Call & Contact Center Expo - Las Vegas - Showguide 2022

SHOW SPONSORS:

THE ULTIMATE EXHIBITION FOR THE CUSTOMER ENGAGEMENT INDUSTRY

300+

INDUSTRY LEADING

SPEAKERS

200+

LEADING SUPPLIERS

3,000

INFLUENTIAL VISITORS

LAS VEGAS CONVENTION CENTER

MARCH

16 & 17| 2022

EVENT OPEN: WED 10AM-5PM THUR 10AM-4PM FEATURED SPONSORS:

The Call & Contact Center Expo 2022 is finally here! With the Las Vegas Convention and Visitors Authority reporting that millions of tourists are visiting the city once again, we are all excited that Las Vegas is very much back and open for business! Known for it’s world class entertainment and service we can think of no better place to host an event all about client experience, contact and communication.

The Call and Contact Expo team are so excited to finally welcome you to Las Vegas for an exciting couple of days of business hope you find the time to enjoy the bright lights of Vegas nights during your stay!

SAFETY MEASURES: PLEASE READ To help in keeping the event a safe and healthy environment, please follow the official safety instructions present at the event. Before you make any travel plans please check official guidance provided by the CDC and for specific information about your visit to the event and Las Vegas please check the LVCC website: https://www.lvcva.com/covid-19-updates/

WELCOME

WELCOME TO THE ENTERTAINMENT CAPITAL OF THE WORLD! LAS VEGAS!

WHAT HAPPENS IN VEGAS DOESN’T NEED TO STAY IN VEGAS!

04.

Awards 10.

Book A Meeting 11.

Focus on Customer 14. Experience Keynotes

Hear from the world’s best technology leaders about the latest strategies, tools and techniques

THE CALL & CONTACT CENTER EXPO: THE ULTIMATE EXHIBITION FOR THE CUSTOMER ENGAGEMENT INDUSTRY We are excited to welcome you to The Call and Contact Center, Las Vegas 2022 edition. The event is the leading customer engagement and business intelligence event and with hundreds of suppliers, speakers and masterclass sessions you are going to be spoilt for choice!

The event has been designed to provide visitors with the opportunity to source new suppliers, learn about the latest technology and be inspired by the most innovative experts in the Industry. From chat bots, text platforms and video conferencing solutions to call center services, technology to enable work from home and increase team productivity- you will find everything you need all under 1 roof!

There will be 100’s of inspiring tech leaders speaking about the most important issues businesses are tackling today. In an ever changing world the demands of delivering exceptional customer experience becomes more and more competitive, the Call and Contact Seminar sessions are designed to help you do just that!

The Call and Contact Center team look forward to once again welcoming our local visitors from the Las Vegas business community as well as many visitors from different states and even different continents. As an International event we look forward to meeting with new and established connections, and making new connections from far and wide Please use this showguide as the tool for planning your day, from finding what time your favourite speaker is speaking to planning your route around the show floor, we are certain you will find all the information you need inside

Meet the finalists with a chance to win one of the highly coveted Call & Contact Center Expo Awards

We value your time! Make your visit as productive as possible and book a meeting now with suppliers of your choice

Discover everything you need to deliver customer engagement, support, and satisfaction to get your business ahead of the competition.

18.

TECHNOLOGY TRAIL It’s time to get hands-on with the latest in CX and UX technology! Follow our technology trail to witness live demonstrations and try products for yourself

22.

Meet our 24. Partners

Expert Masterclasses Book online now to guarantee your spot in one of our highly valuable educational masterclasses

Thanks to the support of our amazing expert Partners we are able to deliver this event! Be sure to meet them at the show

28.

VIP Lounge - Exclusive

30.

Full Speaking Agenda

Networking Opportunities

Take advantage of the dedicated VIP Lounge to meet your next supplier, partner or event client!

With numerous sessions being delivered by Industry Experts, there is plenty to choose from, just decide what interests you the most to plan your day

36.

Floorplan 42.

Exhibitor A-Z Listing Plan your route, there’s so many to meet! Use the listing and Floorplan to pinpoint exactly who you want to find first!

Save yourself some time! Check out our floor plan and plan your route so you can meet all the exhibitors you’d like to meet, before you show up to the show

Reimagining the Customer Experience with Zoom Join us to discover how Zoom can help bring together the best of internal and external communication and collaboration, and enable businesses to interact with end customers across the customer journey, from acquisition to support.

Kentis Gopalla

Lead Product Manager Zoom

Wednesday 11:00 AM - 11:30 AM KEYNOTE THEATER 1

Matthew Clare

Partner Development Manager Google Chrome Enterprises

Fueling great customer service through agile, modern contact center solutions and Chrome OS

Michael Puccinelli Michael Loeb Founder & CEO SingleComm

Founder & CEO Loeb NYC

The Magic of Customer Engagement: How to Delight and Surprise Every Time Featuring nationally renowned magician Ryan Oakes Attendees will learn techniques for turning negative interactions into magic moments, the formula for delighting and surprising customers, and how to set up customer service to not just win customers but wow them.

Wednesday 2:00 PM - 2:30 PM KEYNOTE THEATER 1

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Learn more about new trends, how to evaluate your technology stack, cloud-first OS platforms, and leading modern contact center solutions that can keep your business on the cutting edge of contact center technology.

Wednesday 11:45 AM - 12:15 PM KEYNOTE THEATER 1

Keynote

WEDNESDAY

SPEAKERS

THURSDAY

The Power of Partnerships Learn how working together and leveraging the strengths and capabilities of members of your ecosystem can benefit everyone—businesses, employees and customers alike.

Jeff Fettes

CEO & Founder Laivly

Analisa Dominic

CMO & VP of Marketing Opengear

Wednesday 2:45 PM - 3:15 PM KEYNOTE THEATER 1

Home Grown Machine Learning We will discuss how to build a machine learning program within an organization with a focus on cyber security..

Brennan Lodge

Head of Data Science Goldman Sachs

Thursday 1:15 PM - 1:45 PM KEYNOTE THEATER 1

The Evolution of Real-Time Digital QA Join Laivly CEO Jeff Fettes as he discusses how this new technology can add digital oversight in a work-from-home environment, provide new layers of brand protection, dramatically improve speed-to-production, ramp, training, and turnover all while improving QA metrics across your program.

Thursday 2:45 PM - 3:15 PM KEYNOTE THEATER 1

PLAN YOUR DAY AHEAD WITH OUR FULL AGENDA PAGE 30 5

Keynote SPEAKERS

Customer Service Innovation - The Wayfair Way Attend this session to learn about how Wayfair’s Customer Service organization is focused on making a promise a reality, as “home is our happy place, now more than ever.”

Meg Vaidya

CX Strategy Leader Wayfair

Thursday 12:30 PM - 1:00 PM KEYNOTE THEATER 1

Senior CX Consultant Gladly The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet

Josh Varela

Enterprise Director Contact Center Ring Central

PLAN YOUR DAY AHEAD WITH OUR FULL AGENDA PAGE 30

The most genuine sources of revenue and boosts in brand loyalty are created through radically personalized customer service. Utilize these simple strategies to improve your customers’ love for your business while also producing concrete revenue gains from your contact center.

Thursday 11:45 AM - 15:15 PM

Thursday 3:30 PM - 4:00 PM

KEYNOTE THEATER 1

KEYNOTE THEATER 1

Join this session as Jiquanda covers ways to use Diversity and Inclusion as a differentiator for employees, leaders, and those we serve.

Jiquanda Nelson

Service is the New Storefront

Learn how agent needs are changing, how more human approach and smart technology can help create high performing agents. Best practices from this session will make your agents successful, satisfy your customers and achieve your business ambitions.

Ally to Action: Unlocking Innovation through Diversity and Inclusion

CEO | Diversity, Equity and Inclusion Chair Diversity Window | PACE

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Christian Eberle

Wednesday 1:15 PM - 1:45 PM KEYNOTE THEATER 1

The Magic of Conversational Banking

WEDNESDAY THURSDAY

Next-generation voice solutions including conversational voice banking are highly valuable to the customer experience today and will play an indispensable role in the world of widespread conversational engagement now being shaped

by Silicon Valley’s tech giants.

Ken Arakelian

Senior Vice President & Chief Product Officer ENACOMM

Thursday 2:00 PM - 2:30 PM KEYNOTE THEATER 1

Planning for Successful Customer Engagement Solution with Zoom A premium customer experience starts with a solution that helps you meet and engage customers in all the ways. Join us as we walk through key considerations in the planning phase to ensure a successful deployment with Zoom.

PANEL SESSION

Authors - Swipe to Unlock

Neel Mehta

Product Manager - Google

Parth Detroja

Product Manager - Facebook

Aditya Agashe

Josh Stanley

Zoom Phone Platform Strategy Zoom

Thursday 11:00 AM - 11:30 AM KEYNOTE THEATER 1

Product Manager - Microsoft

Bridging the Knowledge Gap

Business Strategy for Product Builders: Market Entry Strategies & Predictions

The next leap in contact center evolution is to engage users through Intelligent Virtual Assistants that go beyond call routing and transfer-toagent. This talk focuses on bridging that knowledge gap using Knowledge Graphs and Conversational AI.

