To Present Luncheon Keynote at ACCE 2009 Addressing the Convergence of Customer Service and the Web

    Integration of enterprise cloud computing applications with web-based
    consumer communities to be discussed

    PRINCETON, N.J., Aug. 11 /CNW/ -- The future of customer service in an
increasingly web-based world will be the focus of a newly added luncheon
keynote address at the ICMI ACCE Conference & Expo, October 5-9, 2009 in Las
Vegas. Taking place October 7, it will be presented by Alex Dayon, Senior Vice
President Customer Service and Support Applications at

    With the evolution of the internet, more and more call center customers
are turning to web communities for service, rather than contacting the call
center directly. During this presentation,'s Alex Dayon will
discuss what this change means, and how call centers can be proactive in
turning it to their advantage.

    "The Service Cloud is completely revolutionizing the way companies think
about customer service. By integrating social networks like Twitter and
Facebook with traditional customer service channels, companies can deliver a
new level of customer success," Mr. Dayon said.

    "This keynote will offer a wealth of knowledge on an extremely timely
topic," said Joy Sobhani, Conference Director for ICMI Events. "We are
thrilled to have share their expertise." can be found at Booth #301 on the show floor at ACCE 2009.
On the evening of October 7 they will be hosting a cocktail reception for all
conference delegates, speakers and media.

    ACCE 2009 is presented by ICMI, one of the contact center industry's most
respected organizations. To register to attend the sixth annual ACCE event, or
to find out more about the conference, media registration, and exhibition
opportunities, please visit

    About ICMI
    The International Customer Management Institute (ICMI) is the leading
global provider of comprehensive resources for customer management
professionals - from frontline agents to executives - who wish to improve
customer experiences and increase efficiencies at every level of the contact
center. ICMI's experienced and dedicated team of industry insiders, analysts,
and consultants are committed to providing uncompromised objectivity and
results-oriented vision through the organization's respected lineup of
professional services including: Training and Certification, Consulting,
Events, and Informational Resources. Founded in 1985, ICMI continues to serve
as one of the most established and respected organizations in the call center

    About Think Services
    Think Services connects specialized communities worldwide using
educational events, consulting, training, certification, membership, and
innovative media. Providing comprehensive opportunities for people to learn
from, network with, and inspire each other, Think Services builds strong
brands and works within communities to foster a unique affinity with its
products and services. The division's flagship products include the Game
Developers Conference, the Webby Award-winning, Game Developer
magazine, the International Customer Management Institute (ICMI), and HDI. 
Think Services is a subsidiary of United Business Media, a global media and
marketing services company with a market capitalization of more than $1.6
billion.   To learn more, visit


For further information:

For further information: For ICMI ACCE, Rachel Levy, +1-609-759-4738,; or For, Katy Dormer, +1-415-901-8595, Web Site:

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