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The Making of a Pan Long 01:33
Last updated: Monday, 20 January 2014 13:10
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Recent activities

Hailee Sosnowski created a new topic Intradiem Joins Executives to Improve the Customer Experience in the forums.
Intraday management leader to appear at conferences on customer service transformation

ATLANTA (April 23, 2014) – Intradiem, the leading provider of intraday management solutions, will join senior executives from around the world this spring to share innovations and research around improving the customer experience.

As customer expectations have increased and technology advancements have changed the way consumers access information, the customer experience has become a competitive differentiator for some and table stakes for many others. Companies must deliver an exceptional customer experience every time, consistently across all channels – a responsibility that often falls on frontline agents in the contact center.

Intradiem is focused on improving the customer experience for its clients’ customers and will be networking with some of the best in the business this spring to share ideas and innovations.

Next week, Intradiem will be part of the Next Generation Customer Experience Summit in Newport Beach, Calif., April 28-30. Executives will join 75 other senior decision makers and business leaders from industry-leading companies across North America to network and share market research and innovative ideas around improving the customer experience.

May 13-14, Intradiem will attend the fourth annual Customer Experience Professionals Association (CXPA) Insight Exchange in Atlanta for world-class learning and networking with customer experience leaders from around the U.S. to discuss their innovative approaches to customer service.

Intradiem has also been invited to join the elite IQPC Executive Customer Contact Exchange in Manchester, U.K., May 19-20. Here, some of the world’s leading minds in customer service will meet to discuss best practices and how to implement the latest tools and techniques required for delivering a consistently outstanding customer experience.

To view a social media version of this news release, visit here.

About Intradiem
Intradiem is the leader in intraday management solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience.
07:59 AM
Mary Rose Macaranas created a new topic Springbot Offers Five Tips to Utilizing Trackable Links to Increase Revenue in the forums.
ATLANTA - April 22, 2014 - In the world of marketing where all activities are quantified and qualified, online marketing is evolving. Ecommerce marketers who want to determine the return on investment (ROI) and revenue attribution for every blog post, email outreach, social media post or online ad rely on tracking tools to quickly identify customer and prospect revenue opportunities.

"There's no room for guessing in the competitive online market and eCommerce retailers can't afford to waste their time or efforts on unsuccessful marketing campaigns," said Brooks Robinson, Springbot co-founder and CEO. "Even with the right marketing platforms and solutions in place, some online businesses are not utilizing these tools to their full capability. But when intelligent data is paired with the right marketing tools, online retailers see positive results and increasing revenues."

Springbot, an Atlanta based company which provides an eCommerce marketing platform to help online retailers grow their revenue, shares five tips to help online merchants fully utilize trackable links in all campaigns.

  1. Use eCommerce focused tools: There are a number of tracking tools available for monitoring everything from social media, sentiment, goals and more. However, an eCommerce specific tracking tool can provide owners with deeper and broader insights into every interaction with their brand through a streamlined dashboard with the metrics that matter to them the most, like which trackable links are increasing traffic, conversions and ultimately driving revenue.
  2. Implement tagging functions: To better serve their customers, online merchants must understand how their audience responds to the different product and category links. Through tagging, online merchants can better understand what type of call-to-action, content piece or author works best for each channel. For example, are Facebook fans more responsive to funny or educational posts? What type of engagement do promotional tweets generate? Who creates the best posts? Examples of popular tags include: funny, educational, promotional, or new product. Many stores also tag the name of the author to create an internal competition to determine who has the greatest impact.
  3. Identify the ROI across campaigns: For repeated marketing success, merchants want more than campaign analytics or email open rates. They want to know the ROI by determining which links are clicked (or ignored), and see the sales driven by those links. This is especially important for campaigns across multiple social media channels and other online marketing efforts such as emails, newsletters, blogs and more. Real-time insights enable merchants to respond quickly by adjusting campaigns to market changes and customer demands.
  4. Leverage detailed insights: Industry specific tracking tools enable online business owners to track marketing efforts with relevant and detailed metrics. Retailers need to know more than how many times a link was viewed. They want to know who viewed the link, where that viewer is coming from, the next actions that took place, whether or not that link drove site traffic, and if the link resulted in a purchase. Without the proper tracking tools in place beforehand, it's nearly impossible to determine the ROI of a specific link.
  5. Get a comprehensive marketing overview: Over time, trackable links paired with other marketing insights will provide retailers with a comprehensive look into the products customers are purchasing, the best channels to use and the types of offers they're most interested in. By understanding the ROI of each link, retailers can develop highly targeted marketing campaigns to increase brand loyalty and ROI.

