Pre-event Press Pack For further information, please contact: Katy Wilkins CMP Information email@example.com 020 7921 8522 Ludgate House, 245 Blackfriars Road, London SE1 9UY Latest Exhibitor News Information correct at 23 August 2007 Company Name AIM Technology Stand Number F20 Call Centre Expo Product or service to be launched AIM Performance Product or service to be demonstrated AIM Performance Description AIM Performance is a family of web-based workflow and analytical software applications, purpose built for contact centre operations. They enable centres to optimise key business processes and activities required to motivate, measure and manage their operation to meet their key revenue, service, and efficiency goals. AIM Performance Applications can be used as individual applications or collectively. PR Contact Name Jo Lawton-Davies PR Email Address firstname.lastname@example.org PR Telephone Number 01256 301670 Company Name Amcat Stand Number C22 Call Centre Expo Product or service to be launched Amcat Communicator Description Amcat will be launching Communicator. This smart client application allows agents to improve customer interactions, become more productive and allows them to deliver a more personalised service. Benefits: •Lighter – reduces network bandwidth •Greater flexibility with inbound contacts •Empowers qualified agents to manage their own call backs •Powerful script design Product or service to be demonstrated Amcat Communicator Description Amcat customer interaction management solutions help companies grow their business while providing the flexibility to adapt to changing business requirements. Our solutions are easy-to-use and reliable, driving more productive interactions. Onsite promotion Free ‘Contact Centres without Boundaries’ pocket guide PR Contact Name Liz Churchman PR Email Address Liz.email@example.com PR Telephone Number 0207 819 4800 Company Name Argos Business Solutions Stand Number I2 Call Centre Expo Product or service to be launched Argos Business Solutions Description We offer more than just the widest range of vouchers and incentives, as well as fully managed reward programs. As experts in the industry we have been providing solutions for the reward & incentive sector for nearly 30 years. We understand the issues call centres face and have ideas and suggestions to help recruitment retention, and performance. Product or service to be demonstrated Argos Business Solutions Description A fully integrated on line management tool that offers an end-to-end solution to facilitate the management of rewards and communications within a call centre environment. It can work along-side or independently of existing systems. PR Contact Name Emma Jenkins PR Email Address firstname.lastname@example.org PR Telephone Number 0207 479 5624 Company Name Aspect Software Stand Number E25 Call Centre Expo Product or service to be launched Aspect Unified IP Description Aspect Unified IP is a SIP-based Voice over Internet Protocol unified contact centre solution that provides automatic call distribution, predictive dialling, voice portal, Internet contact, workflow management, multichannel recording and quality management to help organisations achieve their customer service, collections and sales and telemarketing business process goals. Product or service to be demonstrated Aspect Contact Center Performance Optimization Description The Aspect Contact Center Performance Optimization product line synchronises people, technology and processes in order to help maximise agent performance and improve operations by enhancing quality, increasing customer contacts and optimising contact centre resources. PR Contact Name Michael Gray PR Email Address email@example.com PR Telephone Number 020 8744 9168 Company Name BDEGroup Stand Number D71 Customer: Strategy & Management Product or service to be launched Sage CRM, SalesLogix, CRM MME Description Sage CRM SalesLogix delivers integrated and robust sales, marketing, customer service and support automation solutions with advanced customisation capabilities. Available via multiple methods, online over a network or the Web. With Sage CRM MME, you can quickly analyse, manage, and synchronise sales, marketing and customer care activities across all contacts. Product or service to be demonstrated SageCRM MME, SalesLogix Description See how you can synchronise rapidly and work offline, or use wireless phones or PDAs for quick access to customer information in the field. As such, it is easy to deploy, has low TCO, rapid time to productivity and generates high return on investment Onsite promotion Receive a free site survey and a business process review. PR Contact Name Rebecca Bryant PR Email Address firstname.lastname@example.org PR Telephone Number 0870 128 7800 Company Name Berlin Partner GmbH Stand Number E50 Customer: Strategy & Management Product or service to be launched Call Centre region Berlin-Brandenburg Description Berlin Partner and ZAB are the Inward Investment Agencies of the German capital region. They publish the annual survey “Call Centres in the Berlin-Brandenburg Capital Region". Product or service to be demonstrated Call Centre Survey + Business Location Center Description Berlin Partner GmbH will introduce their main power tools for investors – the Berlin-Brandenburg Business Location Center, an online portal for comprehensive data and presentation service for investors. http://www.businesslocationcenter.de/callcenter Onsite promotion Berlin Partner offer the Business Welcome Package which allows companies to test Berlin –for three months starting at just 2,400 Euros. PR Contact Name Christoph Lang PR Email Address Christoph.Lang@berlin-partner.de PR Telephone Number +49 (0)30 399 80-12 Company Name bss Stand Number G70 Call Centre Expo Onsite promotion Enter the Contact Centre Trends competition and you could win a London hotel and theatre night. PR Contact Name Kristiane Efange PR Email Address email@example.com PR Telephone Number 020 8799 9029 Company Name Capital Incentives & Motivation Stand Number I4 Call Centre Expo Product or service to be launched web-centive Description Showcasing web-centive, a new online incentive and reward management programme. Product or service to be demonstrated Capital Bonds and Compliments Card Description Capital Bonds are multi-choice vouchers that can be redeemed in over 140 high street stores nationwide. They are a highly flexible reward option for employers running staff incentive and motivation schemes. Compliments Card is an incentive gift card created to enable employers to make incentive payments to employees or third parties. Onsite promotion Visit the stand for the chance to receive Capital Bonds vouchers or a Compliments Card PR Contact Name Helen Martindale PR Email Address firstname.lastname@example.org PR Telephone Number 02077364022 Company Name Cleave Global e-Services Stand Number C04 Call Centre Expo Product or service to be launched Comprehensive Voice and Data Service Solutions Product or service to be demonstrated Comprehensive Voice and Data Service Solutions Description Customer centric and cost effective service solutions. We have years of experience in customer care, collections and back office services in Telecom, Healthcare and Financial Services segments. Our cutting edge software professionals have developed enterprise level, off the shelf software packages for HR , Payroll and CRM. PR Contact Name Sunil Kumar PR Email Address