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Looking for products or
services specifically for the Call Center environment? Please consider the
following IARE Allied Members first!
IARE Allied
Members (Updated August 2009)
ACS
ACS, a Fortune 500 Company & Six Sigma organization, is the
leading provider of fully diversified, end-to-end, business
process outsourcing (BPO) and information technology (IT)
solutions to commercial and government clients worldwide. ACS is
the travel industry's leading customer care contact center and
business process outsourcer. We offer in-depth travel industry
expertise and solutions. By understanding our clients' unique
needs and objectives, we strengthen our clients' profitability
through lower costs, streamlined operations, improved accuracy,
quality, productivity, and higher levels of customer
satisfaction.
Chris Engle
Vice President, Sales, Travel, Transportation & Logistics
1811 NE 20th Avenue
Ft. Lauderdale, FL 33305 USA
646-226-3778
chris.engle@acs-inc.com
Lori
McCloud
Sales Executive, Cruise & Leisure Travel
2499 SW 13th Street
Deerfield Beach, FL 33442 USA
954-257-2314; Fax: 954-418-8209
lori.mccloud@asc-inc.com
Scott Wright
Senior Sales Executive, Business Process Solutions
447 Ridge Avenue
Elmhurst, IL 60126 USA
630-832-7669
scott.wright@asc-inc.com
ATG
Click to Call and
Click to Chat turn your call center into a sales center by
providing an immediate human connection with your customers when
you need it most. Both services engage buyers proactively and
move them seamlessly from the Web into live dialogue, creating a
truly personal one-to-one experience.
Steve Rinehart
Account Manager
1 Main Street
Cambridge, MA 02142
503-419-4472
srinehar@atg.com
Ron Harlow
Account Manager
1 Main Street
Cambridge, MA 02142
949-598-0325
rharlow@estara.com
Kelley Brooks
Senior Marketing Program Manager
1 Main Street
Cambridge, MA 02142
617-386-1970; Fax: 617-386-1111
kbroooks@atg.com
Clarabridge, Inc
Clarabridge's award winning text
analytics software gathers all textual information form a
company's internal and external sources and restructures this
untapped data to reveal important and actionable customer
experience intelligence. Through this technology, Clarabridge
provides the bridge between corporations and consumers that
enables the real power of CEM.
Matt
Cohen
Business Development Director
11400 Commerce Park Dr. Suite 500
Reston, VA 20191
202-270-8690 Fax: 571-299-1805
matt.cohen@clarabridge.com
Vanessa
Stirling
Director of Marketing
11400 Commerce Park Dr. Suite 500
Reston, VA 20191
571-299-1835 Fax: 571-299-1805
vanessa.stirling@clarabridge.com
Carl
Elsinger
Business Development Director
11400 Commerce Park Dr. Suite 500
Reston, VA 20191
571-299-1821 Fax: 571-299-1805
carl.elsinger@clarabridge.com
Consistacom, Inc.
Call Center optimization,
documentation, compliance and workforce management automation.
Kimberly Klender
Marketing Coordinator
PO Box 293
Houghton, MI 49931
906-483-2652; Fax: 906-483-0950
ksklende@consistacom.com
Dave Olsson
Creative Director, Marketing
PO Box 293
Houghton, MI 49931
906-482-2000; Fax: 906-483-0950
daveo@marketingdepartmentinc.com
Steven Fitzgerald
President
PO Box 293
Houghton, MI 49931
906-483-0949; Fax: 906-483-0950
scfitz@consistacom.com
Customer Contact
Strategies
Consulting for call centers, specifically the
work at home model.
Michele Rowan
President
4051 Beltway Drive, #904
Addison, TX 75001
972-510-8591
mrowan@customercontactstrategies.com
Envision
Envision
Telephony, Inc. is a global, award-winning provider of software
and services that improve performance from the contact center to
the enterprise. The company’s flexible, integrated solutions
enable customers to consistently deliver legendary customer
experiences by improving agent, contact center and enterprise
performance. Envision’s software includes business intelligence,
speech analytics, workforce management and Click2Coach (composed
of Envision Quality Monitoring and Envision eLearning). The
company’s solutions are deployed across thousands of desktops in
both a telephony and a back-office environment. Envision offers
business consulting, implementation, training and support
services using a proven, ROI-driven methodology that delivers
rapid and reliable results.
