Our Sponsors

NWCCP and HDNW meeting sponsorship provides opportunities for our community to learn more about the vendors in our space and to share in their wealth of expertise.  Our sponsors provide refreshments at our meetings, making a much appreciated contribution to our experience together. 

All Sponsors understand that they are in a no-sell zone and sponsorship does not afford them the right to sell.  They all respect this requirement fully.  They are waiting for you to call on them so they don't break this trust. 

Please take the time to thank our sponsors for their efforts, meet them, and familiarize yourself with their offerings.

Aspect - January 2008 Sponsor (top)

Aspect Software, Inc. founded the contact center industry and is now the world's largest company solely focused on Internet Protocol (IP) and traditional voice-based products and services for customer service, collections, and sales and telemarketing business processes. Each day, Aspect Software powers more than 125 million customer-company interactions at thousands of in-house and outsourced contact centers around the globe.

Its pioneering Unified IP Contact Center product line reduces complexity by uniting automated call distribution (ACD), predictive dialing, voice portal, email management, web chat and collaboration, and recording and quality management to provide consolidated administration, routing, reporting and workflow.

PerformanceEdge, the industry's first fully synchronized contact center optimization suite, combines workforce management, recording and quality management, performance management, campaign management, and coaching and eLearning applications. And, the company's trusted Signature product line delivers reliable best of breed ACD, predictive dialing, CTI and Voice Portal capabilities. Headquartered in Chelmsford, Mass., Aspect Software has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com.

Business Telecom Products - December 2007 Sponsor (top)

Welcome to Business Telecom Products! With many thanks to our valued and loyal customers, this year we are proudly celebrating 16 years of excellence! As a distributor of professional quality telephone headsets and unique accessories, our continuing goal is to help companies increase efficiency, productivity and quality of life.

Since 1991, BTP has set the standard for excellence in customer service. Whether you are with a Fortune 500 company or a small organization, our goal is to be your most responsive supplier. When you call us, a friendly and knowledgeable person will help you quickly and professionally. No hassles of pressing prompts or waiting forever in queue or having to play phone tag. We pride ourselves on providing good old- fashioned service in a high-tech environment.

We invite you to browse our exciting new collection of wireless headsets! Please call us at 800-457-4287 or 425-649-9262! We look forward to helping you choose the best headsets for your application.

Genesys - October 2007 Sponsor (top)

Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, Web and in e-mail. The Genesys software suite dynamically connects customers with the right resources - self-service or assisted-service - to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. Local customers include Microsoft, Costco and BECU. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency and accelerate business innovation.

August 30, 2007 - market research firm Gartner, Inc. placed Genesys in the leaders quadrant of its report, "Magic Quadrant for Contact Center Infrastructure, 2007" published August 16, 2007, and authored by Drew Kraus and Bern Elliot.

For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com

Local contact:
Kelly Zunker
303-805-7923
kzunker@genesyslab.com

CA - September 2007 Sponsor (top)

Computer Associates International, Inc. (NYSE: CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. Indeed, our solutions touch many areas of everyday life, from ATM transactions to airport security to online sales, customer service and medical information.

We pursue, develop and deliver the kind of leading-edge technologies that can truly transform a business. This includes our highly evolved-and highly effective-management software to run day-to-day tasks as well as manage on-demand computing, wireless, Linux and Web services initiatives. Our integrated solutions help manage the infrastructures of more than 95 percent of the Fortune 500(r) companies and more than 80 percent of the Global 1000, as well as government organizations and hundreds of other companies in diverse industries worldwide.

TEKSystems - July 2007 Sponsor (top)

TEKsystems provides technology execution services, helping businesses deploy high-caliber IT and communications expertise under various delivery options including Staffing, Team, Workforce Management and Component Services (Asset Inventory, Deployment, Asset Retirement) and Technical Training. Ranked by IT Services Business Report as the nation's top IT staffing firm for the last 7 years, we blend superior client service with an unrivaled ability to source and manage IT and communications needs. This includes technology deployment, enterprise software support, and asset management services. Our commitment to customer service led to the development of market specializations as a further way to put our expertise to work efficiently and creatively.