email@example.com PR Telephone Number + 44 208 123 9936 Company Name Communicator Corp Stand Number B50 Customer: Strategy & Management Product or service to be demonstrated Communicator Description Advanced on demand Email Marketing and Communications application enabling timely, relevant and personalised one to one communication. Digital Marketing Consultants provide strategic and tactical advice and analysis to consistently increase ROI. Advanced features e.g. dynamic content, integration with website analytics and CRM systems ensure email marketing with Communicator maximises campaign effectiveness. Onsite promotion Email your html to firstname.lastname@example.org for a consultant to critique your email and show you how they may be improved. PR Contact Name Eleanor Workman PR Email Address email@example.com PR Telephone Number 0191 305 5127 Company Name ComputerTel Stand Number F40 Call Centre Expo Product or service to be launched Web-based Agent Evaluation Software Description We will launch a web-based version of our Agent Evaluation Software,Qe2. Our customisable software development provides a unique system direct from the customer interface, reducing time spent when appraising staff. As our new software is written in SQL format it will now offer even more flexibility and up to date information to be accessed. Product or service to be demonstrated Chameleon Description We will be demonstrating our full suite of Chameleon products that are specifically designed for the Call Centre environment. The solutions demonstrated will be Voice Recording, Agent Quality Monitoring software, Screen Recording, E-learning, Speech Analytics and Word Spotting. Onsite promotion Free Business Improvement Clinic and a word spotting competition with fabulous prizes to win. PR Contact Name Dorita Dahl-Foreman PR Email Address firstname.lastname@example.org PR Telephone Number 01474 561111 Company Name Confirmit Stand Number C69 Customer: Strategy & Management Product or service to be launched Confirmit Description Confirmit’s Enterprise Feedback Management software platform helps organisations to increase customer acquisition and retention by automating the capture, analysis and reporting of customer feedback into their business process. PR Contact Name Gary Schwartz PR Email Address email@example.com PR Telephone Number +44 207 648 8568 Company Name Customer First Stand Number C55 Customer: Strategy & Management Product or service to be launched 'Putting the Customer First ®' - The National Standard for Customer Service Description If delivering Customer Service excellence is your priority, Customer First will make a significant impact. Putting the Customer First® - The National Standard for Customer Service provides you with a practical approach to measuring the impact you have on your customer, focusing on your customer relationships, your market position and your people. Onsite promotion Win a 1 year online subscription to our Customer First Resources PR Contact Name Vicky O'Connor PR Email Address firstname.lastname@example.org PR Telephone Number 0845 226 0719 Company Name Echelon Learning Stand Number A80 Customer: Strategy & Management Product or service to be demonstrated Customer Service Role Play by Actors Description Actor led demonstration (on the hour each hour) of St Pancras recruitment and training programme for launch of High Speed 1 train service to continent [see http://echelonlearning.co.uk/corporations.htmle23118] PR Contact Name Bob Little PR Email Address email@example.com PR Telephone Number 01727 860405 Company Name Eptica UK Stand Number E22 Call Centre Expo Product or service to be demonstrated Eptica SelfService & Eptica Email Management Description Eptica will demonstrate how businesses can empower customers to find their own answers online, whenever they choose, with Eptica SelfService and how companies can achieve truly effective management of inbound email with Eptica Email Management. Onsite promotion New Online Customer Service survey analysis will be presented during a cheese & wine reception at 3.30pm on 26 Sept. PR Contact Name Clare McRobbie PR Email Address firstname.lastname@example.org PR Telephone Number +44 (0)7769 978351 Company Name ermTrack Stand Number G42 Call Centre Expo Product or service to be launched ermTrack Description Used in call centres across Europe, ermTrack is a powerful tool that seamlessly integrates into your website, and transforms the way that you manage incoming and outgoing emails. With ermTrack you can proactively manage your email / web communication with your customers, whilst increasing customer satisfaction and staff productivity Product or service to be demonstrated ermTrack Description ermTrack is a fully hosted solution, already used by utilities, telephony providers, payment centres, travel agencies and newspapers across Europe. See how easily you can create contact forms, manage automatic responses, control and monitor service response times, manage templates, and control automatic documents for inclusion in emails. PR Contact Name Phil Lowe PR Email Address email@example.com PR Telephone Number 07802 370 770 Company Name eSCL Global Stand Number H28 Call Centre Expo Product or service to be demonstrated Call Centre Services Description An international contact centre in India catering to US, UK and Australian organizations. We have expertise in the field of voice/web based in-bound and out-bound services. The services that we offer include customer support, consumer promotions, consumer surveys, lead generation, telemarketing as well as live chat/ email support. PR Contact Name Neha Arora PR Email Address firstname.lastname@example.org PR Telephone Number +91-9810727035 Company Name exact abacus Stand Number D72 Customer: Strategy & Management Product or service to be demonstrated million handshakes Description Million Handshakes takes CRM to the next level by engaging customers into dialogues to give a full 360 degree understanding of their needs and behaviours. A simple drag and drop operation designs the dialogue for all methods of communications by sms, emails, letters and questionnaires. PR Contact Name Babs Speak PR Email Address email@example.com PR Telephone Number 01772 455 052 Company Name Fizzback Stand Number C75 Customer: Strategy & Management Product or service to be demonstrated Fizzback Description CMP will be using Fizzback to collect instant feedback from delegates and exhibitors during the exhibition and conference via SMS and mobile email. Delegates will be able to see the resulting real-time dashboard by visiting the Fizzback stand. Look out for posters and other publicity material for the number to text to. Fizzback will be presenting case study material at 11am in Theatre 1 PR Contact Name Andy Sleath or Kate Hartley PR Email Address firstname.lastname@example.orgemail@example.com PR Telephone Number 0870 067 1000/020 7386 4862 Company Name Genesys Telecommunications Stand Number F30 Call Centre Expo Product or service to be demonstrated Dynamic Contact Centre Description Genesys will demonstrate how its breakthrough model and vision – the Dynamic Contact Centre (DCC) integrates technology and business processes to dynamically manage agent productivity, prioritise business objectives and respond to fluctuations in demand, achieving unprecedented optimisation of the contact centre’s three major business objectives: cost, quality, and revenue. PR Contact Name Manuela