More than 40 Exhibitors Announce New Products, Services, Demonstrations, and More Ahead of ICMI Contact Center Expo 2019

8x8, Bright Pattern, NICE inContact, Sharpen, Talkdesk, and others among those making announcements

COLORADO SPRINGS, Colo., May 06, 2019 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, today reveals announcements from more than 40 leading companies exhibiting at ICMI Contact Center Expo 2019. Each company will showcase their latest products and services in the Expo Hall Monday – Wednesday of the event, providing attendees with the opportunity to receive a first-look at new innovations and explore the latest in the industry within a hands-on environment.

ICMI Contact Center Expo 2019 will take place May 13-16, 2019 at the Diplomat Beach Resort in Hollywood, FL. To learn more about the event and to register, please visit:

“I’m thrilled to see all of the innovative products and services that our exhibitors will be showcasing in the Expo Hall next week,” said Patty Caron, Event Director, ICMI. “Our attendees will have the chance to mingle with leading providers in the industry and experience live demonstrations that will help them explore the best solutions for their organization.”

ICMI Contact Center Expo 2019 Exhibitor News:

8x8 (booth 703) will demonstrate how to transform customer experiences with the 8x8 cloud-based contact center solution that fosters collaboration across the enterprise, enabling companies to drive first contact center resolution. New features on display include AI-based speech analytics that helps companies identify new opportunities.

AcuCall (booth 200) will showcase cloud-based Unified contact center solutions from its Omni-channel platform that is PCI, TCPA and HIPAA compliant. CenterMaster delivers a seamless experience across all media touch points increasing customer engagement and driving results to ensure optimal efficiency, increased revenue opportunities, and lower operating costs.

ADDASOUND (booth 1020) will showcase its Crystal Series Headsets in both Quick Disconnect and USB headsets. Addasound’s headsets range from Noise Cancelling (Good) to Advanced Noise Cancelling (Better and Best in Class). With its unique design and flexibility, Addasound will demonstrate how to achieve the best noise cancelling from their products.

AGENT511 (booth 616) will showcase how it notifies customers via MMS with automated videos including safety tips, weather, and calls to action before a storm hits. During restoration, an interactive picture message delivers additional map, weather, and details. Customers receive a personalized, self-explanatory animated video bill with due dates, balances, payment options and more.

ASC Americas (booth 1116) announces the release of its compliance recording solution on Salesforce AppExchange, the leading enterprise cloud marketplace. The application caters to financial institutions and contact centers for high levels of compliance, enhanced service and higher productivity and reliability. ASC customers benefit from its integration partnerships with Unify, Mitel, IPC, Cisco, and Broadsoft.

Authority Software (booth 106) will round out its cloud-based workforce optimization suite for contact centers and introduce Authority Time™, a key addition to a product family that already includes quality recording management, scripting and patented PCI compliance applications that are easy to use and can be deployed in record speed.

BPA Quality (booth 112) will showcase its Remote Call Monitoring, Mystery Calling, Surveys, Speech Analytics and Training in over 40 languages worldwide at ICMI Contact Center Expo 2019.

Bright Pattern (booth 709) will demonstrate the most effortless and personal omnichannel cloud contact center software for innovative midsize and enterprise companies. The omnichannel platform now features newly released Omnichannel Quality Management for better quality assurance and consistency across all channels and AI powered sentiment analysis and automation.

Calabrio, Inc. (booth 413) will showcase the latest version of its customer experience intelligence suite, Calabrio ONE. With a radically modern and intuitive new user experience and powerful embedded analytics, Calabrio ONE transforms the way organizations work by providing AI-fueled insights to enrich human interactions.

Call Design (booth 301) will feature the newest additions to its best-of-breed range of WFM - WFO - WEM solutions, including the latest release of its Mobile WFM App; as well as their latest WFM Consulting and Training offerings for beginning and advanced users.

CallN (booth 205) will showcase its advanced “Enterprise” product at ICMI Contact Center Expo. This cloud-based solution is fully ISO accredited and utilizes advanced AI Transcription derived from call recordings to deliver automated PCI Redaction and agent scoring for enhanced productivity and compliance measures.

