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Panviva is a cloud knowledge management system used by organizations to quickly access critical information and improve employee efficiency, contributing to overall business growth and productivity. Panviva combines a proven methodology with its cloud-based software ensuring employees are delivered the information they need, the moment they need it. It is the perfect solution for customer support, billing, sales, training and supply chain management departments.

Panviva’s real-time navigation guides workers through complex policies, procedures, and systems, dramatically improving accuracy while simultaneously cutting costs and training times. The solution can be up and running in less time than other traditional knowledge management systems and allows workers to instantly find information, not endlessly search for it.

Panviva doesn’t replace existing enterprise software and business processes – rather it adds greater value to these systems by allowing staff to work with them in a more efficient and productive manner. As a result, Panviva reduces training and time to competence, increases throughput and accuracy, increases employee engagement, and ultimately improves the customer experience. 

For more information, visit panviva.com or back to slideshow

TrendzAct’s enterprise work-from-anywhere (“WFA”) workspace monitoring for insider threat data security, productivity & engagement. This comprehensive workspace monitoring solution includes:  1) computer-user activity controls, 2) webcam workspace video surveillance, 3) facial/object detection & identity verification, 4) proprietary risk/productivity assessment, 5) automated mitigation actions, and 6) forensic logging & audit trails.  Clients can also couple our enterprise CRM which resolves the contact center’s need for better case management, automated workflows, agent engagement, data security and dynamic call routing.  We specialize in data-rich, complex support or sales processes for contacts centers with 100+ users.  The CRM is best suited for challenging implementations, handling sensitive data or highly regulated applications.  

For more information, visit trendzact.com or back to slideshow

The CCaaS solution that makes managing contact effortless.

At Cirrus we take the technology headache out of day-to-day contact center operations, helping you take advantage of Artificial Intelligence (AI) and the latest omnichannel features.

Cirrus is the CCaaS solution that makes managing contact effortless; savings you both money and time. In fact, it works so well, you can forget about the technology and focus on delivering real results for your business and your customers. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your agents will love. 85% of customers only need 30 minutes to train their agents on using Cirrus. 

Cirrus in easy to use and incredibly capable. You can rest assured with our 99.999% uptime guarantee - underpinned by technology that utilizes 5 different sites that work simultaneously delivering a 60 second Recovery Time Objective (RTO) promise. You can easily integrate your systems using our suite of API's and it's all backed up with the best-in-class security. Cirrus Omni-Channel:

The most complete omni-channel contact solution, integrating over 30 app types, Cirrus Omni-Channel makes it possible to manage every digital customer contact point via a single unified desktop. Cirrus omni-channel lets your customers communicate with you in the way they want, when they want, delivering an effortless and personalized customer experience every time.  

For more information, visit cirrusresponse.com or back to slideshow

Cloud Tech Gurus (CTG) helps companies with sourcing, vetting and procuring technology solutions. We take much of the time, effort and frustration off your plate and make this process easier with better results. We match you with the perfect solutions providers and save you a ton of time too.

Average Time CTG Saves Customers

  • Researching Vendors: 10 - 20 hours
  • Building a scope of requirements: 10 hours
  • Discovery meetings with vendors (CTG does this so you don't have to): 20 hours
  • Pre-vetting providers: 20 hours
  • Total time saved: 60+ hours

After this, we spend another 40+ hours facilitating demos, post demo technical discussions, consulting on vendor selection, helping with pricing/contract negotiations and we're on all your implementation calls as an "advocate" to ensure the vendor delivers on what was promised.

All of this is at no cost to you as we are compensated by our 150+ vendor partners. CTG gets equal compensation from vendors which allows us to remain vendor agnostic. Our vendors include all the most recognized brands plus a number of boutique solutions providers that you’d be unlikely to find without us.

Solutions we help source includes: omnichannel cloud contact center platforms (CCaaS), CPaaS, intelligent virtual agents (IVA), RPA, WFM, AI, voice analytics, QA solutions and outsourced QA, gamification, at-home agent network certification, at-home agent training, at-home agent technologies/compliance/QA, sourcing business process outsourcers (BPOs), PCI compliant payment solutions, contact center/CX consulting and more.

For more information, visit cloudtechgurus.com or back to slideshow

OI is a market-first insights solution that makes it super easy for contact centers to understand what their customers contact them about and why as well as identify actionable opportunities to increase first-contact resolution and decrease service costs.

