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Alexander Consulting is a management consultancy that helps high tech companies design and implement professional services strategies. When you need to get it right the first time. When it's critical to understand professional services best practices. When your consultant's experience, expertise, and deep services industry knowledge is important to you, then... we can help you transition to the next level of services performance and results. We offer consulting services in strategy creation, services best practices assessments, marketing direction through "voice of the customer" research and services design and portfolio building, as well as, training and education in "How to Sell Professional Services", "Business Development Skills for Technical and Field Professionals" and "Becoming a Trusted Advisor: Core Consulting Skills". Alexander Consulting partners, Mark Hordes and Jim Alexander are the authors of the "best selling services book", "S-Business: Reinventing the Services Organization". www.alexanderconsultingsbiz.com. ATG (which acquired Primus Knowledge Solutions in 2004) makes the software that the world’s largest and most prestigious companies use to create and manage personally relevant and integrated service, marketing, and commerce. With ATG, you have the most intelligent and adaptable tools that create a guided and consistent experience for your customers across multiple touchpoints and throughout the customer lifecycle. Only ATG provides a software platform that delivers the full range of integrated and comprehensive customer experience capabilities that worldclass companies require. ATG is continuing its heritage of innovation that earned us recognition from the SSPA as “the best support technology vendor” for two years in a row, as well as the highest ranking in Web self-service and e-mail response management by industry analyst firm, Gartner, Inc. ATG’s industry-leading, next generation natural language processing search technology is used today in call centers, help desks, field service, and Web self-service environments to increase customer satisfaction, improve employee efficiency, and lower operating costs. www.atg.com
Apparent Networks | Suite 400 - 321 Water Street, Vancouver, BC Canada, V6B 1B8 | Phone: 604-433-2333; Fax: 604-433-2311 | www.apparentnetworks.com. Apparent Networks, Inc. develops and markets AppareNet 2.0 Support, network intelligence support software designed specifically for technical support organizations. AppareNet has the unique ability to provide unprecedented visibility into remote customer networks not owned or controlled by the organization. It can quickly identify if problems are caused by the application or the network. If it is the network, with AppareNet you can deliver information identifying the cause and location directly to your customer to fix the problem. This version has been architected to allow support organizations to diagnose customer networks beyond their firewall and includes a simple web-based interface for support case management. Apparent Networks’ customers include Electronic Arts, Cingular Wireless, TELUS and CNT. The company has offices in Seattle, WA
Citrix Online | a division of Citrix Systems, Inc. | 5385 Hollister Avenue, Santa Barbara, CA 93111 | Voice: 800-549-8541, Fax: 805-690-6471 | info@citrixonline.com -www.gotoassist.com -www.citrixonline.com -www.citrix.com Citrix Online is featuring Citrix GoToAssist, the industry-leading remote-support solution that enables shared screen, mouse and keyboard control without installing software on the users' computers. Citrix GoToAssist allows contact centers and outsourcers, consulting and IT professionals to instantly deliver support and services over the web - anytime, anywhere - while increasing profitability. GoToAssist offers unprecedented access, value, security and capability with more than 12,000,000 remote sessions hosted annually for more than 4,200 corporate customers worldwide.
481 Greenwich Street | Suite 5C
New York, NY 10013
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Phone: 877-377-2558, Conversagent Automated Service Agents (ASAs) represent the next generation of customer self-service, combining the quality and intimacy of attended support with the low cost of self-service. ASAs stand out for their ability to converse in natural language and increase satisfaction. Customers engage in text chat with an ASA, ask questions in their own words, and get a direct answer. Conversagent ASAs deliver rapid ROI and improve customer service quality for leading companies, including Comcast, Time Warner, Panasonic and Vonage.
