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Categories:
Computer Systems and Software
Consulting
Training
Outsourcing
Telephony Equipment
Additional Services
Alphabetical Index
Marric Software, Inc. specializes in the development of innovative Windows?-based applications. Marric Software has addressed the various needs of consumer affairs with their CATS solution. CATS is a fully integrated, powerful and user-friendly system for collecting, analyzing and responding to consumer comments. The software incorporates leading edge technologies such as imaging, to deliver a comprehensive and extensive package. CATS was carefully designed to evolve with the industry as it changes, making it the state-of-the-art choice for consumer affairs groups. Marric Software prides itself on providing the highest quality, personalized service. Call (310) 543-1557 or fax (310) 543-1097.
Web service is here and Microsolutions' Catrak 5e delivers. An exciting, entirely new Web-enabled CRM system, Catrak 5e is like never before, and as a Web service, Catrak 5e frees its subscribers of substantial staffing responsibilities and resources, as well as alleviates costly hardware expenditures. Catrak 5e can also be purchased traditionally. Call today to give it a test drive. You've got to see it! Web site: www.catrak.net. Phone: (800) 897-2162. E-mail: catraksales@microsolutions.com.
Swallow Information Systems is a leading global provider of consumer-to-business customer management software and services designed specifically for consumer affairs, customer service, guest relations and other customer-facing personnel. CHARTER continuumTM is the ideal solution for managing, tracking, resolving and reporting on customer feedback, regardless of source. It enables organizations to optimize customer relations, increase retention and streamline operations. Our evaluation process includes a comprehensive business benefits analysis. Please contact us today for more information and to discover how your organization could benefit greatly from our solution. Call (800) 647-9460 or e-mail us at sales@swallow-us.com. Visit us on the Web at www.swallow.com.
Wilke/Thornton, Inc. is built around one area of specialization-consumer affairs. Wilke/Thornton, Inc. provides a full suite of products to meet all your consumer relationship system (CRS) needs, including: CRS Anywhere, CyberCRS, and Cyber Item Locator. CRS Anywhere is installed on your corporate network servers and accessed through your browser on any PC and from anywhere you can access your corporate network. CyberCRS, our highly successful application service provider (ASP) product, is installed in our corporate cyber data center, and you pay only as you use it. Cyber Item Locator allows you to answer those frustrating "where-to-buy" calls, down to the store-level. Call (614) 792-6900.
BC-Group International is a full-service contact center management consulting and training firm specializing in helping you achieve performance excellence in people, process, management and technology with high returns in customer service, quality, productivity and sales. Whether you need to set up a contact center, to consolidate or to improve your center's performance, our team of experts will establish your organization as world class. We team with you to provide performance assessments, process design, business case development, scripting, performance management and optimization, training, team/leadership development, human resource solutions, "total" work management and control, short/long range technology planning/implementation, outsourcer audits and "complementary" post implementation support. Call (214) 821-7962. www.bcgroupinternational.com.
The Customer Care Institute (CCI) is an international organization that assists companies with improving the delivery of customer care. CCI focuses on issues found in the customer service, consumer affairs, teleservices and help desk professions. The Institute provides its clients with customer care assessments, front line and management skills training courses, customer satisfaction measurement programs and other services designed to enhance customer loyalty. CCI conducts and monitors research on customer care issues, identifies emerging trends, organizes forums and workshops and publishes the Customer Care Network News. The Institute's clients represent a wide range of conventional and Web-based industries, including financial services, healthcare, information technology, automotive, electronics, manufacturing, consumer goods and trade associations. Call (404) 352-9291. E-mail info@customercare.com.
THE RADCLYFFE GROUP, LLC, a premier performance improvement consulting firm, provides companies with innovative strategies to deliver the highest level of service within in their contact center organizations. THE RADCLYFFE GROUP, LLC provides a tangible strategy to navigate successfully through every interaction that transitions easily back into the workplace. THE RADCLYFFE GROUP, LLC uses a holistic approach to provide customized products and solutions to support and achieve measurable change in the workplace, ensure a return on investment and capture quantifiable results for company contact centers. For more information, visit www.radclyffegroup.com or call (973) 276-0522.
Solutions Provided is a human performance consulting firm. Our unique client offering is our belief that one size does not fit all. We partner with each client to design a solution to achieve the outcomes they desire. We provide consulting, facilitation and coaching services. Our training programs are customized and incorporate behavioral and assessment tools that assist organizations in building specific performance plans. We offer behavioral assessments, competency tools and knowledge assessments in the areas of leadership, service, team building, selling skills and coaching. We also provide call center training on selling and service. For more information, please contact Jacquelyn Wieland at (732) 701-1661 or visit our web site at www.solutionsprovided.com.