Whittaker / Duncan Burford PR Email Address firstname.lastname@example.org/ dburford@iba- europe.com PR Telephone Number 01780 721433 Company Name GMT Stand Number C10 Call Centre Expo Product or service to be launched GMT Activity Monitor Description GMT Activity Monitor helps businesses to align processes with corporate and customer goals and effectively analyse how workforces use these tools. Complementary to the award-winning GMT Planet workforce management application, GMT Activity Monitor provides a full audit of business processes, helping to reduce risk, enhance productivity and deliver higher quality output. Product or service to be demonstrated GMT Activity Monitor Description GMT will demonstrate the two modules within GMT Activity Monitor: Application Monitoring to capture valuable data about business process to highlight inefficiencies and opportunities for improvement; and Activity Trigger, which provides alerts or reports based on specific data, driving compliance and enhancing visibility to effective business process. PR Contact Name Beth Axon PR Email Address email@example.com PR Telephone Number 020 8297 5388 Company Name Graham Technology Stand Number D20 Call Centre Expo Product or service to be demonstrated ciboodle Description Since ciboodle's launch at Call Centre Expo last year, Graham Technology's customer interaction platform has gone from strength to strength. One year on, ciboodle is being praised by analysts and a host of worldwide customers. Come and see what everyone is talking about and celebrate its first birthday with us. Onsite promotion Independent customer experience specialists, Maia Consulting, will be present at Graham Technology's stand to offer delegates invaluable advice on how to deliver superior levels of customer service. PR Contact Name Danny Sullivan PR Email Address firstname.lastname@example.org PR Telephone Number 0141 404 6478 Company Name Growth Engineering Stand Number C57 Customer: Strategy & Management Product or service to be launched STAR - The Sales Improvement Zone Description An online library of tools, training and assessments for developing individuals and company's sales skills and capabilities. It consists of a portfolio of over 60 down- loadable training courses and management templates covering every aspect of sales strategy, sales operations, sales management and sales skills. Product or service to be demonstrated Sales Accelerator Description A hosted, web-based sales improvement and sales pipeline management system. It provides full visibility of progress against targets; dynamic monitoring of conversion rates and sales cycles; full forecasting capability; history and audit trails & Full Key Account Management functionality Onsite promotion 20% discount on both products for show attendees ordering within 3 days of the show. PR Contact Name Simon Blackburn PR Email Address email@example.com PR Telephone Number 07970 571854 Company Name Hareyeng Stand Number B15 Call Centre Expo Product or service to be launched Contact Centers On Demand Description Hareyeng OCC offers a unique service that allows clients the ability to utilise the very latest call centre technology, and operational premises at a low fixed cost by bringing their own staff to operations from our premises - all the traditional call centre operational services will be in place for full utilisation by your company. Product or service to be demonstrated Contact Centers Description Hareyeng Contact Centers on Demand, is a global player in BPO for Contact Centers on Demand. We are built to optimize inbound and outbound service calls using both live operators and automated customer interaction service support applicators. It is a dedicated customer service manager, with strong interpersonal capabilities and knowledge. PR Contact Name Mary Fisher PR Email Address firstname.lastname@example.org PR Telephone Number 0721597887 Company Name ILX Group Stand Number G62 Call Centre Expo Product or service to be launched ITIL v3 Foundation E-learning Description ILX will be launching their new ITIL v3 Foundation e- learning course. Product or service to be demonstrated ITIL v3 E-learning Description ILX will be demonstrating their new ITIL v3 Foundation e-learning course. PR Contact Name Lena Ahad PR Email Address email@example.com PR Telephone Number 07908 725212 Company Name Infinite Possibilities Stand Number C53 Customer: Strategy & Management Product or service to be launched Impacting Sales Description Telemarketing service, with on-line access to the contact data, so you can see moment to moment progress. PR Contact Name Erica Allen PR Email Address firstname.lastname@example.org PR Telephone Number 0870 444 3227 Company Name Interactive Intelligence Stand Number E35 Call Centre Expo Product or service to be demonstrated Customer Interaction Center V2.4 Description CIC is a packaged communications software application suite that offers a single platform for meeting the demanding requirements of contact centres and other customer-driven operations. It offers multiple deployment options and an extensive set of functions that includes: traditional TDM and IP-based switching with SIP support; ACD with skills-based routing and multimedia queuing and routing. Onsite promotion Opportunity to enter into a Wii tournament, and grand prize draw. PR Contact Name Sarah Brambley PR Email Address Sarahb@whiteoaks.co.uk PR Telephone Number 01252 720694 Company Name Intervoice Stand Number D15 Call Centre Expo Product or service to be demonstrated Contact Centre Solutions Description Intervoice provides a complete set of customer service solutions—from packaged voice-automation applications to sophisticated, custom speech applications. We can also help you intelligently route customer contacts across multiple service models, including live assistance, deferred assistance, and self-service. You can choose the deployment option that best fits your business needs. PR Contact Name Guy Shackleton PR Email Address email@example.com PR Telephone Number +44 161 4951103 Company Name InVision Software Stand Number D32 Call Centre Expo Product or service to be demonstrated InVision Enterprise WFM Description InVision Enterprise WFM is a web-based solution for company-wide workforce management (WFM). Workforce management by InVision optimises the way staff is scheduled and has been proven to reduce personnel expenses by up to 25%. The solution can be applied in companies of virtually any industry and any size. PR Contact Name Jutta Kropp PR Email Address firstname.lastname@example.org PR Telephone Number +49 2102 728 0 Company Name Italian Trade Commission Stand Number G74 Call Centre Expo Product or service to be launched Investment Opportunities in Italy Description The Investment Desk at the Italian Trade Commission promotes investments and fosters business relationships between Italy and the UK. Our mission is to offer a one-stop-shop for investors and companies interested in setting up or expanding their business in Italy PR Telephone Number 020 73890 3000 Company Name ITIDA Stand Number B30 Call Centre Expo Product or service to be launched Crystal VoIP via new Swift-HX VSAT network Description Launching of the Crystal VoIP via new Swift-HX VSAT network. Customer relationship management through methods including: e-mail newsletters, postal mail catalogues, website enquiries and chats and other CRM methods requiring technical knowledge to provide support