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Contact Center Customer Experience Software and Services Revenue Will Surpass $18 Billion by 2026, According to Dash Research

Dash Network

Today’s business-to-consumer (B2C) and business-to-business (B2B) organizations have been evolving their call centers into contact centers, which are designed to take a more active role in delivering great customer experience (CX) via an omnichannel engagement strategy that focuses on improving the overall experience of the customer across all touchpoints, rather than just traditional call center key performance indicators (KPIs) and metrics. According to a new report from Dash Research, this approach is leading to the purchase of new software and services that not only incorporate basic customer data, but also integrate customer journey information to help provide the most appropriate level of service (which can range from a self-service tool to a voice conversation or other digital interaction with a live agent specialist). The end goal, of course, is to ensure that the customer’s sales, support or administrative engagements with the company are efficient, convenient, and successful. Dash Research projects that the market for contact center software and services will reach $18.1 billion by 2026, increasing from $13.8 billion in 2019, reflecting a compound annual growth rate (CAGR) of 4%. The CX market intelligence firm’s analysis indicates that contact center software is likely to be purchased by organizations that have adequate financial resources to deploy each year, as most contact center software is now being sold via an “as a service” subscription model. Additionally, companies that have a dedicated focus on improving the overall CX are also prime candidates for purchasing new technology, as they realize that single-channel, primarily voice-based CXs are rarely preferred by customers. “Providing excellent and consistent experiences can and will be bolstered by investments in contact center applications, platforms and services,” says principal analyst Keith Kirkpatrick. “But overall improvements in CX ultimately depend on an organization taking an assessment of its current CX policies and procedures, listening to customers, identifying the level of service is wants to provide, and then implementing specific operational and behavioral changes.” Kirkpatrick adds that the key adoption drivers of software for contact centers include: An increase in digital engagement from B2C and B2B customers A mandate for more efficient contact center labor and resource allocation A desire to deploy a multichannel or omnichannel engagement strategy A push to generate revenue via contact centers A demand to improve the overall CX However, despite the increasing appetite for deploying new technology tools to improve the efficiency, speed, and effectiveness of contact centers, organizations face several barriers to implementation, including: Technical integration challenges Issues with data quality and data availability Data governance, privacy, and security concerns Return on investment (ROI) considerations Agent dissatisfaction and turnover Support and training Dash Research’s report, “CX for Contact Centers”, examines the market issues, drivers, and barriers for CX and CE software platforms, software applications, and services that incorporate or facilitate the personalization and/or optimization of CXs. Several case studies illustrating the various ways personalization & optimization efforts are being deployed by end users are included in the report. The scope of the market forecasts includes software that is deployed by Dash Research’s ecosystem of companies that spans 20 industries, 5 world regions, and 3 offerings (software platforms, software applications, and professional services). The forecast takes 2019 as a base year, forecasts market value from 2021 through 2026, and segments the market by offering, geography, and function (CX versus CE). An Executive Summary of the report is available for free download on the firm’s website. Dash Research, the market intelligence arm of Dash Network, provides in-depth research and insights on the worldwide CX market including a comprehensive assessment of technology solutions, business issues, market drivers, and end-user dynamics across industry sectors. Dash Research’s global market coverage combines qualitative and quantitative research methodologies to provide a complete view of emerging business opportunities surrounding contact center technologies, customer data & analytics, customer data platforms, customer insights & feedback, customer relationship management, personalization & optimization, and employee experience. For more information, visit www.dashresearch.com or call +1.720.603.1700. Contact Details Clint Wheelock +1 720-603-1700 press@dashnetwork.com Company Website http://www.dashnetwork.com

March 28, 2022 05:30 AM Eastern Daylight Time

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America's Newest Event Showcasing The Future of Sales