The cloud based platform leverages machine learning to break down and analyze the root cause drivers of a contact center's demand and identifies clears ways to:

  • Reduce customer effort, repeat contacts and call volumes
  • Eliminate errors driven from other channels and migrate volume to self service
  • Implement best practice agent behaviors at the inquiry level

By leveraging existing expertise within your team with our frictionless, no integration, technology, you can access powerful insights faster and at a fraction of the price of existing solutions.

OI brings together over 25 years of experience transforming and optimizing contact centers into a simple, intuitive platform that makes it easy to focus on what matters for your business.

For more information, visit operativeintelligence.com or back to slideshow

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.

For more information, visit cyara.com or back to slideshow

Platform28 is the only Contact Center platform architected for the cloud from the ground up. Born in the cloud for Contact Centers, Platform28 enables agility, scalability and stability in a world that is ever changing. We create well designed tools which virtually eliminate the need for a developer. Your companies subject matter experts have full control to create the best Agent and Customer Experiences possible. While utilizing the solution, Platform28 ensures that you're Administrators and Agents experiences are seamless either working within the Contact Center or working from home. Platform28 is your compass rose to help elevate Customers and Employee experiences through these uncertain times.

For more information, visit platform28.com or back to slideshow

Contact Center Pipeline is a cutting-edge monthly journal focused on the specific needs and challenges of the contact center. Our advisory board, editor, writers and contributors are known for their unique understanding of what makes the call center the organization's driving force for service delivery, aligning customer experience and ensuring long-term business success.

Each month, well-respected industry leaders, practitioners and consultants present their insights, strategies, best practices and lessons learned to help you run an effective and efficient operation.

For more information, visit www.contactcenterpipeline.com or back to slideshow

Calabrio is revolutionizing the way enterprises work remotely and engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—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 is easy to use, accessible from any location, and empowers management to align activities and resources quickly with the demands of today’s remote-friendly, multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud.

For more information, visit Calabrio.com  or back to slideshow

Televergence focus is on supporting contact centers with either on-prem solutions or cloud based solutions. The company’s core competencies include high performance and connection rate toll free (voice origination) and long distance (voice termination) VoIP solutions that routinely provide companies with substantial savings on their overall spend for these services.

Via direct customer connections, as well as support for Contact Center as a Service (CCaaS) platforms for customers who can provide their own SIP carrier, Televergence can support any contact center.

Guided by its founder and CEO, Deb Ward, and a senior management team who have worked together for over ten years and collectively possess over a century of experience in the telecommunications industry, Televergence 30+ year legacy of unparalleled customer service, integrity, and transparency is substantiated by an average customer retention rate that exceeds 15 years. The company’s core competencies include high performance and connection rate toll free (voice origination) and long distance (voice termination) VoIP solutions that routinely provide companies with substantial savings on their overall spend for these services.

Televergence is the only active, nationwide telecommunications carrier with a Women’s Business Enterprise (WBE) certification for supplier diversity programs.  This certification enables the service they provide to qualify as part of an organization’s supplier diversity program and is a very strong unique value proposition.  As U.S. companies are currently being encouraged to showcase and enforce their supplier diversity programs, this heightened awareness provides a unique opportunity for agent partners to grow their customer and revenue base and for customers to meet their internal supplier diversity spend criteria, all while saving money on their total telecom dollar spend. 

A life and career mission of Deb’s and one of the company’s core values is an allegiance to women in business and technology.  She was the first Chairwoman of the Incompas board of directors for 5+ years (the industry's largest lobbying and advocacy association) and currently serves as the President Elect and Chair of the Membership Committee for The National Association of Women Business Owners (NAWBO) Nashville Chapter.  Additionally, she serves on the board of the Women’s Business Enterprise Council South (WBEC-South). 

For more information, visit Televergence.com or back to slideshow

A.W. Companies, Inc. – Contact Center Services, is a Business Process Outsourcing (BPO) service provider with extensive experience in staffing and recruiting for contact centers. We specialize in sourcing, screening, and placing quality contact center agents in at-home, remote, and onshore opportunities with clients across the country.

A.W. Companies, Inc. brings contact centers home with onshore outsourcing. Helping our clients staff their contact centers with American-based agents and representatives, we build great customer experiences with trained, screened, and qualified employees!

For more information, visit A.W. Companies, Inc.

Additional Sponsorship Opportunities are Available! Contact Valerie McSorley to request additional details. 

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