Call Centre & Customer management expo show guide51Exhibitor Profi leseRecruit Solutions (Prysm Group)Stand G347th Floor Tower House, Fairfax St, Bristol, BS1 3BN, UKt. 0117 9299441 jon@erecruitsolutions.com www.erecruitsolutions.co.ukerecruit solutions were set up to help high volume recruiters dramatically reduce their cost per hire. one of our happy contact centre clients commentates below."our previous agencies charged us £450 per person hired, so in the last 18 months erecruit have saved me over £800,000. a huge achievement!"Etuma LtdStand G46Koetilantie 3, 00790, Helsinki, 00790, Finlandinfo@etuma.comwww.etuma.cometuma provides an actionable insight service for enterprise feedback and automatic ticket prioritisation and classifi cation. Based on an in-depth linguistic understanding of language structures, semantics, syntax, dialects, and slang, our natural language processing engine provides the world's fastest and most accurate discussion topic and sentiment identifi cation.Experience Kiosks LtdStand F302nd Floor, 3 Brindleyplace, Birmingham, B1 2JB, UKt. 0845 371 2292 info@experiencekiosks.comwww.experiencekiosks.comWe provide the latest state-of-the-art technology enabling companies to collect, manage and report on customer interactions. This functionality is delivered on a lease basis through our touch screen kiosks and now iPad solutions.With our full end to end solutions you can collect, manage and report on customer data seamlessly.FiveLeadStand D11RH International Ltd, D-67, Okhla Phase-1, New Delhi, 110020, Indiat. 0871 711 9311 alok.anjan@fi velead.co.uk www.fi velead.co.ukFivelead is one of the growing lead generation and online marketing network. it's a leader in online digital marketing which makes it easy to turn every online communication into a powerful business generation tool.Genesys TelecommunicationsStand D20Genesys House, 100 Frimley Business Park, Frimley, Camberley, Surrey GU16 7SG, UKt. 01276 457000 caroline.fi nch@alcatel-lucent.com www.genesyslab.comGenesys software solutions from Alcatel-Lucent Enterprise manage customer interactions over phone, Web and mobile devices. The Genesys suite handles customer conversations integrated across multiple channels including Social Media. Genesys solutions drive improved customer engagement and underpin millions of customer interactions daily for 4,000 companies and government agencies in 80 countries.Goldcrest SolutionsStand F4Bloxham Mill, Barford Road, Bloxham, Banbury, OX15 4FF, UKt. 0870 061 0100 andy.mccormick@goldcrestsolutions.co.uk www.goldcrestsolutions.co.ukmicrosoft dynamics and management Customer experts.Quality providers of innovative solutions and professional services for microsoft Crm including call centre solutions and complaint and correspondence handling software.Grass Roots ProjectlinkStand H50Our House, 60 Waldegrave Road, Teddington, Middlesex TW11 8LG, UKt. 020 8977 9776f. 020 8977 1203contact@grassrootsprojectlink.com www.grassrootsprojectlink.co.ukgrass roots projectlink is the uK's leading recognition and incentive business. whatever your employee recognition needs, we have innovative and creative solutions that can be working for you immediately with minimum set up times, branded to your organisation and at a price that suits all budgets.Human Capital Services LtdStand I161st Floor, 3 Royal Exchange Court, 85D Queen Street, Glasgow, G1 3DB, UKt. 0843 289 0427 simon.boyle@hcsgroup.net www.hcsgroup.nethuman Capital services provide a web-based, fully integrated software solution. our cloud based product, BusinessBox, offers multi-module deployment to suit business-critical needs. Functionality includes hr manager, timesheets, expenses, sales Crm and project management. no expensive technology or upfront license fees, BusinessBox is simple and cost effective. I-Net Communications Group plcStand B1368 Lambard Street, Suite 608, London, EC3V 9LJ, UKt. 0844 9939300 f. 0800 8100 000eugene@inetplc.comwww.inetplc.comI-Net Communications is a fully converged 21CN network operator providing a comprehensive suite of PSTN and IP based telephony solutions and hosted service models. Residing within BT's 21CN Core, I-Net's management platform and web interface offers unique control to instantly activate and change numbers, routing and application features.The International Director visited mainland China and HongKongin autumn 2010 to promote the objectives of the Institute and the skills of its members as well as to find outabout the construction and built environment sector. ThePresident, President-Elect and Chief Executive made a highlysuccessful visit to the Hong Kong Centre in April, withpositive promotional results, including the presentation ofthe Technical Excellence winning award to Benoy for FerrariWorld. In 2010/11 a number of trade and academic delegationsvisited the Institute from China including Beijing Institute ofArchitectural Design,Ministry of Construction, ChinaAcademy of Building Research and Ministry of Housing andUrban Rural Development.The International Director continues to work withKonstruktorforeningen(KF), the Danish association ofconstructing architects, and the Association of ArchitecturalTechnologists in Ontario (AATO) to endeavour to gainrecognition of our members in Canada and vice versa. CIATis a member of the AEEBC, the Association of BuildingSurveyors