Events: Future of the Contact Centre
Virtual Future of the Contact Centre Conference
Despite the Physical Location of Agents, Contact Centres Remain the Beating Heart of an Organisation
Despite the physical location of agents, contact centres remain the beating heart of an organisation’s customer engagement strategy. To help you on your quest for excellence, there is no time like the present to learn from those who have been at the forefront of change in order to allow their contact centres to deliver the customer experience that is needed where the customer journey is ever more complex.
The chief aim of the 2021 conference is for delegates to learn from case studies, panel discussions and live interviews in a virtual environment where they’ll log off with all the tools, strategies and techniques they need to deliver successful contact centre strategies in the new norm.
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 hope to have 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
2020 Hall Chairs
2020 Speakers
Jason Hendrey
Vodafone Business Global Head of Commercial & Service Management Click to read more...
Llaura Hughes
Motability Operations Ltd Communications & Development Team Manager Click to read more...
Interested in becoming a speaker
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 & Spencers
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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
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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
2019 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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2020 Sponsors
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.
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.
Solvemate
Solvemate
Service that never sleeps.
Show your customers you really care. Our chatbot automates your repetitive requests so your team can do their best work. Take control of your service experience.
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
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
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
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
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.
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
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.
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
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
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
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:
2019 Sponsors
8×8
8×8 provides Truly Unified Communications that radically empower over a million business users worldwide to drive exceptional customer experiences and business outcomes. 8×8 uniquely offers companies a single, seamless, easy-to-manage cloud communications, collaboration, and contact center solution with access to the organization’s most valuable data. 8×8 provides a single solution across voice, video, messaging, meetings and contact center together with actionable data that enables employees, partners and customers to work together more efficiently, innovate more regularly and solve problems more elegantly.
Contact: Emilie Daly, Marketing & Events Coordinator T: +44 (0) 20 3824 6322 E: emilie.daly@8×8.com W: www.8×8.com/uk
X20media
Empowering digital visual communications - Communicating successfully has many rewards: driving engagement, clearly conveying corporate objectives, sharing vital business information with team members. Effective communications is the essence of any business. It allows stakeholders to be decisive. It speeds up processes. It helps create a more aware and attuned workplace. X2O Media empowers organizations to be successful communicators with tools that allow anyone to create media rich, highly visual content channels that leverage real-time data. With a long and proficient history in visual storytelling, X2O understands that great communications inspires, motivates and drives business opportunities. From digital signage, mobile and desktop apps for internal communications, to dashboards, gamification, wayfinding and collaboration environments, X2O Media provide our clients with full end to end solutions that drive employee engagement and productivity.
Contact: Rob Brinklow, X2o Media Europe T: +44 7751 063225 E: rbrinklow@x2omedia.com
VeriCall
Meet VeriCall 'The Challenger BPO': VeriCall distinguish ourselves from historic outsourced contact centres with a modern approach to sales and service which embraces information technology practices that avoid the costs and complexities of traditional outsourcing. A unique blend of artificial intelligence, robotic process automation and mobile and digital orchestration technologies enable us to easily deconstruct and re-engineer your current processes and customer journeys - helping your brand keep pace with change and demand.
Contact: W: www.vericallsolutions.com
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
Serenova
Serenova simplifies every aspect of the customer experience to make life easier for contact center executives, their customers and employees. Serenova, a leading cloud contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider. A core building block of Serenova is to provide a cloud-based solution that is the most reliable in the industry. The world’s most passionate, customer-focused brands achieve better interactions, deeper insights, and more meaningful outcomes with Serenova’s contact center solutions. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia.
Learn more at www.serenova.com. For live updates, follow @SerenovaShine.
PCI Pal
PCI Pal provides secure payment solutions for contact centres and businesses taking Cardholder Not Present (CNP) payments. We are the only true cloud provider able to deliver solutions globally. Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations. With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance. Contact: Tony Smith, Sales Director, EMEA E: info@pcipal.com W: www.pcipal.com
IMImobile
IMImobile is the leading cloud communications software and solutions provider that helps companies use mobile and digital messaging technologies to improve customer experience and real-time interactions with their customers. From the use of AI-powered chatbots, to enabling omnichannel live chat between Contact Centre agents and customers, and providing new digital messaging capabilities such as Apple Business Chat and RCS Business Messaging, IMImobile’s cloud communication platform helps businesses to digitally transform their CSX strategy. Organisations that trust IMImobile to deliver smarter digital customer engagement include The AA, BBC, BT, Centrica, EE, Foxtons, Hermes, O2, Pizza Hut, SITA, Vodafone, government agencies and four of the five UK retail banks.
Contact: Andrew White, SVP Solution Sales, IMImoble E: contactus@imimobile.com W: www.imimobile.com
IFS
IFS Customer Engagement provides a complete solution to transform the contact centre: combining omni-channel contact technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop. By bringing together disparate sources of data from multiple systems, our software solves complex customer service and support issues. Benefiting from a 360-degree view of the customer on one screen alongside all contact channels, your advisors can deliver customer engagement seamlessly, whilst simultaneously banking productivity gains. Make every customer your best customer, with intelligent, personalised service delivery and management.
Contact: Ros Lee, Marketing Manager, IFS Customer Engagement T: 01926 623 500 E: ros.lee@ifsworld.com W: www.ifsworld.com/CustomerEngagement
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.
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
Diabolocom
Diabolocom offers an omnichannel augmented customer interaction management solution in the cloud for customer service and sales teams. Thanks to its fast-to-deploy, intuitive interface, and local business support, Diabolocom enables companies to offer superior customer experience and improve their operational efficiency.
Contact: Michael Savva E: michael.savva@diabolocom.com T: +44 7984 868 269 W: www.diabolocom.com
Conversocial
We help turn customer service into customer loyalty — by making it easy for customers to get help through social, mobile channels. Today’s consumers no longer require just resolution, but also meaningful conversations, on the most demanding digital channels. Conversocial applies the disciplines of contact center efficiency with the unique dynamics of social customer engagement. We continuously innovate to help our clients turn unstructured, chaotic signals into organized, meaningful channels. Contact: T: +44 (0) 20 7045 0970 E: socialfirst@conversocial.com W: www.conversocial.com
![[24]7.ai](https://engagecustomer.com/wp-content/uploads/2019/06/247-1.jpg)
[24]7.ai
[24]7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, the company’s technology helps companies create a personalized, predictive and effortless customer experience across all channels. The world’s largest and most recognizable brands are using intent-driven engagement from [24]7.ai to assist several hundred million visitors annually, through more than 1.5 billion conversations, most of which are automated. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth Contact: W: www.247.ai
Salesforce
Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect with their customers in a whole new way. The Salesforce Customer Success Platform includes industryleading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The company is ranked #1 on Fortune’s World’s Best Workplaces list, and Forbes has ranked the company one of the world’s most innovative companies for seven years in a row.
W: www.salesforce.com/uk
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
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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