As Product Builders, we have an innate desire to build great products. But you must be able to take a step back and evaluate when and how to best enter a market.

Wednesday 12:30 PM - 1:00 PM KEYNOTE THEATER 1

Raj Tumuluri CEO Openstream.ai

Wednesday 3:30 PM - 4:40 PM KEYNOTE THEATER 1

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CallMiner was founded on the belief that understanding your customers is the key to improving your business.

In 2002, we began the journey of converting unstructured customer conversations into powerful tools to improve your business.

Our initial thrust was on helping contact centers become more efficient and effective in handling customer questions and concerns and providing a better customer experience. Over time, we realized those same conversations, and ultimately digital conversations as well, contained the keys to unlock value all throughout the enterprise.

Buried in those interactions are insights on how to improve sales, better target marketing messages and pricing, create higher value products, deliver class-leading customer service and drive employee engagement and stellar financial results.

Learn how to connect the dots between customer conversations, deep understanding, and business performance improvement at callminer.com.

BEST COMMUNICATIONS PROVIDER A celebration of the potential that unified communication solutions can have on improving business innovation, profitability, collaboration and customer experience.

Finalists Zoom Video Communications Ozonetel Broadvoice

InDUSTRY Awards ENGAGEMENT SOLUTION OF THE YEAR This award recognizes the challenges faced in employee and customer engagement - from workforce management and gamification to customer management technology. The award will be given to the exhibitor that demonstrates an innovative and proven method, service, or product that results in exemplary engagement solutions.

Finalists RingCentral AirKit Singlecomm

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SECURITY SOLUTION OF THE YEAR This award credits the importance of compliance and trust within customer contact, support, and experience to protect customer and internal information.

It is open for providers of secure payments, data security, and storage solutions in addition to other numerous security methods and tools.

Finalists Cyber Protection Eckoh PCIPal

BOOK A MEETING FIND YOUR PERFECT MATCH Book a meeting today with one of our expert suppliers at the event today Make the most of your valuable time at the event by taking advantage of our complimentary matchmaking service. There is no better opportunity to experience demonstrations of the latest most innovative software or discuss the challenges in your industry than live at the event. Find all the technology, products and solutions you need to transform or implement your CX strategy. Experts from the leading businesses in the world have flown to Las Vegas to showcase hows their systems can work for your business, answer questions face to face and understand more about the challenges you face. With 100’s of potential new suppliers to meet, book an appointment now to guarantee your time to meet!

Meet Suppliers and Industry Experts- there’s so many to choose from!

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BPO Services

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Automated Solutions

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Payment Services

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EX Software

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HR Software

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Agent Management Systems

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Telecommunications technology

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Telecommunications hardware

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IT management and security

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Cloud communications

•

Video conferencing

•

Intelligence and Analytics

Scan the QR-Code to match with an expert today!

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Building

HI UX Providing a positive experience to your users has never been more important.

Brand loyalty and meaningful customer journeys will put you ahead and keep you ahead of your competitors.

EX Businesses with engaged employees

CX Gartner research predicts that by 2023, over 75% of all customer communication management implementations will be cloud or hybrid solutions, with plenty on offer to demonstrate at the 2022 event now is the time to get ahead of the trend

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see a reduction in absenteeism and anincrease in employee productivity, take look at the software on offer and find out how your team can benefit

the World Class Customer Experience

GHL IGH T S With over 32 million visitors to Las Vegas in 2021, there is no better place to discuss customer experience. Creating an excellent strategy can be complicated, but at the Call & Contact Center Expo we bring you everything you need all under 1 roof!

Networking With 1000’s of experts from Industrys such as Finance, Healthcare, Service and Government Agencies all under 1 roof now is the time to network!

Dont forget to subscribe to our digital magazine to keep up to date with all Show and Industry News all through the year!

Working from Home The events of the past couple years has resulted in the expected growth rate of full-time remote work over the next five years more than doubling. From fully remote, work-from-home, hybrid and flexible jobs, you can explore all options with expert providers at the event

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Provide the customer experience your clients deserve and enhance call quality for your agents today.

Learn more about our intelligent headset solutions at jabra.com

Special Call & Contact Attendee

GET MORE PROSPECTS ON THE PHONE, AND CLOSE MORE DEALS!

Pricing of $0.008 Per Drop to Start

The ultimate suite of tools to connect & follow-up with your ideal customers so you can build pipeline, shorten your sales cycle, and close more deals.

USE CODE:

GETCALLS

Exceed your sales target with ringless voicemail drops.

EVERY TIME. Over 90% of people listen to their voicemail, compared to 40% answering their phone and 10% opening an email.

Ringless voicemail generates 10% call-backs or website visits, for a very low cost per successful drop.

Recipients respond better given its not as intrusive as calls or text messages.

Successful for: ● B2B Lending

● Car Dealerships

● Student Loan Consolidation

● Solar

● Lead Generation

● Collections Agencies

● Mortgage Lending

● Travel

● Real Estate

● Call Center Optimization / Inbound Call Generation

www.drop.co

Company Name

Booth

Aktify Inc

2029

ConvertMore

3026

Cognigy

3029

eSkill Corporation

3048

Utz Accent

4025

Master of Code Global

5039

Caller ID Reputation

6003

Openstream.ai

6046

ArenaCX

8044

Sharpen Technologies Inc

8026

Snowfly Performance and Speech Analysis

8028

Bespoken

4035

KMS Lighthouse

4013

AirKit

7063

RingCentral

5007

TECHNOL TRAIL 2001

ENTRANCE 7011 Organizers Office

3003

3005

4002

4004

4001

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5000

5002

2017

2019

3009

3011

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Masterclass 1

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5021

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7017 Masterclass 2

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Theater 2

3001

7005 Marketing Office

2009

6011

6021 7036

7025

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7035

8024

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8034

7037

LOGY

You have heard about all the new and innovative technology, now see it in person! Stop by one of these highlighted suppliers to get an in person demonstration of the latest advanced CX solutions on the market.

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3026

3025

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2047

3034

3029

3033

4026

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5034

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5035

7041

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2053

3048

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2057 Theater 3

3047

3049

3051

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4046

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7063

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8064

8066

VIP Lounge

6025

4037

2051

3043 Keynote Theater 1

4024

2049

5058

2027

Keynote Staging

2025

Food Concession

Live Demo: Experience the lasted CX solutions

Theater 6

5053

5057 Theater 4

9035

7073 Theater 5

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RingCentral at Call & Contact Center Expo 2022 Las Vegas Convention Center, March 16 – 17, 2022

Attend our keynote session and participate in a theater session or demo at booth #5007 In 2022, we are making it easy for customers to connect with you on any channel, from anywhere, with anyone in your organization.

Learn how RingCentral can help you create lifelong customers.

The Rising Agent Migration — How to address elevated expectations and make 2022 the best year yet.

Thursday, March 17, 11:00 a.m. – 11:30 a.m. PT

Joshua Varela Enterprise Account Director, Contact Center Sales, RingCentral Meet with us and get a pair of Vans!*

Intelligent Workforce Platform

Contact center excellence.

Fueled by AI.

MASTER C L A SS

BPOS OF TODAY AND TOMORROW. THE BIG CHALLENGES POST COVID Broadvoice is the cloud communications company that helps businesses create better employee and customer experiences with integrated contact center solutions and a robust collaboration suite that delivers voice, video, chat, and SMS in one seamless, feature-rich, secure platform.

Join us for an informative session on the changing landscape for BPOs in a post-covid era. In this session, we will share findings from a comprehensive four-month international study done in partnership with CGI, that reveals the trends and challenges BPOs face today and what the road ahead looks like for a changing workforce.

ABOUT THE SPONSOR Broadvoice is the cloud communications company that helps businesses create better employee and customer experiences with integrated contact center solutions and a robust collaboration suite that delivers voice, video, chat, and SMS in one seamless, featurerich, secure platform.

The study provides insights on the latest technologies, employee expectations, and how BPOs can transform their contact center operations to meet the demands of dynamic customer journeys.

Visit our booth to learn about GoContact by Broadvoice, the #1 platform for BPOs. We help customers reduce the technological complexities of their contact center operations and improve control, performance, and efficiency to create better customer experiences.

WEDNESDAY

11:00am - BPOs of today and tomorrow. The big challenges post COVID 12:00m - BPOs of today and tomorrow. The big challenges post COVID 1:00pm - BPOs of today and tomorrow. The big challenges post COVID 2:00pm - BPOs of today and tomorrow. The big challenges post COVID 3:00pm - BPOs of today and tomorrow. The big challenges post COVID

THURSDAY

11:00am - BPOs of today and tomorrow. The big challenges post COVID 12:00m - BPOs of today and tomorrow. The big challenges post COVID 1:00pm - BPOs of today and tomorrow. The big challenges post COVID 2:00pm - BPOs of today and tomorrow. The big challenges post COVID 3:00pm - BPOs of today and tomorrow. The big challenges post COVID

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REGISTER NOW TO THIS MASTERCLASS!

