Contact Center 411 is an innovative CX consulting firm focused on helping call centers, help desks and BPOs optimize their customer-focused operations across many industries including Travel & Hospitality, Business services, Healthcare and Public Sector
PACE Member: Since 2018
Representative: Brian Golden
LiveVox is the only one-stop-shop for true omnichannel engagement that unifies modern channels, CRM, and WFO functionality into a single cloud customer engagement platform. Facilitating over 14B interactions annually, LiveVox makes omnichannel easy by unifying all conversations and interactions in one place. Founded in 2000, LiveVox is headquartered in San Francisco with offices in Atlanta, Denver, St. Louis, Colombia, and Bangalore. To learn more, visit www.livevox.com.
PACE Member: 3 years
Representative: Dusty Whitesell
Title: SVP, Marketing Services and Chief Evangelist
There’s a distinct goal for every customer contact — whether it’s solving a problem, providing information, making a sale or something else altogether. Arming your contact center with the best, most advanced tools puts you in the right position to achieve those goals. That’s why Noble Solutions came to be in the first place, and why we never stop working to deliver innovative solutions that help turn ordinary customer contacts into extraordinary customer experiences.
1200 Ashwood Parkway, STE 300,
Atlanta, GA 30338
PACE MEMBER SINCE 2004
Lessonly is powerfully simple training software that helps teams learn, practice, and do better work. We are used by over 3 million learners at more than 900 leading companies including Trunk Club, Ibotta, U.S. Cellular, and Zendesk to share knowledge, develop skills, and reinforce best practices. The result is faster onboarding, higher NPS scores, more closed deals, and superior customer experience.
1129 East 16th Street
PACE MEMBER SINCE 2019
Etech Global Services is a global leader of customer engagement solutions serving some of the world’s most trusted brands. Etech is trusted with their most precious assets- their customers. Why? Because Etech honors commitments and delivers; the result is measurably changing behavior while driving business growth and profitability through solutions that engage millions of customers each day across multiple touchpoints using analytical, traditional, digital, mobile and emerging technologies to communicate with your customers when and how they choose.
Etech believes in making a remarkable difference for each other, our customers, and within our communities. Etech’s industry-leading technology services, like Etech Insights, provides you with business insights and analytics that transform your interactions. Etech Insights combines human intelligence with the knowledge and power of artificial intelligence to identify performance-enhancing behaviors and voice-of-customer insights that are not easily identifiable through traditional quality management. Etech’s services enable you to enhance customer experience, increase sales results, meet all corporate governance requirements, and create a competitive advantage of your competition, leading to increased market share.
Etech believes through serving, we are able to make a remarkable difference for you and your customers.
President / CEO
Etech Global Services
1903 Berry Drive
Nacogdoches, TX 75964
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.
We offer ten fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
Executive Vice President
Gatestone & Co, International Inc.
455 N. 3rd Street #260, Phoenix, AZ 85004
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.
5645 Coral Ridge Dr #414
Coral Springs, FL 33076
(844) GO-GRUPO (464-7876)
PACE Member since 2019
Pictured: Isaac Shloss, Chief Technology Officer
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
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 email@example.com for a free consultation and program assessment.
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)
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.
Call Center Coach
Allied 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
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
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.
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 firstname.lastname@example.org.
Infutor Data Solutions
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).
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 email@example.com.
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.
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
Chief Executive Officer
4700 Tama Street SE
Cedar Rapids, Iowa 52403