to internal and external customers of companies that deliver technology-enabled products and services - Consulting Services/Outsourcing Off- Shore ;Sales, marketing and customer care.1. Product or service to be demonstrated Live VoIP International / National Calls via Land Lines Onsite promotion FREE VSAT Hardware with Crystal VoIP service PR Contact Name ahmed reda / noha youssef PR Email Address email@example.com / firstname.lastname@example.org PR Telephone Number +202 3534 5186 / +202 3534 5185 Company Name Jabra Stand Number E40 Call Centre Expo Product or service to be launched Jabra GN1220 Description The Jabra GN1220 universal ‘smart cord’ is a unique offering which provides connectivity from GN headsets to a wealth of telephone systems, making it an ideal way to bring existing headsets up to date while assuring compliance with the EU Noise at work legislation by limiting telephone sound levels. PR Contact Name Kathryn Cotsworth PR Email Address email@example.com PR Telephone Number 0208 339 4425 Company Name Michael C Fina Stand Number D70 Customer: Strategy & Management Product or service to be launched Sincerely Sorry Description Sincerely Sorry is designed to help organisations improve their customer service and reputation by enabling them to apologise instantly for any operational issue or mishap and offer their customer either a free gift to a range of values and/or an apology card, letter or email, tailored to the incident PR Contact Name Naira Bhatty PR Email Address NairaBhatty@clareville.co.uk PR Telephone Number 020 7736 4022 Company Name NICE Systems Stand Number D35 Call Centre Expo Product or service to be demonstrated NICE SmartCenter™ Description NICE Systems is the leading provider of Insight from Interactions™ powered by advanced analytics of unstructured multimedia content. NICE SmartCenter™ enables organizations to run their business in an insightful and proactive manner and take action at the right time, by providing a holistic view of contact centre operations. PR Contact Name Craig Pumfrey or Graham Thatcher PR Email Address firstname.lastname@example.org PR Telephone Number +44 (0)8707 224 000/ +44 (0)1962 888 100 Company Name Nexidia Stand Number C45 Call Centre Expo Product or service to be demonstrated Nexidia Enterprise Speech Intelligence (ESI) Description Nexidia’s phonetic-based ESI software enables you to truly understand the voice of the customer and achieve strategic goals including reduced costs, agent productivity and customer satisfaction, by searching and reporting on every call you record. This can be provided as outcomes-based service to maximise the impact of your investment. PR Contact Name Kimya Coker PR Email Address email@example.com PR Telephone Number 404-495-7254 Company Name Noetica Stand Number B35 Call Centre Expo Product or service to be demonstrated SYNTHESYS Description Via one seamless system, SYNTHESYS™ enables users to: • Unify their agent front end through SOA type software framework • Streamline multiple front end processes without programming • Fix maximum of silent calls, yet optimize agent productivity • Gather field service requests from clients and despatch them to field staff PR Contact Name Jens Moeller PR Email Address firstname.lastname@example.org PR Telephone Number +44 (0)20 7326 8500 Company Name Plasmanet Stand Number E37 Call Centre Expo Product or service to be launched Plasmanet Intelligence Engine Product or service to be demonstrated Plasmanet Intelligence Engine Description The Intelligence Engine ensures agents are fully informed, engaged and quality focused by presenting them with relevant, timely information. It integrates business and key performance indicator data into a single interface, distributing it in an impactful format via any channel, to agents across the contact centre and the business. PR Contact Name Charlotte Tonkin PR Email Address email@example.com PR Telephone Number 07905 986810 Company Name Professional Planning Forum Stand Number E04 Call Centre Expo Product or service to be launched Contact Centre Innovations Awards 2008 Description Run by the Professional Planning Forum, these awards recognise the successful initiatives that are making innovative centres great places to work and transforming the customers contact experience. We’re looking for projects or new ways of working that have made a difference to customers or colleagues in the last year – with a significant measurable improvement or evidence of changed behaviour. PR Contact Name Katherine Potter PR Email Address firstname.lastname@example.org PR Telephone Number 07852 338471 Company Name QPC Stand Number F25 Call Centre Expo Product or service to be demonstrated QPC's consulting, workforce optimisation systems and training services Description QPC helps companies to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals. Our consulting, workforce optimisation systems and training services have a substantial record of reducing costs, increasing revenues and improving service within customer service environments. PR Contact Name Catherine Ingram PR Email Address email@example.com PR Telephone Number 01352 705822 Company Name Randstad Work Solutions Stand Number G77 Call Centre Expo Product or service to be launched Recruitment Solutions Description Randstads Contact Centre Solutions offers a full permanent and temporary recruitment solution to a wide selection of contact centres. Currently one of the largest staffing specialists in the UK, they lead the way in partnerships with both captive and outsourced clients specialising in solutions which add value to all customers. PR Contact Name Katya Hill PR Email Address firstname.lastname@example.org PR Telephone Number 01635 589244 Company Name SIMUL8 Corporation Stand Number E08 Call Centre Expo Product or service to be launched SIMUL8 Process Manager Description SIMUL8 Process Manager is an advanced scenario modelling solution. Consisting of a tailored simulation interface and an underlying simulation engine, SIMUL8 Process Manager allows your contact centre to develop and improve by providing a risk free environment to test strategic and operational change, before committing valuable time, money and resources. Product or service to be demonstrated SIMUL8 Process Manager Description Show how we would develop a model of your process and how you can quickly and easily make changes to your contact handling capabilities such as resources, skill groups and IVR and measure the impact of these changes on service levels, staffing, costs and capacity. PR Contact Name Lorraine Brown PR Email Address lorraine.b@SIMUL8.com PR Telephone Number 0141 552 6888 Company Name SmartPoint Technologies Stand Number C80 Customer: Strategy & Management Product or service to be launched SmartPoint Version 4 Description This latest version introduces a new role-based dashboard that provides a customised "home" page for the user. Working alongside the current customer intelligence dashboards, these role dashboards encapsulate best practice by showing users up to the minute information relating to their job role, for example sales quotations that need chasing Product or service to be demonstrated SmartPoint Description SmartPoint makes first call resolution a reality. Working alongside existing CRM/back office systems users are automatically shown relevant information about each customer enquiry. Offering significant efficiency and service improvements, implementation