SUPPORT SPECIALIZATION SERVICES: Consolidated Services Desk (CSD) & Desk Side Support (DSS)

Keeping your employees current on new hardware and software upgrades, updates, and products arriving daily is a constant challenge. We respond to support requests and add value to your business. Our Consolidated Services Desk (CSD) and Desk Side Support (DSS) services provide cost-effective, proactive support to maintain high levels of availability and reliability on which your business depends. Our custom outsourcing services provide in-depth technical expertise and world-class management services for peace-of-mind and effortless service continuity.

For more information contact:

Matt Johnson 425.372.4203

Toll 877.287.9526

matjohns@teksystems.com

www.teksystems.com

Interactive Intelligence - April 2007 Sponsor (top)

Interactive Intelligence understands that call centers have evolved into very sophisticated business units with multiple, complex applications to effectively manage the center, customers, agents and multiple interactions of phone, email, chat, fax and etc. Effective management often requires tools from the ACD, recorder/quality monitoring, IVR, CTI, Dialer, Workforce Management, PBX, Remote Agent, Fax Server, Email Auto Responder, Chat Management server and CRM. Too often the investment in all these applications have resulted in very high cost of ownership, complex and expensive integration services, time consuming administration, multiple reports and challenges in business process integration. Interactive Intelligence simplifies all these contact center applications, while also assuring you the best of breed solutions to improve efficiencies, reduce attrition and cost, plus improving customer satisfaction. With our unique open-standards, software approach, all applications are modular; simply add the applications and number of users as needed. Leverage your existing PBX if needed, or when end of life, leverage the PBX already included in the Interactive Intelligence platform. VoIP now and migration from TDM also available.

Interactive Intelligence is over a decade old company with contact center solutions that are proven and highly scalable. Public company that is financially strong and profitable. For more information about Interactive Intelligence Contact Center and Self Service applications: www.ININ.com. Or contact Karen Nutt, 800-267-1364, ext. 8356. Karen.Nutt@inin.com

Fuze Digital Systems - March 2007 Sponsor (top)

•  Are you answering all questions correctly, consistently, and within service levels?

• Do your staff have one place to look for answers to questions?

• Do you need to maintain outstanding customer service while controlling your costs?

• Are you capturing and leveraging rich insights gained during the support process?

• Do you want a solution up and running quickly without needing to rely on IT resources?

Fuze answers your needs with our premier customer care solution, the Fuze Suite.  The Fuze Suite is a robust, modular, and easy-to-use web-based application that puts self-service and assisted-service options at your customers’ fingertips.  And it provides you with the tools needed to improve support, reduce costs, and increase sales. 

Fuze is a Seattle-based company with local, national, and international clients including:  AAA National + 10 AAA clubs, Careerbuilder.com, Calendars.com, Capcom, Midway, Turbine, Aventail, Sur la Table, Watermark Credit Union, Washington State Employees Credit Union, First Tech Credit Union and Seattle Metropolitan Credit Union.  Fuze is employee-owned, profitable, and a dedicated and flexible partner.

The Fuze Suite is an enterprise-grade software suite capable of supporting mission critical business functions at a significantly lower price than comparable offerings.  The Fuze Suite’s base modules include: a searchable knowledge base for both public and private information, email and contact management, feedback management, and online reporting.  Optional modules include two–way secure communications, Chat, e-alerts and usage analytics. 

For more information on how you can be reaping the value of the Fuze Suite by this time next month, click here or visit our web site at www.fuze.com.  Then give Jack Lane a call at 425- 747-0786.

