Events: Future of the Contact Centre
Virtual Future of the Contact Centre Conference
The Evolution of Customer Contact in a Rapidly Changing Consumer Environment
In times of unprecedented and fast-moving changes in our customers’ and our colleagues’ preferences, priorities and behaviours, contact centres are more than ever the beating heart of an organisation’s customer engagement strategy. Our CPD accredited virtual Future of the Contact Centre conference will bring into sharp focus these profound changes in the world of customer contact, and highlight the evolving mix of technologies, processes and people in an uncertain business environment.
Our 2021 conference, presented live and exclusively from our own TV studio set-up, is designed to deliver to our delegates, through a mix of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content in a virtual environment – where they will be able to log off with all the tools, strategies and techniques they need to deliver successful contact centre strategies for the future.
Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage, and the changing face of the contact centre is at the sharp end when it comes to linking the voice of our colleagues to the voice of our customers. We look forward to having you tune in for the seventh Future of the Contact Centre conference in 2021.
LIVE UPDATE: All of our 2021 events are currently planned as virtual, although we have placeholder dates with a number of our venue providers ready and waiting to welcome us back. When possible we are excited to be able to provide our ‘turnkey’ fully managed exhibition solution once again providing the physical presence at the venue and in person networking opportunities.
Two Day Virtual Event
Round Table Sessions
Case Study Presentations
Network with Peers
1-2-1 Meetings
30 Presentations
Welcome to Engage Customer TV
We’re excited to announce that this year’s Future of the Contact Centre Conference will be broadcasted LIVE from our very own ‘Newsroom Style Studio’, complete with film crew, event host and set that makes you think you’re watching your favourite television show.
We believe in this new approach and feel it’s a refreshing alternative to pre-recorded webinars and ‘Zoom call’ events. All part of our obsession with creating the very best events and making them as engaging and informative as our traditional venue-based conferences.
Interested in Attending? Download FREE Preview Guide
Download the preview guide to find out who’s speaking, access the ‘convince your boss to attend’ letter template, decide which streams to attend and more. Fill in the details below to receive the preview guide.
2021 Topic Streams
2021 Hall Chairs
2021 Speakers
Scott Brown
Amazon Web Services Head of Worldwide GTM - Productivity Applications Click to read more...
Andy Kingston
HSBC Head of Offshore Contact Centres and Conversational Banking Click to read more...
Gabriele Masili
Microsoft VP & Chief Technology Officer, Customer Experience & Success Click to read more...
Moira Clark
Henley Business School Director of the Henley Centre for Customer Management Click to read more...
Interested in becoming a speaker
2021 Agenda
- 10th February
- 11th February
LIVE
What our Delegates Think
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THE DAY NEVER LOST MOMENTUM AND I WAS TRULY INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR! ”
Marks & Spencer
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THE ENGAGE VIRTUAL EVENTS ARE WORLD-CLASS - THE STUDIO FORMAT CREATES AN EVENT THAT IS A CUT ABOVE THE REST ”
HSBC Plc
“
THE BEST BIT FOR ME WAS THE WIDE RANGE OF COMPANIES/INDUSTRIES REPRESENTED WHICH GAVE AN INSIGHT IN TO HOW ENGAGEMENT EFFECTS ALL INDUSTRIES. ”
Virgin Media
2020 Future of the Contact Conference Highlights Video
2020 Delegates Included
• Abel And Cole • Actionaid • All Clear Insurance • Amex Community Stadium • Aviva • Bank Of Ireland • Barclays • British Gas • British Gas Residential Energy • BT • BUPA • Certas • Charles Trywhitt • Chaucer Direct • Compliance3 • Curium Solutions • DAS Legal • Deloitte • Devon and Cornwall Police • Digital Genius • Direct Line Group • DMG Media • Eishtec • Electricity North West • Engage For Success • Essex & Suffolk Water • Financial Conduct Authority • Financial Times • First Rate • Gamma • GLH Hotels • Global Freight Solutions • Golf Breaks • Homeserve • Icaew • Intercall Europe • JAYWING • JD Sports • London Borough of Enfield Council • LV= • Mail Newspapers • Make It Cheaper • Manx Telecom Plc • Maplin Electronics • Marks and Spencer • National Savings and Investments • NCFE • News UK • NFUM • NS&I • OpenContact • Pearson • Post Office • Severn Trent Water • Signet • Southern Water • Southwark Council • SPD Development Company Ltd • Staples • Sutherland Global Services • Thames Valley Police • The Co-Operative Bank • Three • Transport for London • Trusted Shops • Ulster University • Unilever • United Utilities • University of Central Lancashire • Walker Crips • Wessex Water • Which?