PHONE PROTM provides services to improve how organizations communicate with customers and clients using the telephone. Our fun, interactive, on-site training sessions give your phone staff the customer relationship skills they need to put every call, inbound or outbound, on the right track. PHONE PRO call management skills-building courses include teleservice, telesales and telestyles workshops, as well as coach-the-coach and train-the-trainer sessions. PHONE PRO skills and techniques go to work on the very next call, so get ready to see improvement in staff performance as a direct result of this training. PHONE PRO, free samples every time you call! (800) 822-8400.
The Writing exchange offers two instructor-led training programs: E-Mail Success for Consumer Affairs (half-day) and The Write StartTM for Customer Service Reps (one or two days). Attendees practice on their own correspondence and leave the seminars with models they can use immediately. Included in the course materials is a 233-page business style guide that clarifies rules of grammar, punctuation and word usage. Joy Van Skiver, founder of The Writing Exchange, is the author of Selling on Paper-The Way to Write to Customers and Simple Steps to E-Mail Success. Call (973) 822-8400 or (800) WRITE99 (974-8399), send an e-mail to writingex@aol.com or visit http://members.aol.com/writingex/.
Incorporating Advanced Data-Comm, an inbound/outbound teleservices leader, into your business strategy allows you to partner with experienced professionals committed to your success. Our team uses the latest tools to predict customer behavior, influence customer buying decisions and deliver quality customer care. From detailed analysis to product awareness, we offer e-commerce solutions that quickly resolve customer issues and build loyalty. We provide our clients with multiple channels from which to service their customers, analyze their behavior and keep them coming back. Call today to discuss how our mix of people, process and technology forms the successful backbone for your customer relationships. (800) 582-9501.
AFFINA-The Customer Relationship Company has partnered with Fortune 500 and Fortune 1000 companies for nearly 30 years by designing and supporting customer care programs that build loyalty and increase sales. Clients look to AFFINA for outsourced marketing solutions involving technical support; consumer satisfaction and complaints; crisis recall management; product descriptions; referrals; general product and promotional campaign event support; and closed-loop lead management. Bridging the gap between companies and their customers, AFFINA offers clients a complete array of services (inbound, Internet, order taking, fulfillment, IVR, market research, database marketing and management, data mining, outbound and mail processing) designed to turn one-time contacts into lifetime customer relationships. Call (800) 787-7626.
For more than 50 years, Alert Communications has provided quality contact center solutions to businesses looking for a provider with stability and flexibility. As businesses adapt to ever-changing market demands and economic conditions, they seek alternatives to purchasing expensive technology, managing agents and supporting an in-house contact center. They seek an outsource services solution they can trust. They look to Alert to apply the latest contact center technology and processes into innovative solutions customized to their needs. They look to Alert for its proven experience and technical prowess to construct the best application and to execute flawlessly. Whether it's customer service, catalog order, technical help desk, inbound sales or product support, Alert has been there, done that and can scale to meet its customers needs. Call (800) 333-7772.
Allegra Direct is a provider of quality outsourced call center services. Our role is to act as a seamless extension of our clients for the purpose of expanding market share, ensuring satisfaction and loyalty of current customers. Allegra's team of experienced customer service specialists, combined with our state-of-the-art telecom and network systems have proven to be a successful solution for providing these very important services. Currently, Allegra Direct is providing customer response services for the following industries: healthcare, utilities, retail and automotive. Whether your company is large or small, we promise you and your customers professional and courteous service with a guarantee that you will never have to worry about your customer care activities again. Please call or e-mail us at (586) 226-1400 or crmteam@allegra-direct.com.
American Customer Care. How can we help you? We operate 10 customer contact centers with more than 1750 workstations located throughout Connecticut, New York, New Jersey and Pennsylvania. We specialize in individualized inbound customer contact services. We have the capacity; we have the technology; and we have the best people. What we're really known for is taking care of customers with courtesy, friendliness and intelligence. We allow your customers or potential customers to contact us in any manner that they choose at any time that they choose. Please check us out at www.americancustomercare.com. We think that you'll be glad that you did.