Fortem-International

Fortem International is putting together the world’s leading Sales Innovation Expo on the 6th & 7th of April at the Los Angeles Convention Center. This free event is the largest co-located event showcasing the latest services and technology to keep your business and sales team on track for exponential growth. Join over 5,000 CEOs, Directors of Sales, Executive Account Advisors, Financial Directors, Business Development Executives & other key decision makers over two unmissable days inside the LA Convention Center for free! Get access to the latest services and technology from sales leadership, lead generation tools, CRM software and more by attending the Sales Innovation Expo co-located with B2B Marketing Expo, and Marketing & Advertising Expo. Discover the most innovative and effective business solutions all in one place. The Sales Innovation Expo is the world's leading event for sales and business development professionals. It is a two-day event with 200+ speakers, and 300+ suppliers who are all focused on the needs of marketing, sales and digital professionals. Sales Leadership and Mindset Speaker, Bernadette McClelland expressed her excitement to attend, “I’m so excited to be flying from Australia to LA to be one of the mainstage speakers at this event because all businesses serious about sales and marketing are crying out for fresh, innovative, and competitive ideas to implement so that they can differentiate themselves in this post pandemic economy – and I plan to deliver them!” Attendees will have access to exclusive networking and learning opportunities with our amazing show features. The Networking Lounge presented by Constant Contact will provide unparalleled networking for thousands of like-minded professionals looking to connect with invaluable new business contacts, communicate with industry pioneers, and discuss tomorrow’s next big innovation. Learn more about the ever changing landscape of social media advertising and marketing by reserving your seat in one or all three of our educational Masterclasses! Get the latest knowledge, insights and trends of the digital marketing world presented by the leading experts from Sociallyin, Flying Horse Communications, and Rocket Clicks. Sales Innovation Expo, alongside its co-located events, will highlight the essential components of sales including s ales growth, sales target, CRM, sales leadership and more to generate success. Our Keynote speakers will be discussing transformative solutions for B2B marketing, digital innovation, sales strategies, leadership & innovation! Hear from some of the world’s leading organizations such as: Google, Facebook, Tik Tok,Netflix, Microsoft, Oracle, & More! This is a golden opportunity to build relationships, bring together all leading experts in the marketing and sales field, and discover innovative technologies. Contact Details Fortem-International Laren Fernandez +1 702-707-7627 laren.fernandez@fortem-international.com

March 25, 2022 12:04 PM Pacific Daylight Time

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NCMA Locks in High-Caliber Lineup for World Congress

National Contract Management Association

World Congress, the nation's premier event for contract management, procurement, and acquisition professionals announced the event's return to Chicago with an esteemed lineup to prepare for a "Yes, and" world. World Congress consistently features leaders and influencers as keynote speakers and leaders of engaging sessions. This year, World Congress attendees will hear from the most sought-after experts who continue to drive significant and impactful innovation, including: Chicago Jazz Philharmonic Double Quartet Jason Schenker, President, Prestige Economics and Chairman, Futurist Institute Zach Baumann, Talent Researcher, Air Force Personnel Center Orbert Davis and members of the Chicago Jazz Philharmonic Double Quartet will open World Congress and lead participants in an interactive and entertaining session on what great leadership looks, feels, and sounds like using the concepts of improvisation. Jason Schenker, one of the world's top economic and financial forecasters, will provide his outlook on the economy, financial markets, and labor market. Schenker is the President of Prestige Economics and Chairman of The Futurist Institute. He has been ranked one of the most accurate financial forecasters and futurists in the world. Bloomberg News has ranked Mr. Schenker a top forecaster in 46 categories, including #1 in the world for his accuracy in 26 categories, including for his forecasts of the Euro, the British Pound, the Swiss Franc, the Russian Ruble, the Chinese Yuan, crude oil prices, natural gas prices, gold prices, industrial metals prices, agricultural commodity prices, and U.S. jobs. Zach Baumann, an active-duty U.S. Air Force Support Officer who has been disrupting the DoD status quo since his first day of military field training, will close World Congress with a look at today's gaming communities and explore the power they hold for the future of the DoD. Specializing in the “people” enterprise, Bauman’s work has been repeatedly recognized for his innovative and “why not” approach to solving problems, shaping strategy, and influencing others. Before starting his current job as a talent researcher at the Air Force’s Personnel Center, Baumann completed an MBA at the University of Colorado – Boulder focused on analytics and entrepreneurship. In between classes, Baumann co-founded Air Force Gaming, a grass-roots movement of digital natives that is changing the future of how service members connect. “I am thrilled to welcome Jason and Zach to the main stage, and to bring powerful improvisation skills to our community,” said Kraig Conrad, NCMA Chief Executive Officer. The NCMA community is excited to hear from these world-renowned visionaries and learn how to re-imagine and re-shape the future of contract management. World Congress will be hosted as a hybrid event July 17-20, 2022, with both virtual and in-person experiences. The in-person event will be held at the Hyatt Regency Chicago in Chicago, and the virtual event will be delivered through an immersive online platform. Visit ncmahq.org/worldcongress for more details to learn more about the conference. The National Contract Management Association (NCMA), which was founded in 1959 and is the world’s leading association in the field of contract management. The organization, which has over 18,000 members, is dedicated to the professional growth and educational advancement of procurement and acquisition personnel worldwide. NCMA strives to serve and inform the profession and industry it represents and to offer opportunities for the open exchange of ideas in neutral forums. To find out more, please visit www.ncmahq.org. Contact Details Jennifer Knowlton +1 571-382-1127 jennifer.knowlton@ncmahq.org Company Website https://www.ncmahq.org/