2019 Future of the Contact Conference Photo Gallery
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2021 Sponsors
Calabrio
Calabrio is revolutionizing the way enterprises work remotely and engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience.
Calabrio ONE is easy to use, accessible from any location, and empowers management to align activities and resources quickly with the demands of today’s remote-friendly, multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud.
Contact: W: www.calabrio.com
Centrical
Centrical helps contact centre operators engage, train and manage their employees wherever they work. Its AI powered platform combines real-time performance management, personalized microlearning, and advanced gamification, ensuring employees stay productive, proficient and efficient. Always. Centrical’s technology can be easily integrated with all leading enterprise systems. It is the platform of choice for many of the world’s leading fortune 500 enterprises and outsourcing services, helping thousands of employees worldwide exceed their daily. Centrical’s platform produces improvements like 40% faster onboarding, 10% increase in productivity and calls/shift, higher sales, and longer employee retention.
Ember
Our purpose is to help organisations improve the experience for their customers by making it easier to engage and get the outcomes that will drive satisfaction, loyalty or long-term value. In an increasingly digital world, we help our clients develop their customer engagement strategy as a ‘North Star’. This not only defines the principles that will shape their customer journeys, but also leads to an optimised operating model, which ensures competition and disruption are mitigated, innovation is applied effectively and better outcomes are delivered at the right cost.
Our team of experienced consultants and practitioners take a robust, analytical approach – an integral part of which is to help our clients build a consensus and secure approval to implement the changes that will improve customer engagement, and deliver better outcomes and sustained value. This method has repeatedly delivered for clients in different sectors, geographies and of different sizes. Our customer engagement consulting solutions help our clients answer key questions they have such as whether their operating model is delivering the optimum value at the right cost, or how they should respond to innovation or disruption in the market.
T: +44 (0)20 7871 9797 E: info@embergroup.co.uk
Freshworks
At Freshworks, we believe that traditional customer support and experience software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. We believe that your customer support agent, your organisation and most importantly your customer deserves better. This is why we provide customer-for-life software that’s modern, mobile and affordable, enabling you to deliver wow moments to customers all over the world. We’re not alone in our belief, with the Software Report naming Freshworks in the Top 100 Software Organisations of 2020.
What’s more, hot on the heels of being named as the only Visionary within the Gartner Magic Quadrant for CRM-CEC, our customer support product Freshdesk is continuing to enable digital transformation by providing a unified view of customer interactions across all channels. The Freshdesk Omnichannel product drives both agent productivity and an effortless customer experience for more than 30,000 customers around the world. Meet with us and find out why you should be making the switch to Freshworks today.
Khoros
Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs, accelerating sales, loyalty, and innovation. With 2,000+ customers and 10 offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.