CrossTec | 500 NE Spanish River Blvd., Ste 201, Boca Raton, FL 33431 | (561) 391-6560 | sales@crossteccorp.com | www.crossteccorp.com CrossTec Corporation, founded in 1996, is the source in North America for the award-winning NetOp family of remote management, training and security software products. NetOp products, developed since 1987 by Danware Data A/S in Denmark, are used on millions of computers throughout the world. NetOp Remote Control and NetOp On Demand offer help desk professionals solutions for remote access and support. CrossTec Corporation offers personalized customer service and free technical support across North America. Learn more at www.crossteccorp.com.
CustomerSat | 500 Ellis Street, Mountain View, CA | Tel USA: 650.237.3300, Tel Europe: 44 1483 850398 | www.CustomerSat.com Visit us in booth 218
eVergance | 6900 College Blvd., Suite 470, Overland Park, KS 66211 | (913) 825-1000 | info@eVergance.com eVergance is a management consulting and systems integration firm focused on helping organizations maximize their customer relationships, minimize risk and create business value. The firm offers end-to-end consulting services for CRM optimization and Web self-service, including strategy and advisory services, technology implementation, and process optimization. Founded in 2002, eVergance has delivered over 200 projects to 75 clients and serves industry leaders in the financial services, high-technology, healthcare and communications sectors. Learn more at www.eVergance.com.
IBM | Route 100, Somers, NY 10589 | Phone: 800-IBM-4YOU (800-426-4968) | Ldangelo@us.ibm.com | ibm.com/software/data/discovery/content IBM’s content discovery offerings go beyond the limitations of traditional search to integrate and deliver the precise information people need to make better business decisions. WebSphere® Content Discovery for Contact Centers extends the capabilities
Impact Learning Systems | 1331 Archer Street, San Luis Obispo, CA 93401 | Voice: 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 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.
Jive Software | 317 SW Alder St., Suite 500, Portland, OR 97204 | (503) 295-3700 | info@jivesoftware.com Jive Software (www.jivesoftware.com) is committed to innovation in flexible, practical, open-architecture collaboration software for use in any enterprise environment. Jive Software’s flagship products—Spark, Wildfire, Jive Forums, and Jive KnowledgeBase are designed to connect experts, expose assets, and make real-time and threaded communication between employees and communities more intelligent and transportable. Fully J2EE, customizable and standards-based, Jive Software powers collaboration for over 1,300 customers around the world.
Kaidara Software | 330 Distel Circle, Ste. 150 , Los Altos , CA 94022 | (650) 417-2350 | info@kaidara.com | www.kaidara.com Kaidara provides software solutions that enable firms to effectively harness the experience and know-how within an organization to reduce the cost of delivering superior customer service, both before and after a purchase. Correct answers to complex questions on the first request: Eliminate problem escalation, repeat calls, incorrect repairs, and other symptoms of inadequate response to customer needs. Reduce service agent training requirements and skill expectations, and turbo charge self-service interactions to eliminate escalations to live agents. Capitalize on knowledge resources at vastly lower cost: In the past, collecting, retaining and reusing knowledge assets required prohibitively high resource commitments. Kaidara’s unique approach eliminates much of the cost of developing and maintaining knowledge assets to guide and assist customer interactions. Customers include: Cisco Systems, DaimlerChrysler, NEC Computers, Freightliner, General Motors, Toro, Pearson Education and National Semiconductor. www.kaidara.com
KANA | 181 Constitution Drive, Menlo Park, CA 94025 | 1-800-737-8738 | 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) is the international leader in developing the critical thinking skills of people. Service and support organizations worldwide use Kepner-Tregoe
RESOLVE—our process approach to issue resolution—to achieve lasting performance improvements. Recognized by ITIL, our
program of training, business process integration, and
performance system improvements transforms the support
function, making it a competitive advantage. Learn more at
www.kepner-tregoe.com/resolve.