March 25, 2022 09:12 AM Eastern Daylight Time

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CAF AMERICA JOINS AMERICAN CHAMBER OF COMMERCE IN POLAND TO LAUNCH CORPORATE AID FOR UKRAINE FUND

CAF America

CAF America, America’s nonprofit leader in international grantmaking with a network of more than 1.8 million charities globally, announced the launch of Corporate Aid for Ukraine (CAU) Fund in partnership with the American Chamber of Commerce in Poland’s (AmCham Poland) Corporate Aid for Ukraine initiative and with the support of the honorable U.S. Ambassador to Poland, Mark Brzezinski. The CAU Fund is a donor-advised fund that empowers corporations to provide effective, impactful aid to Ukrainians during this dire time. The fund is a critical resource in the current humanitarian aid landscape, providing access to frontline aid, enabling tax-deductible donations, providing support from the U.S. Embassy, and ensuring all charity partners are validated charitable organizations, among others. “We are honored to be working in partnership with the American Chamber of Commerce of Poland,” says Ted Hart, President & CEO of CAF America. “CAF America is currently working with over 50 charitable organizations across Europe to provide humanitarian support for Ukrainians, and this fund will help further those efforts by creating access for corporate donors to ensure their charitable contributions have the highest impact and go to those most in need.” “Corporate Aid for Ukraine and AmCham Poland are in a unique position to help the Ukrainian people, including the more than three million refugees who have fled their motherland – of which more than two million have already arrived in Poland,” says John P. Lynch, Founder of CAU, and AmCham Treasurer and Board Member. There is a massive and unprecedented need for financial support for humanitarian aid. “U.S. corporations and businesses are an incredibly important source of funding on the frontlines for aid,” says Tony Housh, Chairman of AmCham Poland. “Our advisory board and AmCham Poland will work in partnership to closely monitor the evolving situation and respond promptly to emerging needs and rapidly evolving challenges as this humanitarian crisis continues to develop.” Benefits of the CAU fund include: Frontline Aid. AmCham Poland, the board and volunteer executives are on the front line of the Ukrainian humanitarian crisis. The Critical Role of Poland. Poland is an EU and NATO-member nation bordering Ukraine. 62% of Ukrainian refugees are in Poland. There are proven open supply-chains into Ukraine from the Polish border. The CAU and AmCham board has decades of experience and are well-connected with Polish government, institutions and businesses, plus has strong contacts within Ukraine. We can get things done here near the front line. Tax-deductible donations. Corporate or individual donations to the CAU Fund to support Ukrainian aid will be fully tax deductible (under U.S. tax laws) as CAF America is a US public charity. U.S. Embassy Support. As AmCham's Honorary Chairman, U.S. Ambassador Mark Brzezinski “applauds AmCham's role in creating Corporate Aid for Ukraine and encourages U.S. firms to support front line Ukrainian humanitarian efforts such as the CAU Fund.” Donations from outside the United States. The CAU Fund can accept donations from companies and individuals from around the world, but non-U.S. donors should check their local regulations regarding the tax-deductible status of donations. Donations made to the CAU Fund in non-dollar currencies will be converted to US dollars and distributed to grantees in the currency of their preference. Strictly humanitarian aid. To qualify for tax-deductibility, donations must be used exclusively for humanitarian efforts. Among the many uses, your donations will be used for the purchase of food, hygienic products, medicines and medical supplies, and more. Straight to those in need. AmCham-appointed CAU donor advisors will advise donated funds to established, validated charities in Poland and aid organizations on the front lines providing immediate support to Ukrainian citizens in the country and refugees in Poland. Full