Call & Contact Centre Expo ShowGuide 2023

29 - 30 NOVEMBER 2023 ExCeL - LONDON Day 1: 9.30am - 4:30pm Day 2: 9.30am - 4.00pm

SHOW GUIDE

PLATINUM SPONSORS:

GOLD SPONSORS:

callandcontactcentreexpo.co.uk // #CCC21 callandcontactcentreexpo.co.uk // #CCCExpo22

@CallCentreEx

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Key Show Floor Features

Exhibitor Profiles

Content Themes

CALL & CONTACT CENTRE EXPO Welcome to the 2023 edition of Call & Contact Centre Expo!

I’d like to extend my gratitude and thanks to all Partners, Exhibitors, Sponsors and Speakers for their help and support throughout the year; without you, none of this would be possible!

With 100+ exhibitors, 75+ speaking sessions, the new training workshops and thousands of like-minded visitors, we hope you enjoy a jam-packed schedule of industry talks, knowledge and insight across the two days.

We are delighted to announce that Call & Contact Centre 2024 will take place on 27-28 November, so we hope you have a brilliant couple of days this week and look forward to seeing you again next year!

David Juniper Group Event Director

Day 1 Agenda

Day 2 & Training Workshops Agenda

Speakers

Partners 2

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callandcontactcentreexpo.co.uk // #CCCExpo23 @CallCentreEx

#CCC21

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FLOORPLAN Floorplan

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callandcontactcentreexpo.co.uk // #CCCExpo23 @CallCentreEx

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CALL & CONTACT CENTRE EXPO

THEATRES Grypp

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Sprinklr

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GS Lab

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Squaretalk

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HaloCRM

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SuccessKPI

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AudioCodes

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HCLTech

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Sycurio

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Automaise

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HelloFresh

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Talkative

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Avoira

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HRGO

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Talkdesk

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Awaken Intelligence

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Imagicle

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TC&C

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Bandwidth, Inc

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Integrated Research

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The Forum

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Boost

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Intercom

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BridgeVoice Inc

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IO Solutions Contact Center Inc.

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IRIS Clarity

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CallMiner

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Khoros

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Centrical

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Klaus

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CloudCX Ltd

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KMS Lighthouse

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CloudFon

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Knowmax

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CloudInteract

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Kore.ai

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ConnectLingua.AI

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Leaping AI

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ContactCenter4All

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LivePerson

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Content Guru

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Lokulus

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CXFO

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MadeYou

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Datamatics

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MMD Smart

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DDC Outsourcing Solutions

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MVA BPO Call Centre and Staffing

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DeskMoz

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Natterbox

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Diabolocom

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5Mins.ai

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8x8

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Attensi

Calabrio AB

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NICE Systems UK Ltd

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DIDWW

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North of Tyne Combined Authority

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eGain Communications

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Odigo

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Emerging Global Services

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OpenFin

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Enghouse Interactive

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Oracle

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Esendex

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PCI-PAL (U.K)

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EvaluAgent

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PEAK Outsourcing

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Five9

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PolyAI

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FM Outsource

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Procat

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Foundever

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Prophecy Europe Ltd

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Fullview

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Puzzel Ltd

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QSolve

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Future Ready AS

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QuestBlue

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Gamma

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Quiq

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Get out of Wrap / The Team Leader Community

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RingCentral

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Scorebuddy

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Gnatta

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Silver Lining

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Google ChromeOS

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Speakylink

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Future of the Contact Centre Theatre Sponsored by Sprinklr Contact Centre Technology Theatre Sponsored by Genesys Customer Satisfaction Theatre Sponsored by Twilio Connected Contact Centre Theatre Sponsored by Five9 Employee & Customer Experience Theatre Sponsored by Webex by Cisco

Training & Networking Zone - Sponsored by Daktela Twilio UK Limited

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UKCCF

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Uniphore

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VIP Lounge - Sponsored by Genesys VoiceInteraction

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VoiceSpin

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Voiceweb

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Vonage

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Webex by Cisco

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Zoom

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Networking Area - Sponsored by Sprinklr

Dialpad

Fuse2Communications

Keynote Theatre Sponsored by NICE Systems UK Ltd

callandcontactcentreexpo.co.uk // #CCC21 callandcontactcentreexpo.co.uk //

THANK YOU TO OUR SPONSORS PLATINUM SPONSORS:

GOLD SPONSORS:

callandcontactcentreexpo.co.uk // #CCCExpo23 @CallCentreEx

#CCC21

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Key Show Floor Features 2023 Breakout Theatres Hear from industry leading experts as they provide valuable insights into the challenges the sector is facing and what is pertinent for the contact centre, whilst giving real world examples.

Sponsored by:

Networking Area Sponsored by: Our dedicated Networking Areas provide ample opportunity to meet like-minded individuals, share beneficial advice and create long-lasting business relationships.

VIP Lounge Sponsored by:

OUR EVENT APP IS NOW LIVE! Everything you need at the touch of a button!

If you’ve been invited as a VIP guest, speaker or press, the lounge will give you the chance to network with your peers in a relaxed and hospitable environment.