Knova Software | Inc. 10201 Torre Avenue, Suite 350, Cupertino, CA 95014 | Knova Software is a leading provider of service resolution management applications that reduce service costs, increase revenues and improve customer satisfaction. Built on a next-generation search and knowledge management platform, Knova's suite of knowledge-empowered customer service applications automate the resolution process across multiple channels including contact centers, help desks, email and self-service sites. Industry leaders including EDS, Ford, HP, H&R Block, Novell, Merrill Lynch, McAfee, Reuters and QUALCOMM rely on Knova's award-winning solutions to deliver world-class customer service. Knova Software is headquartered in Cupertino, Calif. For more information, visit www.knova.com KnowledgeWave | 5000 SW Meadows Rd., Ste 350Lake Oswego, Oregon 97035 | www.knowledge-wave.com At Knowledge Wave International (KWI) we help our customers increase corporate performance through the measurement,
analysis, management, and improvement of employee, customer, and partner advocacy. Our enterprise loyalty offerings
combine superior strategic services with a state-of-the-art
business intelligence platform. From transactional metrics to
competitive benchmarking to relationship scorecards, KWI fuses attitudinal, behavioral, and operational data into a truly
comprehensive understanding of your company. And identifies
truly actionable changes you can take to improve profitability. At the heart of KWI’s philosophy is the belief that Customer Advocates are the most efficient strategy for growth: Through repeat business, cross- and up-sell opportunities, and referrals. By ensuring that the value your service organization provides its customers exceeds their needs and expectation, your firm will continue to earn their loyalty. And their business.
Kotler Marketing Group | 925 15th Street, NW, 4th Floor, Washington, DC 20005 | Our ROI Services Practice has built a track record of helping technology companies implement value-based sales and marketing strategies. We develop customized sales tools, offer training in value selling, and provide expert advice on related sales and marketing issues. Recently we have been working with the SSPA Committee on Support ROI to develop best practices and tools for selling the value of support.
LogMeIn Rescue | 3am Labs, Inc., 500 Unicorn Park Drive, Woburn, MA 01810 | (888) 246-6101 | Sales@LogMeIn.com LogMeIn Rescue - created by 3am Labs, pioneers in browser-based remote support since 1998 - is a secure, web-based remote support solution that provides temporary remote control of any PC in 30 seconds or less, without pre-installing software. Its powerful feature set is complemented by extraordinary ease-of-use, increasing the efficiency of IT service and support organizations. Innovative technology offers superior remote control at cost-effective rates for a fast ROI. For more information: www.LogMeInRescue.com
LPA Systems, Inc. | 290 Woodcliff Drive, Fairport, New York 14450 | Tel: (585) 419-3900 | www.lpa.com LPA Systems is a leader in performance management solutions. We analyze and organize data into an easy-to-use, single source of actionable information for customer service organizations in the global business community. LPA's Service Performance Manager(tm) creates alignment throughout your organization that syncs your day-to-day actions with the goals and strategies that drive your service operation.
Netopia | Marketplace Tower, 6001 Shellmound Street, 4th Floor, Emeryville, CA 94608 | 510.420.7601 A pioneer in web-enabled interactive support technology and desktop-to-desktop remote control software, Netopia invites you to visit us at booth #214 and see for yourself how our field-proven interactive support applications will make your help desk more productive, increase customer satisfaction and reduce support costs.
NextNine Inc. | 1001 Avenue of the Americas, Suite 1100, New York, NY 10018 | NextNine introduces the Virtual Support Engineer™, the leading solution for service and support of mission-critical systems. The Virtual Support Engineer™ enables the shift to proactive, automated support, allowing technology vendors to improve system availability, deliver unparalleled service levels and increase customer satisfaction while reducing support costs and defending their bottom line. NextNine's Virtual Support Engineer™ has been deployed by leading vendors such as Motorola, Comverse, IDX
QuickArrow – 11675 Jollyville Road, Ste #200, Austin, TX 78759 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 | 40 Enterprise Blvd. Bozeman, MT 59718 |
RightNow Technologies® provides industry-leading on demand CRM solutions to over 1,400 customer-focused businesses worldwide. Acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for our customers.
