.com
Imagine having your best support engineer at every customer site!
NextNine is a global provider of support automation solutions. Its Virtual Support Engineer™ allows technology vendors to proactively monitor and service their products at the customer site and automate the discovery, diagnosis and resolution of problems before the customer is disrupted. Global leaders utilize NextNine’s platform to cost-effectively increase customer satisfaction, reduce support costs, secure service revenues and maximize system uptime. For more information, visit our website at www.NextNine.com
NTRglobal
4849 Alpha Road, Suite 200, Dallas, TX 75244
Phone: 866-459-2543, Fax: 469-385-1738, sales@ntrglobal.com, www.ntrglobal.com
Everyday more than 14,000 companies in over 60 countries rely on www.NTRglobal.com to deliver the highest levels of security and reliability for on-demand remote support with NTRsupportä and to automate and proactively manage their network systems administration tasks with NTRadminä. Visit our booth to learn how we can assist you in making your service operations more productive, customizing and branding your support portal or integrating with your CRM system.
Onyx Software
12131 113th Ave. NE, Suite 101, Kirkland, WA 98034
Phone: 1-425-250-5800 1-888-ASK-ONYX, Fax: 425.823.3075, info@onyx.com, www.onyx.com
Onyx Software, a Consona CRM solution, provides customer relationship management solutions for the enterprise. Onyx enables marketing, service and support organizations to capture, share and automate customer data and processes across the enterprise, quickly and cost-effectively. With its integrated suite of customer data management, process management and business intelligence products, Onyx helps businesses reduce costs, increase productivity, grow revenue and ensure compliance, while providing them with a competitive advantage. Onyx solutions are utilized by organizations world-wide including recognized industry leaders Wells Fargo, AIG, the Seattle Mariners and Konica Minolta.
OpenAir, Inc.
211 Congress Street, 8th Floor, Boston, MA 02110
1-888-367-1715, sales@openair.com, www.openair.com
OpenAir professional services automation (PSA) solution streamlines the services organization’s entire business cycle, from developing new business, to staffing and managing projects, through financial analysis and billing, making your enterprise more efficient and effective. Our PSA solution offers modules for project and resource management, time and expense tracking, project accounting, knowledge management, reporting and billing, and requires nothing more than a browser and supports a variety of mobile devices.
Oracle Corporation
500 Oracle Parkway, Redwood City, CA 94065
1-800-633-0738, www.oracle.com
Oracle (NASDAQ: ORCL) is the world’s largest enterprise software company.
As the global leader in customer relationship management (CRM), Oracle CRM boasts more than 5,000 customers and 4.6 million users worldwide. Oracle’s Customer Service, Field Service, and Contact Center solutions, part of Oracle CRM, are recognized as market leaders by the foremost analyst firms. Oracle provides a complete portfolio of product solutions to help organizations of all sizes to better manage their service interaction.
Parature, Inc.
8000 Towers Crescent Drive, Suite 800, Vienna, VA 22182
1-877-GO-PARATURE. www.parature.com
Parature, the market leader in on-demand customer support software solutions, enables organizations to improve their internal and external support systems while reducing costs. The company's flagship product is an easy-to-use, comprehensive and affordable customer service solution for associations, businesses, educational institutions, and government agencies. Parature enables organizations to manage all of their support needs through a fully integrated multi-channel solution.
PlumChoice Inc.
5 Federal St #003, Billerica, MA 01821
866-811-3321, www.plumchoice.com
Since 2000, PlumChoice has been the industry leader in technical innovation and integrated services, providing customers with affordable remote service solutions to their technology problems anytime, anywhere. Through its exclusive SAFElink™ platform, PlumChoice offers comprehensive service options for networking, software, PCs, peripherals, mobile devices and MORE. PlumChoice’s 100% U.S.-based, industry-certified agents are available 24/7/365. PlumChoice’s Partner program helps business partners add technical services to extend their connection to customers and grow revenue quickly.
PureShare
80 Aberdeen St. Suite 400 Ottawa, Ontario K1S 5R5
613-236-1644, info@pureshare.com, www.pureshare.com
PureShare, is a provider of software products that enable better business performance through proactive metrics management. Whether the environment is a Help Desk, Network Operations Center, Call Center, or multi-function service group, PureShare provides CIOs and supervisors with holistic views of performance independently of the systems underlying those operations. Our customers include Global 1000, Fortune 500, and mid-size organizations in risk, insurance, ITSM, support, retail and other industry sectors. For more information, please visit www.pureshare.com.
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| Qualtech Systems Inc. 100 Great Meadow Rd, Suite 603, Wethersfield, CT 06109 Phone: 860-257-8014 x 1100, Fax: 860-25708312, info@teamqsi.com, www.teamqsi.com |
Qualtech Systems Inc.