UCN - December 2006 Sponsor (top)

UCN, Inc. is the provider of inContact; an all-in-one, off-premise IVR/ACD and self-service automation solutions uniquely designed to support the needs of a distributed workforce comprised of at-home workers and/or multi-office locations. inContact’s core feature set includes skills-based routing, self-service IVR, outbound features, inbound/outbound blending, real-time and historical reporting, and monitoring and recording tools.

Additional key features of inContact:

• CTI Integration: We offer a number of methods for exchanging data with existing ERPs, CRMs and databases. Whether your solution is homegrown, hosted, or on-premise, inContact will integrate seamlessly to provide a better customer experience.
• Benchmarking: The inContact Continuous Improvement Process (ICIP) incorporates such features as the ability to benchmark your operation’s performance against those of your industry peers; the ability to tag an inbound call and deliver an automated survey post-call and immediately deliver the results to both the agent that handled that call and the supervisor.
• Workforce Management (WFM): inContact offers a hosted workforce management tool for creating schedules, forecasting schedules and managing changes to schedules. These features enable an operation to automatically collect unbiased, actionable information on both agent and operation performance.
• As a hosted product, inContact™ from UCN supplements existing PBX and phone equipment with advanced contact handling features and functions, without impacting your existing infrastructure. No upfront capex is required. No additional software or hardware is needed.

inContact is the leading on-demand all-in-one solution. Since 1997, UCN has provided its customers with outstanding value and service. For more information, visit us at www.ucn.net or contact:

Val Walker
Senior Sales Consultant
888.345.7824
val.walker@ucn.net
www.ucn.net

Change for Good - October 2006 Sponsor (top)

Robert Half International - July 2006 Sponsor (top)

Robert Half Technology is a leading provider of skilled IT professionals on a project and full-time basis. Our combination of online candidate recruiting activities and personalized service backed by our extensive industry experience enables us to identify and provide the talent our clients' need – when they need it most.

Over the years, firms have relied on information technology (IT) to help reduce costs and improve productivity. As the economy begins to improve, companies are once again looking to technology – as well as the highly skilled professionals who develop, support and manage these systems – to boost their competitive edge. To accommodate variable workloads, many firms are utilizing a mix of full-time and project IT talent. This allows them the flexibility to access the specific skills required and, at the same time, protect the jobs of internal employees.

Companies depend on our highly skilled professionals to support or manage projects ranging from e- business initiatives and web development to network architecture and help desk support. Businesses utilize our consultants’ expertise -- at every level and in nearly every specialty -- to implement and maintain leading-edge technologies.

We are committed to providing our consultants with the resources to continually upgrade their skills on the latest technologies through our INFINITY Technical Training Program. This ensures we are able to place the most skilled professionals with our clients. The INFINITY program offers registered candidates 24-hour Web access to more than 2,000 interactive educational courses on technologies, including Java and .NET, as well as courseware leading to certifications such as Microsoft Certified Database Administrator (MCDBA), Cisco Certified Internetwork Expert (CCIE) and Oracle Certified Professional (OCP), among others. Online labs simulating real-world challenges and preparatory certification exams are also available to our consultants.

Robert Half Technology’s quality reputation and dedication to service excellence are evident in our commitment to providing the skilled talent our clients require to remain competitive in any economic environment.

For more information on Robert Half Technology, please visit our website at www.rht.com, or call 206- 749-9260 to speak with an account executive.

Industrial Battery - June 2006 Sponsor (top)

Industrial Battery Systems is the manufactures representative in Washington and Oregon for C&D Technologies, a leading manufacture of batteries and power systems that provide power to Telecommunication systems for 100 years. In the event of a power interruption C&D products will be there to provide the power needed to keep communication systems up and running.

Contact Jim Gray for more information.

HP - May 2006 Sponsor (top)

HP is a technology company that operates in more than 170 countries around the world. We explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work.

No other company offers as complete a technology product portfolio as HP. We provide infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations. We offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing. This comprehensive portfolio helps us match the right products, services and solutions to our customers' specific needs.

