Events: Future of the Contact Centre Conference
Future of the Contact Centre Conference
The Technological Evolution of Customer Contact in a Rapidly Changing Consumer Environment
Contact centres in the traditional sense are changing and in 2020 it was said that some contact centres made more changes in 10-weeks than they had in 20 years.
The role of the agent is also changing as AI and automation infuse the contact centre with bots with empathy, speech analytics and non-human agents that speak in a tone so advanced, that customers will not even be aware they are dealing with robotics. In today’s increasingly digital world though, human interaction is a necessity rather than a luxury and superagents with specialist skills or a deep interest in a brand’s products or services are emerging – the future of call centre will be a mix of AI and human interaction.
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.
The seventh Future of the Contact Centre conference in 2022 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 come away with the tools and techniques to deliver successful contact centre strategies for the future, where the human experience of engaging with such ground-breaking robotics and AI driven technology is as strong, if not stronger, than dealing with an actual human.
LIVE UPDATE: With the world relying more than ever on technology and remote communications, the 2022 Future of the Contact Centre Conference has pivoted to virtual. Our online digital audiences are growing at a rapid rate, attracting substantial traffic and unique visitors each month and making them indispensable resources of information within the industry.
2 Day Event
Roundtable Sessions
Case Study Presentations
Virtual Event
1-2-1 Meetings
20 Exclusive 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.
2022 Topic Streams
Studio Hosts
2022 Speakers
Dmitry Schourov
Pfizer Commercial Quality Lead, International Developed Markets & China Click to read more...
Interested in becoming a speaker
2022 Agenda
- 9th February
- 10th February
PANEL DISCUSSION
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
Future of the Contact Conference Photo Gallery
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2021 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?
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
Ticket Options
Click a ticket type below to find out what’s included in our packages.
Register for all ticket types using the form below
To complete your registration, please fill in the form below.
Please note: If you’ve chosen to attend the live stream only, this is the only step you need to take. If you’re looking to purchase a ticket, you’ll be redirected to a page allowing you to complete your purchase.
2022 Sponsors
24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
Alvaria
Alvaria is the world leader in enterprise-scale customer experience (CX) and workforce engagement management (WEM) solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy. ALVARIA™️. Reshaping Customer Experience™️.
Aircall
Aircall is the cloud-based call center and phone system of choice for modern businesses. A voice platform that integrates seamlessly with popular productivity and helpdesk tools. Aircall was built to make phone support easy to manage – accessible, transparent, and collaborative.
Aircall believes that a great conversation is the most powerful way to communicate with customers, prospects, candidates, and colleagues. It is designed to enable delightful moments of human connection. Aircall was founded in 2014 and has raised over $226 million in funding. Based in New York, Paris, Sydney, Madrid and London, the company currently has over 500 employees.
UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.
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.
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.
Freshworks
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world. For more information visit www.freshworks.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
Genesys
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 1,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well cross all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: W: www.genesys.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
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:
2021 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
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.
Freshworks
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world. For more information visit www.freshworks.com.
Genesys
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 1,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well cross all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: W: www.genesys.com/uk
Intercom
Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for Conversational Marketing, Conversational Customer Engagement and Conversational Support.
Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic.
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 CX Solutions
Odigo is a leading Contact Centre as a Service (CCaaS) solutions provider. The company helps brands connect with customers anytime and anywhere with easy-to-integrate, cloud-based solutions that can be tailored to the needs of large organisations. A 30-year history of industry firsts makes Odigo the global partner of choice, with a growing presence across all markets and sectors. Thanks to its proprietary technology, Odigo delivers a smooth, channel-less experience for customers and a satisfying and secure experience for agents. Today, more than 400,000 end-users benefit from Odigo’s solutions in more than 250 companies around the world.
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.
Sabio
The Digital CX Transformation Company
Sabio brings together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.
We deliver solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through our own technology and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio and Google, we help organisations to optimise their customer journeys by making better decisions across their multiple contact channels.
We work with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, Essent, GovTech, HomeServe, Liverpool Victoria, M1, Office Depot, Saga, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.
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
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centres. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 5,000 people across the world, including in the UK.
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