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ICMI Contact Center Demo Exhibitors Announce New Products, Services, Demonstrations and More Ahead of 2018 Event

Appian, Five9, NICE inContact, Sharpen, Talkdesk, and others among those making announcements

The International Customer Management Institute (ICMI), the authority on contact center excellence, today reveals announcements from industry leading companies exhibiting at ICMI Contact Center Demo 2018. Each company will showcase their latest products and solutions in the Demo Hall Monday – Wednesday of the event, giving attendees a hands-on opportunity to explore the latest innovations impacting the industry.

ICMI Contact Center Demo 2018 will take place November 12-14, 2018 at the Red Rock Resort in Las Vegas, NV.

“Our Demo Hall plays an important role in providing attendees with a well-rounded conference experience that encompasses all of the information, strategies and innovation currently impacting the customer experience industry,” said Patty Caron, Event Director, ICMI. “Many of this year’s exhibitors are offering our attendees a first-look at their latest contributions to the industry and we are thrilled to provide a productive space for demonstrations and networking.”

ICMI Contact Center Demo 2018 Exhibitor News:

AcuCall (booth 704) will showcase “CenterMaster” Omni-Channel Inbound/Outbound solutions which include: Predictive/Preview/Progressive/TCPA Compliance Dialer, IVR “Pay by Phone,” ACD, IP-PBX, Email, Social Media. Enhanced AcuScript CRM, WFM, and AcuChat will also be on display. This HIPAA and PCI Compliant platform is ideal for Healthcare, Insurance, Financial and BPO centers with localization for English/Spanish.

Appian (booth 605) will showcase its Intelligent Contact Center platform, which enables organizations to build powerful customer engagement solutions that improve KPI performance while delivering better CX. Appian’s platform has allowed contact center customers to achieve improvements such as a 64% increase in CSAT and 40% cost savings.

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Content Guru (booth 505) will showcase its multi-award-winning storm® platform. storm delivers a multitude of customer engagement capabilities, omni-channel (SMS, web chat, voice, email, WebRTC) intelligent queuing and routing, and can integrate with virtually any third-party system.

Five9 (booth 604) will showcase the Virtual Contact Center, the cloud contact center platform for the digital enterprise. Come by and see for yourself!

Fonolo (booth 617) announces a new platform for its best-in-class call-back solutions. The new release includes an optimized portal, robust call-back API, and enterprise-grade features including audit tracking, password policy support, and many other advanced security options. Fonolo’s solutions lower abandon rates, smooth call volume spikes, and improve customer experience.

GlowTouch Technologies (booth 312) will demonstrate how using the Double Bottom Line Growth for Good process enables them to provide clients with in-depth customer care rightsourcing services – resulting in 177% ROI for some clients – while feeding 50,000 children a day via community support programs.

i-Comm Connect (booth 713) presents TACTAL, its patented solution converging voice, messaging, and data transfer into one application. TACTAL supports next-generation data visualization and mining capabilities by providing instant, web-based customer communication, and secure, real-time data transfer, that integrates into existing Contact Center solutions while improving customer service and business intelligence.

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i2x (booth 412) announces it is expanding its automatic speech analytic service to the US, which will help businesses leverage data in a scalable way. i2x’s automatic speech analytic service brings transparency to your contact center by transcribing, analyzing, and improving every customer interaction on the phone with artificial intelligence.

Language Services Associates (LSA) (booth 707) will premiere its new series of informational animated short videos, which showcase tips on how to better work with interpreters to improve communication with individuals of limited English proficiency. LSA will also demonstrate IRIS, their new video remote interpreting application.

Lessonly (booth 717) announces new Practice features, which offer customer service reps scenarios to rehearse their skills and Do Better Work. Practice also enables managers and trainers to evaluate practice scenarios with custom criteria, so teams focus on the right skills and get specific feedback.

Lightico (booth 720) will showcase its real-time digital collaboration platform, which enables contact center agents to accelerate sales and service requests. With this platform, agents can digitally sign documents, complete forms, collect customer documents/ID, share images and videos and process payments securely while on a call to streamline company workflows and improve customer journeys.