is surprisingly quick, taking just a day or two. SmartPoint is the fast and simple solution for information delivery. PR Contact Name Caroline Yeoman PR Email Address email@example.com PR Telephone Number 01753844100 Company Name Teleopti Stand Number E32 Call Centre Expo Product or service to be launched Teleopti CCC, v6.6 Product or service to be demonstrated Teleopti CCC, v6.6 Description Teleopti CCC – Workforce Management with a human touch Agent empowerment, the flexibility in forecasting and scheduling and the easy integration to third party solutions are key differentiators in Teleopti CCC. Lifestyle scheduling – the ability to influence through preferences and fairness Multiskill/Multichannel, forecasting and scheduling Extensive web-enabled analysis tools PR Contact Name Fred Landergren PR Email Address firstname.lastname@example.org PR Telephone Number +44 1865 292 056 Company Name thebigword Group Stand Number F71 Call Centre Expo Product or service to be launched Telephone Interpreting Integration for Contact Centres Description Giving CRMs access to dedicated interpreters covering over 120 languages in under 40 seconds as part of your call flow. Product or service to be demonstrated Telephone Interpreting Description Simulated and live versions of accessing language services in a contact centre environment helping you to reach your limited-English customers cost effectively. Onsite promotion Prize draw, Free samples of the service, Drinks PR Contact Name Jonathan Price / Sian Williams PR Email Address Jonathan.Price@thebigword.com PR Telephone Number +44 (0)870 748 8076 Company Name Ultra Communications Stand Number E44 Call Centre Expo Product or service to be launched U - Blend Description Ultra Communications are launching their unique, complete Network Call-Blending service for the Call Centre of the future. Increase agent productivity, customer satisfaction and reduce costs – all in one service. Non-geographic nature allows home-workers and multiple-sites and will be shown live at Expo. A fully Ofcom compliant, and complete Disaster-Recovery solution. Product or service to be demonstrated Ultra Network Contact Centre services Description Ultra Communications will exhibit their range of ‘Pay- As-You-Go’ Network CTI unique services, including Predictive Dialling, Voice Recording, CTI enabled Inbound Contact Centres, IVR and supervisors, Real Time Monitoring Tools, all live. With over 60 million connected calls last year, Ultra is at the forefront of the new Call Centre technology. Onsite promotion Free entry to win a Ultra complete call-centre trial for a month when you leave your business card. PR Contact Name Joanne Hatherley PR Email Address joanne.hatherley@UltraASP.net PR Telephone Number 02392 658355 Company Name USU AG Stand Number G28 Call Centre Expo Product or service to be launched USU KnowledgeCenter Description With the USU KnowledgeCenter we activate the entire knowledge of an organization and support knowledge- intensive tasks, by using this integrated research-and- documentation system technology. Call and service centers answer tens of thousands of individual queries every day using KnowledgeCenter. PR Contact Name Dr. Thomas Gerick PR Email Address email@example.com PR Telephone Number +49 7141 4867 440 Company Name VeCommerce Stand Number D07 Call Centre Expo Product or service to be launched VeConnect & VeSecure Description VeCommerce’s will be showcasing its range of Intelligent Call Steering, ID&V(identification & verification) and voice self-service modules including VeConnect® - call routing solutions using speech recognition software designed to answer an organisation’s telephone calls, and transfer them to the correct employee and VeSecure® - voice-enabled caller identification and verification (using biometrics) solutions. Product or service to be demonstrated VeConnect & VeSecure Description With product demonstrations of VeConnect® & VeSecure®, VeCommerce will be assisting organisations looking to understand where the ‘real value’ exists in speech recognition and whether the use of voice biometrics should be a consideration for those organisations concerned about the likely increase in fraud over the telephone. PR Contact Name Jane Moores PR Email Address firstname.lastname@example.org PR Telephone Number 0845 658 0120 Company Name Vocall MYSTERY-SHOPPING Stand Number G37 Call Centre Expo Product or service to be launched Gem 3 Product or service to be demonstrated Gem 3 Description GEM is a password-protected mystery-shopping web- portal. Existing clients completed a ‘wish-list’ to ensure Vocall included all the needs of a company wanting to be mystery-shopped. Clients are able to view the mystery- shopper's feedback, individual assessments and the related graphs 24-hours-a-day, immediately after the assessment has been entered (Real-Time Management- Information). Onsite promotion ‘CATCHPHRASE’- Champagne is up-for-grabs in Vocall's annually popular competition. Look at the picture and; "Say What You See!" PR Contact Name Demitris Edwards PR Email Address email@example.com PR Telephone Number 01452 380648 Company Name Volt Delta International Stand Number G52 Call Centre Expo Product or service to be launched OASIS on-call Description Volt Delta is launching OASIS on-call, a range of hosted speech services, to automate any contact centre or organisation. Using the latest speech technology, OASIS on-call offers rapid and cost effective deployments from state of the art hosting centres with a range of integration options for CTI and CRM systems. Product or service to be demonstrated OASIS on-call Description Demonstrations of OASIS on-call speech applications showing a range of common customer interactions that can be automated. Demonstrations include the automated fallback to an agent, where necessary, together with full CTI available with the hosted OASIS IP contact centre. Onsite promotion All visitors to the stand leaving their business card receive the chance to win an iPod. PR Contact Name James Glasspool PR Email Address firstname.lastname@example.org PR Telephone Number 01932 755 555 Company Name Xceed Stand Number B30 Call Centre Expo Product or service to be launched Contact Center and Business Process Outsourcing Description Xceed offers inbound / outbound integrated customer contact solutions ranging from Customer Acquisition, Customer Services, Database Management, Direct Response Management, Helpdesk / Technical Support, Order Handling, Research Services to Back Office Solutions. It manages programs for clients covering four different continents, in eight different languages. PR Contact Name Heba Shabana - Sarah Adel PR Email Address email@example.com - firstname.lastname@example.org PR Telephone Number +2 02 3776 3016 - +2 02 3776 3011 Company Name XL WORLD Group Stand Number D41 Call Centre Expo Product or service to be launched Call Centre and BPO Services Description XL World offers multi-lingual services in the areas of call center and BPO. The main languages covered are: English, French, Spanish, Italian, German, Hungarian, Romanian. We also cover other languages in smaller volumes. PR Contact Name Anelia Trifu PR Email Address email@example.com PR Telephone Number +442070992892 Press Releases to Date FOR THE FIRST TIME CALL CENTRE EXPO and CUSTOMER: STRATEGY & MANAGEMENT WILL CO-LOCATE IN 2007 26th-27th September 2007, Birmingham NEC This year, Call Centre Expo, Europe’s no. 1 exhibition