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Member Spotlight

August, 2019

Interactions with clients or customers are key to an organization’s success. NGNCloudComm – Grupo NGN's flagship product - supports the powerful opportunities of proactive customer connections maintaining a 360-degree view of them, helping you be more responsive, efficient and customer focused while maintaining a superior inbound and blended experience across virtually any channel.  This powerful and open platform pays for itself quickly by improving your ROI as it allows you to accelerate change and empower your end users - requiring fewer resources to operate.  To complement our platform, we offer services in areas such as network support, telecommunications/internet delivery, cloud hosting, custom software design services, and much, much more.  Grupo’s goal is to be a collaborative partner by being nimble and delivering the same sense of urgency to you that is expected of your business units and clients. 

Grupo NGN
5645 Coral Ridge Dr #414
Coral Springs, FL 33076
(844) GO-GRUPO (464-7876)
PACE Member since 2019
Pictured: Isaac Shloss, Chief Technology Officer




 



July, 2019

Congratulations to Corporate Advisory Solutions,LLC (CAS), our July Member Spotlight. Every month, PACE highlights a member who provides exemplary service and positively impacts the contact center industry. CAS provides merger and acquisition (M&A) advisory (both sell-side and buy-side representation), market research/intelligence, fair market valuation/fairness opinion, capital raising and business plan development/implementation services.

Upon gaining an understanding of their clients' business model, CAS develops a strategy that is best suited to helping them achieve their business objectives.  CAS takes great pride in its historical success in helping business owners and key decision makers achieve their desired business outcomes in a concise and confidential manner.

Founded in 2013, CAS professionals bring more than 40 years of experience helping clients in the outsourced business services (OBS) sector to develop and implement successful growth and exit strategies. They have been a PACE member since 2018.

"At Corporate Advisory Solutions, we believe in honest, open and candid dialogue with clients and prospects. We exercise transparency with our clients throughout the entire engagement."

Corporate Advisory Solutions, LLC
HQ: 2001 Market Street, Suite 2500, Philadelphia, PA  19103
2 Wisconsin Circle, Suite 700, Chevy Chase, MD  20815
PACE Member Since YEAR: 2018
Pictured: Michael Lamm, Managing Partner

 




June, 2019

Fidelum Partners is a research-based consulting and data analytics firm specializing in customer and agent loyalty insights, strategies and results.  We take pride in building lasting relationships with our clients and keep their best interests at the forefront of everything we do.
 
Our breakthrough HUMAN Brand customer and agent experience model has been cited in over 250 peer-reviewed academic papers and validated through application with over 160 brands in eight countries and seven languages.
 
We work with customer service organizations, contact center operators and technology partners to measure, manage and deliver customer and agent experiences that result in lasting loyalty and financial growth.
 
Contact us at info@fidelum.com for a free consultation and program assessment.

Chris Malone
Managing Partner
Fidelum Partners

 



May, 2019

United Nearshore Operations (UNO) is a global BPO and Call Center company providing award winning services in multiple languages since its launch in 2004. UNO currently holds 70% of the local contact center market share in Santiago, Dominican Republic; making it the largest and most stable call center service provider in the region.
 
UNO abides by the most stringent standards and best practices which have been instrumental in fostering our successful relationships with our clients. Some of our certifications include HIPPA, PCI DSS Level 1; alongside embracing: ISO 27001, Six Sigma, and COPC standards.

As part of our diverse portfolio, we provide multi-tiered services to Fortune 100 and 500 clients in: Consumer electronics, Telecommunications, Retail, Heal/Life Insurance, Financial/Banking, as well as Hardware/Software verticals via Voice/Chat and Email support.

We have the experience and knowledge to match agent resources to exceed your clients account expectations. We know the importance of your clients CSAT and NPS scores and work collaboratively with you to exceed those goals. 
 
We have been delighting our clients since 2004 and continue to expand our company to provide growth opportunities to our employees. 

PACE Member Since 2008
Winston Pichardo Llenas
Director of Operations
United Nearshore Operations (UNO)




April, 2019

Accelerating supervisor training with the world’s only virtual blended learning academy for emerging and existing contact center supervisors. Follow our Supervisor Success Path and rapidly develop leadership skills with our blended learning system of a Community of Practice (CoP), boot camps, industry insight webinars, micro-learning, elearning, and certification.