Keynote Theatre Sponsored by: Watch and learn as our incredible Keynote Speaker line-up, which features the masterminds behind some of the biggest brands, share their expert industry knowledge.

VIP Hosted and Buyer Scheme The bespoke programme will connect leading buyers and a selected group of sellers together through pre-arranged meetings based on site, where they will have access to the VIP lounge. The VIP & Hosted Buyer Programme allows you to directly put your message, solutions, and products across to leading decision makers and buyers from top UK Contact Centres.

Training & Networking Zone Sponsored by: We’ve put together training sessions, accredited by the Forum, that will be running across both days of the show! Get ready to show your commitment to learning and making a difference!

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callandcontactcentreexpo.co.uk // #CCC21 callandcontactcentreexpo.co.uk // #CCCExpo23 @CallCentreEx

SPONSORED BY:

EXHIBITOR PROFILES 5Mins.ai 5Mins.ai, the TikTok-styled Skills and Learning platform, helps organisations develop all their employees efficiently. With 20,000+ micro-lessons from world-leading instructors covering 200+ skills, the 5Mins platform is used by leading brands such as Dropbox, Pitney Bowes, Perkbox and more.

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8x8 8x8 is transforming the future of business communications. By integrating voice, video, chat, contact center, and enterprise-class API solutions into one global, secure, reliable cloud communications platform, people are more connected and productive no matter where they are in the world.

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Attensi Attensi’s world-leading, scalable simulations help contact centres unleash the full potential of their staff in a cost-effective way: by creating a psychologically safe, realistic environment to practise conversations with customers and develop the skills needed for their job.

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AudioCodes AudioCodes offers a wide range of innovative voice solutions and services to effortlessly unlock any contact centre and quickly integrate with the latest UC Platforms.

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Automaise Automaise is a leading software company on a mission to revolutionizing customer service operations. Our flagship product, Support Genius, is an AI-based software solution that radically improves customer service operations.

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Avoira Our goal is to bring people together through technology, we believe in creating meaningful conversations, promoting faster business growth, and instilling confidence in communication. Avoira is the UK distributor for Xdroid, a powerful AI tool that focuses on analysing your customer interactions.

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Awaken Intelligence Awaken Intelligence has built a suite of AIpowered agent guidance and conversational analytics software tools for contact centres.

Our technology holistically empowers contact centre leaders, managers, analysts, and agents to manage the complexity of everyday life speaking to customers.

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Bandwidth, Inc Bandwidth is a global cloud communications software company delivering exceptional experiences through voice, texting and emergency services. Our Communications Cloud, which covers 65+ countries and 90+ percent of global GDP, is trusted by the Global 2000 for business-critical communications.

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Boost Boost specialises in core skills training for Contact Centres in the UK. We deliver in-house, in-person learning programmes for customer facing colleagues, team leaders and contact centre trainers. Together, we improve customer experience, reduce customer demand and improve employee engagement.

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BridgeVoice Inc BridgeVoice’s cutting-edge platform empowers businesses with a seamless suite of enterprise VoIP & DID solutions, ensuring they can connect and collaborate effortlessly in today’s dynamic world. Our platform facilitates global connectivity, simplifying the process of connecting with telcos worldwide.

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Calabrio AB Calabrio’s workforce engagement suite is trusted by organisations across the world to provide insights into employee engagement and customer experience. Calabrio One integrates workforce manegement, agent quality management and interaction analytics in a true-cloud, fully integrated suite.

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CallMiner CallMiner is the global leader in conversation intelligence to drive business performance improvement. Delivering the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning.

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Centrical Centrical is an AI-powered employee Performance eXperience platform that drives best-in-class customer experiences for the world’s leading brands through frontline agent success and growth.

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CloudCX Ltd At CloudCX, we want companies around the globe to be able to deliver great levels of service and support, alongside the best CX possible. We help you achieve that with QuickTest, our automated contact centre testing tool, test all channels from one tool, with a simple low cost licence model.

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CloudFon CloudFon is a game-changing platform of customer experience solution, which could transform customers’ existing single voice solution into solution with self-deployment, customization and good price efficiency.

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CloudInteract We deliver innovative experience platforms leveraging Amazon Connect and the AWS Cognitive CX suite in the most cost effective, time efficient fashion.

Integration of Microsoft Teams into Amazon Connect Gen-AI powered chat, voice and reporting Rapid deployment of Amazon Connect Visit us at CC-F65

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ConnectLingua.AI Conversational AI integration for Virtual Agents Agent Assistance end-to-end implementation Middleware API development and hosting Consultancy and design expertise Custom solution development (BYOB, BYOC, BYOT)

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ContactCenter4All CC4Teams’ Customer Contact Enablement platform reduces friction so you can focus on delivering great customer experiences.

CC4Teams is Microsoft Extend-certified, leveraging Azure Cognitive Services, compliance recording & Power BI reporting, providing insights for informed decisionmaking.