SafeHarbor Technology Corporation | 1326 Fifth Avenue Suite 660, Seattle, WA 98101 | Tel: 206.922.5000 | www.safeharbor.com SafeHarbor Technology Corporation provides managed Web self-service environments that improve customer service while simultaneously lowering support costs. SafeHarbor solutions integrate self-service into a multi-channel customer support strategy, enabling an understanding and optimization of the complete customer experience. In as few as eight weeks, SafeHarbor designs, builds and optimizes Web-based customer support solutions for mid—to large—sized enterprises. Some of its customers include American Airlines, Cingular, IBM, State of Washington, TiVo, T-Mobile, and Washington Mutual.
Satmetrix Systems | 950 Tower Lane, Foster City, CA 94404 | www.satmetrix.com Satmetrix Systems is the leading enterprise customer experience management (CEM) software company. Satmetrix Systems provides the most complete solution to allow organizations to manage and improve the customer experience across all touch points for profitable growth. The company helps customers turn insight into action through transformation of business processes. Satmetrix Systems also provides industry thought leadership; it developed the Net Promoter metric with Fred Reichheld, Bain Fellow and director emeritus. www.satmetrix.com
2190 West Wayzata Blvd., Minneapolis, MN 55356-0800 | Tel: 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.
In 2005, Syntellect acquired Apropos Technologies and is proud to continue its relationship with the SSPA. Syntellect offers a comprehensive array of self-service and live-assistance solutions, from packaged, off-the-shelf products to modular tools and custom capabilities, focused on increasing customer satisfaction and decreasing service costs for inbound and outbound voice, web, chat, and e-mail communications. Our open-standard, next-generation technologies provide total flexibility to meet the diverse needs of today's enterprises — and tomorrow's. For more information visit us at http://www.syntellect.com.
Talisma Corporation | 411 108th Avenue N.E., Suite #900, Bellevue, WA 98004 | sales@talisma.com Talisma is a global provider of Customer Interaction Management solutions that enable organizations to deliver a truly exceptional customer experience. Talisma solutions integrate multiple communication channels, including chat, email, phone, and self-service, with a robust and mature Web services platform, customer analytics, and a system-wide knowledgebase. Talisma delivers on the promise of total customer satisfaction. www.talisma.com
TNS Prognostics, a division of TNS | 4005 Miranda Avenue, Suite 200, Palo Alto, CA 94304 | Phone: 650.812.3900, Fax: 650.812.3920 | marketing@prognostics.com TNS Prognostics is one of the world’s leading market information groups, providing market measurement, analysis and insight through its operating companies in 70 countries. We help our clients develop effective business strategies and enhance relationships with their customers. TNS Prognostics provides full-service, primary market research for the IT industry. Our mission is to become our clients’ sixth sense of business™ by giving them a deeper understanding of their customers’ behavior, better anticipation of their actions and greater insight into what they really want. We use an integrated, consultative approach to get beyond the obvious and design a comprehensive plan that meets our clients’ needs now and in the future. For more information: www.prognostics.com or www.tns-global.com.
WebEx Communications Inc. | 3979 Freedom Circle, Santa Clara, CA 95054 | WebEx Communications, Inc. is the leading provider of on- demand web meeting applications. Supporting over 11,000 customers across the world to improve collaboration and increase productivity in marketing, sales, training, and support. Remote support solutions enable IT Help Desks and Customer Support Teams to resolve issues more quickly - improving productivity, reducing support costs, and increasing customer satisfaction. WebEx remote support solutions include Support Center™ to provide “person-to-person” support, and SMARTtech to deliver “person-to-machine” support. The entire suite of web meeting applications is delivered over the global WebEx MediaTone Network, a network specifically designed for secure web collaboration. Try our 14 Day Free Trial, and learn how you company can benefit from WebEx remote support solutions Media Sponsor |