and conference for customer contact solutions will co-locate with Customer: Strategy and Management, the UK’s only dedicated exhibition and conference for integrated customer management solutions. Both events promote best practice in their respective industries and will run as two distinct shows with the other running alongside offering more opportunities for learning and networking. The co-located event is set to attract 7,000 attendees and will feature more exhibitors than ever before. For Call Centre Expo, now in its 9th year, the advantage of teaming up with Customer 2007 means those visitors who are sourcing CRM solutions can seamlessly cross over between the two events with no need to register again. With a combined total of over 300 exhibitors, an extensive education programme and plenty of networking opportunities, it would be a missed opportunity for heads, directors and managers from the call and contact centre and customer management community. In 2006, both shows attracted decision makers from an array of market sectors and this year’s show is a must for anyone interested in improving the way they communicate with their clients and optimising their customer experience. ‘The complete customer experience is becoming more and more critical for every market sector’ says Simon Mills, Event Director, Call Centre Expo, ‘by co-locating these two events it ensures decision makers are covering every angle in their customer management strategy.’ On offer this year are numerous shared features and hours of free education – including: • NEW Solutions Theatre – over 24 engaging product taster sessions enabling visitors to try before they buy; • The Excellence Theatre – hosting four inspiring keynote speaker sessions and the Management Development Academy in a fully integrated education programme offering practical tips and motivational management techniques; • Inspirational Keynotes – four thought leading sessions will be offered including insights from Colin Shaw, founder of Beyond Philosophy™, Mary Gober, leading international authority on customer service, Michael Anderson, senior contact centre consultant from Capgemini and Sir Ranulph Fiennes, the world’s greatest living explorer; • REFRESHED The Management Development Academy – fully integrated education programme of management guidance in practical and targeted training sessions that will enthuse and motivate for both personal development and general management skills & techniques; • Connections Networking Bar – will bring together the contact centre and customer management community as it provides the ideal environment for informal networking and exchanging of ideas and best practice. The Connections Tool enables peers, former colleagues and new acquaintances to touch base, and then follow-up onsite at the Connections Networking Bar; • NEW Showfloor VIP suite – offering visitors the opportunity to ‘take 5’ away from the hustle and bustle of the exhibition floor; • Plus over 200 leading suppliers of contact centre products and services – focusing on People, Strategy, Technology and Outsourcing – exhibitors targeted for industry needs; • And over 75 leading suppliers of the latest customer management products and services. Both shows will be hosting a brand new conference over the two day event, which are as follows: • CCF Conference – fresh, new content reflecting the editorial quality of CCF magazine - this year’s inaugural annual conference is a must-attend event for contact centre professionals; • Customer: Strategy & Management Conference – practical case- study-led sessions and strategic insight to marketing, customer service, sales and board-level professionals striving to improve their customers’ experience. For more information or to register for free attendance go to www.callcentre- expo.co.uk or www.customer-event.co.uk. - ENDS - Notes to Editor: Press Contact: CMPi: Katy Wilkins, Tel: +44 (0)20 7921 8522, email: firstname.lastname@example.org About Call Centre Expo Since its launch in 1999, Call Centre Expo has achieved extensive growth in both visitor and exhibitor figures to become Europe’s leading customer contact event. With 95 exhibitors and 3,000 visitors in 1999, the show now attracts more than 200 exhibitors and an attendance of 6,000 annually. Call Centre Expo 2007 will take place on 26-27 September 2007 at the NEC, Birmingham. About Customer: Strategy and Management Customer: Strategy & Management was launched in 2005 by CMP Information’s award winning team that created Call Centre Expo and Technology For Marketing. Customer: Strategy & Management is the UK's only dedicated exhibition & conference for integrated customer management solutions. Covering products and services to maximise relationships with customers throughout their entire customer lifecycle, the exhibition takes place, for the third time, at the NEC, Birmingham on 26-27 September 2007. About CMP Information CMP Information is the B2B communications division of United Business Media plc. Operating internationally, CMPi provides creative professional media solutions to around 20 industry sectors. Its products, including magazines, exhibitions, conferences, awards, information products and websites, are targeted at business professionals across a range of markets; these include Construction & Architecture, Commercial Property, Licensed Trade, Travel, Agriculture and Ingredients. Amongst its well-established brands are industry-leading publications including Building, Travel Trade Gazette, The Publican, Farmers Guardian, and Property Week. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, The Interiors Event and IFSEC. CMPi’s magazines reach over 700,000 readers directly through subscription and controlled circulation. Each year, over 400,000 business professionals and marketers visit its exhibitions. CMPi has operations in 15 countries and customers in 110. KEYNOTE SPEAKERS ANNOUNCED FOR CALL CENTRE EXPO 2007 Some of the biggest industry names have welcomed the opportunity to speak at Call Centre Expo 2007, Europe’s no. 1 exhibition and conference for customer contact solutions. The two day market leading event attracts the call and contact centre community to network, discover and develop new ideas and this year is set to re-energise the contact centre industry. As a part of the free educational programme, housed in the Excellence Theatre, the four keynote speakers offering invaluable insights at this year’s event include Mary Gober, an international authority on customer service; Colin Shaw, founder of Beyond Philosophy and one of the world’s leading experts on the customer experience; Michael Anderson, senior contact centre consultant at Capgemini; and Sir Ranulph Fiennes, the world’s greatest living explorer. On day one of the event - Wednesday 26th September - Sir Ranulph Fiennes, in his lecture, ‘Living Dangerously’, will tell a story of motivation, determination, success and hardship. He has achieved a number of record breaking expeditions that has kept him ahead of his international rivals for three decades and in an intriguing exploration of his life so far, Sir Ranulph, will describe the many challenges he has faced, the lessons he has learned and accomplishments he has made. Awards, honours, charity work, expeditions and best selling books are all packed in. Next, on day one, Mary Gober will be presenting an overview of ‘The ‘GOBER METHOD’™ - A Proven Strategy to Improve Service, Increase Sales and