Cambridge Sound Management (booth 621) will showcase its sound masking systems that are perfect for keeping contact center employees focused and less distracted. The sound masking technology emits a barely perceptible noise that makes surrounding conversation less comprehensible, therefore keeping workers less bothered and more productive.

Chetu (booth 622) will showcase its premier contact center software solutions at ICMI this year; including cloud contact center software, Automatic Call Distribution (ACD) software, auto/predictive dialers, third-party call center software integration (Zendesk, LiveAgent, XCally), and more.

Cirrus Response Inc. (booth 1104) presents an award-winning functional and feature rich CCaaS solution with integrated voice, IVR, Omni, AI capability and resiliency (99.999% proven up-time), as well as its Omni solution with more channels than any competitor. Also see Cirrus Translate, which enables real-time translation between agent and customer (20+ languages).

Cognigy (booth 1112) will introduce Cognigy.AI 3.3, which includes webchat features that enable new possibilities for user interaction, powerful process editor development UI’s, and Natural Language Processing improvements. It also includes important enterprise features to support enhanced security, privacy, and monitoring.

ContactUS Communications (booth 1001) announces its new customer experience software, MotionCX, offered to outsourcing clients to drive customer satisfaction and reduce headcount through increased efficiency. MotionCX includes a social media care platform, a real-time performance management application, and a customer relationship management system, with plans to launch Omni-Channel AI bots later this year.

Content Guru (booth 309) will unveil its latest developments in machine agent technology. The brain® Machine Agent enables customers to converse with organizations with or without a human agent present, leveraging its AI toolset to automate and augment voice and web chat interactions. This feature sits alongside the storm® cloud contact center platform.

Edify (booth 209) will showcase its brand-new platform that connects employees with each other and businesses with customers. Use a single dashboard from only one vendor for all of your business communications. The Edify platform redefines the way businesses manage customer experience (CX) and internal cross-team collaborations.

Employment Technologies (booth 820) will showcase its award-winning line of EASy Simulations at this year's ICMI Expo - specifically designed to help contact centers hire great people fast. Offering fun and engaging pre-employment testing to pinpoint the best talent, EASy Simulations are designed for mission-critical roles, including: Agents, eReps, Collections, Team Leaders and more.

Five9 (booth 503) will showcase the Intelligent Cloud Contact Center at ICMI Contact Center Expo 2019. With customer expectations at an all-time high, the Intelligent Cloud Contact Center transforms customer experience into customer loyalty.

Fonolo (booth 909) announces it has combined its mobile and web call-back products into a single “widget”, which supports scheduled call-backs, live status updates, and customizable styling.  Featuring an optional CAPTCHA security field and geo-load balancing, it can be accessed securely and quickly from anywhere in the world.

Freshworks (booth 511) will showcase its customer-for-life software at ICMI Contact Center Expo, including its very own omnibot Freddy along with omnirouteTM; routing mechanism that works across email, chat, and voice. 

Global Response (booth 521) will showcase its brand-immersive approach to delivery of omni-channel inbound customer service, drawing on 45 years of experience.  The U.S.-based contact centers focus on strong partnerships and flexibility of customized operations to support branded customer experiences across voice, chat, email, text/sms, social media and personal letter.

Hiya (booth 1107) will showcase its Sponsored Caller Profiles service, which allows businesses to improve calling operations by providing caller context with their company logo and name. Through this service, businesses can control the appearance of their calls to customers and prospects.

Interactions (booth 111) will showcase its Intelligent Virtual Assistant that combines conversational AI with human understanding to help enterprises engage with customers in highly productive conversations across channels and at scale.

Language Services Associates (booth 300) will demonstrate its unique approach to multilingual customer support native apps and platforms, designed to help contact centers reduce 3rd party spend and average handle time while increasing bilingual agent productivity and non-English speaking customer satisfaction.

Lessonly (booth 417) will showcase its omnichannel practice offering for more realistic and effective contact center training including audio, video, email, chat, and ticket scenarios. Practice also enables managers and trainers to evaluate practice scenarios with custom criteria to give helpful feedback and coaching online.

Lightico (booth 1000) will demonstrate how contact center agents use instant digital collaboration to simplify complex customer processes like completing eforms, esignatures, secure payments and collecting and verifying documents - even with customers on their cell phones. This streamlines business processes and improves AHT, TAT and NPS.