Aon Innovative Solutions (AIS) offers outsourced contact center solutions that focus on the entire CRM process. From new sales and problem resolution, through to satisfaction surveys-we do it all. Our clients include Fortune 1000 companies in the retail, financial, automotive, membership, apparel and manufacturing industries. Whether you have a need for 20 seats or 400, at AIS, we customize each program, include our patented customer service methodologies and provide the latest technology available to serve your customers. Because AIS has been in business for 30 years, managing more than 40 million calls, e-mail and standard mail contact annually, we have the experience to truly become you to your customers. For more information on how AIS can increase your customer loyalty, save money or generate revenue, please call Chris Caughran at (800) 613-8000.
Connextions.net (www.connextions.net) specializes in integrating leading-edge e-commerce technology with customer service and fulfillment. The company offers comprehensive services, including Web application development and systems integration, inventory storage and management, Web-enabled fulfillment and supply chain management and Web-enabled customer service via phone, e-mail and live chat collaboration. Call (877)772-6868 or visit our web site at www.connextion.net.
CyberRep is an outsourced call center and CRM solutions provider for customer service, technical support and sales solutions. Founded in 1991, CyberRep ranks as the third largest privately held CRM company and operates eight customer interaction centers throughout North America. CyberRep's Circle of Services? includes telephone, e-mail and Web-based customer contact. CyberRep distinguishes itself from its competitors by offering a complete solution with payment processing, fulfillment and customer intelligence. CyberRep has been recognized for its outstanding achievements by prominent organizations such as Arthur Andersen, the American Society for Training and Development and the Help Desk Institute. (703) 917-9170.
Archway Customer Service has 14 years of experience in providing quality inbound customer care and order entry and is among the Top 50 centers with 700 stations and four locations in the United States and Canada. Our e-customer service platform and Web-enabled agents provide your customers 24/7 access through integrated routing of phone, fax, e-mail , Web text chat and Web call back. Archway IVR provides efficient, cost-effective solutions such as warranty registration and surveys with our trained CSRs just a touch away. To learn more about the power of Gate people, technology and experience, contact us or visit our web site. (888) 333-1515; info@archway.com; www.archway.com
ICT Group is a leading global provider of integrated customer relationship management (CRM) solutions helping clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships. Forty-plus contact centers operated throughout North America, Europe and Australia, providing telesales, customer care, market research, database marketing and cross-selling/up-selling for clients in key industries. Fully outsourced solutions available as well as hosted solutions, for use by clients at their own in-house facility, or co-sourced solutions, in conjunction with ICT Group's fully compatible Web-enabled customer service operations. Center management, multilingual services and live agent Internet support services available. ISO-9002 certified. (800) 201-1085.
When it comes to outsourcers, one size does not fit all! And when it comes to outsourcing success, finding the right partner is critical. Network Direct takes the guesswork out of supplier selection. We help objectively define outsourcing requirements, develop RFPs, identify appropriate outsourcer candidates, evaluate proposals, negotiate rates, set up programs and manage vendor quality. Our network of 300+ pre-screened contact center outsourcers covers a full spectrum of industry and consumer affairs expertise. And our fees are paid by suppliers. For a free outsourcing opportunity and cost analysis, call (800) 843-3123, or find us on the Web at www.networkdirectinc.com.
PRC, a division of USA Networks, Inc.'s Interactive Group, has been a leading provider of integrated customer care services for nearly 20 years. The company provides the people, processes and technology to deliver top-notch customer care for some of the world's most prestigious brands, such as AT&T, American Express, DIRECTV, British Airways and priceline.com. PRC handles all customer communication channels-phone, e-mail, live chat, Voice over IP, fax and traditional white mail-and integrates each customer contact to provide a single view of a customer's history. With more than 12,000 employees in 22 centers worldwide, PRC is ranked the number two provider of inbound teleservices in the nation. (954) 693-3700.
Operating as a customer needs focused contact center for nearly two decades, Taction offers SOCAP members comprehensive inbound and outbound contact services on a 365/24/7 basis. Clients gain immediate access to an experienced customer service team and leading-edge contact support technologies. Taction works seamlessly with clients to deliver services that positively support their brand and to build lasting and profitable relationships with their customers. As our client's behind the scenes customer service team, we handle fax, phone, e-mail and e-chat inquiries with a sense of urgency. We tailor our services to meet the unique needs of each client. (800) 772-3182; www.taction.net.
