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THE SUPPLIER DIRECTORYSOLUTION PROVIDERPAGECalabrioCallMinerContact Center PipelineCustomer Care InstituteEckohEnghouse veOpsNICE SystemsPlantronicsUptivity by inContactVirtual Hold TechnologyVoltDeltaZOOM XX

CallMiner helps businesses and organizationsimprove contact center performance andgather key business intelligence by automatingtheir ability to listen to every customerinteraction. CallMiner’s market leading cloudbased voice of the customer analytics solutionautomatically analyzes contacts across allcommunication channels: calls, chat, email, andsocial.Calabrio ONE – Calabrio ONE redefinesworkforce optimization (WFO), allowingcontact centers to personalize and optimize thetoolset for each user - agents, supervisors,managers, knowledge workers and executives.Calabrio ONE is the first contact centersoftware suite of its kind built in an innovativeWeb 2.0 framework. The suite can leveragecommon underlying data, minimize crossapplication administration, and beimplemented, used and managed easily.CallMiner offers both real-time monitoring andpost-call analytics, delivering actionableinsights to contact center staff, businessanalysts, and executives. The results includeimproved agent performance, sales,operational efficiency, customer experience,and regulatory compliance.Workspace views are personalized byemployee role, providing the ability to matchthe work style of different users. Agents,supervisors and evaluators can log into theircustomized workspace to access the tools theyneed to provide excellent customer service,manage effectively and keep the contact centerin line with business goals.With over 13 years of industry leadership andover 2 billion hours of conversations analyzed,CallMiner serves some of the world’s largestcall centers, delivering highly effective, usable,and scalable speech analytics solutions.Contact:a: Calabrio, Inc., 400 1st Avenue North Suite300, Minneapolis, MN 55401Contact:t: 1.855.784.2807Andrew Buckley, Director of Sales Operationsf: 1.763.592.4605t: (781) 547-5666e: info@calabrio.come: andrew.buckley@callminer.comw: www.callminer.comw: www.calabrio.comTwitter / Facebook / LinkedInII

Contact Center Pipeline is a monthlyinstructional journal focused on drivingbusiness success through effective contactcenter direction and decisions. Our goal is toprovide contact center professionals withvaluable content, insights, research and advicefrom trusted and respected industry expertsand practitioners.The Customer Care Institute (CCI) is an internationalresource organization that assists Customer CareProfessionals with improving the delivery of CustomerCare.The Institute's programs and services include: Customer Care certification coursesFront-line and management skills trainingCustomer satisfaction measurement programsCustomer Care service center assessmentsOther programs designed to increase customersatisfaction and build customer loyaltyEach issue contains informative articles, casestudies, best practices, research and coverageof trends, technology and people issues thatimpact the customer experience. Our writersand contributors have a unique understandingof how to optimize resources and maximize thevalue the organization provides to itscustomers.CCI conducts and monitors research on Customer Careissues, identifies emerging trends, organizes Forumsand workshops and publishes the Customer CareUpdate newsletter.Draw upon CCP’s incisive analysis to help youmake better decisions about your career andyour center.Over 13,000 Customer Care professionals are membersof the Institute. CCI has assisted companies from a widerange of industries with enhancing their Customer Careprograms.Contact:Contact:e: Dore Brooks at info@customercare.comLinda Harden, Publishera: Customer Care Institute, 17 Dean Overlook,NW Atlanta, GA 30318, USAe: linda@contactcenterpipeline.comt: 1 404-352-9291 ext. 221t: 443-909-6951w: www.customercare.comw: www.contactcenterpipeline.comIII

Eckoh is a global provider of secure paymentproducts and customer service solutions,working with organizations in over 10 countriesaround the world.Enghouse Interactive is a global leader inproviding solutions that deliver differentiatedcustomer experience and maximize the valueof every customer interaction.Our range of secure payment productsremoves customer card data from contactcenters and IT environments. They aredesigned to help merchants reduce fraud riskand become compliant with the Payment CardIndustry Data Security Standards (PCI DSS).Eckoh’s CallGuard product can be deployed onthe customer’s site or hosted. It allows contactcenters to take card payments from customerswithout their agents seeing, hearing oraccessing card data in any way. We have beena PCI DSS Level One accredited Service Providersince 2010 and currently process over 1 billionin card payments annually.Enghouse Interactive’s comprehensiveportfolio of interaction management solutionsspan omni-channel contact centers, ComputerTelephony Integration (CTI), self-serviceInteractive Voice Response (IVR), knowledgemanagement, operator consoles, call recordingand quality monitoring, media voice services,and outbound dialers.These solutions support any telephonyenvironment and flexible deployment options,on premise or in the cloud. With EnghouseInteractive solutions, your customers can reachyou anytime, anywhere, and anyhow.Contact:Contact:e: info.ei@enghouse.comw: www.eckoh.usa: Enghouse Interactive North AmericaHeadquarters, 2095 W. Pinnacle Peak Rd.,Phoenix, Arizona 85027 USAe: tellmemore@eckoh.comt: 866-258-9297t: 1 602-789-2800w: www.enghouseinteractive.comIV