Vetting. Every grantee will be vetted by both Charities Aid Foundation America and CAU / AmCham Poland. As AmCham's Honorary Chairman, U.S. Ambassador Mark Brzezinski said he “applauds AmCham's role in creating Corporate Aid for Ukraine and encourages U.S. firms to support front-line Ukrainian humanitarian efforts such as CAU. I am in deep admiration of this unprecedented initiative to help your neighbors in crisis. This is a perfect example of the very best the U.S. can be in the face of a crisis of historic proportions.” To learn more, please visit https://amcham.pl/corporate-aid-ukraine. About CAF America A leader in international philanthropy since 1992, CAF America (Charities Aid Foundation of America) has been assisting corporations, foundations, and individuals in making strategic, effective, and tax-advantaged gifts internationally and domestically. Whether supporting organizations worldwide, providing swift responses to major disasters, or helping build connections between global communities, CAF America turns donors' visions into impact. CAF America's worldwide reach translates into more than $1.5 billion in donor funds and over 1.8 million eligible organizations in 110 countries. About CAF The Charities Aid Foundation is a leading charity operating in the UK and internationally. Our work connects and enables the vital organizations, institutions and individuals working together to ensure that everyone has a stake in the future. We believe that the agency of lasting change lies across sectors and borders, in the hearts, minds and hands of those driven to make a difference. We exist to accelerate progress in society towards a fair and sustainable future for all. Experts in safe and effective cross-border giving, CAF is a UK-based foundation that works with private philanthropists, businesses, individuals and Government in the UK, US and Canada to send funds to charities working across hundreds of causes around the world. Contact Details Curley Company Erika Dyer +1 703-906-6368 erika@curleycompany.com Company Website https://www.cafamerica.org/

March 24, 2022 02:55 PM Eastern Daylight Time

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Minuteman Press Printing Franchise in Libertyville, Illinois Has Grand Opening

Minuteman Press International Inc

Tamika and Martin Neal are the new owners of their Minuteman Press franchise located at 113 E. Cook Ave., Libertyville IL 60048. They recently held their grand opening in conjunction with the GLMV Chamber of Commerce. Tamika says, “At Minuteman Press in Libertyville, we pride ourselves on personalized service. We can transform your vision into a creative, professional product for a full range of printed materials.” Prior to becoming Minuteman Press owners, Tamika and Martin worked in real estate and law enforcement. Tamika shares, “Martin was and is currently a police officer. I was a realtor and we jointly invested in real estate primarily in Chicago.” “We chose to franchise with Minuteman Press because they are highly ranked in the printing industry and have a proven track record of success. We were very impressed with the ongoing training and support and the ability to have a local field representative assist us as we grow our business.” -Tamika Neal, Minuteman Press franchise owner, Libertyville, IL Already, Minuteman Press in Libertyville is helping their clients by providing high-quality, in-demand products. Tamika says, “We’re finding that brochures, booklets, and direct mail are in very high demand. These marketing materials help businesses stand-out, stay top of mind, and attract new customers.” For more information on Minuteman Press in Libertyville, visit https://minuteman.com/us/locations/il/libertyville. Learn more about #1 rated Minuteman Press franchise opportunities at https://minutemanpressfranchise.com. Contact Details Chris Biscuiti +1 631-249-1370 cbiscuiti@mpihq.com Company Website https://minutemanpressfranchise.com

March 22, 2022 09:15 AM Eastern Daylight Time

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Roberts & Ryan Teams with Robert Irvine Supporting Our Nation's Veterans

Roberts & Ryan Investments, Inc.

