Jim Needham Email & Phone Number

Marietta, Ga, Us

Since 2005, Advantage Point Solutions has helped customers dramatically improve operational efficiency in their Contact Centers, Front Office and Back Office operations. We are first and foremost a consulting company, specializing in optimizing high performance Contact Center operations. We extend those capabilities into the rest of the enterprise with our Robotic Automation and Analytics practice. Because successful and sustained improvement efforts are data driven, APS professionals have core competencies in the leading contact center, automation, and analytics platforms. If you need to show improvement in weeks, not months, contact APS.

Thousand Oaks, Us

ViaSource Solutions offers several contact center options including; remote agent expertise, near shore and US brick and mortar solutions resulting in a compelling price performance proposition. We offer a true multi-channel contact center solution and routinely integrate with most any client systems environment. ViaSource Solutions has the expertise to lower your customer support costs, increase your revenue and sales conversion rates and improve your first call resolution statistics.

Boulder, Colorado, Us

Aspect helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel – through a single, elegant software platform. As the global leader in customer engagement solutions, our unified interaction management, workforce optimization and back-office solutions seamlessly orchestrate people, processes and touch points for today's top brands in aviation, financial services, healthcare, manufacturing, telecommunications and retail.Wherever you're looking to remove communication and workflow barriers or automate more productive business processes, Aspect solutions allow you to build on your existing customer contact, workforce optimization and enterprise technology investments so you can put the contact center squarely at the center of the customer experience.

Plano, Texas, Us

Working Solutions does one thing: We are Transforming the way the World Sells and Supports Customers. We connect the CROWD to the CLOUD.Working Solutions is a leader in virtual contact centers. Founded in 1996, Working Solutions was the first company to utilize an entire workforce of home-based customer sales and service agents. Today, with a community of more than 110,000 registered agents, Working Solutions will help companies execute on the customer strategy by focusing on the new rules of engagement, NPS scoring, loyalty, and life-time “value” of the customer. We improve top-line revenue and profitability for our customer partners while delivering your "branded" customer experience.

Calgary, Ab, Ca

Aria Solutions is a Certified Genesys Gold Partner providing turnkey solutions and software products that enhance the Genesys solution. Our suite of CIMplicity software products and services includes analytics, simulation, routing, reporting, IVR, WFM, outbound, desktop, and back office. The more complex, the better we like it. Aria’s total solutions including integrations with Salesforce.com and MS Dynamics CRM will help your enterprise drive positive customer experience and increase agent productivity.

Multi-channel Customer Interaction Management: Easy. Fast. Painless. Profitable.Just because technology can solve a complex business problem doesn’t mean it has to be stuffy, cumbersome and hard to use. Our multi-channel customer interaction management hub is built around the idea of simplicity and that includes everything from the user experience to how we deliver our technology to you. Swyft extends your existing CRM such as Salesforce.com deployments and just makes them work better! Your employees aren’t faced with learning something complex, getting started won’t disrupt the business, and IT gets to skip an agonizing implementation project. The Swyft Interaction Hub is delivered using a true multi-tenant software-as-a-service model. Our Swyft Concierge Service manages the platform for you, eliminating reliance on dedicated IT resources. Translation: no risk to give us a try, fast deployment, no burden on IT resources, automatic cutting edge feature enhancements, and simply the quickest time to value. Results are improved revenue, reduced customer churn, and increased customer satisfaction.

Houston, Texas, Us

Joined EDS to bring sales, technical and BPO and CRM sales executive experience to newly formed team with goal to develop a customer life cycle relationship between EDS clients and their contact center and other BPO clients. Responsibilities include working with clients to bring new delivery and BPO and CRM service offerings to Enterprise and Service Provider market. Engaged in major client opportunities including telecom, healthcare, insurance, and transportation industries to provide leadership for EDS BPO, CRM, and contact center offering. Responsible for mobile device management solution within CRM organization.• Mobile device management responsibility• Successful in establishing new delivery model into key client to assist the client with improvements to ROI and customer satisfaction ratings resulting in 50% growth of the EDS capacity provided to this client• Engaged as part of a team working with major hospitality institution to improve customer experience and reduce costs through blend of improved use of technology and increased agent skills• With a focus on the customer experience each of these projects involved engagements with multiple partners to drive a complete comprehensive solution for our clients

Joined Convergys to manage 3 of its target accounts. Responsibilities included finding new CRM and mobile applications opportunities in accounts in which there was little or no presence.• Created significant pipeline within 6 months in accounts with little presence• Recommended and helped created Customer Steering Council• Member of internal product steering committee representing sales organization• Closed contracts contributing to company’s revenue and client’s ROI and customer satisfaction

Burlington, Ma, Us

Held several positions with Nuance during its startup. Joined Nuance as Account Director to assist in formation of new consulting sales team selling speech recognition software and applications to the North America enterprise market. Was promoted to Director of Sales managing team of consulting sales executives.• Sold world’s first natural language speech recognition implementation which front ended contact center handling more than 200M calls per year. Results were immediate improvement in customer satisfaction ratings with an ROI of less than 9 months.• Sold the largest implementation of speech recognition for wireless industry allowing for hands free operation of cell phones.• Closed significant speech enabled contact center project for one of world’s largest service providers with multiple international contact centers.• Consistent over-achiever and multiple winner of President’s Club.