Odigo
Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world. Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/
RingCentral
We work with our customers to reimagine the world of business communications and collaboration. This relentless passion to innovate has made us the #1 cloud communications provider worldwide, and we don’t plan on stopping there. Combining the best in UCaaS and telecommunications, RingCentral Contact Centre meets the needs of modern businesses to embrace a future-fit technology stack, enable remote working, and exceed skyrocketing customer expectations. Functionalities such as real-time reporting, extensive workforce management, and AI-based sentiment analysis give businesses the tools they need to vastly improve their contact centre performance. Skills-based omnichannel routing across voice and digital channels gives customers instant access to the best agent to meet their needs. Based in the cloud, RingCentral Contact Centre allows you to easily scale your staffing up or down as needed. Agents can work from nearly anywhere, and automatic failover capabilities allow you to continue running if your primary data centre goes down. RingCentral Contact Centre offers three base packages to help simplify your choice according to your business need. Each can be tailored with optional features, such as speech recognition, customer integrations, workforce optimisation, and more. For more information, please visit ringcentral.co.uk or call UK 0800-098-8136. Find us on Twitter, LinkedIn and YouTube.
Sabio
We make sure your customer experience is brilliant, then stays brilliant.Sabio provides the expertise and solutions you need to respond to the ever-changing needs of your customers. Then with our analytics and insight, we’ll help you improve visibility, responsiveness and control across all your customer-interaction channels.
Talkdesk
Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
Contact: Chris Palmer, Senior Marketing Manager, W: www.talkdesk.com
Twilio
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
Vonage
Vonage offers flexible and scalable voice, messaging, video and data capabilities across Unified Communications, Contact Centres and Communications APIs. Change is an essential part of the Vonage DNA. Our original business brought VoIP to families and small businesses. And now we’re making communications more flexible, intelligent, and personal to help enterprises the world over stay ahead. We've brought leaders in unified communications, contact centers, and communications APIs all under one roof. Together, we’ve created the world’s most flexible cloud communications platform.
Zendesk
The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America.
Contact: W: www.zendesk.co.uk/suite/
Why become a Sponsor?
Watch our short video here to see why our current partners continue to benefit from sponsoring our events.
For more information or to discuss becoming a sponsor, please contact our sponsorship team on:
2020 Sponsors
Aspect Software
We know what it takes to keep best-in-class enterprise call centres operating at peak performance. It takes best-of-breed contact centre and workforce optimisation software that's powerful enough to ignite agent performance and deliver truly responsive, omnichannel customer care.
Calabrio
Calabrio is revolutionizing the way enterprises work remotely and engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience.
Calabrio ONE is easy to use, accessible from any location, and empowers management to align activities and resources quickly with the demands of today’s remote-friendly, multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud.
Contact: W: www.calabrio.com
Callminer
CallMiner is a proud provider of speech analytics solutions for improving agent performance and customer intelligence. Founded in 2002, CallMiner pioneered the speech analytics industry. With our years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.
Contact: E: callminer@corporateink.com T: 0115 906 1225
eGain
eGain customer engagement solutions make digital transformation easy for leading brands. Based on a unified omnichannel platform for AI knowledgepowered customer engagement, our toprated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance.
Contact: E: emeainfo@egain.com W: www.egain.com
NICE inContact
NICE inContact is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation.
NICE inContact’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
NICE inContact is recognised as a market leader by the leading industry analyst firms.
About NICE inContact CXone
CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimisation, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Centre as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability, and carrier-grade connectivity.
Contact: T: 1-866-965-7227
NFON
Cloudya, the cloud telephone system from NFON, delivers your complete PBX! Cloudya makes things better with simple, intuitive communications tools and a single phone number and inbox for reaching every employee. This professional communication service leaves no questions unanswered.
Contact: T: +44 20 3740 6740
Odigo
Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world. Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/
Talkdesk
Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
Contact: Chris Palmer, Senior Marketing Manager, W: www.talkdesk.com
Unbabel
Unbabel enables modern enterprises to serve customers in their native languages, with always-on, scalable translation across digital channels.
Powered by AI and refined by a global community of translators, Unbabel combines the speed and scale of machine translation with the authenticity that can come only from a native speaker.
Unbabel has raised $91M in funding and has over 250 employees across its Lisbon headquarters and offices in San Francisco, New York, and Pittsburgh. Leading brands like Facebook, Microsoft, Booking.com, and easyJet use Unbabel to make their customers happier and their support operations vastly more efficient.