Contact Details For Press Inquiries Please Contact Joe Pecoraro +1 917-658-8945 jpecoraro@roberts-ryan.com Company Website https://www.roberts-ryan.com

March 22, 2022 09:00 AM Eastern Daylight Time

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Kamau-Imani Appointed Election Integrity Chief

Sharon Macasil - Media Kamp, LLC.

In the aftermath of what can only be called a disastrous 2022 Texas Primary, the Texas Nationalist Movement (TNM) has created a new task force focused on Texas election integrity. Apostle Claver T. Kamau-Imani has been appointed Director of the TNM Election Integrity Task Force. Kamau-Imani’s recent post was as campaign manager for the 2022 Texas Lt. Governor candidacy of Daniel Miller. He currently serves on the TNM Advisory Board, is Chief Counsel to the President of the TNM, and chaplain. The 420,000+ members and supporters of the TNM are outraged at the conduct of the just-concluded Texas primary and the organization’s leadership team is intent on expanding its activism to include the issue of Texas election integrity. A Statement from Apostle Claver T. Kamau-Imani: “It’s very humbling and an honor to have fellow Texas-first, liberty-driven patriots continue to call on me to play critical roles in our collective activism. I want to express my gratitude to the TNM brain trust for expressing such confidence in my leadership abilities. “This is a daunting task. We must educate our members, supporters, and concerned Texans of all political stripes about the untrustworthiness of the Texas election system. The task force will achieve three objectives: continue investigation, build an election ground force through the establishment of a coalition, and construct the framework for 2023 election integrity legislation. “As of now, Texas does not have a trustworthy election system. The electorate is full of doubt about election outcomes. Until a trustworthy election system is created in Texas, the legitimacy of the Texas government will remain in question.” A statement from Daniel Miller, Founder and President of the TNM: “Over the years Claver has become an important part of our team. Post-election he has already been working on this issue, and it was a natural choice to ask him to continue his current work of investigation into what happened in the 2022 Texas Primary, but also take the lead on establishing the ultimate solution to this most-crucial component of our state governance.” Contact Details Sharon Macasil Sharon@mediakamp.com

March 21, 2022 01:07 PM Eastern Daylight Time

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Breeze Airways Joins NACA

National Air Carrier Association

The National Air Carrier Association is pleased to announce that Breeze Airways, Inc. (“Breeze”), has joined as NACA’s 20th airline member. “NACA is delighted to welcome Breeze as a full member,” said NACA President and CEO George Novak. “David Neeleman and his team present the flying public with affordable, eco-friendly flight options, with 77 routes between 28 cities in 18 states. With Breeze onboard, we now provide a more unified voice in Washington, D.C., for the nation’s low-cost and ultra-low-cost carriers, the fastest growing segment of the U.S. airline industry. Our continued growth demonstrates the strength of our advocacy on behalf of our members.” “The National Air Carrier Association provides their airline members with a valuable opportunity for discussions of consumer, economic, safety and security regulations with Members of Congress, and DOT, FAA, and TSA staff,” said Breeze CEO David Neeleman. “We look forward to working with NACA on addressing key issues facing the air transportation industry.” NACA’s low-cost and ultra-low-cost airline members include Allegiant Air, Avelo Airlines, Breeze, Frontier Airlines, Spirit Airlines and Sun Country Airlines. This segment is leading the airline industry recovery from the Covid-19 pandemic, as leisure travel quickly returned to pre-pandemic levels. About NACA Founded in 1962, NACA is the leading voice for airlines that provide affordable transportation of passengers and cargo, with its 20 U.S. airlines serving six continents. NACA members fill a unique niche in the air carrier industry, providing scheduled and non-scheduled passenger and cargo services to meet the ever-changing demands of the traveling public, businesses, and the U.S. military. For more information, please visit https://NACA.aero. About Breeze Airways Breeze is a U.S. Part 121 domestic flag airline flying a mix of Embraer 190, 195 and Airbus A220 aircraft. The airline provides scheduled nonstop passenger service between 28 cities across 18 states. Founded by aviation entrepreneur David Neeleman, Breeze is a low fare carrier offering “new, nice and nonstop flights” between secondary airports, bypassing hubs for shorter travel times. Breeze’s mission is to make the world of travel simple, affordable and convenient, using technology, ingenuity and kindness to improve the travel experience. For more information, please visit www.flybreeze.com. Contact Details National Air Carrier Association Dan Stohr +1 703-517-8173 dnstohr@naca.aero Company Website https://naca.aero/