TARGUSinfoTM real-time data for inbound calls enables call centers to instantly identify, profile, analyze, locate and route millions of incoming callers. Through patented processes, TARGUSinfo links a name, postal address, predictive household buying behavior scores and risk management and store locator information to virtually every U.S. household telephone number. This critical intelligence is an essential tool for consumer affairs organizations to increase call efficiency and customer satisfaction. We regularly update our data, based on more than 400 million verifications received monthly. Our match rate on consumer name and address averages 85 percent-confirming our position as an industry leader in providing real time intelligence. (800) 6-TARGUS.
Telerx, recognized as a "Top 50 Inbound Teleservices Agency" by Customer Inter@ction Solutions magazine, is an ousource partner that specializes in customer care. All of our programs are tailored at helping companies grow by satisfying customers' needs, nurturing long-term relationships and fostering loyalty. If customer care is your priority-whatever your business-we can provide a customized solution designed to connect, communicate and care for your consumers. We connect with them when they want, how they want and through their channel of choice. We communicate how much you value them during every contact...and we care about each one as an individual. That's why many major national companies partner with Telerx, the proven expert in consumer affairs. (800) 2-TELERX; solutions@telerx.com.
With more than 20 years' experience TeleSpectrum is a leading provider of customer interaction management solutions. We partner with Fortune 1000 corporations to "make the most of the moment" of every customer interaction-whether telephone, e-mail, Web chat, co-browsing or Web call back. Through our contact center, interactive voice response and customer experience measurement offerings, we help our clients manage their customer interactions throughout all stages of the customer lifecycle: awareness/acquisition, customer support and revenue growth. In addition, our comprehensive business approach, based on people, client-centric program management, operational processes, our MomentumSM technology platform and program measurement, ensures your program's success. (888) 343-9870.
The Connection?? is a live operator call center and service agency that has repeatedly been rated by Customer Inter@action SolutionsTM magazine as one of the "Top 50" inbound service agencies in the country. Services that we offer include sales/order processing, lead qualification, dealer locator services, general information, online applications, third-party verification, overflow and after-hours services, ticketing sales, customer service, appointment setting, market research/surveys, Internet services, catalog sales/up-sells, reservations, interactive voice services, credit card services, literature fulfillment and outbound management. For more information, contact us at (800) 883-5777. We are confident that our experience and expertise makes us an excellent fit as a partner for your outsourcing needs.
Agent Power(r) call center support software specializing in planning and scheduling agents has been the prime function of Agent Power software since 1985. Professional Resource Management has quietly supported call centers in many industries including transportation, catalogue, healthcare, hotel, manufacturing, banking, etc. Works with Nortel Networks, Avaya, Aspect, Siemens/ROLM, EIC and many others. Real time and historical statistics are available depending on ACD platform. Client sizes range from 4 to 300 agents. No exotic hardware required; WIN98/2000, multi-site and LAN compatible. If you like service to be person to person and promises to be kept, please contact Professional Resource Management at 847-359-3990 and visit www.prminc.com.
RQA, Inc. provides cost-effective domestic and international product retrievals with "no surprises," on time and within budget. We provide product retrieval services in support of consumer services, quality assurance, marketing and manufacturing. Consumer retrievals "turn a dissatisfied consumer into a loyal consumer." Benefits include immediate response, status reports and pick up requests via RQA's client web site, reduced litigation potential, appointments set at a consumer's convenience usually within 24 hours of contact. We offer product recall/withdrawal services. We will pull product off shelves and destroy or ship product back to central warehouse. More than 4,000 representatives in 40 countries. Call (602) 678-4717 E-mail: retrieve@rqa-inc.com www.rqa-inc.com.
