We are deeply grateful for the support of our corporate sponsors. By supporting the 2018 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.
Salesforce empowers government trailblazers to meet the demands of modern missions by enabling leaders, managers, and employees with the tools they need to connect data, resources, citizens, and partners with reduced risk and the complexities of traditional IT through secure, scalable enterprise Cloud applications and development platform (SaaS and PaaS). salesforce.com
Learn more about Cisco https://www.cisco.com/
ANM designs, implements, and supports IT solutions from the leading providers of technology, including Cisco, EMC, Microsoft, Citrix, VMware, and F5. By focusing on these industry leaders and technology trendsetters, we are able to deliver a high level of expertise that is unparalleled in the region. We have dedicated professionals working with this list of manufacturers to ensure that our engineers are experts in the products we sell. ANM enjoys a high customer retention rate, as well as an excellent employee retention rate.
With experienced technical leadership, solid financial management and community involvement, ANM has become a recognized leader in the Information Technology industry. Our expertise, combined with our demonstrated success in delivering integrated technology solutions, makes ANM a compelling choice for large and mid-size customers.
ANM is headquartered in Albuquerque, NM and operates in Colorado, Texas and New Mexico. In addition to Albuquerque, ANM has offices in Denver (CO), Colorado Springs (CO) and Las Cruces (NM).
Learn more about ANM https://anm.com/
Base Camp Sponsors
Coveo combines intelligent search and AI technologies to personalize every agent experience with their constituents . Coveo brings together content across multiple sources wherever it reside and applies machine learning to deliver the most relevant information to the agent at the point of interaction — creating quicker and more meaningful interactions. Learn more about Coveo https://www.coveo.com/en/solutions/contact-centers
Incapsulate, a woman-owned small business with offices in Washington DC and Boston MA has extensive experience helping commercial clients and governments at all levels – Federal, state, county and local – leverage innovative, cloud-based technologies to streamline operations and to better deliver for the public.
A leading provider of Salesforce-based CRM/311 systems, Incapsulate is working with local governments across North America to improve citizen services and gain new insights into performance. Drawing on our experiences, we have developed a reusable framework and related components that sits on top of the Salesforce platform. These “Capsules” (as we call them) provide pre-built public-sector specific functionality such as service request management, work order dispatch, and customer self-service.
Implemented via simple point-and-click configurations, the Capsules can help clients accelerate delivery, reduce risk, and lower operating costs. Collectively, Incapsulate-led CRM/311 implementations are helping to provide services to millions of residents and daily visitors in some of our nation’s leading cities and counties.
We also have a focus on licensing and permitting solutions for the public sector. We’ve delivered licensing solutions to support early education providers at the statewide level and have developed a licensing-specific Capsules to provide pre-built solutions supporting multiple industries.
And in today’s world, data is the lifeblood of any organization looking to be its best. We specialize in developing real-time analytics and data visualizations that complement our solutions. We have helped government agencies from the White House on down build dashboards that provide public transparency, operational intelligence, and actionable insights. Learn more at http://www.incapsulate.com/
Empowering Organizations to Connect to People.
Adoxio is a KPMG Company, and the newest, most exciting, fastest moving Microsoft practice. KPMG Adoxio is known around the globe in the Dynamics communities for its expertly-configured, solutions that connect organizations to people. KPMG Adoxio creates industry-leading Customer Relationship Management solutions built on Microsoft’s Dynamics 365, providing platforms with a complete end to end service flow across all channels, as well as offering installation, configuration and managed services. KPMG Adoxio’s products and services are trusted by industry leaders, with more than 300 customers worldwide.