For more information visit www.hp.com

SafeHarbor - April 2006 Sponsor (top)

SafeHarbor provides successful customer interactions by integrating the customer support experience with business intelligence.

SafeHarbor Technology Corporation, founded and headquartered in Satsop, Washington, is a leading provider of customer interaction and business intelligence services that designs, builds, and improves customer support environments for mid- to large- sized enterprises. Since 1998, SafeHarbor has implemented more than 100 customer support solutions. These solutions deliver tangible results, including improved productivity, customer satisfaction and loyalty, and reduced support costs.

SafeHarbor creates solutions that apply behavioral analytics and customer satisfaction data across a strategic mix of support channels—Web sites, e-mail, chat, and phone—to best serve its clients' customers, whether they are consumers, agents, employees, or partners.

Some of SafeHarbor's customers include American Airlines, Cingular, IBM, Juniper Networks, Magnavox, Orb Networks, Philips North America, State of Washington, SunTrust Banks, TiVo, T-Mobile, and Washington Mutual.

For more information visit www.safeharbor.com

iConclude - March 2006 Sponsor (top)

iConclude provides problem management and incident resolution solutions that increase ITIL incident and problem management visibility, reduce escalations and false alerts, and streamline the resolution process. 

Our managed automation technology self-heals systems and enables frontline operations and support teams to diagnose, repair, and maintain business-critical applications in a guided and repeatable way. By providing access to critical problem resolution information and leveraging investments in your existing service desk and system management products, our solutions reduce support costs, time to resolution, and system downtime 

For more information visit www.iconclude.com.

Interactive Intelligence - February 2006 Sponsor (top)

Interactive Intelligence® provides more than a decade of innovation, experience and value in its IP- based multimedia software for contact management and self-service automation. Our Customer Interaction Center® (CIC) also gives contact centers a single multi-channel platform and application suite to meet performance requirements right now, along with open standards adaptability to meet the future head-on.

And if VoIP and SIP are in your contact center’s future, CIC offers the most clear- cut migration path you’ll find anywhere. No complex hardware. No forklift changes. Just an all-software approach leveraging the CIC solution and everything that comes with it for IP communications.

Interaction Media Server for “Five 9s” reliability and disaster recovery - a single platform for all your contact center solutions:

• PBX, ACD, Load Balancing, Skills with weights and priorities

• Queue any generic object such as service tickets or feedback forms. Also queue and intelligently route phone, fax, email, chat, voicemail and etc.

• Blended, out-bound Dialer

• Quality monitoring, voice logger, screen recording, evaluation forms

• E-business though ACD-chat, web call back, email queuing, FAQ via the web \Knowledge Management for agents and auto response to email and chat

• Self service through IVR, speech recognition, web site

• Cradle-to-grave reporting plus Business Intelligence for performance management. Customer surveys tied to business intelligence.

• Remote agents and teleworkers

• Workforce Management based on in/out traffic, skills, multiple locations

• Cost effective screen pop, CRM/ERP, other business process integration without complicated CTI.

Supports all applications with your existing PBX or replacing both PBX/ACD on the CIC platform. Very modular, add only what you need.

At Interactive Intelligence, providing Best Practices for Migrating your Contact Center to VoIP is what we do. Contact us to learn more. Free Web Seminar at http://www.inin.com/News/Events/events.asp

Contact:
Interactive Intelligence, Inc.
Karen Nutt – Pacific Northwest Sales Manager
800-267-1364, ext. 8356
Karen.nutt@inin.com
www.inin.com

NICE - December 2005 Sponsor (top)

NICE systems is the global provider of advanced solutions that help organizations extract meaningful insight from interactions. Customer calls and other multimedia interactions (such as emails) contain information that, when analyzed, offers the organization valuable insights, which help improve the decision-making process and drive overall business performance.