Advanced Data-Comm, Inc. 301 Data Court, Dubuque, IA 52003 (800) 582-9501 Fax (563) 582-2003 jsutter@advanced-data.com www.advanced-data.com Affina - The Customer Relationship Company 2001 Ruppman Plaza, Peoria, IL 61614 (800) 787-7626 Fax (309) 679-4199 services@affina.com www.affina.com Alert Communications 5515 York Blvd., Los Angeles, CA 90042 (800) 333-7772 Fax (323) 254-6802 Dfinnerman@alertcom.com www.alertcom.com Allegra Direct Communications 42512 Hayes Road, Suite 700, Clinton Township, MI 48038 (586) 226-1400 Fax (586) 226-1456 crmteam@allegra-direct.com www.allegra-direct.com American Customer Care 948 Plaza Drive, Montoursville, PA 17754 (800) 660-0130 Fax (866) 800-6354 lfurlough@americancustomercare.com www.americancustomercare.com Aon Innovative Solutions 13922 Denver West Parkway, Golden, CO 80401 (800) 613-8000 Fax (303) 279-3014 sharon_campbell@aon.com www.aoninnovativesolutions.com BC-Group International Consulting & Training 730 Lipscomb Avenue, Dallas, TX 75214 (214) 821-7962 Fax (214) 824-7518 info@bcgroupinternational.com www.bcgroupinternational.com Connextions.net 3600 e-Commerce Place, Orlando, FL 32808 (877) 772-6868 Fax (407) 926-2401 sales@connextions.net www.connextions.net Customer Care Institute (CCI) 17 Dean Overlook, NW, Atlanta, GA 30318 (404) 352-9291 Fax (404) 355-5059 info@customercare.com www.customercare.com CyberRep, Inc. 8300 Greensboro Drive, Suite 600, McLean, VA 22102 (703) 917-9170 Fax (703) 917-1556 info@cyberrep.com www.cyberrep.com Archway Customer Service 2 Carlson Parkway North, Suite 400, Minneapolis, MN 55447 (888) 333-1515 Fax (763) 745-1908 info@archway.com www.archway.com ICT Group, Inc. 800 Town Center Drive, Langhorne, PA 19047 (800) 201-1085 Fax (215) 757-7877 info@ictgroup.com www.ictgroup.com Marric Software, Inc. 721 South Pacific Coast Highway, Suite C Redondo Beach, CA 90277 (310) 543-1557 Fax (310) 543-1097 info@marric.com www.marric.com Microsolutions Development Corp. 116 Village Blvd., Suite 200, Princeton, NJ 08540 (800) 897-2162 Fax (609) 897-7965 catraksales@microsolutions.com www.catrak.net Network Direct, Inc. 3942 Glenridge Drive, Suite 100, Sherman Oaks, CA 91423 (800) 843-3123 Fax (818) 788-4629 rwood@networkdirectinc.com www.networkdirectinc.com Phone Pro 2301 East 45th Street, Indianapolis, IN 46205 (800) 888-4893 Fax (317) 546-7779 Marketing@phonepro.com www.phonepro.com Precision Response Corporation 8151 Peters Road, Suite 4000, Plantation, FL 33324 (954) 693-3700 Fax (954) 693-3751 www.prcnet.com Professional Resource Management 50 N. Brockway, Suite 3-5, Palatine, IL 600676 (847) 359-3990 Fax (847) 359-6088 ww.prminc.com The Radclyffe Group, LLC 695 Route 46 West, Suite 103, Fairfield, NJ 07004 (973) 276-0522 Fax (973) 276-0529 vmacaluso@radclyffegroup.com www.radclyffegroup.com RQA, Inc. 8828 North Central Avenue, Suite 103, Phoenix, AZ 85020 (602) 678-4717 Fax (602) 678-4997 retrieve@rqa-inc.com www.rqa-inc.com Solutions Provided 1107A Beaver Dam Road, Point Pleasant, NJ 08742 (732) 701-1661 Fax (732) 701-1662 Jkwieland@pobox.com www.solutionsprovided.com Swallow Information Systems 100 Cummings Center, Suite 420H, Beverly, MA 01915 (978) 867-6000 Fax (978) 867-6012 sales@swallow-us.com www.swallow.com Taction 251 Jefferson Street, Waldoboro, ME 04572 (800) 772-3182 Fax (207) 832-0802 pat.pinto@taction.net www.taction.net Targusinfo 8010Towers Crescent Drive, Fifth Floor, Vienna, VA 22182 (703) 272-6200 Fax (703) 272-6201 info@targusinfo.com www.targusinfo.com Telerx 723 Dresher Road, Horsham, PA 19044 (800) 2-TELERX Fax (215) 347-5800 solutions@telerx.com www.telerx.com TeleSpectrum 443 South Gulph Road, King of Prussia, PA 19406 (888) 343-9870 Fax (610) 878-7931 Services@telespectrum.com www.telespectrum.com The Connection 11351 Rupp Drive, Burnsville, MN 55337 (952) 948-5488 Fax (952) 948-5488 info@the-connection.com www.the-connection.com Wilke/Thornton, Inc. 545 Metro Place South, Suite 430, Dublin, OH 43017 (614) 792-6900 ext. 200 Fax (614) 792-6901 info@wilke-thornton.com www.wilke-thornton.com The Writing Exchange 466 Southern Boulevard, Chatham, NJ 07928 (973) 822-8400 Fax (973) 822-8411 writingex@aol.com http://members.aol.com/writingex/
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