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NICE inContact (booth 611) will showcase NICE inContact CXone, the world’s #1 cloud customer experience platform. CXone helps organizations be first in their industry by powering exceptional experiences for customers and employees. CXone unifies best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.

Noble Systems (booth 302) announces its new Noble Gamification solutions for call centers. Gamification helps align your agent performance with your operational goals, increasing employee engagement, building productivity and reducing attrition across the general spectrum of agents within the modern-day call center.

OnBrand24 (booth 420) will showcase its domestic outsourced solutions for SMB and Fortune 100 companies, which include tech-enablement to best drive cost effectiveness through digital interactions and work flow improvement. These solutions have successfully implemented enterprise grade AI, Chat, SMS, Apple Business Chat, business intelligence, big data and social media interactions.

PayActiv (booth 721) announces the availability of Walmart’s Direct2Cash service for PayActiv users. Direct2Cash will give PayActiv users across hundreds of businesses, cash access for their earned wages from their local Walmart store, and a financially sound way to pay for critical needs.

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Pipkins (booth 522) will showcase eSMART™ Desktop. With eSMART Desktop, Pipkins has streamlined schedule management and adherence monitoring, consolidating your staff’s schedules, actuals and deviation information on one screen. In addition, eSMART’s Intelligent Editing and Automated Editing capabilities significantly reduce supervisory and/or administrative time previously devoted to schedule edits and adjustments.

ProScheduler (booth 616) will introduce its newest RTA tool, Playbook. Using game-design integrated solutions, Playbook streamlines day-to-day transactions and processes by providing users with data and resources to perform their jobs with greater efficiency, engagement, and personal responsibility.

RapportBoost.AI (booth 318) will showcase RapportCoach™ at ICMI Contact Center Demo 2018. RapportCoach™ delivers continuing analyses of specific conversational attributes, which drive success for brands at the agent and conversation level. Our ongoing analysis helps chat team leaders coach their teams objectively, providing agents with a solid foundation from which to improve performance.

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Sennheiser (booth 423) will showcase Sennheiser SDW 5016, a wireless DECT headset for modern office professionals. Sennheiser SDW 5016 allows you to connect to softphone/PC and desk phone for device flexibility. Super wideband sound offers a voice experience beyond conventional business standards, while the latest security protocols keep your conversations confidential.

Shaker (booth 619) will showcase a new suite of Virtual Job Tryouts, designed to support leading-edge hiring processes in call centers. Based on the award-winning Virtual Job Tryout platform, the new mobile suite features a convenient and easy-to-access mobile format, without sacrificing the platform’s immersive, engaging, and highly predictive qualities.

Sharpen (booth 404) will showcase its partnership with Vibrant Credit Union during a live customer use case session. Vibrant’s Chief Experience Officer, Steve Ducey, will discuss how Sharpen’s cloud contact center platform has helped reduce member wait time by 90% and has saved their organization $1M annually.

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Shelf (booth 705) announces a new knowledge management solution for the contact center that integrates advanced analytics, AI and maintenance automation, making managing and finding content across the customer journey easier than ever before.

Talkdesk (booth 407) will showcase Talkdesk CX Manager, a new visual routing flow designer that is used to intelligently route calls to meet specific business needs. Its intuitive interface allows contact center administrators to design and implement routing flows quickly and without the need for coding.

UJET (both 706) will showcase its ultra-modern cloud contact center software with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, and text.

unymira (317) present its ACTIVE knowledge base, Knowledge Center, which is unique in the market. The solution helps customer service agents to find answers easily and quickly. The innovative technology enables contact centers to maximize productivity and to improve customer experience, through all support channels.

WebRecon (booth 321) will showcase its industry-leading TCPA scrub. The TCPA scrub identifies serial consumer litigants before dialing them to significantly reduce the risk of expensive TCPA litigation. This service is provided to call centers via API, batch or through a web-based search portal.

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