To see how Country Club Prep followed these steps to exceed expectations and significantly increase ROI from trackable links, visit

About Springbot
Springbot delivers an eCommerce marketing platform to small and medium businesses (SMBs). Founded in 2012, Springbot is a Gold Industry Partner of Magento, an eBay company, and has combined the power of marketing automation and marketing analytics to deliver its Marketing RoboticsTM service. Our SaaS offering integrates and makes simple the data, content and multi-channel marketing tools (social, online, email, etc.) eCommerce SMBs need to drive more traffic, conversions and overall revenue. Springbot helps eCommerce SMBs grow their revenue by taking smarter, data-driven marketing actions.

To learn more information about Springbot, please visit
03:45 PM
Sam Patrick created a new topic EDTS Adds Heath Lane, Mitch Lesser to Southeastern Team in the forums.
AUGUSTA, GA – April 22, 2014 – Southeastern IT firm EDTS has grown again, adding Heath Lane as a network engineer and Mitch Lesser as a Business Development Executive to its fast-growing team. EDTS specializes in providing managed IT services, network security, and advanced infrastructure solutions to Southeastern businesses.

A native of Easley, South Carolina, Mr. Lane has nearly 15 years of business-to-business experience in end-user support and IT networking prior to joining EDTS, with particularly deep experience in the not-for-profit and construction arenas. He holds numerous certifications including Microsoft Certified Network Technician accreditation. Married with one son, he and his family reside in Easley.

Mr. Lesser joins EDTS with nearly a decade of experience in information technology support, service and sales capacities with local and national organizations. A native and current resident of North Augusta, South Carolina, he holds Microsoft Certified Professional and Microsoft Certified Technology Specialist certifications, and earned an Associate Degree in Computer Science from Aiken Technical College.

In their respective roles, both Mr. Lane and Mr. Lesser will help ensure that critical IT systems are available, optimized, and secure, while assisting EDTS customers in increasing team productivity and reducing cost associated with information technology. They will operate across the firm’s Augusta, Columbia and Greenville office footprints.

“Heath and Mitch are talented and customer-focused technology professionals, and we are happy to welcome them to our growing team,” said Charles Johnson, EDTS CEO. “We are constantly seeking the best talent available to serve our clients, and they both are important parts of that strategy.”

# # #

Founded in 1999, EDTS has over 50 professionals serving clients 24/7/365 across the Southeast from offices in Augusta, GA and Columbia and Greenville, SC. A full service technology consulting firm, EDTS specializes in networking, security and managed IT services for business. The firm helps customers increase productivity and reduce cost associated with information technology. EDTS was recently named to the Inc. 5000 Fastest-Growing Private Companies in America for the fourth consecutive year, and honored as one of the fastest-growing companies in South Carolina on the 2013 Roaring Twenties list. Visit them at
01:14 PM
Mary Rose Macaranas created a new topic HomecareCRM Announces Agreement with VITAS Innovative Hospice Care in the forums.
HomecareCRM to enhance sales performance for nation’s largest hospice provider

ATLANTA – April 22, 2014 - HomecareCRM, the industry leader in customer growth solutions for the post-acute care industry, and VITAS Innovative Hospice Care, the nation’s leading provider of end-of-life care, have announced an agreement to deploy the HomecareCRM solution company-wide.

“In today’s ever-changing healthcare environment, we selected HomecareCRM because we needed a partner that truly understands the hospice industry and the specific needs of our company,” said Donald Gaddy, senior vice president of market development and sales with VITAS. “HomecareCRM’s advanced solution meets our needs for a technology that is designed for the hospice industry, integrates to our proprietary EMR solution, can be implemented across our entire sales organization, and leverages mobile technology with optimized knowledge transfer for better customer interactions. We look forward to a long partnership with HomecareCRM.”

HomecareCRM offers EMR integration to its clients, bolstered by Harvest, a unique claims database for lead generation, and unparalleled in the CRM industry space. EDGE, the company’s newest product, is the first and only healthcare-specific CRM solution using predictive intelligence to enhance sales performance.