MASTER C L A SS

CUSTOMER OPERATIONS 101:

HOW TO USE DATA TO DRIVE NEXTLEVEL AGENT PRODUCTIVITY AND CONTACT CENTER OUTCOMES

ABOUT THE SPONSOR

Fin’s Work Insights Platform uncovers powerful insights to measurably improve the productivity of call and contact center agents. Agents increasingly use Today’s contact centers operate in increasingly complex environments. more and more applications, making With more agents in more locations working across more applications it harder than ever to identify process than ever before, how can companies even keep up, let alone improve? improvements that lead to higher On top of this, throw in a couple of global BPOs to manage, and utilization, faster handle times, and you have a mess! Yet leading companies are turning their contact better CSATs. Our turnkey browser centers into a strategic advantage, reducing handle times and keeping plugin reveals granular insights on agents engaged, while improving customer outcomes. But how? how teams work across any number of SaaS applications to deliver This masterclass series will cover how best-in-class companies customer experiences. We help use data and insights to identify opportunities, drive improvements, companies continuously test changes and demonstrate ROI for average outcomes of 25% reduction to business processes, inform in average handle time, 16% increase in agent utilization, and more. You will leave prepared with a toolkit of best practices staffing levels, remove technology around agent coaching, contact center technology, and policies frustrations, and identify coaching and procedures that drive measurably better results. opportunities across in-house teams and BPOs. The world’s Session attendees will be entered to win a 4-day trip to Lake Tahoe* fastest-growing companies use Fin to enable more productive teams that delight customers, on average decreasing handle 11:00am - Is data the new oil? Hint: it isn’t, but we’ll at least go over the top 6 times by 25% and increasing ways that best-in-class companies use data in contact centers to get ahead. agent utilization by 16%.

12:00m - So what exactly do agents do all day? Five ways to improve

WEDNESDAY

productivity, based on tens of millions of hours of agent work data.

1:00pm - Demonstrate the ROI of teams, technology and processes: how to A/B test like a pro and show whether operational changes actually worked.

2:00pm - Managing BPOs: the dos and the don’ts. Learn from what the data says and learn from your peers.

3:00pm - Replicate your best agents: how to identify top performers, remove roadblocks, and replicate winning behaviors through coaching.

4:00pm - Scaling operations for your growing CX team: how to use data to grow capacity without growing costs.

THURSDAY

REGISTER NOW TO THIS MASTERCLASS!

11:00am - Is data the new oil? Hint: it isn’t, but we’ll at least go over the top 6 ways that best-in-class companies use data in contact centers to get ahead.

12:00m - So what exactly do agents do all day? Five ways to improve productivity, based on tens of millions of hours of agent work data.

1:00pm - Demonstrate the ROI of teams, technology and processes: how to A/B test like a pro and show whether operational changes actually worked.

2:00pm - Managing BPOs: the dos and the don’ts. Learn from what the data says and learn from your peers.

3:00pm - Replicate your best agents: how to identify top performers, remove roadblocks, and replicate winning behaviors through coaching.

4:00pm - Scaling operations for your growing CX team: how to use data to grow capacity without growing costs. *Subject to the terms and conditions at http://fin.com/laketahoe2022.

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MEETOUR

ALLIES The Call & Contact Center Expo US has partnered with leading organizations that provide unparalleled coverage to companies, organizations, and professionals that work within the customer engagement, IT, and telecommunications industries.

We’d like to give an enormous thank you to our allies who have been by our side every step of the way!

Our allies are setting the industry standard for the latest tools, products, and solutions for customer experience and support as well as advancements and developing strategies for telecommunications, blockchain, cyber, and smart security solutions.

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LEARN HOW TO SELL ONLINE, SOURCE NEW PRODUCTS AND MASTER BEING AN ONLINE ENTREPRENEUR. Boost your product line into an industry leading brand.

LAS VEGAS

CONVENTION CENTER

THE ONLINE RETAIL SOURCING SHOW

25 & 26 MAY

2022

Running Alongside:

15,000 VISITORS 400 SPEAKERS 600+ EXHIBITORS

www.thelevel.ai

SUPER POWERS FOR YOUR CONTACT CENTER SUPERHEROES Complete Omnichannel Support

Unrivaled AI & NLU

Monitor 100% of Interactions

Automated qA

Real-time Agent Assist

Advanced Anal tics

Trusted by Customer Service Leaders Around the World

Learn More at Booth 5053

VIPLounge

Sponsored by

Capture the magic of exceptional customer engagement.

Ready to make inefficiencies and performance management problems disappear? Discover how you can work magic with SingleComm. Visit the VIP Lounge and learn about the most robust and affordable cloud-native CCaaS solution available while enjoying live magic and refreshments. Ready for a preview of the performance you can expect?

Schedule a demo now.

Scan below to check for agenda updates, promos and info at the Call & Contact Center Expo!

Call & Contact Center Expo U.S. @CallandContactUS Call & Contact Center Expo US @CallContactUS

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SPONSORED BY

KEYNOTE THEATER 1 | WEDNESDAY

KEYNOTE THEATER 1

PANEL SESSION

30

Nuri Gocay, Webex by Cisco Power your digital transformation with Webex

10:15AM 10:45AM

Kentis Gopalla, Zoom Reimagining the Customer Experience with Zoom

11.00AM 11.30AM

Matthew Clare, Google Chrome Enterprises Fueling great customer service through agile, modern contact center solutions and Chrome OS

11.45AM 12.15PM

Neel Mehta, Parth Detroja, Aditya Agashe Business Strategy for Product Builders: Market Entry Strategies & Predictions

12.30PM 1.OOPM

Jiquanda Nelson - PACE Partner, PACE Ally to Action: Unlocking Innovation through Diversity and Inclusion

1.15PM 1.45PM

Michael Loeb, Loeb NYC and Michael Puccinelli, SingleComm The Magic of Customer Engagement: How to Delight and Surprise Every Time | Featuring nationally renowned magician Ryan Oakes

2:00PM 2:30PM

Analisa Dominic, Opengear The Power of Partnerships

2:45PM 3:15PM

Raj Tumuluri, Openstream.ai Bridging the Knowledge Gap

3.30PM 4.00PM

SPONSORED BY

KEYNOTE THEATER 1 | THURSDAY Josh Stanley, ZOOM Planning for Successful Customer Engagement Solution with Zoom

11.00AM 11.30AM

Josh Varela, Ring Central The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet

11.45AM 12.15PM

Meg Vaidya, Wayfair Customer Service Innovation - The Wayfair Way

12.30PM 1.OOPM

Brennan Lodge, Goldman Sachs Home Grown Machine Learning

1.15PM 1.45PM

Ken Arakelian, ENACOMM The Magic of Conversational Banking

2.00PM 2.30PM

Jeff Fettes, Laivly The Evolution of Real-Time Digital QA

2:45PM 3:15PM

Christian Eberle, Gladly Service is the New Storefront

3.30PM 4.00PM

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcenterexpo.us for the latest information.

SPONSORED BY

Vern Fernandez, Jabra GM The Flexible Contact Center Begins With Intelligent Endpoints

11.00AM 11.30AM

Rich Wang, Observe AI How to Supercharge your CX with Conversation Intelligence

11.45AM 12.15PM

Brian Podolak, Vocodia Holdings Inc The Conversational AI Revolution

12.30PM 1.OOPM

Chaitanya Chokkareddy, Ozonetel Innovations driving the contact center future-Parallel channels and more...

1.15PM 1.45PM

April Sullivan & Eric Troutman, Caller ID Reputation How to Navigate the Call Labeling and Blocking Ecosystem

2.00PM 2.30PM

Mark A. Houpt, DataBank Ltd Data Protection in a Customer Driven World

2:45PM 3:15PM

Brian Redden and Doug Deker, Call Center Power Vetting Outsource Providers: Pre vs. Post Pandemic

3.30PM 4.00PM

SPONSORED BY

THEATER 2 | THURSDAY Rich Wang, Observe AI How to Supercharge your CX with Conversation Intelligence

11.00AM 11.30AM

Arjan ven den Berg, CONTACTCENTER4ALL Contact Center benefits when Microsoft Teams meets CC4Teams

11.45AM 12.15PM

David Larsen, SmartPalate International Artificial intelligence, technology for languages

12.30PM 1.OOPM

Frank Wassenbergh, Cloudlinx Migrating to the cloud? Learn 8 critical considerations to avoid expensive mistakes

1.15PM 1.45PM

Lina Delgado Cano, American Customer Care Inc Rethinking KPIs: Do They Say Anything about Customer Effort?

2.00PM 2.30PM

Milan Batinich, A.W. Companies, Inc Solving for the Employee Engagement Enigma

2:45PM 3:15PM

Check Our Website For Updates!, ConvertMore Check Our Website For Updates!

3:30PM 4:00PM

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcenterexpo.us for the latest information.

THEATER 2

THEATER 2 | WEDNESDAY

31

SPONSORED BY

THEATER 3

THEATER 3 | WEDNESDAY

32

Frank Esparza, Call Center Services International Nearshoring for Success: Advantages of Mexico

11.00AM 11.30AM

Shai Berger, Fonolo A New Reality for Contact Centers: The Labor Shortage is Here to Stay

11.45AM 12.15PM

John Kelvie, Bespoken LLC Testing, Tuning and Monitoring for Optimal Customer Experiences

12.30PM 1.OOPM

Kelly Painter, eSkill Corporation How to Hire and Train for the Skills Call Center Agents Need

1.15PM 1.45PM

Dr. Venky Krishnaswamy, Dialpad The Future of Customer Service is Digital-First and AI-Native

2.00PM 2.30PM

Amanda Malach, ArenaCX Businesses Gone Wild: Is your outsourcing strategy leaving you overexposed?