Motivate Your People’. Mary established Mary Gober International in 1979 and has since been at the forefront of delivering innovative and exciting customer service training with recent clients including Marks & Spencer, Reuters and West Mercia Constabulary. The ‘GOBER METHOD’ has been delivered to organisations in 33 countries around the world, with clients ranging from multinational companies to large and small privately-owned enterprises, charities and not-for-profit organisations. Mary will demonstrate how the ‘GOBER METHOD’ can boost motivation, performance and business results in this high impact, fast moving session. The second day – Thursday 27th September - presents two further inspiring speakers. Michael Anderson, a senior contact centre consultant for Capgemini will be considering ‘What will the contact centre of the future look like by 2012’. With over 25 years experience in the contact centre industry gained in various market sectors, Michael, based on new research, recognises the evolution of the contact centre and how it will be driven by business needs with technology playing an enabling role. Visitors will be challenged with new ideas and advice on how to develop the contact centre to its full potential. The fourth speaker, Colin Shaw, founder and CEO of Beyond Philosophy, the world’s leading experts on the customer experience will discuss ‘Maximising the customer experience’. Delivering a thought leading and entertaining speech, Colin understands what makes businesses tick and speaks of how to create a deliberate experience for customers to stand apart from competitors, and supplies numerous case studies of organisations that have dramatically improved and generated millions. For the first time this year, Call Centre Expo 2007 will be co-locating with Customer: Strategy & Management - the UK’s only dedicated exhibition and conference for integrated customer management solutions. The seamless cross over between the two events offers access to more exhibitors and double the educational and networking opportunities. Visitors will attend the event from a wide array of industry sectors, including finance, public, retail, travel and leisure within marketing, sales, customer service, HR, IT and corporate management. The show isn’t restricted to call centre professionals - anyone who is passionate about delivering a great customer experience and would like to enhance their customer management strategies would find the show of benefit. The combined event is set to champion best practice and demonstrate how to perfect the customer experience through integrated customer solutions thus ensuring a longevity in relationships for organisations with their customers. For more information or to register for free attendance go to www.callcentre-expo.com or www.customer-event.co.uk. - ENDS - Notes to Editor: Press Contact: CMPi: Katy Wilkins, Tel: +44 (0)20 7921 8522, email: email@example.com Photography A selection of photographs from Call Centre Expo 2006 and Customer: Strategy and Management 2006 are available. If you require any images to support this release please email firstname.lastname@example.org. About Call Centre Expo Since its launch in 1999, Call Centre Expo has achieved extensive growth in both visitor and exhibitor figures to become Europe’s leading customer contact event. With 95 exhibitors and 3,000 visitors in 1999, the show now attracts more than 200 exhibitors and an attendance of 6,000 annually. Call Centre Expo 2007 will take place on 26-27 September 2007 at the NEC, Birmingham. About Customer: Strategy and Management Customer: Strategy & Management was launched in 2005 by CMP Information’s award winning team that created Call Centre Expo and Technology For Marketing. Customer: Strategy & Management is the UK's only dedicated exhibition & conference for integrated customer management solutions. Covering products and services to maximise relationships with customers throughout their entire customer lifecycle, the exhibition takes place, for the third time, at the NEC, Birmingham on 26-27 September 2007. About CMP Information CMP Information is the B2B communications division of United Business Media plc. Operating internationally, CMPi provides creative professional media solutions to around 20 industry sectors. Its products, including magazines, exhibitions, conferences, awards, information products and websites, are targeted at business professionals across a range of markets; these include Construction & Architecture, Commercial Property, Licensed Trade, Travel, Agriculture and Ingredients. Amongst its well-established brands are industry-leading publications including Building, Travel Trade Gazette, The Publican, Farmers Guardian, and Property Week. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, The Interiors Event and IFSEC. CMPi’s magazines reach over 700,000 readers directly through subscription and controlled circulation. Each year, over 400,000 business professionals and marketers visit its exhibitions. CMPi has operations in 15 countries and customers in 110. CCF POWER 100 - THE BENEFITS OF BEING A CONTACT CENTRE EXECUTIVE The exclusive Senior Executives Members’ Club ‘CCF Power 100’ has enjoyed continuing success in its first year since its launch at Call Centre Expo 2006. The Club promotes shared knowledge and experience and encourages interaction between leaders in the contact centre community. Over 300 contact centre professionals are now members and are invited to meet at quarterly high-level networking events – including facilitated discussions by guest speakers, round tables & workshops. Most recently they gathered on board the Aurora at the Call Centre Executive Forum where their membership gave them priority to take part in the two day event. Up next is the invitation only sessions at Call Centre Expo 2007 which also celebrates the first anniversary of the Club. Two sessions will be held, one on each day of the event. The first is an interactive debate discussing the changes in customer management and customer service delivery led by Cara Diemont, editor of Dimension Data’s Global Contact Centre Benchmarking Report and on day two, a workshop facilitated by Colin Shaw, founder and CEO of Beyond Philosophy exploring ‘the new DNA of Customer Experience’. They will also receive discounted entry to the annual CCF Conference and automatic VIP status allowing access to the Showfloor VIP suite sponsored by Avaya, which offers the opportunity to ‘take 5’ away from the showfloor between visiting some of the 250 exhibitors demonstrating the latest industry products and services. Members include Heads of Contact Centres, Customer Service Directors and Heads of Business Development from a range of industry sectors covering: financial services; leisure and tourism; public services; and retail. All of whom receive benefits such as free annual subscription to CCF Magazine, exclusive access to online forums, blogs, industry news and developments, plus priority invitations to numerous educational and networking events. Comments from current members. “The CCF Power 100 gives me a structured and facilitated forum to discuss common non-competitive issues with colleagues across many market sectors in a very efficient manner” Jeff Lynn, Customer Information Centre Manager, BMW Group Financial Services “I joined the CCF Power 100 to have a forum to bounce ideas and drive the boundaries of our industry. To my mind, there is no point in