Mitel (booth 304) will showcase enhancements to its contact center portfolio. These include innovations based on the company’s partnership with Google Cloud, infusing advanced AI and machine learning into its virtual agent, agent assist and analytics capabilities. Mitel will also demonstrate its new CCaaS solution, MiCloud Connect CX, powered by Talkdesk.

Neustar (booth 512) will showcase its award-winning Inbound Authentication and Outbound Dialing solutions. These solutions help businesses optimize contact center efficiency, mitigate call blocking and spam-mislabeling, increase RPC rates, and improve the consumer experience.

NICE inContact (booth 801) will showcase NICE inContact CXone, the world’s #1 cloud customer experience platform. CXone helps organizations to be outstanding 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.

OrecX (booth 920) announces a strategic partner ecosystem consisting of systems integrators, open source vendors, speech to text companies and speech analytics providers. These partners use the OrecX call recording engine to offer ‘call recording as a service’, enhance their speech analytics and biometric solutions, and improve data readiness of BI applications.

Pipkins (booth 400) will showcase eSMART™, part of its Workforce Network™ WFM solution suite. With eSMART, Pipkins has streamlined schedule management and adherence monitoring, consolidating your staff’s schedules, actuals and deviation information on one screen. eSMART’s Intelligent Editing and Automated Editing capabilities also significantly reduce supervisory/administrative time previously devoted to schedule edits/adjustments.

ProScheduler (booth 1117) will showcase Playbook, its new real-time adherence tool, along with its full suite of tools including: forecasting, schedule optimization, Call Traffic Report, Agent Performance, Time and Management, Training Planning tool, Advanced Targeting tool, Management Reports tool and Traceability tool.

ScreenSteps (booth 1005) will demonstrate Call Flows, a type of job aid that dynamically guides agents through questions, decisions, and step-by-step procedures. It cuts the time it takes for agents to be proficient (i.e. meeting target hold times, call duration, and quality metrics).

Sharpen (booth 602) will showcase its Agent Experience Score (AXS). Using a proprietary algorithm, AXS aggregates and quantifies agent efficiency, effectiveness, and empowerment (a new Sharpen contact center metric), enabling managers to provide more personalized and meaningful training and coaching for happier agents and a better customer experience.

SmartAction (booth 1008) will share its latest demonstration of AI-powered virtual agents for CX-obsessed contact centers. The demo illustrates how SmartAction cloud-based virtual agents automate conversations traditionally handled by live agents over voice, chat, and text.

SpeechIQ (booth 821) will showcase its revolutionary, cost-effective speech analytics and quality management platform that makes it easy to unlock the vast amount of data within your call recordings. This platform helps drive agent productivity, operations efficiency and improved customer experience.

TalentKeepers (booth 1004) will showcase their stay interview solution CLEAR Connections®. This award-winning solution provides tools for leaders to discuss their employee’s aspirations, preferences and growth to ignite employee engagement and retention.

Talkdesk (booth 700) will showcase its award-winning Enterprise Cloud Contact Center, backed by an industry-first 100% uptime SLA, featuring on-site demos of recent enhancements powered by Talkdesk iQ. Discover how an actively intelligent, powerfully simple, seamlessly connected and endlessly adaptable, enterprise-class solution from Talkdesk makes customer experience a competitive advantage.

TCN (booth 913) announces its new TCN Workforce Optimization feature to elevate agent engagement and performance and strengthen contact centers’ customer service. This new business analytics tool captures customer experience data from phone interactions, e-mail conversations, social media posts, chat sessions and workflows to assure quality customer service at all times.

Telnyx (booth 1021) will demonstrate how it helps automate and optimize call flows within contact centers to better manage customer conversations. Telnyx voice and SMS APIs make it easy to build feature-rich communications into your applications, like real-time media streaming and advanced analytics — all on a private global network.

Trillys Systems (booth 1017) will showcase Actucall, a true real-time call center application for managing the reporting of call progress messages and call detailed records. With Actucall, customers can think and record data outside of the box.

unymira (booth 921) will present its comprehensive knowledge platform, which is unique in the market, offering both internal and external use, self-service, intelligent chatbots, social media integration and more. The solution helps service agents to find accurate and up-to-date answers quickly, every time and enables contact centers to maximize productivity.

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About ICMI  
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

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Heather Donner