100 Great Meadow Rd, Suite 603, Wethersfield, CT 06109
Phone: 860-257-8014 x 1100, Fax: 860-25708312, info@teamqsi.com, www.teamqsi.com
Qualtech Systems, Inc. (QSI) provides intelligent remote health monitoring and diagnostics software to service organizations that support complex equipment. By deploying applications for diagnosis before dispatch, guided troubleshooting and design for serviceability, QSI clients achieve a three fold reduction in troubleshooting time and automatically identify the root cause of an issue to one component 96% of the time. QSI’s customers include Boeing, FEI Company, GE, Honeywell, NANS, Orbotech, Pratt & Whitney, Sikorsky, KLA-Tencor, Thales and DoD.
QuickArrow
11675 Jollyville Road, Ste #200, Austin, TX 78759
Tel: 800-870-8436, www.QuickArrow.com
QuickArrow is the leading provider of automation and management software for professional services organizations. QuickArrow offers the first and only PSA solution specifically designed to streamline operations and provide visibility into all key operational metrics for Billable Services Organizations. QuickArrow is a founding member of TPSA, and has worked closely with Thomas Lah for more than two years. TPSA members who are also QuickArrow clients include Borland, salesforce.com, Genesys Telecommunications Lab, Mercury, GlassHouse Technologies, and Software AG.
RightNow Technologies, Inc.
40 Enterprise Blvd., P.O. Box 9300, Bozeman, MT 59718-9300
Phone: 406-522-4200, www.rightnow.com
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit www.rightnow.com
Salesforce.com
The Landmark @ One Market, San Francisco, CA, 94105
Phone: 415-901-7000, Toll-free: 1-800-NO-SOFTWARE, Fax: 415-901-7040, www.salesforce.com
Salesforce.com is the worldwide leader in software as a service (SaaS) CRM services. Thousands of companies of all sizes are using Salesforce CRM Customer Service & Support to turn their customers into evangelists, transform their agents into brand champions, and focus on service innovation rather than infrastructure.
This award-winning application delivers a:
- Call Center application that makes every agent successful
- Customer Portal that makes self-service the preferred destination for customers
- Proven Knowledge Base used by 350,000 global call center agents and millions of self-service customers.
SERVICE 800
2190 West Wayzata Blvd., Minneapolis, MN 55356-0800
Phone: 800-475-3747, www.service800.com
SERVICE 800’s low-cost follow-ups within hours of your service contact impress customers and produce accurate measurements of technicians, processes, and 3rd parties. Low-cost measurements include HOT sheets of urgent situations and full performance analysis. SERVICE 800 completes follow-ups on time every time, putting real time customer feedback in manager’s hands when it counts. Ask us about follow-up calls, web surveys, and monthly service level benchmarks. Interviewing in more than 30 languages around the world with offices in Minneapolis and London.
ServicePower
175 Admiral Cochrane Dr., Suite 203, Annapolis, MD 21401
Phone: 410-571-6333, Fax: 410-571-9330, info@servicepower.com, www.servicepower.com
SERVICEPower provides services, technology solutions and industry expertise to allow service businesses to operate with peak efficiency. For over 10 years, we have assisted our customers in successfully addressing the three key service delivery challenges: providing higher quality service, reducing service delivery costs, and growing revenue and profitability. Leading companies such as Avaya, GE Appliances and Siemens rely on SERVICEPower to optimize their service chain, improve efficiency and better service their customers through advanced technology and services.
Service Research & Innovation Initiative
11031 Via Frontera, Ste A, San Diego, CA 92127
Phone: 858-618-7297, Fax: 858-674-6794, info@thesrii.org, www.thesrii.org
Jointly founded in 2006 by IBM Research, Oracle, the Technology Professional Services Association (TPSA), and the Service & Support Professionals Association (SSPA), the SRI Initiative is a consortium of technology companies, government agencies and leading universities dedicated to fostering advancements in service research. The organization will accomplish this by raising awareness of this issue through conferences, symposia and the SRINet.com Web site – the informational hub for the effort. Members include HP, Cisco, Microsoft, Arizona State University, University of Maryland, Wharton School of Business and the European Commission and the Fraunhofer Institute. The SRI Initiative is headquartered in the Silicon Valley. Organizations who are interested in participating in and getting involved with the SRI Initiative should visit the Web site for more information - www.thesri.org.