re-inventing the wheel, so working with my peers to develop the future collaboratively makes the process more enjoyable and I believe accelerates it for all; this has to be good for our industry. The calibre of people I’m met at Power 100 sessions has been great, and I feel as though I have a network of people who understand my world and I can talk shorthand with!” Angie Guy, Head of Operations, HBOS GI "Events like the Call Centre Executive Forum and round table discussion groups provide a unique opportunity to network with colleagues, share common challenges and work together to find ways in which we can raise the bar for service standards across our industry" Rob Wilson, Head of Business Development, RAC Direct Insurance Members of the CCF Power 100 are promoting excellence within the industry and championing best practice and agree the meetings are of great value for both their organisations and the industry as a whole. For more information about CCF Power 100 contact Iwona Hampson on +44 (0) 20 7921 8395. For more information or to register your free attendance to Call Centre Expo visit www.callcentre-expo.com. - ENDS - Notes to Editor: Press Contact: CMPi: Katy Wilkins, Tel: +44 (0)20 7921 8522, email: email@example.com About Call Centre Expo Since its launch in 1999, Call Centre Expo has achieved extensive growth in both visitor and exhibitor figures to become Europe’s leading customer contact event. With 95 exhibitors and 3,000 visitors in 1999, the show now attracts more than 200 exhibitors and an attendance of 6,000 annually. Call Centre Expo 2007 will take place on 26-27 September 2007 at the NEC, Birmingham. About CCF Magazine The UK’s no1 customer contact title, CCF is packed with cutting-edge editorial, news analysis and incisive industry comment. With an ABC-audited readership of over 10,000 subscribers, the magazine is a primary resource for call centre managers and customer service directors, covering everything from strategic thinking and best practice to people issues and up-to-date technological innovation. CCF’s reliable and informative online portal is updated daily with all the news and events you need to know about – for more information go to www.callcentre.co.uk. ENCOURAGE AND RETAIN YOUR CALL CENTRE STARS WITH CALL CENTRE EXPO The ‘Rising Stars’ initiative will be launched at Call Centre Expo this September supported by the Call Centre Management Association (CCMA) - the professional association for Call Centre Managers and Supervisors – and CCF magazine. The scheme recognises individuals making career advancements within call and contact centres. The call centre industry often suffers criticism and bad press and with such negative publicity heaped onto the call and contact centre community it is easy to forget those ‘Rising Stars’ who strive for excellence in their area of work. The initiative celebrates excellence within the industry and acknowledges and demonstrates that talented individuals are nurtured to progress within the industry and become the call centre managers of the future. Ann-Marie Stagg, Chair of the CCMA, explains how it is key for call centre managers to get involved and to nominate their talented employees, “As contact centres continue to develop in the UK there is a clear need to identify and support the development of our next generation of senior contact centre managers.” She continues, “As part of the work that the Call Centre Management Association does in this area we are delighted to partner with CMP on what we believe to be an important and stimulating initiative.” Call Centre Expo, an annual event to be held this year on 26th & 27th September at the NEC, Birmingham, is the event supporting individuals climbing the professional ladder and promotes the development of the industry’s leaders and managers of the future. The exhibition is set to attract thousands of contact centre managers and with a comprehensive programme in place for the ‘Rising Stars’ invites them to attend with their high flying supervisors and team leaders. Event features on offer to every individual selected by their manager, as well as all the regular highlights at Call Centre Expo, include: • Mentor presentation by Michelle Dewberry winner of the BBC’s ‘The Apprentice’ in 2006 who has worked her way from administrator to senior contact centre professional to running her own business offering global outsourcing solutions, project delivery and consultancy services and Ann- Marie Stagg, a ‘rising star’ herself, who started out “on the shop floor” and is now the Head of Insurance Services for the Co-operative Financial Services; • A dedicated Rising Star session taking place in the Management Development Academy titled ‘Maximising your Potential’; • 1-2-1 break-out sessions with supporting partners Academee & Perfect Futures to discuss progression, recruitment, training, coaching, and team motivation; • “How to Network” buffet lunch, hosted by Academee & Perfect Futures; • Half price CCMA membership for participants in Rising Stars programme – for both Rising Stars themselves and their contact centre managers. Continuing support for all Rising Stars following the two day event will include access to training/coaching modules, blogs and chat rooms to encourage networking post show as well as coverage in CCF magazine. Four of the most promising individuals will have the opportunity to be mentored throughout the year and receive further coverage monitoring their progress to call centre manager. For more information about the Rising Stars initiative call Clare Puddifoot on +44 (0) 20 7921 8526 or to nominate your Rising Stars contact Iwona Hampson on +44 (0) 20 7921 8395 or go to www.callcentre-expo.com/risingstars. For more information or to register your free attendance to Call Centre Expo visit www.callcentre-expo.com. - ENDS - Notes to Editor: Press Contact: CMPi: Katy Wilkins, Tel: +44 (0)20 7921 8522, email: firstname.lastname@example.org About Call Centre Expo Since its launch in 1999, Call Centre Expo has achieved extensive growth in both visitor and exhibitor figures to become Europe’s leading customer contact event. With 95 exhibitors and 3,000 visitors in 1999, the show now attracts more than 200 exhibitors and an attendance of 6,000 annually. Call Centre Expo 2007 will take place on 26-27 September 2007 at the NEC, Birmingham. About CMP Information CMP Information is the B2B communications division of United Business Media plc. Operating internationally, CMPi provides creative professional media solutions to around 20 industry sectors. Its products, including magazines, exhibitions, conferences, awards, information products and websites, are targeted at business professionals across a range of markets; these include Construction & Architecture, Commercial Property, Licensed Trade, Travel, Agriculture and Ingredients. Amongst its well-established brands are industry-leading publications including Building, Travel Trade Gazette, The Publican, Farmers Guardian, and Property Week. It also has a number of exhibitions recognised as the pre-eminent events in their respective market sectors. These include CPhI, The Interiors Event and IFSEC. CMPi’s magazines reach over 700,000 readers directly through subscription and controlled circulation. Each year, over 400,000 business professionals and marketers visit its exhibitions. CMPi has operations in 15 countries and customers in 110.
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