NICE solutions capture multimedia interactions, analyze their content to gain insight and present these insights in a manner which facilitates efficient decision-making. The power of the NICE Perform solution lies in the unique synergy between its advanced technology components, including recording and audio analysis, and integration with Microsoft .NET client- server technology.

Contact Scott Westlund on 253-862-0836 or by email at Scott.Westlund@nice.com for more information.

Visit NICE at www.nice.com.

Peregrine - November 2005 Sponsor (top)

Peregrine Systems, Inc. is a global provider of enterprise software to enable leading companies to optimally manage the IT infrastructure. The company’s flagship product suites – ServiceCenter® and AssetCenter® – create a foundation for IT asset and service management solutions based on industry best practices, including ITIL (IT Infrastructure Library). In addition, customers use Peregrine’s Configuration Services suite to gain an accurate, consolidated view of their IT assets. Peregrine recently introduced a new vision – Optimal IT – to deliver predictive analytics and decision modeling to optimize IT performance.

Service Management: ITIL-aligned Solutions for Integrated Incident, Problem, Change, and Service Level Management Service management solutions that deliver real business value to the organization. Building from the powerful foundational technology of ServiceCenter, Peregrine Service Solutions help create service efficiencies, reduce service outages, streamline service desk operations by integrating processes and tools across the organization, and ensure that service levels meet customer requirements. With Peregrine Service Solutions, your organization can evolve wisely and adapt to the ever-changing needs of the most complex and demanding IT service environments.

Founded in 1981, Peregrine has sustained a longstanding tradition of delivering software solutions with superior functionality to a broad segment of the global enterprise customer market. Headquartered in San Diego, Calif., the company conducts business from offices in the Americas, Europe and Asia Pacific.

Or Visit www.peregrine.com and select “Contact Us”

Pace Staffing - October 2005 Sponsor (top)

The PACE Staffing Network and its specialty staffing group, Call Center Solutions, provides comprehensive staffing services for high performance customer contact centers throughout the Puget Sound area.

Our core expertise goes beyond the role of a traditional staffing provider. We help call centers design, implement, and continuously refine fully customized supplementary staffing programs. We partner with our clients to find innovative solutions to some of the most significant staffing issues around sourcing, selecting, developing and retaining high performance representatives. Our services are designed to positively impact outcomes such as staff productivity, call quality, and/or the over arching issues of call center costs and profitability.

PACE has 30 years staffing experience, five service locations and an unwavering commitment to add value at each step of the staffing process. Please contact Nancy Swanson-Marschall for more information on our unique approach to "call center staffing" or to receive a copy of our white paper on the "strategic use of supplementary staffing in high performance call centers." Nancy can be reached at 425-379.2408 or nancys@pacestaffing.com.

Visit Pace Staffing at www.pacestaffing.com.

CMP Media and Incoming Call Management Institute (ICMI) are thrilled to bring you the second Annual Call Center Exhibition (ACCE) featuring ICMI’s Knowledge Exchange. Thanks to your wide-spread participation and universal acclaim, we’re raising the bar even higher in 2005.

ACCE is the #1 Place for Education & Networking in the Industry

This year’s Knowledge Exchange conference brings you unprecedented educational opportunities regarding “Leadership & Performance” and provides access to the ‘best of the best’ in the industry. You’ll receive all the latest industry information is in ONE place- ACCE!

Would you like to know the exact number of people needed to handle the contacts into your call center at any given day and time? What if you could identify the most cost effective balance of activities performed by the team that would guarantee the highest level of customer satisfaction? And what if you could have this information in real-time delivered to you immediately from automated alerts feeding data from a variety of different applications? If you knew these numbers and more, could this data contribute to the bottom line in your organization, generate revenue, and increase the productivity of your staff?