“Integrating proprietary EMRs with our CRM solution for companies with multiple programs requires a level of experience that HomecareCRM has developed over time through hundreds of deployments,” said Keagen Brown, senior vice president of product and strategy with HomecareCRM. “HomecareCRM continues to be the solution of choice for hospices and other post-acute care healthcare organizations because we deliver the critical data and powerful tools needed by field staff to increase census and expand services into new areas.”

About HomecareCRM
HomecareCRM, LLC, based in Atlanta, GA, is the premier growth partner of post-acute providers. Seamlessly integrating traditional customer relationship management with unmatched electronic medical record interoperability and medical claims data, HomecareCRM delivers quantum leaps in sales productivity and market insight. Provided via a world-class suite of mobile and web-based apps, no solution will delight your sales force and deliver ROI like HomecareCRM. Now in its 8th version, the solution has been implemented by healthcare agencies in 44 states. For more information about HomecareCRM and its recently announced EDGE product, please visit or, for LongTermCareCRM, please visit, or call 1-888-611-0912.

VITAS Innovative Hospice Care, a pioneer and leader in the hospice movement since 1978, is the nation’s leading provider of end-of-life care. With headquarters in Miami, VITAS (pronounced VEE-tahs) operates 51 hospice programs in 18 states and the District of Columbia, including: Alabama, California, Colorado, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kansas, Michigan, Missouri, New Jersey, Ohio, Pennsylvania, Texas, Virginia and Wisconsin. VITAS employs 11,487 professionals who care for terminally ill patients daily, primarily in the patients’ homes, but also in the company’s 37 inpatient hospice units as well as in hospitals, nursing homes and assisted living communities/residential care facilities for the elderly. At the conclusion of the fourth quarter of 2013, VITAS reported an average daily census of 14,364. VITAS is a wholly owned subsidiary of Chemed Corporation (NYSE:CHE), which also operates Roto-Rooter, another wholly owned subsidiary. For more information, visit
10:05 AM
Hailee Sosnowski created a new topic University Federal Credit Union Improves Customer Service with Aptean Pivot in the forums.
Atlanta, April 22, 2014— Founded by a group of University of Texas professors in 1936, University Federal Credit Union (UFCU) has experienced both the advantages and drawbacks of rapid growth as it expands services to an increasing number of university communities in central Texas and Galveston. UFCU, headquartered in Austin, has grown to assets of $1.6 billion and 168,000 members.

As the credit union grew, UFCU’s executive made identifying and communicating with its expanding customer base among its highest priorities. In 2010, UFCU selected and implemented Aptean’s Pivotal Customer Relationship Management (CRM) solution to organize
its members.

“Pivotal has given us a customized CRM experience and helps us provide responsive, thoughtful and personalized customer service,” said Sheila Jo Wojcik, Ph.D., senior vice president of communication & corporate affairs, University Federal Credit Union.

The flexible framework for Pivotal enables the solution to be implemented around a company’s current business processes and workflows. Pivotal provides tailored features for UFCU that include providing detailed member profiles and the ability to match members to products while also delivering a customized level of service across each member’s financial lifetime.
UFCU is currently evaluating the Pivotal Contact Center for future implementation.

“The Pivotal Contact Center would reduce call wait time even further as well as increase the quality of information given to our members,” continued Wojcik. “We will continue to look for customer service improvements within Pivotal, including assisting with authentication prior to agents getting a support call from the members.”

About Aptean
Aptean, a global leader in enterprise application software (EAS), gives businesses of all sizes a competitive edge. We empower people and businesses with end-to-end, industry-specific solutions to address complex business challenges more effectively. Our software applications and professional business services enable more than 5,000 customers to more successfully manage their businesses. Software built specifically for our target markets, aligned with deep knowledge across vertical industries, allows businesses to satisfy their customers, operate more efficiently, and stay at the forefront of their industries.
For more information, visit
07:56 AM
2 days ago
Hailee Sosnowski created a new topic Lego® Emporium Bricks & Minifigs® builds blockbuster business with NCR Silv in the forums.
Mobile POS, NCR Silver helps retailer reinvent the Lego® shopping experience

DULUTH, Ga., April 21, 2014 – Born from two business partners’ lifelong passion for Lego products, Bricks & Minifigs got its start in 2009 – sharing space with a cake supply shop. By meeting the needs of a growing audience of Lego lovers, the store is now the largest aftermarket Lego store in the country with seven stores, including five family-owned franchise locations and two corporate locations throughout the United States.