Jim Rembach
President
Call Center Coach 





 



March, 2019

Allied GlobalAllied Global began operations in 2005 in Guatemala City with a 50 seat Contact Center, providing services for a local telecommunications company. In 2008, Allied Global started providing services to U.S. based companies. In 2013, Allied Global acquired Marketlink Inc., a US company with more than twenty years of success in the contact center industry. Today Allied Global has grown to 5,000 seats and more than 7,000 employees.

 

With operations in Guatemala, Honduras, Mexico and the US, Allied Global uses analytics to match highly engaged team members to the best outcome possible, whether in a customer engagement or sales environment, their data analysis proactively positions their team to ensure a lasting, positive effect on customer interactions.


 
Allied Global provides a wide range of quality contact center solutions, recruits high-quality talent, develops and delivers ongoing specialized and consistent training for all agents, and yields a highly-experienced management team who works with senior leadership to expedite key decisions and better serve their customers. They have been a PACE member since 2010!


Nevres Genc Vargas
Chief Commercial Officer
Head of Client Services
Allied Global




 



February, 2019

BBC Technology Solutions is an IT hardware provider that specializes in providing high quality, certified pre-owned business class computer equipment and IT Lifecycle Solutions. Founded by Michael Sutter in 2009, BBC delivers long-term IT hardware solutions, from initial investment to asset liquidation, using strategies to ensure companies’ needs are being utilized and costs minimized.   BBC partners with its’ clients to analyze their current IT asset implementation and create strategies for improvement with refurbished business class IT hardware.  Whether going through a technology refresh, expansion, or both, customer contact centers can rely on BBC to deliver IT hardware that is ready-to-go upon delivery, ensuring that companies can benefit from improved engagement, productivity, and avoided maintenance costs.  

From improving the performance and efficiency of systems to lowering direct and indirect costs, BBC has helped hundreds of companies maximize their IT hardware investment while minimizing the IT hardware costs.   BBC’s services include company imaging, Microsoft ® licensing, computer refurbishment, asset liquidation, data eradication, buyback programs, and instant, on-site replacement programs.  Current clients report saving an average of 50% on their annual IT budget, and most importantly, BBC supports the creation of a sustainable technology lifecycle that benefits all.

BBC’s dedication to one-on-one personal client relationships and their drive to be efficient, flexible, and quick has made them of the preferred IT hardware vendors for customer contact centers across North America for the last decade.
Michael Sutter, Founder and CEO


 


January, 2019

Quality Contact Solutions (QCS) is one of the largest outsourced B2B telemarketing vendors in the PACE membership.  QCS owners, Dean & Angela Garfinkel, along with a large team of professionals ensure every client program achieves the established goals on a daily, weekly and monthly basis. 

In addition, the QCS team boasts a deep bench of telemarketing compliance experts, including two Consumer Engagement Compliance Professionals (CECP) and an SRO auditor.   QCS is also a PCI level 1 since 2013.

Our specialty is sales; Telesales, Inside sales, Existing customer cross-sell, Lead generation, Sales lead qualification and Appointment setting.

At different times over the last 10 years, both Dean and Angela have each received the coveted PACE Fulcrum and Foundation awards. Angela served on the Central Chapter Board and Dean served on the Nation Board and served as PACE Treasurer.


 

Angela Garfinkel

Dean Garfinkel

 


December, 2018

ERC is an agile, results-driven contact center that specializes in managing every part of the customer lifecycle, from customer acquisition to customer care to tech support to recovery and collections. Founded in 1999 by Kirk Moquin and Mark Thompson, ERC has gone from being a small firm specializing in recovery and collections to a company with thousands of employees and offices across four continents, capable of handling any customer service needs. ERC’s entrepreneurial spirit and dedication to building relationships are the reasons that the company is the customer solution provider of choice for so many Fortune 500 companies.
 
From the very beginning, ERC has been able to connect clients with unrivaled talent and technology, thanks to the company’s continued investment in both developing local workforces and implementing the latest technological breakthroughs. Whether in Orange Park or Durban, every ERC employee has access to comprehensive training and benefits, as well as high-tech tools to help them carry out their jobs effectively.
 
ERC has been in the BPO and recovery business for almost two decades, and it’s this experience that informs every decision the company makes. ERC does not compromise on quality, and is dedicated to providing the best results and the highest value possible to its clients.

PACE Member Since 2018.  ERC's SVP of Client Solutions is Drew Allen (pictured).  He can be reached at drallen@ercbpo.com.




November, 2018

Infutor Data Solutions
is the expert in Consumer Identity Management. We are 100% focused on enabling brands to instantly know what they need to about consumers, exactly when they need it.
 