2:45PM 3:15PM

Sam Hahn, eGain Knowledge Hubs: The Key to Successful Digital Transformation of Customer Experience

3:30PM 4:00PM

SPONSORED BY

THEATER 3 | THURSDAY Frank Esparza, Call Center Services International Nearshoring for Success: Advantages of Mexico

11.00AM 11.30AM

Kevin Abbott, The Cadence Group (Moss Adams) Cybersecurity For The C-Suite

11.45AM 12.15PM

Charles Harmornick, Javier Segura, & Elder Gonzalez, World Connection Breaking the Cultural Barriers with your Outsourcing Partner

12.30PM 1.OOPM

Douglas W. Barbin, Schellman & Company LLC Scaling FedRAMP – The Assessors Perspective

1.15PM 1.45PM

Leo Bletnitsky, Healthy Technology Solutions Healthcare 2021 - Call Centers, HIPAA, Cyber Security and More…

2.00PM 2.30PM

Perla Humphrey, Edifius The Digital Call & Contact Center Agent

2:45PM 3:15PM

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcenterexpo.us for the latest information.

SPONSORED BY

Marc Bernstein & Sean Wheaton, Balto & UGA Finance Optimized for Excellent Conversations: Reshaping Today & Tomorrow’s Contact Center

11.00AM 11.30AM

Mike Otting, First Orion Corp.

Brand Impact: How Branded Calling Increases Customer Connections

11.45AM 12.15PM

Casey Denby and Casey Hall, ERC & Zenarate Create top-performing new hires, even from home!

12.30PM 1.OOPM

Chase Labrador, TechStyleOS Where the Fashion Runway meets Knowledge Management: The TechStyle Lighthouse Implementation Success Story

1.15PM 1.45PM

Mike Hallowell, Outsource Consultants LLC Strategies for Combatting Rising Outsourcing Costs at Home and Abroad

2.00PM 2.30PM

Nikola Mrksic, PolyAI Revolution is happening: Superhuman voice assistants for CX leaders

2:45PM 3:15PM

Craig Renzulli, Balance Staffing Hire right, right now.

3:30PM 4:00PM SPONSORED BY

THEATER 4 | THURSDAY David Grant, AMC Technology Forget roadmaps: orchestrate your contact center with customizable integration scenarios

11.00AM 11.30AM

Samantha Dizor Carter, MindPoint Group FedRAMP’s Role in Cyber Hygiene

11.45AM 12.15PM

Mark Hertel, PCIpal Achieving Sustainable PCI Compliance while Enhancing CX

12.30PM 1.OOPM

Sarah Wesen, Frontline Group The Frontline Journey

1.15PM 1.45PM

TJ Crews, Cyber Protection Services, LLC Digital Self-Defense in an Uncertain World

2:00PM 2:30PM

Nicole Culver, Pindrop The Future of Call Center Authentication and Fraud Detection

2.45PM 3.15PM

Jose Ferreras, Confie Business Process Outsourcing Maximize efficiency, improve business outcomes and drive service excellence

3.30PM 4.OOPM

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcenterexpo.us for the latest information.

THEATER 4

THEATER 4 | WEDNESDAY

33

SPONSORED BY

THEATER 5

THEATER 5 | WEDNESDAY

34

Benjamin Gleitzman, Replicant Solutions Inc. The Great Resignation: Why Your Contact Center Won’t Survive without Automation

11.00AM 11.30AM

Cristopher Kuehl & Shannon Brown- Hess, CallMiner Automating QA to Drive Measurable Results, Faster!

11.45AM 12.15PM

Fred Stacey, Smartz Solutions The experience culture is here! But which one?

12.30PM 1.OOPM

EJ Bowen, OmniLegion Technologies Optimize CX & Operationalize AI for Omnichannel Contact Centers

1.15PM 1.45PM

Tom Michaelian, Administrative Services, LLC (a Neustar company) Contact Center Excellence in the Era of Consumer Mistrust

2.00PM 2.30PM

Mike Mixon, Textel How Pearson Education Improved Engagement by 225% with Texting

2:45PM 3:15PM

Gary Davis, Smart Action Implementing an AI Virtual Agent Is Only the First Step

3.30PM 4.00PM

SPONSORED BY

THEATER 5 | THURSDAY Fabian Eppler, Aarde Cosseboom, Alex McBratney, USU Software AG Improve Agent Experience with Knowledge Management

11.00AM 11.30AM

Andrew Kennedy, Work Entropy, LLC The Cycle of Ensuring [WE] All Thrive

11.45AM 12.15PM

Daniela Semeco, Polyglotte Inc Gig CX and the Multilingual Contact Center

12.30PM 1.00PM

Benjamin Gleitzman, Replicant Solutions Inc. The Great Resignation: Why Your Contact Center Won’t Survive without Automation

1.15PM 1.45PM

Frank Pettinato, Avantive Solutions ~Hiya~ You Had Me at Hello: How to Increase Sales Conversion & Efficiency with Hiya’s Branded Call

2.00M 2.30PM

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcenterexpo.us for the latest information.

SPONSORED BY

Chris Anderson, Airkit Lowering Your Cost to Serve with Digital CX Automation

11.00AM 11.30AM

Jennifer Waite, Playvox Deliver great experiences to your agents so they can turn that into creating great customer experiences

11.45AM 12.15PM

Andrew Casson, Content Guru The Cost and Ops Advantage: Growing with end-to-end CCaaS Solutions

12.30PM 1.OOPM

Aaron Fischer, OfficePartners360 “Things We Think & Do Not Say: Taking the Stigma out of BPO”

1.15PM 1.45PM

Anoosh Roozrock, Aloware Cloud Contact Center Keeping Up with Mobile Customers: Business Texting for Contact Centers

2.00PM 2.30PM

Derek Roberti, Cognigy How can being an automation-first call center transform CX?

2:45PM 3:15PM

Jill Christensen, Jill Christensen International If Not You, Who? How to Crack the Code of Employee Disengagement

3.30PM 4.00PM

SPONSORED BY

THEATER 6 | THURSDAY Kristyn Emenceker, Playvox Deliver great experiences to your agents so they can turn that into creating great customer experiences

11.00AM 11.30AM

Elijah Cox, Snowfly Performance and Speech Analytics Improving Performance and Loyalty with Employee Engagement

11.45AM 12.15PM

Simon Black, Awaken Intelligence “Evolving the Contact Center: How to onboard, empower and retain agents in a rapidly changing environment”

12.30PM 1.OOPM

Gary Davis, Smart Action Implementing an AI Virtual Agent Is Only the First Step

1.15PM 1:45PM

Maddy Martin, Smith AI Capture and Convert More Leads with Outsourcing and Automation

2:00PM 2:30PM

Check Our Website For Updates!, 24x7Systems Check Our Website For Updates!

2:45PM 3:15PM

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcenterexpo.us for the latest information.

THEATER 6

THEATER 6 | WEDNESDAY

35

#

24X7SYSTEMS, Inc Booth 7052 Our professionals make complex, mission critical products and solutions, look easy – 24X7SYSTEMS engineers them every day! We impact the most critical aspect of your business – the way you do it.

1-844-24X7SYS 24x7systems.com

A

A.W. Companies, Inc. Booth 7043 A.W. Companies is a Woman Owned (WBENC & WOSB Certified) onshore BPO, Recruitment Firm, and provider of The Predictive Index.

6082801390 www.awcompaniesinc.com

Abacus Cambridge Partners Booth 8042 Abacus is a technology, consulting, and outsourcing firm offering futureready solutions to its clients globally.

Our experience is designing smart and scalable business solutions.

Working with global enterprises across industries, customer-centric approach, astute insights, strategic partnerships and passion for excellence drive our client’s transformation to empower them to turn into truly dynamic, agile, and adaptable enterprises.

1 (347) 701-4221 abacuscambridge.com

Airkit Booth 7063 “Fortune 500 and leading enterprise brands use Airkit to automate their customer experiences. Offload your contact center by transitioning to digital self-service, lowering your cost to serve, increasing revenue, and boosting CSAT.” www.airkit.com

36

Aisera Booth 4048

AMC Technology Booth 7025

AISERA AI Service Management (AISM) is an enterprise multi-cloud solution that leverages user and service behavioral intelligence to resolve requests and tasks autonomously.

Now, organizations can provide a personalized and proactive experience for their users with task and action automation, improve user experiences, while drastically reducing service costs. www.aisera.com

AMC Technology is a leader in the Computer Telephony Integration (CTI) world, bringing people together through great interactions since 1995. We improve interactions between agents, customers, businesses and communities through our flagship product, DaVinci™, the industry’s first and only iPaaS. 1(800)390-4866 www.amctechnology.com

Aktify Booth 2029 Aktify solves issues with sales headcount and bandwidth by supplementing sales agents efforts with its AI automated SMS technology.

Sales agents no longer need to spend time with mundane outreach, unresponsive leads can now be sent to Aktify to get prospects ready to close.

1-855-925-8439 www.aktify.com

alot!