Clarabridge
Clarabridge
Clarabridge helps the world’s leading brands take a data-driven, customer-focused approach to everything they do. Using AI-powered text and speech analytics, the Clarabridge experience management platform enables brands to extract actionable insights from every customer interaction in order to grow sales, ensure compliance and increase operational efficiency.
For more information, please visit: W: www.clarabridge.com
T: +44 (0) 20 3142 8615
Wranx
Wranx is a global employee development platform – a technology-based training tool that puts learning in the palms of your employees’ hands. It uses Personalised Spaced Repetition to provide tailored learning that improves knowledge retention.
Wranx has a dedicated Content Team who can convert any existing client training material into bespoke exercises. Wranx currently delivers training and assessments on a global scale and covers an ever-widening range of industries and subject areas, such as compliance, product knowledge, customer service and more. Results and engagement can then be measured in our comprehensive analytics suite. Wranx ensures consistent training is delivered to employees' mobiles whilst also providing each user the opportunity to undertake their own unique learning journey.
Contact: E: info@wranx.com T: 0151 720 0055
Journey Call
Visit Company Website Journeycall is an award winning contact centre based in Arbroath, Scotland.
It is widely acknowledged as one of the most experienced companies in the market at delivering omni-channel customer support services, coupled with customer service excellence, in the rail and wider transport industry. The company commenced trading in 2003 and has achieved year on year growth since then. It manages outsourced, high profile contracts for public and private sector companies.
Journeycall provides customer support services to a broad range of market sectors and has unique experience in issuing and supporting Oyster and other ITSO transport smartcard schemes and railcards on behalf of TfL, London Councils Freedom Pass, RDG and many bus and train operators.
The portfolio of standard services offered includes support channels such as voice, email, white mail and web chat, with optional upgrades to social media marketing, social media customer support, video call and SMS to meet the needs of passengers.
Solvemate
Solvemate
Solvemate enables brands to deliver quality customer service through meaningful conversations. Our customer service automation platform is powered by smart conversational AI that allows companies to create highly personalized chatbot conversations at scale, guiding customers to find answers when they need them, so service teams can focus their expertise where it matters most. Solvemate’s unique Contextual Conversation Engine approach means it learns more quickly, integrates more easily and resolves requests faster and more reliably than any other chatbot on the market. We have a dedicated team to help you every step of the way with industry-specific best practices to ensure you see value within weeks. Brands benefit from a personalised, real-time self-service experience that increases customer satisfaction, reduces costs, and offers actionable customer service insights. Solvemate has empowered innovative, growing companies to improve their customer experience and is trusted by brands such as musicMagpie, egym, JustPark, and Berliner Sparkasse. Learn more at solvemate.com.
VoiceSage
Founded in 2003 and headquartered in Ireland, with offices in UK, Spain and Dubai, VoiceSage is an Optichannel Communication Platform solving problems for Contact Centres, Collection Teams, Operations Departments and Marketing Teams.
By using VoiceSage’s platform, companies can reduce the amount of low-value inbound calls and pre-screen outbound calls to ensure that your clients are ready to talk to you and complete your desired outcomes.
We help you improve your SMS conversion rates and provide self-service options around payments, logistics and transactional events, through voice, messaging, email and social media.
Interested in Sponsoring? Download Sponsorship Media Pack
Download the media pack to find out about the various sponsorship packages available. Engage with our senior audiences responsible for customer engagement strategies. Fill the details below to receive the media information.
Who is Attending?
- Customer Service
- Customer Experience
- Customer Insight
- Customer Strategy
- Digital Customer Experience
- Customer Loyalty
- Contact Centre
- Social Media
- CRM
- Marketing
- Direct Marketing
- Digital Marketing Specialists
- Operational
We are pleased to advise that this course is fully CPD accredited
Interested in Attending? Download FREE Preview Guide
Download the preview guide to find out who’s speaking, access the ‘convince your boss to attend’ letter template, decide which streams to attend and more. Fill in the details below to receive the preview guide.
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