and Construction Experts (Association d'ExpertsEuropéens du Bâtiment et de la Construction) and as such isinvolved in the development of EurBE, an accreditationscheme for AEEBC's members to improve recognitionthroughout Europe. EurBE will be launched in 2012.ConductBetween June 2010 and June 2011, the Institute held fiveConduct Committee meetings and considered eight formalHearings and nine Preliminary hearings. Of the formalHeaings, six members were found in breach of the Institute'sCode.The disciplinary sanctions (which have all been featured inAT magazine) have ranged from reprimand to expulsion.Disputes over terms and issues relating to professionalindemnity insurance continue to be the main areas ofcomplaint.In 2010 the Institute had one of its decisions appealed against. The appeal was heard by the IndependentAppeal Panel, administered by the Construction IndustryCouncil (CIC) and the Institute's decision was upheld. Documents, information sheets and articles published by thePractice Department during the year included a revisedPractice Services and Information, to include Code ofConduct changes, Delineation of Roles, Planning Conditionsand Termination Do's and Don'ts. Information notes onBS9999 (Code of practice for fire safety in the design,management and use of buildings) and Light ReflectiveValues have been produced in conjunction with RIBA and BRE(Building Research Establishment). A Party Wall 'Pack' hasalso been produced for members, comprising the Party WallAward, Party Wall Letter and Notices relating to the PartyWall.The Practice Department also produced and published a Cessation of Practice information pack for members who either retire, declare bankruptcy or insolvency or whosepractice goes into administration.CIAT is actively involved in the promotion of BIM and hasrepresentation on CPIC (the Construction Project InformationCommittee), the CIC (Construction Industry Council) BIMForum and the CIOB (Chartered Institute of Building) DesignManagement Group. An 'e-group' for BIM has also been setup for use in all areas of the Institute including Membershipand Education. The policy in relation to the use of the logo and sitesignboards was extended to cover public sectororganisations.The Practice Department continue to disseminateinformation through and consult via the fourteen PlanningFocus Groups that were set up in 2009.Total members peaked at 9,326 in December 2010 with arecord number of registered practices and overseasmembers. The number of POP Record Workshops andindividual practice visits along with visits to individualpractices, colleges and universities increased during theyear, with excellent attendance rates. Professional Practice Interviews were held via video-conferencing for the first time, for applicants in Bermuda,India and the USA. This followed the successful use of video-conferencing by the new Wales Region for its Committeemeetings. In August, the Institute launched membershipapplication via the website, which allows potential membersto complete the application process with a few clicks of amouse. In 2010 the interview pass rate for Charteredmembership was 94%. CIAT and CIOB renewed their Memorandum ofUnderstanding (MoU), at the Ecobuild show in March. Thealliance has benefits for both Institutes. As part of the MoU,the International and Membership Directors gave arecruitment and retention presentation in June at CIOBheadquarters in Ascot, attended by its worldwide branchmanagers. It was well received and provided CIAT withvaluable networking opportunities and future contacts.Promotional events were held in conjunction with CIATOverseas Centres in Hong Kong and Republic of Ireland inApril and June 2011. The events promoted the Institute androutes to membership. Both events were hosted by Barry LeBeuvant PCIAT and supported by Central Office staff.5

AwardsEntrants must demonstrate their achievement of technicalexcellence in construction by illustrating the compositionof ideas put into practice and presented in a workingformat. The 2010 results were:Benoy for Ferrari World, Abu DhabiDarnton EGS Ltd for Marks and Spencer, LiverpoolArun Thanuja MCIAT, Woods Hardwick Architects for thePartis Building, Milton KeynesEntrants must demonstrate their achievement of technicalexcellence in construction by illustrating the composition ofideas put into practice and presented in a working format,for projects valued £500k or under. The 2010 results were:Andre Bisson MCIAT, A7 Design for Le Corsaire, GuernseyRichard Jack MCIAT, Highlands Council, for Highland Classroom, Fort Augustus. Scott Kyson MCIAT of Kyson for Cadogan Terrace, LondonStudents must demonstrate their achievement of technicalexcellence by illustrating the composition of ideas put intopractice and taken from a project whilst studying. All entrants must be student members of CIAT. The 2010results were:Joanne Hopper for Interpretation Centre, University of WalesInstitute, CardiffOsama Naji ACIAT for Marine Habitat Project, Anglia RuskinUniversityJason Etienne ACIAT for Shirebrook Academy, Sheffield Hallam UniversityThis Award recognises Chartered Members of CIAT whohave demonstrated an outstanding service or commitmentto the Institute, industry or Region/Centre. In 2010 theAward went to:MCIATPCSAAT MCIATPCSAAT HonMCIAT MCIAT6Ferrari World, Abu DhabiLe Corsaire, GuernseyInterpretation Centre