Booth 5037 Conversational SMS marketing platform for insurance, home services, and ecommerce. More conversations = more business! Engage and convert web form leads into high intent, in-market callers. Call/Contact center and marketing agency - fully managed or white label solutions available.

206-839-7765 www.alot.co

Aloware Booth 6039 Aloware is a modern contact center software for sales and support teams.

Using Aloware, all calls & texts are recorded and logged into the CRM, sales teams make 3x more calls with our power dialer, and customers enjoy an omnichannel support experience on SMS and voice.

8552562001 aloware.com

American Customer Care Booth 3001 American Customer Care and its subsidiary Premiere Response operate 6 domestic contact centers in the North East and Midwest and a near-shore center in San Juan, Costa Rica, all complemented by a remote workforce.

We provide exceptional service to brands that view service as a differentiator.

5512750987 www.accare.com

Apex Call Centers Booth 2047 Apex Call Centers was founded in 2017. Since opening, we have added four additional locations including our headquarters in Fort Lauderdale, FL. Our mission is simple: to provide business solutions without compromising quality.

888-350-1433 www.apexcallcenters.com

Aportio Booth 8040 Aportio’s InboxAgent reads incoming text queries for Contact Centers.

InboxAgent achieves high accuracy levels, pre-trained by industry. Uniquely, Aportio’s InboxAgent covers email exceptionally well! You receive INSIGHTS about your customer queries; and we take ACTION - assigning queries, loggin 1-800-492-3906 aportio.com

ArenaCX Booth 8044 ArenaCX is the marketplace connecting brands with outsourced labor providers. We make it easy for brands to find, manage, and optimize their outsourcing relationships, providing unparalleled resiliency, scalability, and performance outcomes.

833-273-6229 www.arenacx.com

Avantive Solutions Booth 3003 Awaken Intelligence Ltd Booth 7016 Awaken brings the power of AI, Voice Analytics and Intelligent Agent Desktop to increase agent productivity and improve CX. Providing operational efficiency and deep data insights, to increase profitability, scale and provide a seamless, consistent customer experience. +442070787518 www.awaken.io

AxeBe Communications Booth 6036 We are a leading client call service provider, acknowledged as the preferred partner by both clients and worldwide associates for its integrity, reliability and discretion.

(051) 272-9500 axebe.com.pk

B

Balance Managed Services Booth 2033 For 25 years, Balance Staffing has served as the strategic partner of choice for thousands of companies.

Through our comprehensive workforce management options, we can simplify and streamline your operations, allowing you to reach new heights of productivity and efficiency.

512-370-2359 balancestaffing.com

Balto Booth 6025 Balto’s the #1 Real-Time Guidance platform for contact centers, centered around a simple truth: Better conversations make more money. Powered by AI, Balto scales best practices to agents with the push of a button, giving immediate insight into call performance. Balto’s guided 100M+ conversations 1-800-462-2586 balto.ai

Bespoken Booth 4035 We provide automated testing, training and monitoring for voice and chat, ensuring customers deliver exceptional IVR and chatbot experiences to their customers.

202-251-7107 bespoken.io

Big Outsource Booth 4018 We know what’s best for you! We, Big Outsource specializes in bringing you the high quality staff and service to help you with your business. Our strength ranges from customer, technical support, back office/administration, data entry, bookkeeping, and so much you deserve!

We are offering you this massive opportunity for a limited time only.

01784 898 628 bigoutsource.co.uk

Broadvoice Booth 2009 Broadvoice is the cloud communications company that helps businesses create better employee and customer experiences with integrated contact center solutions and a robust collaboration suite that delivers voice, video, chat, and SMS in one seamless, feature-rich, secure platform.

866-994-5014 www.broadvoice.com

Broadvoice Booth 2037 Broadvoice is the cloud communications company that helps businesses create better employee and customer experiences with integrated contact center solutions and a robust collaboration suite that delivers voice, video, chat, and SMS in one seamless, feature-rich, secure platform.

866-994-5014 www.broadvoice.com

Buzzeasy from Geomant Booth 7064 Buzzeasy transforms Microsoft Teams into a multichannel contact center, enabling voice and digital customer interaction. Utilizing the Teams infrastructure, we have added multiple inbound and outbound communication channels (SMS, chat, Messaging, email) to extend collaboration beyond the enterprise.

1-800-637-1077 www.buzzeasy.com

EXHIBITORS

A to Z Listing C

Call Center Power Booth 5000 Call Center Power is a leading call center outsourcing services and consulting firm, partnering with our clients to build, improve and manage every facet of their call center organization.

571.781.1112 www.callcenterpower.com

Call Center Services International Booth 4047 CCSl’s core business is to help U.S. companies establish a high-performing yet cost-effective Nearshore Contact Center in Mexico, to gain a competitive advantage with significant labor & operational cost savings, of up to 50%, and access to a large workforce of bilingual and bicultural agents. +1 (877) 399-3419 ccsi.com

Caller ID Reputation Booth 6003 See the calls they see. Caller ID Reputation® provides comprehensive health monitoring of your company’s outbound phone calls and call connections– Monitor. Manage.

Mitigate. Caller ID Reputation provides the most comprehensive aggregate of your business’ call scores across all carriers.

(888) 619-9586 www.calleridreputation.com

CallMiner Booth 6035 CallMiner is the leader in conversation analytics to drive business performance improvement. CallMiner delivers the industry’s most comprehensive, AIpowered platform to analyze customer interactions at scale, connecting the dots between insights and action.

(781) 547-5690 www.callminer.com

CallShaper Booth 4046

COGNIGY Booth 3029

Cyber Protection Services Booth 6047

For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

888-276-1370 www.callshaper.com

Cognigy is a global leader in omnichannel customer service automation, enabling organizations to build AI-powered virtual agents that automatically handle calls and chats from customers and employees.

Intelligent voice and chatbots powered by its Conversational AI platform help businesses improve se 415-432-9300 www.cognigy.com

Cyber protection services is dedicated to protecting against cyber threats that evolve daily. Our certified experts work with your unique technical needs to secure your data with the latest techniques and best practices. Our team of experts is ready to help you develop cybersecurity strategies. +1 410-660-2260 www.cyberprotection.com

ChaseData Corp Booth 3061 For two decades, ChaseData Corp has focused on designing and supporting the industrys most advanced but easy to use call center software. With the advent of cloud based technology, our scalable, flexible call center software is available to companies both large and small.

888-739-8218 www.chasedatacorp.com

Cloud Tech Gurus Booth 5034 We Are a Group of HIGHLY EXPERIENCED Customer Engagement and Technology Gurus. We assist companies in sourcing and procuring NEXT-GEN and DISRUPTIVE technology solutions, AT NO COST, to give them a competitive edge in business operations and customer engagement.

Save Time, Money, and Headache 951.600.9370 www.cloudtechgurus.com

Cloudlinx Booth 5002 Contact center consultant with a unique no-cost model that enables you to sift through the noise of vendor pitches to find the right technology to enable your agents & drive your mission statement forward. Instantly gain the experience of 10 years and thousands of migrations to your next project.

212-849-2270 www.cloudlinx.com

Cohere Booth 4050 Cohere empowers call & contact centers to engage customers faster and more effectively by automatically answering repetitive questions and accelerating the speed and effectiveness of live support sessions over audio or text channels like phone or chat.

9737273184 cohere.io

Confie BPO Booth 6049 For over 20 years, Confie BPO has helped complex organizations enhance efficiency, improve customer relationships and reduce costs – and we are well equipped to do the same for your enterprise. We have over 1,000 staff members, nearly all of whom are bilingual (Spanish and English) and bicultural.

7146209748 www.confiebpo.com

Content Guru Booth 7049 Content Guru makes omni-channel engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact center services, through the multi-award-winning storm® solution.

(202) 449-2857 www.contentguru.com/us

ConvertMore Booth 3026 ConvertMore is an engaging concept that came together with the idea of helping businesses reach their full potential in terms of converting leads into customers. convertmore.com

D

DataBank Booth 3025 DataBank is a leading Edge Data Center Provider, with 65 data centers in 30+ markets, offering customers access to 1.1 Million square feet of data center space, 141 MW of installed UPS capacity, and neutral interconnection at 20 major carrier hotels.

800-840-7533 DataBank.com

DecisionPoint Corporation DecisionPoint Analysis. Strategy.

Execution. Excellence. decisionpointcorp.com

Dialfire Booth 5046 Dialfire, the Dialer Cloud, is a zeroinvestment, cloud-based call center platform with outbound predictive dialer & blended inbound. Complete outbound campaigns with personalisable multi-step workflow can be set up within minutes, directly from the browser, without any installation or fixed costs. +19173412558 www.dialfire.com

Dialpad Booth 4059 Dialpad is the only provider of UCaaS and CCaaS capabilities delivered from an enterprise cloud platform as one solution and communications experience. Simple to deploy, available on any device, and backed up with Vi, Dialpad helps you to work smarter--not harder--from anywhere on any device.

415-469-1690 dialpad.com

Drop Drop is the best solution for your ringless voicemail and SMS needs.

Ringless voicemail allows you to deliver voicemail messages to leads without making their phone ring. RVM drops are the most cost effective channel for both direct response and re-engaging your old customers and leads.