Tom Aiello
VP, Worldwide Sales & Marketing
520 Pike St. Suite 1600
Seattle, WA 98101 USA
206-225-0800; Fax: 206-225-0801
tom.aiello@envisioninc.com
Jim Shulkin
Marketing Specialist
520 Pike St. Suite 1600
Seattle, WA 98101 USA
206-225-0800; Fax: 206-225-0801
jim.shulkin@envisioninc.com
Joe
Elward
520 Pike St. Suite 1600
Seattle, WA 98101 USA
206-225-0800; Fax: 206-225-0801
Katy Scheck
520 Pike St. Suite 1600
Seattle, WA 98101 USA
206-225-0800; Fax: 206-225-0801
Alex
Reaume
Pre-Sales Engineer
520 Pike St. Suite 1600
Seattle, WA 98101 USA
206-225-0800; Fax: 206-225-0801
eTelecare
Global Solutions
Business outsourcing
services.
Mark Skoog
Director of Marketing
8901 E. Raintree Drive, Suite 100
Scottsdale, AZ 85260
480-477-1200 Fax: 480-314-3417
mark.skoog@etelecare.com
Laurel Lange
Marketing Specialist
8901 E. Raintree Drive, Suite 100
Scottsdale, AZ 85260
480-707-5369 Fax: 480-314-3417
laurel.lange@etelecare.com
InnoSource
Unique Contract Staffing Model specifically
designed for the call center/reservations environment as well as
Functional Outsourcing that is delivered on-site at client
locations (so companies retain most of their employees and all
of their systems, retaining visibility and control over the
customer experience while achieving their consolidation and/or
cost reduction objectives.)
Chad Delligatti
President
5031 Forest Drive, Suite B
New Albany, OH 54054
614-775-1400
Jim Gregory
Vice President
5031 Forest Drive, Suite B
New Albany, OH 54054
614-519-4924
jgregory@innosourceinc.com
Jason Testerman
Director
5031 Forest Drive, Suite B
New Albany, OH 54054
614-775-1400
jtesterman@innosourceinc.com
Becky
Henke
Director
750 Holiday Drive, Suite 580
Pittsburgh, PA 15220
412-921-5020
bhenke@innosourceinc.com
Kevin
McDowell
Account Manager
750 Holiday Drive, Suite 580
Pittsburgh, PA 15220
412-921-5020
kmcdowell@innosourceinc.com
Mindshare
Technologies
Mindshare Technologies
is the fastest growing customer feedback company in the world.
Our clients come from across the service spectrum -- restaurant,
lodging, retail, hair salons, spas, home service, newspapers,
etc.
Erich Dietz
Director
310 East 4500 South, Ste 450
Salt Lake City, UT 84107 USA
801-263-2333; Fax: 801-263-2334
ecdietz@mshare.net
Lonnie Mayne
EVP Sales
310 East 4500 South, Ste 450
Salt Lake City, UT 84107 USA
801-263-2333; Fax: 801-263-2334
lmayne@mshare.net
Pipkins,
Inc.
Pipkins Inc. has been
at the forefront of Workforce Management Systems development for
nearly two decades. Headquartered in St. Louis, Missouri,
Pipkins provides modern commercial call centers with advanced
sophisticated forecasting and scheduling technology.
Bob Webb
Vice President, Sales
530 Maryville Centre Drive, Suite 200
St. Louis, MO
314-469-6106 Fax: 314-469-0841
bwebb@pipkins.com
Jim Hogan
Manager Customer Care
530 Maryville Centre Drive, Suite 200
St. Louis, MO
314-469-6106 Fax: 314-469-0841
jimh@pipkins.com
Signature
Worldwide Business & Training Solutions
Signature Worldwide is an
international marketing and training company specializing in
developing long-term customer relationships — and a lot more of
them. With our training methodology, we’ve helped thousands of
companies just like yours deliver legendary customer service.
