We are deeply grateful for the support of our corporate sponsors. By supporting the 2019 AGCCP conference, these companies enable government contact center professionals to share best practices, solve problems and learn about the latest technology affecting our industry. In a very real way, these sponsors are helping to enhance the customer and employee experience.
A Gold Salesforce partner, Incapsulate helps organizations realize true digital transformation by pecializing in cloud-based technologies, digital analytics, and mobile solutions. We are a leader in Salesforce-based 311 CRM Solutions, helping cities such as Washington DC, Boston, Indianapolis and Dallas better serve their citizens and engage their communities through intuitive design, streamlined workflows, and real-time analytics. Click here to learn more about Incapsulate.
The Oracle Cloud offers complete SaaS application suites for ERP, HCM and CX, plus best-in-class database Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) from data centers throughout the Americas, Europe and Asia. For more information about Oracle (NYSE:ORCL), please visit us at oracle.com.
Motorola Solutions is a leading provider of mission-critical communication solutions for Public Safety and transforming government service delivery for Public Service.
As a longtime partner to Government, Motorola provides platforms and cloud solutions that help improve worker productivity and constituent services. Our software applications are designed to help agencies automate and streamline citizen service delivery to improve performance management and citizen satisfaction. We are helping people be their best in the moments that matter. Click here to learn more about Motorola Solutions.
GCS Global Contact Services
GCS is committed to improving communication and results at each point of human contact. They have developed a soft skills and training process that gives agents the confidence and know how to discover their peak. Use of these skills enhances customer satisfaction, internal communication and coaching performance.
Since 2001 GCS has provided contracted contact centers, consulting and training for their clients. Learn more at www.GCSagents.com
Say THIS, Not That….Most of the time is a soft skills mastery program that benefits ALL employees. Ideal for those on the phone or meeting face to face. Your customers will love it too!
The training material was developed in conjunction with, and endorsed by, the Association of Government Contact Center Professionals (AGCCP) to address common situations encountered when interacting with the public. GCS has been providing contact center services for over 15 years. The same concepts found in Say This, Not That are used in a GCS managed center that was named #1 in North America in 2015 by Benchmark Portal.
Rock Solid Technologies
Rock Solid Technologies™ is a software products research and development company with headquarters in San Juan, Puerto Rico and offices in Austin, Texas, Raleigh, North Carolina, Santo Domingo, Dominican Republic, and Panama City, Panama. Since the beginning, we have distinguished ourselves by the development of high quality software solutions for public and private sectors customers in the Caribbean, the USA and Latin America. Ranked as one of the leading Information Technology development companies in the Caribbean, Rock Solid Technologies™ has over 125 employees serving customers in over 25 countries.
We offer solutions based on Microsoft Dynamics Technologies including financial systems, customer relationship management business intelligence, and custom software development projects utilizing either the xRM or .NET development platforms. We are vertically focused on the public sector, both statewide and at the local level (municipalities, cities or countries) and various distribution industries. Learn more about Rock Solid Technologies
Qscend Technologies, Inc.
QScend Technologies, Inc., is an industry leader in CRM/311 software for local and county governments. Government entities and 311 call centers across the country use our citizen request management software (QAlert) to improve citizen service, increase efficiency, re-engineer processes, and measure performance. Click here to learn more about Qscend Technologies, Inc
Citibot makes government customer service more efficient, more accessible, and more responsive to all citizens through our interactive text message platform.
We leverage AI to help contact center staff to do less menial work so that they can do more meaningful work and solve more problems for residents. We care your community, and we want to make government customer service easy!
Catalyst Consulting Group, Inc.
For the past 27 years, Catalyst has leveraged technology to transform and improve the way municipalities deliver services to their constituents. Most recently, Catalyst worked with the City of Chicago to modernize the city’s 20-year-old 311 system. The cloud CRM solution improved departmental business processes by moving the city from manual processes to digital, and also brought automated service request updates, a native mobile application, and an interactive community portal to Chicago residents. Click here to learn more about Catalyst Consulting Group, Inc.
A Customer’s Point of View, Inc
A Customer’s Point of View, Inc. (ACPVIEW) was formed in 1997 to provide anonymous shopping, service evaluations, monitoring, compliance, service discrimination testing, customer satisfaction surveys and training to businesses nationwide, and has effectively provided these services for over twenty (20) years. ACPVIEW’s expertise has been equally applied to our own client support and has earned us a reputation as a customer focused, results oriented and quality driven organization.
ACPVIEW applies our expertise in customer service, evaluation techniques, and technology to each client project. Our clients highly value the integrity, timeliness and business orientation ACPVIEW consistently delivers. This combined expertise has resulted in high client retention
with clients in all major industries. It also drives results that are both meaningful and actionable for the client and business managers within the
client organization. Our proven skills and expertise are the reason that clients with MANY service options rely on ACPVIEW
where the results matter most:
• Selected to perform secret rider programs for several transit agencies throughout the country.
• Selected to perform mystery shops at four of the world’s largest and busiest airports (Atlanta’s Hartsfield-Jackson, Dallas-Fort
Worth, and Detroit Metropolitan Wayne, LAX). Conducted ground transportation, retail/food service concessions as well as
customer care representatives’ anonymous shops. Shoppers undergo background checks and FBI fingerprinting.
A Customer’s Point of View- Corporate Snapshot
Years in Business: 21
Industries Serviced: Banking, Transit, Food Service, Retail,Research, Entertainment, Services
Headquarters: Atlanta, GA
Client Base: National, Regional and Small Business
Shops conducted: US, Canada, Mexico
Shopper Database: International Primary Processing:
Web-based reporting system
Shoppers: ~30,000 Survey Access: 24 – 48 hours
Click here to learn more about A Customer’s Point of View, Inc.