Adoxio was named a Microsoft Gold partner in Cloud Customer Relationship Management, Customer Relationship Management, and Application Development. Additionally Adoxio was the Winner of the 2016 IMPACT Award for innovation in Dynamics CRM and the Microsoft Dynamics Canadian Partner of the Year for 2016. Products include Connect 365, VeloCITY 365 – 311 and Citizen Engagement, Regulate 365 – Licence and Permit. www.adoxio.com
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. Learn more and watch a demo at //Info.gcsagents.com/training
NWN Corporation provides you with proven information technology services and solutions designed to solve your business problems. We couple our expert engineering team with the best technologies in the industry to bring you proven solutions that are designed just for you. We work side by side with you to solve business problems as though they were our own. NWN offers solutions in:
- Converged Infrastructure
- Managed services
- Unified Communications and Collaboration
- End-user Computing and Mobility
- Talent Acquisition Services
We have deep expertise in the technologies and services that are the building blocks of a vital and nimble enterprise. www.nwnit.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. www.motorolasolutions.com/premieronecsr
Rock Solid Technologies
RESPOND© is a civic engagement platform that provides a centralized way to connect with your citizens. This web-based solution is configured according to the requirements of local governments and takes advantage of predefined and configurable process workflows that have been built thru years of experience with government agencies, counties, municipalities and public corporations. Learn more at http://rocksolid.com/
Teleopti, a top, global provider of workforce management software, offers a world-class WFM solution that is sophisticated, localized and easy to use. As the largest “best-of-breed” vendor, Teleopti focuses on helping contact centers, back offices and retail stores improve customer service, employee satisfaction and profitability – through optimized, automated forecasting and scheduling with cutting-edge features to empower and engage employees. Founded in 1992, Swedish-established Teleopti has customers in 90 countries, numerous offices around the world – from Beijing to São Paulo – and a comprehensive global network of partners.
We help contact centers manage and optimize their workloads, in a way that engages their employees to excel in their most valuable activity; their customer meetings.
Be the global leader in contact-center workforce management.
Teleopti’s Core Values
We believe in speed, professionalism, commitment and closeness. These values permeate our day-to-day conduct both with customers and partners as well as internally. Read more about the core values on our career website! https://www.teleopti.com/wfm/about.aspx
City of Columbia
Columbia, MO is home to more than 120,000 citizens and sits in the center of Missouri between Kansas City and St. Louis. With three nationally recognized colleges, Columbia is known for being a “cool neighborhood in a big city, with a young vibe, an active buzz and an engaged community.” Columbia offers an abundance of cultural opportunities.
For City of Columbia to serve its community through democratic, transparent and efficient government, it operates the Contact Center and Utility Customer Service divisions to engage its customers. The Contact Center is a central point for customers to receive the answers and City services they need. Utility Customer Service serves the utility customers, and both ensure that everyone receives a positive customer experience.
The City of Columbia is looking forward to hosting the 2021 AGCCP Conference! como.gov
Founded in 1993, UPN helps government call centers discover and implement solutions, strategies and technology that best fit their unique needs. Following our principle of providing 100% unbiased and vendor-neutral advice, UPN has trained and advised over 200 clients from every major continent. Our government call center services include:
- 311 & Call Center Strategy
- Technology Analysis, Selection & Contract Negotiations
- System(s) Implementation & Project Management
- Developing and Implementing CRM Strategies to Optimize the Citizen Experience
- Best Practices Research, Advocacy and Training for Government Call Centers
We look beyond all the vendor glossy brochures and are dedicated to finding you the right solutions at the best price. As a result, recent government clients have saved hundreds of thousands of dollars off unnecessary technology expenses as a result of our objective and expert advice. Contact UPN to discuss how we can help your government call center optimize operations and customer service by leveraging proven technologies and strategies. http://www.utiliplan.com/upncallcenters.html
Qscend Technologies, Inc.
QScend Technologies, Inc. is a leader in 311 software solutions. QAlert Citizen Request Management solution streamlines the request process in cities, counties and 311 call centers, statistically proven to reduce calls, improve communications and save staff time. QAlert includes a mobile and website app for citizens with a call entry app and automated work-flow system for staff. www.QScend.com
As the leading provider of cloud-based call-back solutions, Fonolo eliminates hold time and improves the way call centers interact with their customers on the web, mobile or by phone.
Fonolo’s In-Call Rescue solution gives your customers the option to “press 1 to get a call-back from the next agent”, while Web Rescue and Mobile Rescue power your website and mobile app with click-to-call-back capabilities.
Fonolo’s cloud-based technology works with any call center infrastructure and has minimal impact on your existing processes. An optional on-premise appliance can also be added to comply with strict security requirements.