SupportSpace
400 Oyster Point Boulevard, Suite 401 South San Francisco, CA 94080
www.supportspace.com, info@supportspace.com
SupportSpace provides partners and their users a ‘new standard of tech support’ with unparalleled choice, quality, and transparency unmatched in the industry today. SupportSpace offers instant access to the Web’s most robust network of independent, certified tech support experts. Partners can either upgrade their existing support capabilities or add live tech support as a new service. Partners can control the support experience by customizing widget design, selecting experts, defining the pricing model, and service methodology.
Syntellect
16610 N Black Canyon Hwy, Suite 100, Phoenix, AZ 85053
Auto Attendant 800-788-9733, say "Info”
info@syntellect.com, www.syntellect.com
Syntellect Customer Interaction Management (CIM) solutions match your customer's needs for anytime, anywhere access with the enterprise's needs to deliver an optimized customer experience. Syntellect delivers custom self-service speech and contact center solutions utilizing our products, services, and applications along with years of vertical experience that resolve your business needs.
Talisma Corporation
3015 – 112th Avenue NE Suite 100 Bellevue, WA 98004
Phone: 425-250-4900, 1-888-462-3484, Fax: 425-250-5000, sales@talisma.com, www.talisma.com
Talisma Corporation, an nGenera Company, is the leading provider of Customer Interaction Management (CIM) solutions that empower businesses to deliver an exceptional customer experience. Talisma’s proven products help customer service and support organizations to proactively and reactively engage in a continuous customer dialog by integrating Web self-service, email response, live chat, VoIP, phone, and campaign management with comprehensive analytics and a system-wide knowledge base. Talisma has nearly 1,000 customers globally with offices located across Asia-Pacific, Europe, and North America.
TSANet
9401 Indian Creek Pkwy., #180, Overland Park, KS 66210
Phone: 913-345-9311, www.tsanet.org
Founded in 1993, TSANet (Technical Support Alliance Network) is a worldwide support alliance that offers an industry-wide forum to facilitate servicing multi-vendor customers while providing an infrastructure for more efficient multi-vendor problem solving. Membership includes industry giants such as Dell, EMC, HP, IBM, Intel, Microsoft, Novell, Red Hat, Symantec, Sun Microsystems, and Unisys. TSANet can be reached at 913-345-9311 or at www.tsanet.org.
Verint® Witness Actionable Solutions™
330 South Service Road
Melville, NY 11747
800-4-Verint, www.verint.com
Verint® Witness Actionable Solutions™ is the leader in analytics-driven workforce optimization. Its solutions are designed to help organizations capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience in contact centers, remote office, branch, and back-office operations.
Vertical Solutions Inc. (VSI)
4243 Hunt Road, Cincinnati, OH 45242
Phone: 513-891-7997, Toll Free: 800-466-0238, info@vertsol.com, www.VSI-PowerHelp.com
Vertical Solutions, Inc. (VSI) develops, implements, and supports its award-winning PowerHelp® suite of service management software solutions. PowerHelp® is a robust, modular application that offers in-depth functionality for Customer Support, Field Service, Sales/Marketing Automation, and Mobile environments. VSI's customer list is 100-percent referenceable and includes ACCO Brands (GBC), Reynolds & Reynolds, ABB, Inc., and A. O. Smith Water Products Company. VSI is headquartered in Cincinnati, OH. Fast...Powerful...Guaranteed. For more information, visit www.VSI-PowerHelp.com.
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| Zebra Technologies Corporation 333 Corporate Woods Parkway, Vernon Hills, IL 60061-3109 Phone: 847-634-6700, 866-230-9494, Fax: 847-913-8766, www.zebra.com |
Motorola, Inc. 1303 E. Algonquin Rd., Schaumburg, IL 60196 Phone: 866-416-8545, Fax: 847-576-5372, www.motorola.com |
Access real-time data. Accelerate productivity and Field Service efficiency.
Zebra and Motorola: Two industry leaders. One integrated solution.
Offering the widest range of mobile printers in the industry, Zebra Technologies Corporation improves customers’ business performance through products and solutions that identify, track and manage assets, transactions and people. Companies use Zebra printers, supplies, RFID products and software to increase productivity, improve quality, lower costs, and deliver better customer service. Learn more at www.zebra.com.
Motorola is a recognized leader for enterprise mobility solutions delivering enterprise anywhere to enterprises everywhere. Our solutions include a variety of technologies and devices– from mobile computers to automated data capture devices, RFID, two-way radios, enterprise wireless LAN and broadband – to ensure unprecedented control of information across your operations. For more information please visit www.motorola.com/enterprise.
AFSMI Chapters
AFSMI Central Texas Chapter
Meetings: Every two months, mid-month
Location: NW Austin - Oracle, SE Austin - Tokyo Electron (alternating)
Chapter President: Kevin Chasey, VP Service, Tokyo Electron America
Kevin.chasey@us.tel.com, www.centexafsmi.org
The Central Texas Chapter provides a forum for local service professionals to meet the growing challenges of today’s services industry and reach their full potential through chapter educational events.