With deep experience building and linking elite, trusted data sources, Infutor is a specialist in delivering solutions that accurately verify, score and complete consumer identities as well as build and maintain robust consumer profiles using demographic and lifestyle attributes.
 
Armed with this knowledge, our clients can verify more leads, improve lead quality and provide a relevant experience to their customers across inbound and outbound channels and devices.
 
Infutor’s ID Max solution was awarded the 2018 PACE Technovation Award for its ability to help organizations complete, verify, update and enhance fractional consumer information for an improved customer experience.

Infutor has been a PACE Member Since 2018.  Infutor's CEO is Gary Walter (pictured).

 




October, 2018

Since 2005, NobleBiz has innovated award-winning cloud solutions, performance-based routing, and data aggregation on a business reporting platform that reduces call frequency and improves contact rates. Together with our extraordinary customer service, NobelBiz has earned a solid reputation across the US and abroad.

Named one of the “20 Most Promising Business Intelligence Service Providers"? by CIOReview, our innovation creates products, like LocalTouch® and VitalSigns® - that are increasing performance and enhancing productivity for inbound and outbound calling.

NobelBiz™ is a contact center technology company innovating world-class voice, cloud contact center and business intelligence solutions.  NobelBiz is located in Carlsbad, CA and has been a PACE member since 2018.

Throughout his career, Steven Bederman, President of NobelBiz (shown) earned his reputation as an analytical, highly adaptable transformative leader with extensive experience in strategic planning, organizational development, innovative resolutions, and problem solving.  Steven can be reached at steve.bederman@nobelbiz.com.

 




September, 2018

Aureon Contact Center™ is an Iowa-based Contact Center company that specializes in creating and managing first class customer experiences.  We have been providing help desk, technical support and customer service to a wide variety of industries for more than 20 years.  With our omnichannel solution, we offer inbound and outbound phone, e-mail, SMS and chat solutions as well as social media moderation at a number of service levels and models.  
 
Aureon Contact Center recognizes each partner has unique needs, requirements and expectations.  We provide personalized support for each client and focus on being responsive to changing needs and expectations.
 
Aureon Contact Center is a partner that will be a key part of your success by providing The Right People, The Right Technology and the Right Locations.
 
Aureon Contact Center Corporate offices are in West Des Moines, Iowa.  Our contact centers are located in: Marshalltown, Newton, Jefferson and Manning.
 
Aureon Contact Center is owned by Iowa Network Services, Inc. (INS).  INS is a consortium of 122 Iowa Telephone Companies that provides state wide end to end communications, information technology and business and technical services including internet, broadband, video, fiber and co-location facilities for corporations, government and telephone companies.  
 
The synergies generated by the combination and collaboration of Aureon Contact Center with Iowa-based INS and the other Aureon business units further enhances Aureon Contact Center position and potential in the marketplace.  Aureon Contact Center together with Aureon Technology and Consulting provide our clients with a partner that is built on a solid foundation for contact center solutions and the ability to grow with us, as needed, with multiple solution areas.
Aureon is the proud 2018 winner of Technology Association of Iowa’s Large Technology Company of the Year.

 

August, 2018


As Chief Executive Officer, Founder and Owner of Infinity, Tom Leidigh understands what it takes to build an award-winning inside sales and service agency. As a recognized leader in inside sales execution and methodologies, Tom’s primary focus is on industry leadership, expansion strategies, channel relationships and new company capabilities.

With more than 25 years in business, Infinity has built a solid reputation as an industry leader in building high-performance programs that go beyond their client’s current revenue targets and achieve, what Infinity has labeled, a “New” 100% revenue goal.

With their strategic, data-driven, consultative approach to building out high-performance client programs we understand why their tagline reads “Get Customers and Keep Customers”. Infinity’s approach to the client relationship one that is foundationally built on a collaborative partnership, a partnership that not only provides clients with best practices and above average industry standards, but one built on integrity, transparency and openly sharing their years of insights and experiences with clients. An approach that has defined Infinity as best in class and garnered them the title of being the “Innovation Center” for program pilots and launches by a highly prominent and globally recognizable client.

Headquartered in Cedar Rapids, Iowa with locations in Farmington Hills and Bingham Farms, Michigan and soon in Manila, Philippines, Infinity is not only able to provide clients with the best in class service, but best in class staffing though their highly skilled, in-house recruiting professionals and strategic staffing partners.

To learn more on partnering with Infinity www.infinitydelivers.com

Tom Leidigh
Chief Executive Officer
(800) 341-0802
4700 Tama Street SE
Cedar Rapids, Iowa 52403




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