630-401-5235 www.drop.co

E

Eckoh Booth 7036 Eckoh is a global PCI DSS Level One Service Provider of secure payment and customer engagement solutions for voice, IVR, mobile, chat and eWallets. Our solutions remove sensitive personal and payment data while future-proofing your business for fast-changing market demands.

866.258.9297 eckoh.com/us

Edifius Booth 4053 Edifius offers a digital call center agent to help call and contact centers handle inbound calls, improving response time and reducing operational costs. Our AI voicebot software puts your call or contact center on auto-pilot, interacting with your customers without adding payroll.

(770) 845-6280 edifius.com

eGain Booth 3009 eGain Corporation provides customer service infrastructure solutions for companies involved in electronic commerce. The Company offers solutions both as Web-based hosted application service through its eGain Hosted Network and as installed software for in-house implementation.

408-636-4500 www.egain.com

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eSkill Talent Assessment Platform Booth 3048 The eSkill Talent Assessment Platform is a comprehensive hiring solution that helps call centers recruit top candidates.

Choose from among hundreds of pre-prepared skills and behavioral assessments to identify candidates who can engage clients effectively and turn them into evangelists.

(866) 537-5455 www.eskill.com

Extenteam Booth 7041 Extenteam is a boutique staffing solutions provider with partners primarily in travel, hospitality, real estate, SaaS and tech industries.

We serve SMEs as well as publicly traded companies through our dedicated remote team members. +1(310) 295-2124 www.extenteam.com

F

Fin Booth 8024 Fin’s Work Insights Platform uncovers ways to measurably improve the productivity of contact center agents.

Our turnkey browser plugin reveals how agents work across applications, helping companies continuously optimize processes, inform staffing levels, remove technology frustrations, and identify coaching opportunities. This enables more productive, more empowered teams that delight customers. www.fin.com

First Orion Booth 5035 First Orion creates forward-thinking solutions that deliver confidence in mobile communications. We equip carriers with the tools needed to vet scammers and revolutionize the way people use their phones. First Orion also gives companies complete branding control of their calls – with names, logos, and reason for calling.

Visit www.firstorion.com today.

501-358-4061 firstorion.com

Five Star Call Centers Booth 4017 Extraordinary customer experiences.

That’s the business of Five Star Call Centers. As call center outsourcer of customer service and product support for over 35 years, our team has mastered the art of bringing the best customer experiences. Voice, email, chat and more – 24/7/365.

605-978-2121 www.fivestarcallcenters.com

38

Flex Payment Solutions Booth 6037

Hiya Booth 4015

As featured in “Inc 5000” Flex is a payment technology company that has been offering payment services to call centers for years. We offer IVR (pay-by-phone), pay-by-text, ACH, check draft, and card processing. Being family owned makes us nimble and different in a lot of ways. Contact us today!

(844) 353-9768 www.flexpaymentsolutions.com

Hiya is trusted by businesses, carriers and consumers to provide secure, engaging connections and stop unwanted calls. Built on the world’s leading Voice Performance Platform, Hiya protects more than 200M users from spam calls and delivers identity and intelligence solutions to businesses worldwide. +1 (425)835-3673 www.hiya.com

Fonolo Booth 4052 Fonolo eliminates hold time and improves the way contact centers interact with their customers.

Fonolo’s Voice Call-Backs solution offers the option to “press 1 to get a call-back from the next agent”, while Visual IVR provide click-to-call-back capabilities on web and mobile.

8553662500 fonolo.com

Frontline Group Booth 6053 Frontline Call Center is the BPO side of Frontline Group. We have been using the remote agent model since 2006, providing both technical and customer care, across 9 different genre verticals, 24/7. Frontline Group also includes Frontline Services, and is proud to introduce Frontline Connect.

3609696744 www.frontline.group

G

Google Chrome OS Chrome OS is a cloud-first operating system that provides employees with a modern experience and devices that stay fast, have built-in security, deploy quickly, and reduce the total cost of ownership.

(650) 253-0000 chromeenterprise.google/contact

H

Healthy Technology Solutions Booth 3057 Southern Nevadas Top Technology Consulting Firm. From Helpdesk to Cyber Security and VOIP Solutions, HTS provides the I.T. Solutions that growing businesses and healthcare organizations need.

702-553-3200 healthytechsolutions.com

HoduSoft Booth 7062 HoduSoft is the Unified Communications leader reshaping business with connected solutions for a better future. Our comprehensive product suite helps every business meet its needs, big or small. We see a world of possibilities where passion meets innovation to bring intelligent, seamless, and secure, unified communication products closer to everyone. +1 415 936 0872 hodusoft.com

I

IDT Corporation Booth 3034 IDT Corporation from the past 31years been a global provider of communications and payment services. IDT Global is a leading worldwide provider of Voice and SMS traffic, empowering international communication by carrying over 24 billion international minutes and 400 million SMS a year.

9734384274 www.byoc.io

J

Jabra GN Booth 2013 Jabra is a global brand with a passion for quality sound and outstanding video.

Our expertise in consumer, professional and medical-grade technologies make us a global leader in collaboration tools.

We help companies and employees work wherever and however they want to with clear and concise audio and advanced videoconferencing.

1-800-327-2230 www.jabra.com

JILL CHRISTENSEN INTERNATIONAL Booth 6050 Global firm specializing in proven strategies to re-engage on-site and remote employees, resulting in increased employee retention and productivity, customer satisfaction, and profitable revenue growth.

Priceless. Products and Services include: best-selling books, keynote speeches, and consulting.

3039999224 jillchristensenintl.com

Joy Systems, Inc. Booth 3051 Buying the hardware you need shouldn’t break the bank or feel like a scam.

That’s why we bring affordability, quality, and transparency to your entire purchasing experience.

(732) 907-1590 joysystems.com

K

KMS Lighthouse Booth 4013 KMS Lighthouse is a leading global provider of a cutting-edge SaaS knowledge management technology.

Lighthouse enhances every business engagement by empowering customers, employees and agents with real-time access to accurate and consistent knowledge to improve customer and employee experience alike (470) 848-4940 www.kmslh.com

L

Laivly Booth 5001 Meet Laivly, an attended AI platform designed specifically for contact centers. We equip friendly humans with intelligent automations to create the best customer experiences on the planet.

Evolve your agents with technology to make them faster, happier, smarter, and more accurate – oh, and cooler.

1-800-589-5494 laivly.com

Lemon Learning Booth 7037 Lemon Learning accelerates software adoption thanks to interactive walkthroughs. Like GPS navigation for digital tools, Lemon Learning is integrated directly into your SaaS applications to simplify software training and support.

201 648 5361 www.lemonlearning.com

Level AI Booth 5053 Level AI is the customer service intelligence platform for modern contact centers. Our semantic engine focuses on intent in conversations and drives automated quality assurance, advanced analytics, and real-time agent assistance for omnichannel contact centers. www.thelevel.ai

Lola Soap Booth 4027

M

Master of Code Global Booth 5039 AI-Powered Conversational Solutions We partner with the world’s leading companies to design and develop conversational experiences. Let us help you connect your brand with customers where they communicate today. Chat or voice.

204-898-0528 masterofcode.com

Matrix Communications Booth 8034 858.391.2828 matrixcommunications.biz

Mid Kingz Solutions Booth 5049 MID Kingz Solutions specializes in serving both high and low risk business types. We understand the serious demand for customers needing a merchant account. In the past year, we have worked with companies in the high and low risk industry to help them with the payment processing solutions that work for both them and their customers.

We are diverse in technology-enabled credit card processing services, with expertise and experience in meeting the unique needs of all types of businesses. (+1) 844-643-5464 www.midkingz.com

MindPoint Group, LLC Booth 3059 MindPoint Group is a leading cybersecurity services and solutions firm with a successful track record of helping customers understand and improve their cybersecurity posture. Our cybersecurity solutions reduce your risk and improve your cybersecurity capabilities.

703.636.2033 www.mindpointgroup.com

Moss Adams Booth 3047 Moss Adams is a fully integrated professional services firm. We offer a full range of services that span accounting, consulting, and wealth management to suit your specific needs. Our proven methodologies empower you to make decisions to help keep your IT networks and systems safe and operational.

801.349.1360 www.mossadams.com

N

O

Neustar’s authoritative consumer identity intelligence enables [brands] to mitigate fraud and compliance risk, boost contact center efficiency, improve the consumer experience, and increase revenue across the enterprise.

8558980036 www.home.neustar

Observe.AI is an Intelligent Workforce Platform that transforms contact centers by embedding AI into 100% of customer conversations, optimizing agent performance and automating repeatable workflows that drive revenue and retention.

628 238 5683 www.observe.ai

NexGen Technologies LLC Booth 5058

OfficePartners360 (OP360) Booth 5043

Neustar Inc., a TransUnion company Booth 7035

Observe.AI Booth 5021

We are an all-inclusive Support Provider that assists companies with creating greater efficiency in their support and sales efforts at a reduced cost. Under the NexGen Technologies LLC’s umbrella, we have two companies: NexGen Contact Solutions and NexGen Virtual Office.

9549071902 www.nexgentechnologies.net

OfficePartners360 was founded in 2006 by experienced entrepreneurs who have operated on both sides of the BPO fence. We have a unique perspective, helping clients focus on what matters ultimately increasing shareholder value by reducing costs, improving SLAs, and growing top-line performance.