AFSMI France Chapter
Meetings: 8 per year. Generally on Thursday evening. 18-20 pm + dinner
Location: NOVOTEL Sèvres (Paris West)
Chapter President: Bruno Adeline, INDETEC, Technical Recruitment Agency.
president@afsm.fr ; bruno.adeline@indetec.fr
In 2008-2009, our plan is to continue to focus on our members’ issues—to bring them expertise and solutions, and to grow the membership base, thereby increasing network connections as a whole.
AFSMI Chapter Netherlands
Meetings: 4 times/year afternoon session,1 time full day congress
Location/secretary: Harry Hannink: Address: AFSMI Netherlands-Ywan de Molstraat 1, Postcode: 5751 MZ Deurne. E-mail: h.hannink@sermac.nl
Chapter President:Christiaan Quellhorst, Country Director Service & Supply Chain Canon.
E-mail: C.Quellhorst@Canon.nl
For 2008, the Netherlands Chapter is focused on service leadership, service strategy, new service marketing concepts, the future profile of service employees and service logistics.
AFSMI NorthTexas Chapter
Meetings: Quarterly
Location: Dallas / Ft. Worth area
Chapter President: Keith Evans (Fujitsu Network Communications Richardson, TX)
KPEvans@ntafsmi.org, www.ntafsmi.org
The NorthTexas Chapter, based in the Dallas / Fort Worth area supports the goals of AFSM International by providing the opportunity for Services Leaders to share knowledge, fellowship, and career connections that further the personal and professional development of executives, managers, and other individuals involved in s-business in the NorthTexas region.
AFSMI Philadelphia-Area Chapter
Meetings: Quarterly, Second Tuesday
Location: Southeastern Pennsylvania (e.g., King of Prussia, Horsham, West Chester, etc.)
Chapter President: William K. Pollock, President, Strategies For Growth
Phone: 610- 399-9717, Fax: 610- 399-9718, E-Mail: wkp@s4growth.com
The Philadelphia-Area Chapter of AFSMI, formed in January 2004, continually seeks to build its membership and schedule premium events to support the services community.
AFSMI UK Chapter
Meetings: Once a quarter Location: Past locations include Uxbridge, Milton Keynes, Northampton
Chapter President: Simon Morris, VP Marketing Operations, ClickSoftware, Simon.morris@afsmi.org, www.afsmi.org.uk
Voted 2006 Chapter of the Year, the UK Chapter provides a forum for service professionals to meet the growing challenges of today’s services industry and reach their full potential through educational events and networking.
AFSMI Washington, D.C. Chapter
Meetings: Quarterly
Location: Washington D.C., Maryland, Virginia
Chapter President: Bill Puso (The INSIGHT Group, wdpuso@insight-group.com)
The Washington D.C. Chapter, based in the Washington Metropolitan Area, provides its members the opportunity to share experiences, gain knowledge, and network with fellow s-business executives, to support their individual goals and the s-business community with the support and guidance of AFSMI.
Expert Alliance Partners
S3 Solutions
36 Andrew Drive, Suite #139, Tiburon, CA 94920
415-381-3819, www.s3solutionsinc.com
S3 Solutions builds powerful partnerships between Services, Support, Sales, and your Clients. Your people learn how to become true “trusted advisors” in all internal/external relationships.
Stone Cobra, Inc.
2210 Plaza Drive, Suite 275 Rocklin, CA 95765
Phone: 916-797-6272, Fax: 800-465-9699, makeitwork@stonecobra.com, www.stonecobra.com
Fueling world-class excellence in Service & Support Organizations through the innovative use of software and technology solutions. Making software work in your world.
Support Center University
560 Campo Way,Superior, CO 80027
Phone: 303-494-4932, Fax: 240-525-7076, info@supportcenteru.com, www.supportcenteru.com
Support Center University provides management training and consulting services. Specializing in support center assessments, efficiency and customer satisfaction improvement projects, and staffing level analysis.
Media Sponsors
1to1 Media
www.1to1media.com
1to1 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 1to1 Magazine, our print, electronic and custom publications explore the best practices and trends from companies using customer initiatives to drive results. 1to1 Media is a division of Peppers & Rogers Group.
Integrated Solutions
5340 Fryling Road, Suite 300, Erie, PA 16510
814-897-9000, www.integratedsolutionsmag.com
Integrated Solutions shows growing organizations how to capture, generate, and retrieve data at all points of work and service. We educate readers about wireless, mobile computing, and RFID technologies and applications that drive business performance — and revenue — by eliminating boundaries of time, distance, and scale.
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