March 21, 2022 11:29 AM Eastern Daylight Time

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Get SAT Introduces Two New FULLY Electronic KU ESA Solutions for Aviation, Land, and Maritime

Get SAT

Get SAT is proud to introduce its two newest electronically steerable antennas (ESA), the LESA Aero Ku and the Sling Blade KU Land Maritime (LM). Designed from the ground up for Multi-Orbit/Multi-Constellation operations. These Ku ESA designs use Get SAT’s breakthrough 2D fully electronically steered antenna (ESA) system for SATCOM-on-the-move connectivity. Get SAT’s ESA systems are fully integrated, all in one terminal that are scalable in size and performance to fit various applications in the air, on land, or at sea. LESA Aero Ku is a small, compact solution that will support all ranges of airborne platforms sizes to include wide-body aircraft, executive aviation, and rotary-wing operations, basically any in-flight connectivity. Its low-profile design makes it perfect for integration on any aviation platform to include already in place fuselage mount designs. LESA also enables the end-user the ability to switch from LEO to GEO operations on the move in an instant providing true multi-Orbit operations. Sling Blade Ku LM is Get SAT’s latest design for use with land and maritime on the move platforms with the most stringent of environmental requirements. The Sling Blade Ku LM will provide a fully integrated package including modems. Sling Blade Ku LM’s low profile, compact design allows for a myriad of installation options to support a range of military and commercial use cases. Its Multi-Orbit capabilities will allow government and military planners to support a robust PACE plan for C5ISR requirements. Get SAT’s two new ESA designs have a number of key features: both have 2D beam steering, are full-duplex, and conduct handover between satellites in <800ms, in addition to multi-beam operation. Designed with no moving parts, no calibration is required therefore providing long-term reliability and lower maintenance costs. They are optimized for mobile connectivity, have a short acquisition time, and excel in high dynamic tracking in harsh environments. Kfir Benjamin, Get Sat CEO says: “Get Sat has listened to our valued customers and partners. These two new Ku ESA designs are a culmination of two years of data and requirement gathering from our most valued Government and Military end-users. We are extremely proud to deliver what we feel will be a critical piece in future C5ISR planning to provide no-fail communications in the harshest environments” Meet us at the Satellite 2022 Show, booth #1524, at the Walter E. Washington Convention Center Washington, DC. About Get SAT Get SAT is the leading provider of Micronized Satellite Terminals. The InterFlat is the latest breakthrough in antenna panel technology, providing the world’s highest efficiency performance in the smallest package. Combining the InterFlat with our state-of-the-art control and tracking mechanism, creates the most powerful and fully contained satellite terminal system. The InterFlat is a leap forward in capability and SWaP, enabling us to provide truly portable, full-duplex, wide-band satellite communications. Get SAT customers include top-tier defense, commercial and technology companies. The Get SAT team is composed of industry-leading experts with multi-disciplinary skills, dedicated to providing an exceptional, agile, and affordable customer experience. Contact Details Get SAT Ayala Pinhasi +972 76-530-0700 info@getsat.com Company Website https://www.getsat.com/

March 16, 2022 11:00 AM Eastern Daylight Time

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