(844) 466-7360 www.op360.com

NexInteractive Booth 4039

OmniLegion Technologies Booth 7067

iNexus: The #1 Dialer software for outbound predictive & voice broadcasting.

1-213-268 2557 nexinteractive.com

NobelBiz Inc. Booth 4003 With 20+ years of experience, NobelBiz delivers complete software and telecom solutions for contact centers around the globe. We offer the most advanced Voice Carrier Network on the market and a cloud omnichannel solution, NobelBiz OMNI+, with an insane number of integrations and productivity tools.

800.975.2844 (toll free) 760.405.0105 nobelbiz.com

NovelVox Booth 7045 NovelVox, a disruptor in unified communications (UC) and contact center (CC) since 2008, offers fully customizable and integrated solutions to modernize customer service operations for top brands globally.

The company provides custom-made solutions to complement leading CC technologies including Genesys, Cisco, Avaya, Amazon Connect, etc. www.novelvox.com

OmniLegion is your trusted contact center advisor. We simplify choices standing between your CX technology and growth by listening, evaluating, and deploying the right solutions. We leverage our decades of experience to optimize your CX platform. We do the hard work, so you dont have to!

678-542-4391 www.omnilegion.com

Openstream.ai Booth 6046 Openstream.ai® is a pioneer in Conversational AI technology. Its advanced multimodal virtual assistant platform Eva™ helps enterprises across industries realize the efficiencies of AI-enabled-automation in their digital transformation, offering their users an unparalleled self-service experience.

7325077030 www.openstream.ai

Outsource Consultants Booth 5052 Outsource Consultants is a call center outsourcing advisory firm that helps companies find the perfect fit BPOs. Our experts simplify your search by matching you with call centers that meet your exact requirements. We save time, reduce costs, and find you the right partner, at no cost to you!

888-766-4482 www.outsource-consultants.com

Ozonetel Communications Inc. Booth 2025 Ozonetel was founded in 2007 by an experienced team of technologists and entrepreneurs. With 2500 customers and counting,our cloud call center solution enables 100K agents across the globe to handle 2 billion calls every year. Our enterprise-grade cloud contact center offers best-in class-features and highly competitive pricing and unmatched flexibility. +1-559-888-7084 ozonetel.com

P

PCIPal Booth 4001 PCI Pal provides organizations globally with secure cloud payment and data protection solutions for any business communications environment including voice, chat, social, email, and contact center. +1 866 645 2903 www.pcipal.com

PerfectGift.com Booth 4004 PerfectGift.com provides incentive, and gift/reward cards. We provide cards overnight, and digital cards to make for a smooth and seamless ordering process. We offer Visa, Mastercard, and over 300 other cards, from Walmart to Amazon to Grocery, and more.

(800) 543-7927 www.perfectgift.com

Phonexia Booth 7018 Phonexia Voice Verify is a highly accurate voice verification solution for contact centers and conversational AI. Powered by cutting-edge artificial intelligence, it can verify clients based on their voice after only 3 seconds of speech. +420 511 205 265 www.phonexia.com

Pindrop Booth 7054 Pindrop® solutions establish the standard for identity, security, and intelligence for voice interactions.

Pindrop solutions help protect some of the biggest banks, insurers, and retailers in the world using patented technology that extracts intelligence from the calls and voices encountered.

512-789-1496 www.pindrop.com

Playvox Booth 6038

Replicant Booth 9035

Playvox’s powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee.

(415) 854-3801 www.playvox.com

Replicant is like having an infinite supply of your best call center agents.

Now you can provide customer support 24/7 over the phone, chat and SMS with best-in-class conversational AI that is natural-sounding and will actually resolve, not deflect, customer issues faster than live agents.

1-866-990-0429 www.replicant.ai

PolyAI Booth 5047 PolyAI builds enterprise voice assistants that carry on natural conversations with customers to solve their problems.

Our voice assistants understand customers, regardless of what they say or how they say it. Our customers include leading names in banking, hospitality, insurance, and retail.

9149964092 www.poly.ai

Polyglotte Booth 7068 What if you could launch a survey with a single keystroke? Reduce average handling time by minutes without the stress? When you equip your agents with smart keyboards, they will perform more efficiently, and ultimately improve customer success. 250+ Symbols at your fingertips See how @Booth 7068 +1 (650) 488-7265 www.polyglotte.io

Primo Dialler Booth 3005 A hosted dialer to grow your call center. Increase sales, productivity and conversions, the no-commitment predictive dialler. At Primo Dialler we don’t believe in ordinary. We like to go that little bit extra and design our hosted dialer solutions to be the best. +1 347 695 2823 primodialler.com

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Reliant Teleservices Booth 3049 Customer Service Outsourcing for your Business Growth! Affordable solutions for phone, email, live chat, SMS text, and/or social media. 100% U.S.-based agents. Committed to your success!

800-957-1544 reliantteleservices.com

Revation Systems Booth 6040 We believe in the power of human relationships and that innovation in communication will connect people to help live healthier lives and achieve financial security.

1-952-392-1834 revation.com

RingCentral Booth 5007 RingCentral is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™(MVP™) platform. RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect on any mode, any device, from anywhere.

6507816089 www.ringcentral.com

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Schellman & Company, LLC Booth 4056 Schellman is a leading cybersecurity and privacy assessment firm. Serving more than 800 clients, we are a top 100 CPA firm for SOC examinations, globally licensed PCI QSA firm, the #2 provider of FedRAMP assessments, a HITRUST assessor and an ISO 27001, 27701, 9001, & 22301 certification body. +1.866.254.0000 www.schellman.com

Semafone Booth 8032 Semafone provides a frictionless and PCI DSS compliant payment experience, by creating a system where customer card data never enters a company’s environment. Semafone’s secure payment links can be integrated across all CX touchpoints, enabling customers to engage at their convenience.

1 888-736-2366 semafone.com

Sharpen Technologies Inc. Booth 8026 We Are Sharpen Improving the world’s experience with customer service, using software 855.249.3357 sharpencx.com

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SingleComm Booth 5025

SOCAP International Booth 4037

Capture the magic for your customers with SingleComm’s cloud-native WebRTC, omnichannel ACD, dynamic workflows, pre-built integrations and robust analytics. Optimize interactions and your bottom line with seamless routing, workforce management tools, drag-and-drop workflow builder, comprehensive rep (800) 960-7153 singlecomm.com

SOCAP is dedicated to developing exemplary customer care and engagement professionals through education and networking, setting the standard for service excellence, and elevating the value of the profession.

703-519-3700 www.socap.org

SKIT.AI Booth 4020 We are an AI-first SaaS business, our Skit Augmented Voice Intelligence Platform is built to have humanlike conversations for a superior customer experience. We have automated contact center operations for over 30+ enterprise customers globally across sectors.

2014014758 skit.ai

SmartAction Booth 7050 We are SmartAction®, the undisputed leader in AI-powered virtual agents for contact centers. At SmartAction, we combine best-in-class AI technologies and expert services to deliver frictionless conversational AI experiences over voice, chat, and text.

817-203-1545 www.smartaction.ai

Smartz Solutions Booth 7074 Smartz Solutions is a dynamic CCaas software development company. We specialize in managing customer and employee experiences. Smartz believes in cost-effective solutions that empower you to provide exceptional service to your clients as well as your contact center employees.

443-540-8702 www.smartz-solutions.com

Smith.ai Booth 6021 Smith.ai is a superior 24/7 virtual receptionist and intake service specializing in capturing, screening, and scheduling leads. Our North America-based receptionists answer calls, chats, SMS, and Facebook messages as well as offer outreach campaigns to leads and clients.

650-727-6484 smith.ai

Snowfly Performance Booth 8028 Employee Recognition, Incentives & Conversational Analytics Snowfly is a pioneer in digital gamification.

Our system has a proven longterm ROI w/ customers improving culture, tenure, employee/customer satisfaction - any metric you can track; including conversational analytics!

877-766-9359 snowfly.com

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TCN Booth 4002 TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs), and collection agencies.

Founded in 1999, TCN supports billions of interactions every year between call center agents and customers.

866-745-1900 www.tcn.com

Textel Booth 7033 Connect with customers in a channel they already know, via text. Add Textel to your contact center and let agents interact one-on-one with as many customers as they can responsibly handle at once, solving more of your customers’ issues, faster. Or, send out a one-way text blast for updates & promos.

844-483-9835 textel.net

Thrio, Inc Booth 5038 Thrio’s groundbreaking CCaaS platform features robotic process automation, inbound and outbound voice engines, a complete suite of digital channels (email, chat, SMS, social), and a range of built-in AI tools.

Thrio offers an API-first architecture and an array of security certifications.

(858) 299-7191 www.thrio.com

TouchTone Communications Booth 6001 TouchTone’s Cloud Call Center goes beyond just voice - it delivers premium call center features to help customers fill in the gap when it comes to their call center needs. With no software, hardware or phones to install, setup is easy and allows for seamless integration into existing environments.

