Expo

ClickSoftware
35 Corporate Drive, Suite 140, Burlington, MA 01803
(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.

 

Impact Learning Systems
1331 Archer Street, San Luis Obispo, CA 93401
Voice: 800.545.9003, Fax: 805.545.9075, kfriedmann@impactlearning.com, 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.

 

ISS International Business School of Service Management
Hans-Henny-Jahnn Weg 9, 22085 Hamburg
Phone +49(40) 53 69 91 55, Fax +49 (40) 53 69 91 41, www.iss-hh.de/en/

The MBA Service Management Programme offers professionals in full-time employment post-graduate qualification. The ISS programme’s focus is on Service Management and the course is offered in English and is taught in Hamburg, Dublin (Ireland) and Karlstad (Sweden). ISS also offers corporate programmes specifically designed to meet the specific requirements of companies. These programmes always involve an intensive transfer into the participant’s business practice and include frequent examinations. The programmes are conducted internationally at different locations.

 

Kaidara Software
330 Distel Circle, Ste. 150, Los Altos, CA 94022
650.417.2350 - info@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. 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. Kaidara’s customers include: Alcatel/Lucent, Beckman Coulter, Cisco Systems, DaimlerChrysler, NEC Computers, Freightliner, GE Healthcare Systems, Hyundai, National Semiconductor, Pearson Education, Toro and many other companies. www.kaidara.com

 

KEPNER-TREGOE (KT)
Quayside House, Thames Side, Windsor, SL4 1QN
+44 0.1753.499.300, 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 Software, Inc.
Atrium Court, The Ring, Bracknell, Berkshire, RG12 1BW
+44 (0) 1344 322 000, info@knova.com, www.KNOVA.com

20823 Stevens Creek Blvd., Suite 300, Cupertino, CA 95014,
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.

 

Market Intelligence International
Centa House, 61 Birkenhead Street, London WC1H 8BB
0044 (0)207 833 9935, www.marketii.com, info@marketii.com 

MARKETii collates, measures and reports meaningful research on customer satisfaction and service quality. Working in over 25 languages to more than 80 countries, we speak with customers to gain insightful feedback and ratings on a range of service elements and key business areas for our clients. Our web-based reporting, customer escalations, targeted sampling techniques, benchmarking and proactive account management all help towards delivering exemplary client service. 

 

Onyx Software
Atrium Court, The Ring, Bracknell, Berkshire, RG12 1BW
+44 (0) 1344 322 000, info-ec@onyx.com, www.onyx.com

12131 113th Ave. NE, Suite 101, Kirkland, WA 98034
Voice: 1.425.250.5800 1.888.ASK.ONYX, Fax: 425.823.3075, info@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, www.openair.com, email sales@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.

 

SERVICE 800
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.