That’s the kind of service that transforms a satisfied customer
into a loyal, lifetime fan.
John Ely
Senior VP, Marketing
5115 Parkcenter Avenue
Dublin, OH 43017
800-398-0518 Fax: 888-403-3844
johnely@signatureworldwide.com
Amanda Gambill
Marketing Communications Specialist
5115 Parkcenter Avenue
Dublin, OH 43017
614-766-5101 Fax:88-403-3844
amandagambill@signatureworldwide.com
Dave Hamilton
Senior Vice President
Marketing Communications Specialist
5115 Parkcenter Avenue
Dublin, OH 43017
614-766-5101 Fax: 888-403-3844
davehamilton@signatureworldwide.com
Brad Anderson
Account Manager
Marketing Communications Specialist
5115 Parkcenter Avenue
Dublin, OH 43017
614-766-5101 Fax:88-403-3844
bradanderson@signatureworldwide.com
Telvista
Telvista provides creative
outsourcing solutions for customer care, technical support,
sales, IT consulting, customer relationship management (CRM),
and interactive voice response (IVR) needs. We specialize in
providing high-quality solutions to a broad range of mid-size
and Fortune 1000 clients. Telvista becomes a partner in the
success of our clients by offering a broad range of contact
center consulting services specifically designed to seamlessly
integrate people, process, and technology. This support enables
our customers to do more with less by fully utilizing their
existing resources and maximizing their return on investment.
Our VistaStats™ process also provides a consistent, calibrated
view of service quality that continually improves the results of
our clients’ programs.
Kirk Adkison
Sales Executive
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-5601; Fax: 972-919-8145
kirk_adkison@telvista.com
David
Arellano
COO
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-8131; Fax: 972-919-814
david_arellano@telvista.com
Annette
Baker
Vice President
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7800; Fax: 972-919-8145
annette_baker@telvista.com
Kymberlaine Banks
Marketing Manager
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-8129; Fax: 972-919-8145
kymberlaine_banks@telvista.com
Cyndi
Fischer
Quality Manager
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
cyndi_fischer@telvista.com
Suzanne Hale
Training Manager
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
suzanne_haler@telvista.com
Bernie Huckestein
Sales Executive
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
bernie_huckstein@telvista.com
Ayn Owens
Director, Business Operations
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
ayn_owens@telvista.com
Virginia Sambuco
Sales Executive
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
virginia_sambuco@telvista.com
Mike Thompson
Sales Executive
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
mike_thompson@telvista.com
John Woodfin
IT Manager
1605 LBJ Freeway, Suite 200
Dallas, TX 75234 USA
972-919-7708
john_woodfin@telvista.com
Upstream
Works Software Ltd.
Upstream Works delivers
contact center solutions for companies that view their customer
service as a strategic competitive advantage and want to improve
both their existing infrastructure and their satisfaction
ratings. Upstream Works provides connectivity among all facets
of a business, providing immediate access to key customer data
and empowering agents to resolve customer issues efficiently
while in compliance with business rules. The result is a rise in
first-call resolution rates that reduces customer churn,
lightens the overall call volume and raises employee morale.
Sharlene Dubraj
Account and Channel Manager
8000 Jane St., Bldg. A, Suite 200
Vaughan, ON L4K 5B8 CANADA
905-660-0969; Fax: 905-660-8769
sdubraj@upstreamworks.com
Xzamcorp
Xzamcorp provides telephone
and web-based data collection and analysis services. The
company helps clients evaluate the quality of their customer
services (through telephone, e-mail and text chat mystery shops)
and understand their customers' expectations and perceptions
(through telephone and web based surveys). Xzamcorp
clients should expect prompt response times, personal contact
with managers and a good return on investment for their research
dollars.
Harvey Cannova
Sales Director
590 E. Western
Reserve Rd., Bldg 9, Suite E
Boardman, OH, USA
Phone: 781-545-6985;
Fax:
hcannova@xzamcorp.com
Jared Ray
President
590 E. Western
Reserve Rd., Bldg 9, Suite E
Boardman, OH, USA
Phone: 440-256-3781;
Fax: 330-266-7475
jray@xzamcorp.com
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