800.900.5474 www.touchtone.net

Trustegic Business Consultancy Serv Booth 7029 Our company aims to assist businesses through our Contact Centre, with a comprehensive structure; enhancing effortless Customer interaction and engagement, enabling better experience through Omni-Channel Customer Support. +1 (868) 496-8227 www.trustegicconsultancy.com

TW Culture Booth 2503 - 3052 Teeth Whitening Culture provides teeth whitening services. The procedure takes 15-20 minutes.

We use safe and effective Carbamide Peroxide whitening gel.

702-630-3203 www.teethculture.com

TypingDNA Booth 5026 TypingDNA prevents device sharing, ensuring each person in front of the computer is always the true authorized user. Our continuous authentication solution is built on proprietary typing biometrics technology aimed at the BPO industry. Come and try our live demo.

6467830471 typingdna.com

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Umojo, Inc Booth 4011 Umojo is a provider or Microsoft technology and we have taken the Teams platform to create a fully omnichannel call center solution powered

by CC4All. Our experts can quickly convert your companys phone system, enhancing your resolution rate, and saving you thousands of dollars a month!

312-257-2500 www.umojo.com

USU Booth 7065 USU is one of the leading international providers of IT and customer service solutions. As experts in customerfirst software, we support service organizations with intelligent chatbots, knowledge management, customer care and self-service solutions. www.usu.com/en-us +1 617 307-7733

Utz Accent Booth 4025 Utz is a program that uses disruptive, advanced technology for accent modification. This app will improve sales and customer service for companies marketing to the U.S. and Canada. By improving employees’ accents, call centers will be able to increase profits and provide better customer service.

877-710-6031 utzaccent.com

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Vocodia is looking to disrupt the contact center industry with DISA, the next generation of conversational AI software sales agents. DISA’s versatility and ease-of-use gives contact center operators an outstanding toolbox to eliminate pain points and manage the often seismic shifts of scale.

15614845234 www.vocodia.com

We exist to elevate the businessto-consumer interactions of every enterprise across the world, and make them intuitive, personal, and real-time. yellow.ai contact@yellow.ai

Vocodia Holdings Corp Booth 4026

VOISO Booth 6048 Advanced hosted call center solution.

Voiso is dedicated to make your call and contact center the best it can be. Agents enjoy intuitive dashboards. Supervisors enjoy performance insight through 50+ metrics. It takes only 2 minutes to deploy. Keep your phone numbers.

888 565 8889 voiso.com

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Webex by Cisco Booth 4021 Cisco helps seize the opportunities of tomorrow by proving that amazing things can happen when you connect the unconnected. An integral part of our DNA is creating long-lasting customer partnerships, working together to identify our customers’ needs and provide solutions that fuel their success.

(408) 526-4000 www.cisco.com/c/en/us/about.html

Work Entropy Booth 7027 Businesses pay exorbitant costs to acquire and train their workforce.

Work Entropy has reduced the pain in every step of the process. By effectively automating the experience for candidates, (WE) provide access to high quality candidates that are ready to start training in as little as 24 hours. +1 844 650 1118 www.workentropy.com

World Connection Booth 3055 World Connection is a progressive, bi-lingual contact center and BPO with centers in Boise, Idaho and Guatemala City. With World Connection, you will find a true, collaborative partner with a vested interest in your success.

(855) 721-2236 worldconnection.com

Yellow.ai Booth 5048

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Zenarate Booth 6051 Zenarate’s AI Coach helps leading brands develop top performing customer facing teams through AI conversation simulation.

720.984.6316 www.zenarate.com

ZIZO Technologies Booth 4024 ZIZO is a revolutionary employee gamification platform that uses game mechanics for employee engagement and management at the workplace.

This unique platform integrates the game elements to enhance the performance of your employees and provides you with real-time insights.

833.984.2123 www.playzizo.com

Zoom Booth 6011 Zoom is for you. Zoom is a space where you can connect to others, share ideas, make plans, and build toward a future limited only by your imagination. Our frictionless communications platform is the only one that started with video as its foundation, and we have set the standard for innovation ever since. That is why we are an intuitive, scalable, and secure choice for large enterprises, small businesses, and individuals alike. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California.

Visit zoom.com and follow @zoom.

1-888-799-9666 zoom.us

SHOW SPONSORS:

FLOO 2001

LAS VEGAS 16 & 17 CONVENTION MARCH 2022 CENTER

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Zoom Contact Center Zoom Contact Center is a video-optimized, omnichannelcapable contact center that enables organizations of all types to communicate with their customers. Zoom Contact Center has the same simplicity, security, and reliability as Zoom.

Intuitive, scalable, flexible & innovative.

Visit Zoom Booth: 6011

Learn more at zoom.com

“Y” CallShaper?

Because CallShaper is the BEST cloud-based platform for your call center! www.callshaper.com

FLEXIBILIT”Y”

SIMPLICIT”Y”

ACCOUNTABILIT”Y”

Coffee shop, home or office, you can work from anywhere with an internet connection!

No IT professionals necessary!

CallShaper’s platform is accessible for every technical skill level!

Hold your team accountable with call recordings and scorecards!

Inbound? Outbound?

CallShaper specializes in both!

Dynamic scripting makes it easy for agents to stay on track and make more sales!

Manage unlimited campaigns simply and efficiently!

Send customers to the right person with built-in, easy-to-use IVR!

Multiple dialer options to meet the needs of any campaign!

Need to connect to a CRM or other platform? CallShaper’s integration options help automate more of your operations!

Powerful real-time reporting to get answers FAST! Compliance a concern?

CallShaper has you covered with built-in compliance rules!

Need to track your media/advertising spend? CallShaper’s lead management system allows you to quickly know where you are getting the best return!

DataBank Builds Opportunity Local Service, Boundless Reach

LEARN WHY CUSTOMERS TRUST US TO BUILD OPPORTUNITY. Scale, protect, and control your IT infrastructure with DataBank. www.databank.com

800.840.7533

LOSING CUSTOMERS

TO HOLD TIME? Your call is important to us...

Smooth out volume spikes

Reduce abandon rates

Lower cost per call

Improve the experience

Quick deployment

SaaS platform

Technology agnostic

Cloud-based or on-premise

Visit fonolo.com to learn more.

WATCH A D E M O 2021 Vegas Ad - v3 [bleeds].pdf

1

5/17/21

4:10 PM

MOS SADAMS.COM

TWO GREAT FIRMS. ONE BOLD DIRECTION. Moss Adams and The Cadence Group combined to form one of the nation’s premier risk and IT compliance practices.

Innovative solutions. Active collaboration. Forward-looking perspectives. It’s how Moss Adams brings West to business to help companies protect their valuable assets and data. Explore how our Cybersecurity, PCI DSS Audits, FedRAMP Compliance, and other services can help your business plan for what’s next.

Assurance, tax, and consulting offered through Moss Adams LLP. ISO/IEC 27001 services offered through Cadence Assurance LLC, a Moss Adams company. Investment advisory offered through Moss Adams Wealth Advisors LLC. ©2021 Moss Adams LLP.

Are you looking for an outsource contact center?

The contact center advisors at Outsource Consultants will match you with a top-performing BPO that meets your exact requirements - at NO COST to you!

Save up to 70% on outsourcing costs!

150+

Combined years of BPO industry experience

1,000+

Heavily vetted call center locations

1,000+

Vendor searches since inception

50+

Searchable data points

>> Come see us at Booth 5052 or request your free call center cost proposal! www.outsource-consultants.com info@outsource-consultants.com 888-766-4482

EXPO Come Meet Our Team at Booth #4001 to Chat Compliance SESSION Achieving Sustainable PCI Compliance While Enhancing CX

SAFEGUARDING REPUTATIONS AND TRUST We provide organizations globally with secure cloud payment and data protection solutions for any business communications environment including voice, chat, email, social, and contact center.

AGENT ASSIST

DIGITAL

Agents use Agent Assist on live calls to capture card information securely, maintaining conversation with the customer at all times.

Digital provides an omnichannel secure payment solution enabling your organization to take payments across digital engagement channels.

www.pcipal.com

IVR IVR Payments enable your customers to securely make payments 24/7 without the need for an agent. Fully integratable with your existing IVR solution.

Every day deserves exceptional experiences.

Every. Single. One.

Playvox customers deliver exceptional experiences daily.

Introducing the world's first Workforce Engagement Management for the way we work now.

Staffing handled. Customers delighted. Employees elevated. Operations mastered.

Let’s do it again tomorrow. .

www.playvox.com

®

Special character typing made easy Programmable Macros 25+ Languages 250+ Symbols

Find out how @ bit.ly/polyglotte-expo OR meet us @ booth 7068.

How can I help you today?

We specialize in solving security, risk and compliance concerns related to call centers and telephony, including: • MOTO processes • Physical security • Outsourced compliance services/products Assurance/Audit Services • SOC R ep o rt ing (1/ 2/ 3) • PCI • FedR AMP • H IT R UST / H IPA A • ISO 27001

Advisory Services • Penet rat io n T es t ing • Virt u al C I SO • C yb er R isk Manag ement • I nfrast ru ct u re Secu rit y • SOX (Sarb anes Oxl ey) • I nt ernal A u dit • F inancial / T echnical A cco u nt ing • D at a A nal yt ic s • B u s ines s C o nt inu it y P l anning

We’re one of the few licensed firms with the expertise to perform this full suite of services. We perform our services using an integrated approach to maximize economic and process efficiencies.