The stores’ founders had many years of combined retail experience and a keen focus on business operations. With thousands of new and used Lego pieces for sale at their multiple locations, they realized they needed an integrated mobile point-of-sale (POS) system with sales, inventory and customer engagement capabilities from a provider that understands the retail space. A basic cash register simply would not do, but NCR Silver proved to be a perfect fit.

“We run a business where some products may sit on a shelf for long periods of time while rare, hard-to-find collections go at lightning speed,” said John Masek, co-founder of Oregon-based Bricks & Minifigs. “With so much inventory on hand, most of which is tiny pieces, it is extremely important to know what we have in real time so we can better serve our customers who have become accustomed to shopping online, and come to us for our collection of great products and exceptional service.”

The corporate store in Canby, Ore., has four iPads running NCR Silver, two at the counter and two in the hands of staff out on the floor. Employees find that helping customers is easy with Silver since current inventory and customers’ purchase histories are both just a click away. The mobile POS also streamlines operations and helps the retailer operate with real-time data and customer information just as an e-commerce site does.

Creating an exceptional customer experience is key, and Bricks & Minifigs uses the NCR solution to manage their email marketing campaigns and loyalty programs. An all-in-one system on the tablet gives them the familiarity and functionality they need to focus on growing their business and delivering an excellent customer experience throughout their locations.

“Bricks & Minifigs is an inspiring and innovative business model,” said Justin Hotard, general manager, NCR Silver. “Putting real-time information in the hands of associates with Silver is critical for small business owners like John Masek to manage and grow his business into an extraordinary shopping experience for Lego lovers.”

To learn more about NCR Silver’s features, visit the website, or call 1-877-630-9711. NCR Silver provides live, 7-day support and access to Silver SidewalkTM, a customer community portal with information and opportunities to connect with other members. NCR Silver tablet POS runs in the cloud, uses consumer-friendly technology, and works on Apple® devices running the latest iOS.

About NCR Corporation
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables more than 485 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier.

NCR is headquartered in Duluth, Georgia with approximately 29,000 employees and does business in 180 countries. NCR is a trademark of NCR Corporation in the United States and other countries.
03:43 PM
Gerald Cole uploaded a new avatar. 11:13 AM
Heather Miner created a new topic TAG Unveils the 2014 US Senate Candidate Survey in the forums.
ATLANTA (April 21, 2014) – The Technology Association of Georgia (TAG) announced today that it surveyed all Georgia US Senate candidates vying to fill the seat for retiring senator, Saxby Chambliss, in order to gain a better perspective on those running. Each candidate was asked eight questions on issues pertaining to immigration & H-1B visas, digital infrastructure, cybersecurity, STEM education, the patent reform bill, promoting entrepreneurs, and how they would balance the nation’s budget. This survey allows Georgia’s technology stakeholders to understand each candidate’s views on issues that will impact growth of the technology industry in the state.

Recent TAG research showed that the technology industry had a $113 billion economic impact on the state of Georgia in 2013, accounting for 17% of the state’s economy. It is vital for Georgia to pursue policies that stimulate the technology industry in order to attract and retain tech-based companies.

The state of Georgia will hold its primary election on May 20 to fill the senate seat. Georgia residents must be registered by April 21 in order to be eligible to vote.
For more information on the survey and the candidates’ answers, please visit:

About The Technology Association of Georgia (TAG)

TAG is the leading technology industry association in the state, serving more than 23,000 members through regional chapters in Metro Atlanta, Athens, Augusta, Columbus, Macon/Middle Georgia, and Savannah. TAG’s mission is to educate, promote, and unite Georgia’s technology community to foster an innovative and connected marketplace that stimulates and enhances a tech-based economy. The association provides networking and educational programs; celebrates Georgia’s technology leaders and companies; and advocates for legislative action that enhances the state’s economic climate for technology.

TAG hosts over 200 events each year and serves as an umbrella organization for 34 professional societies. Additionally, the TAG Education Collaborative (TAG’s charitable arm) focuses on helping science, technology, engineering and math (STEM) education initiatives thrive.