HireIQ revolutionizes talent acquisition for frontline customer service positions such as those incontact centers, retail stores, branch banking, andhospitality by automating the early-stage screeningprocess, automatically assessing for criticalcommunication skills, and using outcomes-baseddata to facilitate continuous employeeperformance validation.Genesys is the global omnichannel customerexperience and contact center solution leader. Ourcustomer experience platform and solutions helpcompanies engage effortlessly with theircustomers, across all touchpoints, channels andinteractions to deliver differentiated customerjourneys, while maximizing revenue and loyalty.Over 4,500 successful customers tell the storybest. Here are a few.HireIQ’s solutions enable companies to improvetheir hiring decisions, shorten time-to-fill, reducerecruiting costs, and increase talent performanceand retention through its on-line virtualinterviewing software and innovative predictiveanalytics solutions.Organizations looking to modernize and expand thecapabilities of their contact centers have threemajor architectural options to consider: pure cloud,on-premises, or a hybrid deployment. Genesyscloud offerings provide scalability, agility andsecurity. Genesys contact center solutionscan improve your customer's journey by increasingpersonalization and by delivering consistent,connected customer experiences acrosstouchpoints.For further information, please visitwww.hireiqinc.com. Follow HireIQ on Twitter atwww.twitter.com/hireiqinc.Contact:Powered by the Genesys Customer ExperiencePlatform, our solutions enable businesses tointelligently manage interactions and improvecustomer satisfaction. That makes it easier thanever to align customer experiences with theperceived value they deliver greater loyalty to thebrand and higher revenue to the business.a: HireIQ Solutions, Inc., 1101 Cambridge Square,Suite C, Alpharetta, GA 30009Contact:For more information visit us at www.Genesys.comor call 1-888-Genesys.Twitter: @hireiqinct: 1-678-279-2830e: info@hireiqinc.comw: www.hireiqinc.comV

Intradiem is the only complete IntradayAutomation solution provider for frontlineworkforces including Contact Center, Back Office,Retail and Mobile.inContact (NASDAQ: SAAS) is the leader incloud contact center software, helpingorganizations around the globe createcustomer and contact center employeeexperiences that are more personalized,more empowering and more engaging today,tomorrow and in the future.Intradiem’s SaaS-based solution automatesintraday management and real-time processesand turns frontline workforces into real-timeworkforces that can adapt and respond tochanging conditions and events throughout theday. The result is a more agile frontlineworkforce that can adjust in real-time to deliver adramatically better and more consistentcustomer experience at reduced cost.inContact focuses on continuous innovationand is the only provider to offer core contactcenter infrastructure, workforce optimizationplus an enterprise-class telecommunicationsnetwork for the most complete customerjourney management.Over 250,000 frontline workers use Intradiem'ssolution every day. Innovative companies such asSprint, Harte Hanks and The General leverageIntraday Automation to engage their workforceand deliver extraordinary customer service whilereduce operational costs.To learn more, visit www.incontact.com.Contact:t: 866.965.7227 (866.965.SaaS)e: info@incontact.comContact:a: 7730 South Union Park Avenue, Suite 500,Salt Lake City, UT 84047Debbie Dockeryw: www.incontact.comt: 888-566-9457Twitter / Facebook / LinkedIne: ddockery@intradiem.comw: www.intradiem.comVI

The LiveOps Cloud Contact Center supportsinteractions via telephone (inbound, outbound orblended), email, chat, SMS, Twitter andFacebook. Agents can engage with a customervia any channel and pivot to another channel tobetter handle the enquiry as required. They havea single view of all interaction history.Jacada enables organizations to delivereffortless customer self service and agentassisted interactions by implementing cutting‐edge mobile, smart device, and web basedvisual IVR solutions, as well as optimized agentdesktops, and business process optimizationtools. Customers can benefit from an improvedcustomer experience at every touch point withthe organization, whether at the contactcenter, on the mobile, the website, or at theretail store. Most Jacada deployments providecomplete return on investment within the firstthree to seven months after deployment.LiveOps can also enable CRMs, such asSalesforce.com, Zendesk and MicrosoftDynamics, to become the chosen multichannelinteraction application for Customer Service andSales teams.LiveOps provides a data-rich environment withdeep and highly usable MI available. Real timecontextual insight of customer journeys can beused to anticipate the next best action.Founded in 1990, Jacada operates globally withoffices in Atlanta, USA; London, England;Munich, Germany; and Herzliya, Israel.a: 5901 Peachtree Dunwoody Rd #550, Atlanta,GA 30328Deploying agents anywhere is easy: LiveOps isaccessed via a web browser, with no software todownload or plug-ins to manage. We can useyour existing telephones, or remove hardwareentirely using WebRTC to bring calls straight tothe agent’s browser. Scaling up and down tocater for seasonal fluctuations and a pay-per-usemodel extend flexibility further.e: sherlocher@jacada.comContact:t: 1 770 776 2244e: info@liveops.comw: www.jacada.comw: www.liveops.comTwitter / Facebook / Linkedint: (800) 908-4502Contact:Steve Herlocher, Chief Marketing Officer,JacadaVII