Company Overview:

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.

Company Overview:

Cyara Solutions is helping Fortune 500 companies around the world redefine their customer service through a better contact center experience. Cyara is a pioneer of next-generation premise and cloud-based solutions for simulating, testing and monitoring IVRs, voice biometrics, outbound dialers, voice callback and contact centers. Cyara performs automated load and functional testing and production monitoring of contact center infrastructure and application components, testing companies’ end-to-end contact center customer and agent experience in a repeatable, automated manner.

Company Overview:

Bimbo Bakeries USA is a leader in the baking industry, known for its category leading brands, innovative products, freshness and quality. We are part of Grupo Bimbo, the world’s largest baking company.

Role of the Center:

The Customer Service Team handles the Contact Center and Social Care for national and regional brands. Customer Care for us means going above and beyond for our consumers. We have created a consumer-centered, best in class approach by responding promptly and efficiently to our consumers. We have established a program in which there is constant communication between the Contact Center and the Social Care team. Dedicated Contact Center Representatives personally reach out to consumers who have an issue or questions. Weekly in-person meetings are held with the Contact Center Representatives and Social Care team to discuss consumer complaints, requests, marketing campaigns, new product launches, trending topics, etc. In 2019, the Team achieved high standards and aligned with the Mission, Vision and Values of our company

Company Overview:

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Role of the Center:

Support customers throughout the world with their issues and open tickets for incidents when needed. Troubleshooting with retailers throughout the country regarding their equipment that they have leased from the company

Company Overview:

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

Act as liaison between business and technology teams to deliver services that improve customer experience, reduce call handle times and reduce call volume.

Company Overview:

Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

Company Overview:

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our carefully selected and well-trained associates go the extra mile working around the clock as a natural extension of our partners' onsite teams to field prospect inquiries, resident maintenance concerns among others, via requests by phone, chat, or email. Our partners have let us know that in a head-to-head comparison with our competitors, we capture more leads and qualified visits resulting in more leases. We are also proud to be our partners' first responders regarding both emergency and non-emergency maintenance issues 24/7. Our associates are service professionals. They are friendly, empathetic and reassuring as they support our leasing and maintenance solutions using innovative tools and continuously improving processes. We never miss an opportunity to deliver prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes! Overall, our company Realpage continues to evolve as an organization as we rethink & continue to innovate the way we lead in the living industry. We change how the world experiences, utilizes, and monetizes rental space - for working, living, or vacationing. And with our contact center solutions offering Contact Center 3.0 now, we continue to lead the industry with enhanced and pace-setting products! We under-commit and over-achieve. We never miss a lead, and deliver a consistent prospect experience, and improve leasing results with Realpage Contact Center.

Company Overview:

Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.

Role of the Center:

Getting the right interactions to the right people at the right time allows agents to solve a customer’s problem quickly and efficiently. Sharpen Empower routes customer calls, texts, webchats, emails, social media, and video interactions to the right agent with the information and data-driven strategies they need to succeed in every interaction. Detailed reporting and analytics let contact center employees visualize important metrics and identify trends, saving money on such issues as staffing and agent performance. At the same time, targeted training and a high-touch support team empower agents in their interactions with customers, resulting in less turnover, increased productivity, and an immediate return on investment.

Company Overview:

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America. Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho. We have developed a reputation with our clients as being a leader and preferred partner in Sales, Customer Service, Technical support and Back Office work, outperforming our clients’ much larger BPO partners within months and often within weeks of launch. We are absolutely flexible to meet any business needs no matter the size and provide the individual attention you need and want from an outsourced partner.

Role of the Center:

We are a smaller BPO providing sales, services and back-office support and processing for a variety of global clients. We do voice work with inbound calls, some outbound calling, email, chat and processing work for clients.