Symon Communications, a worldwide market leader in real-time communication solutions, has just the solution for you. Symon creates hardware and software solutions to collect, analyze, and optimize real-time, mission-critical productivity information. The focus is on performance and all types of business communications, including employee, customer and crisis communication. Using our real-time reporting engine for messaging and alerting systems, we offer a modular infrastructure for consolidating real-time data, delivering information to contact centers, and other enterprise applications. Other products include real-time and historical performance, browser-based executive dashboards, operational alerts that increase control over performance, and workforce management solutions for controlling contact center costs.

Thousands of customers, and more than two-thirds of the Fortune 100 can attest to Symon’s strength and innovation. For more information contact Scott Kelly, Regional Manager, on 425-357-8287 or email him directly at SKelly@SYMON.com.

 Visit this month’s sponsor at their website www.symon.com

InstantService is a leading provider of multi-channel customer communications for online sales and support. We offer an integrated suite of live chat, email management, knowledge base, website analytics and lead capture solutions designed to increase online sales and improve customer support while reducing call center costs. InstantService is a hosted application that easily integrates with existing ecommerce and CRM systems, facilitating valuable relationships between companies and their customers -- the first step of customer relationship management.

Over 300 companies, recognized for their commitment to customer service excellence, trust InstantService's scalability, security and performance. Clients include America West Airlines, REI, H&R Block, Intuit, Gateway, 3Com, McAfee, Xerox, Sento, Ditech, Sony Online Entertainment, Cendant, Ernst & Young, NEC Mitsubishi, and Venus Swimwear. InstantService is based in Seattle and has been in operation since 1998.

To learn more about InstantService, visit http://www.instantservice.com to chat with a representative.

Computer Associates International, Inc. (NYSE: CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. Indeed, our solutions touch many areas of everyday life, from ATM transactions to airport security to online sales, customer service and medical information.

We pursue, develop and deliver the kind of leading-edge technologies that can truly transform a business. This includes our highly evolved-and highly effective-management software to run day-to-day tasks as well as manage on-demand computing, wireless, Linux and Web services initiatives. Our integrated solutions help manage the infrastructures of more than 95 percent of the Fortune 500® companies and more than 80 percent of the Global 1000, as well as government organizations and hundreds of other companies in diverse industries worldwide.  www.ca.com

Lucent Technologies designs and delivers the systems, services and software that drive next-generation communications networks. Lucent's customer base includes communications service providers, governments and enterprises worldwide.

Lucent has built ClientCare Contact Center solutions from the ground up meeting carrier-grade requirements providing a level of reliability not found in traditional premises-based alternatives.

For more information on Lucent Technologies visit www.lucent.com.

Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and Contact Center communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com.

Computer Associates International, Inc. (NYSE: CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. Indeed, our solutions touch many areas of everyday life, from ATM transactions to airport security to online sales, customer service and medical information.

We pursue, develop and deliver the kind of leading-edge technologies that can truly transform a business. This includes our highly evolved-and highly effective-management software to run day-to-day tasks as well as manage on-demand computing, wireless, Linux and Web services initiatives. Our integrated solutions help manage the infrastructures of more than 95 percent of the Fortune 500® companies and more than 80 percent of the Global 1000, as well as government organizations and hundreds of other companies in diverse industries worldwide.  www.ca.com

Envision is a leading provider of business solutions for the contact center and the enterprise. Envision creates tools that allow the enterprise to gather business intelligence from customer interactions using analytical tools to effect change in processes throughout the contact center and the enterprise.

 The product line includes the Envision Performance Suite, a flexible set of management applications that improves enterprise and contact center performance as well as agent effectiveness. A fully integrated solution, the suite of products includes Envision Workforce Management, Envision Quality Monitoring, Envision eLearning and Envision Business Intelligence to analyze customer interactions, spot trends, lower costs and improve the bottom line.

 The integration of these applications from a single source offers a powerful agent interface with integrated schedules, personalized feedback, coaching and reporting so contact centers can achieve the lowest cost of ownership and true workforce optimization.  Learn more at http://www.envisiontelephony.com