For more information visit the TAG website at or TAG’s community website at
To learn about the TAG-Ed Collaborative visit
10:38 AM
5 days ago
Christie Williams edited venue Global Payments 10:38 AM
Christie Williams added venue Global Payments 10:28 AM
6 days ago
Angela McMahon created a new topic InterDev Awarded Managed IT Services Contract in the forums.
InterDev Awarded Managed IT Services Contract
for Villages of Buffalo Grove, Glenview, Kenilworth and Lake Bluff;
Helping Municipalities Experience Savings through Shared Resources

ALPHARETTA, GA – April 17, 2014 – InterDev, a leading provider of information technology and security services, today announced that it has been awarded contracts by the Villages of Buffalo Grove, Glenview, Kenilworth and Lake Bluff to provide all services related to Information Technology. The contracts were awarded to InterDev under a newly formed IT consortium, a joint effort among the municipalities to share IT resources in order to gain efficiencies.

“In 2013, several municipalities joined together with the idea that we could secure IT services under one provider and create a shared services environment where staffing and infrastructure would be shared and economies of scale could be leveraged,” explained Todd Hileman, Village Manager of Glenview. “The communities explored the idea in a Request for Information process with a subsequent Request for Proposals process, which resulted in a decision to contract with InterDev. “

“The consortium was particularly attractive to the Village of Glenview because of the efficiencies we’ll gain by reducing our IT spending per user and eliminating duplicate IT systems, plus the improvements we’ll see in our purchasing power when we combine our procurement efforts,” Hileman said.

Participating municipalities were also attracted to the long-term strategic planning benefits, which will allow them to consolidate duplicative infrastructures and improve utilization of existing resources, then develop hardware and software standards that will save money now and into the future.
The consortium’s reliability also means that the villages are protected from knowledge and service gaps that came with traditional staff turnover.

“One of the core benefits of shared services is the ability to gain access to resources ranging from help desk and network administrator all the way up through security engineer and CIO,” InterDev CEO Gary Nichols said. “For smaller villages that might otherwise only be able to afford a single resource, this model allows them to gain access to high quality services that can help them set strategies to remain at the forefront of technology.”

InterDev has acquired a reputation as a leading information technology resource in public-private partnerships (PPP) with municipalities, state agencies and public safety departments throughout Georgia and Florida.

“Government entities are increasingly turning to the private sector to enhance services to their citizens while still controlling costs,” Nichols continued. “These partnerships allow municipalities to maintain their focus on the business of serving their residents while employing specialists to deliver key services both upfront and behind the scenes.”
Statistics indicate that cities operating under a PPP model can enjoy dramatic savings (nearly 30%, according to a recent study by the Georgia Institute of Technology) without any reduction in quality and quantity of services, and in many cases with more innovation and better service delivery.

InterDev, which already provides IT services for more than 30 government entities across Georgia and Florida, was invited to bid and subsequently reached an agreement with the Villages of Glenview, Buffalo Grove and Lake Bluff to provide services beginning in 2014. Because of the firm’s prior experience transitioning new and existing cities, it has been able to anticipate the needs and make plans to stand up operations -- ranging from IT infrastructure to voice and data communications -- in just a few short weeks.

“From the time we first met with representatives of the IT consortium, our team has worked tirelessly to anticipate their requirements and make plans to ensure successful, uninterrupted transition of operations for their staff and citizens,” Nichols stated.

Specific services InterDev will provide under the contract include selecting, configuring, managing, monitoring and maintaining all IT hardware, software and ERP systems. InterDev will also oversee administration of the Villages’ electronic mail servers to comply with state and federal archival requirements, administration of the Villages’ VoIP system, and the development and administration of state-of-the-art security protocols and platforms.

About InterDev
For more than 30 years, InterDev has provided professional Information Technology (IT) services and support for emerging organizations and government entities across the U.S. In addition to managing and hosting IT operations for its valued clients, InterDev also provides leading edge IT security solutions -- based on technologies from Palo Alto Networks, Enterasys and Dell SecureWorks -- as well as telecommunications consulting including VoIP phone systems, and voice and data circuits. InterDev is a proud Microsoft Gold Certified Partner and Barracuda Networks Certified Diamond Partner. InterDev serves customers from offices in Atlanta, Georgia, Chicago, Illinois and Jacksonville, Florida. For more information, visit

07:47 AM