Call Center Demo & Conference Features Exciting New Exhibitors

DALLAS, Oct. 13, 2011 /PRNewswire/ -- As call centers work towards the invariable goal of improving performance while cutting costs, the need for reliable and flexible solutions has become more urgent than ever. A number of such solutions are being offered by organizations that are exhibiting with ICMI Events for the first time, and have been on display this week at the ICMI Call Center Demo & Conference, October 11-13 at the Intercontinental Hotel in Dallas, TX.

Evolv, a leader in data-driven workforce selection, enables call centers to improve productivity, retention, and customer satisfaction.  At ICMI, they have shared information on how call centers using Evolv's cloud-based hiring intelligence platform have increased employee productivity by 5-10%, while improving retention by 20-30%.

"Evolv offers the only solution that ties employee productivity data to recruiting decisions," said Dan Enthoven, Chief Marketing Officer at Evolv. "This enables employers to make better hires and improve the entire recruiting process."

Get Satisfaction, an open technology social community platform, offers companies an easy and integrated way to engage in conversation with their customers. One of their current customers is Proctor and Gamble. Get Satisfaction powers the "Contact Us" page and provides the social support strategy for many of Proctor and Gamble's products, including Pampers.

Director of Channel Partnerships Zach Lawryk said, "Coupling a call center with Get Satisfaction means getting customers to engage through a more productive channel, resulting in higher customer satisfaction and decreased support costs."

Infratel, a leading provider of call center products and services, delivers a robust software platform that serves the general telephony needs of small-medium sized centers. They provide one of only a few Microsoft Windows Server-based IP PBX solutions available in the market.

"Infratel is excited to offer a feature rich contact center solution to the SMB which can be deployed either through the cloud or into an on-premise environment," said Jim Southwell, General Manager, Infratel US. "Many companies have not had the resources to manage or the budget to purchase powerful contact center software in the past. Infratel aims to level the playing field with Infra Call Center."

SmartAction is a leader in call automation, providing hosted speech IVR to medium-to-Fortune 500-sized businesses. Their state-of-the-art solution contains artificial general intelligence and natural language capabilities, allowing more complex calls than advanced IVRs, at a quarter of live agent costs.

"SmartAction is excited to showcase our state-of-the-art hosted speech IVR solution to this year's Call Center Demo & Conference attendees," said Peter Voss, SmartAction's CEO and Founder. "We've experienced rapid growth, as companies are increasingly using our services' artificial intelligence for a superior call experience and higher call completion rates."

Stratus Video, a cloud-based video/audio collaboration solution, has perfected their technology under parent company ZVRS through their long-existing videophone technology product for the deaf and hard of hearing. VideoCallCenter (VCC), their entry to the call center market, routes calls based on queues, skills, time of day, geographic region, agent status, and more.

"With our cloud-based technology, customer call centers can now go to the premium level of customer service with face-to-face communication," said William Cobb, Vice President and General Manager of Status Video. "This product will revolutionize call center management, increase profit and reduce call times. We're proud to be an innovator in this changing landscape of call centers."

"So many of our attendees come to ICMI events not only for the unparalleled education, but also to learn about the latest and greatest products and services on the market," said Laura Quinn, ICMI Events Manager. "We are excited to host these organizations for the first time, and look forward to working with them in the future."

ICMI Events

To find out more about Call Center Demo & Conference, visit www.icmi.com/ccdemo.

To find out more about ACCE, visit www.icmi.com/acce.

About ICMI:

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to providing uncompromised objectivity and results-oriented vision through the organization's respected lineup of professional services including: Training and Professional Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI continues to serve as one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM Live which provides leading integrated media solutions and professional services across 20 different markets. For more information, visit www.icmi.com.  

SOURCE International Customer Management Institute (ICMI)/UBM Live