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Content Guru Content Guru helps organisations achieve outstanding customer experience, being trusted by over 1000 large-enterprise and mission-critical organisations. Its cloud-based solution, ensures that customers’ requests are quickly and accurately resolved - simply put, engagement made easy.

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Emerging Global Services Emerging Global Services (EGS) - redefining call center outsourcing Unrivaled Expertise Bilingual Excellence Cutting-Edge Automation and AI Tools Cost-Effective Solutions 40% less than European labor rates

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CXFO The Customer Experience Foundation is proud to be the only CX and CC organisation offering information, advice, and support that is accessible to everyone. We believe in a collaborative, supportive approach to improve CX as a profession for those we ultimately serve.

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Enghouse Interactive We help + 15000 organisations globally to handle over 1B customer interactions across all sizes and industries. We support + than 1M agent seats handling over 1B interactions through our systems daily. Enghouse Interactive is one of the biggest providers of customer contact solutions in the world.

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Daktela Daktela offers one app for all your customer communication, supporting voice, email, SMS, webchat, social media etc and combining it with WFM & AI tools within one platform, elevating customer experience & reducing costs. Discover how we tailor solutions to your needs, all backed by 24/7 UK Support.

Training & Networking Zone

Esendex Esendex is trusted by 46,000 customers to deliver world-class business messaging. From SMS to RCS and WhatsApp choose from a quick-start platform or best in class API, for customer support, marketing, notifications or payments and collections.

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EvaluAgent With EvaluAgent you’ll be able to evaluate every multi-channel conversation to coach, train, and motivate your agents for consistently outstanding customer experiences.

Transform your approach to Quality Assurance for the good of your agents, your customers and your wallet.

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Five9 Five9 brings the power of people, partners and technology to more than 2,500 organizations worldwide. Through this combination, Five9 supports customer needs from Day 1 to forever and delivers on our customer commitment: We keep our CX promise, so you can keep yours.

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FM Outsource FM Outsource is a North West based outsourcer specialising in delivering exceptional customer care 24/7. We offer a variety of services all centred around improving the customer experience 24/7.

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Foundever Foundever is a global leader in the CX industry.

With 170,000 associates across the globe, we’re behind the best experiences for +750 of the world’s leading brands. Our innovative CX solutions are designed to support operational needs for our clients and deliver a seamless experience to customers.

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Fullview Fullview is a zero-download screen control solution to allow support agents to cobrowse and guide customers in digital environments with ease.

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Fuse2Communications Fuse 2 are independent AI Driven Cloud Communication experts and have been specialising in VoIP for over 7 years. With an independent global network and a variety of communication solutions, we pride ourselves on our bespoke and personal approach to cloud communications.

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Future Ready AS With Future Ready, you can create a culture of performance that empowers your team to reach their sales goals.

Come visit us at stand CC-P54

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Datamatics Datamatics deploys reputed contacts centers to make customer interactions seamless and personalized. The company enables clients to develop a robust CXM strategy that is proactive, future proofed, and cost-efficient. With expertise in domain, technology and analytics.

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DDC Outsourcing Solutions DDC Outsourcing Solutions is a customerfocused business process outsourcing company. We take a partnership approach to service, providing our clients with custombuilt solutions to address their most pressing challenges.

Come and visit us on stand CC-L32 for a coffee and a chat!

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DeskMoz Let’s revolutionize how your business connects with the world! Let’s chat!

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Diabolocom Since 2005, Diabolocom has provided cloudbased contact-centre solutions.

Over 350 companies trust us for managing inbound and outbound interactions.

Thanks to its AI-driven capabilities and seamless integration with CRMs, Diabolocom enables to excel in customer satisfaction and sales.

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Dialpad Dialpad is the leading AI-Powered Customer Intelligence Platform that is completely transforming how the world works together, including the most advanced Ai Contact Centre, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. Come meet our team at stand CC-K10 for a demo with our product experts.

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DIDWW DIDWW delivers premium quality, high reliability and fully-compliant global coverage of services, such as local, mobile, toll free and SMS-enabled phone numbers, two-way local SIP trunks, emergency calling, flexible capacity, free porting, API, and other business cloud telecommunication solutions.

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eGain Communications Infused with AI, our knowledge-powered software automates digital-first experiences for enterprises and government agencies. eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools.

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#CCC21

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Gamma Gamma is an leading provider of cloud telephony and UCaaS services for business across Europe. Our services are designed to meet the increasingly complex needs of today’s business communication, collaboration and contact centre requirements, driving exceptional customer experience.

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Genesys With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

VIP Lounge

Get out of Wrap / The Team Leader Community Come and chat and maybe even do a little recording so you can feature on an episode of Get out of Wrap!

Interested in the Team Leader Community come and chat and find out all about it.

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Gnatta Gnatta is a leading CCaaS solution trusted by ASOS, OVO Energy, Fedex, and others to make their call centres more efficient, and more effective.

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Google ChromeOS Provide quick access to business-critical tools and information with shareable, easy-to-deploy ChromeOS devices that enable agents to provide best-in-class service to customers.

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Grypp Grypp revolutionizes customer-agent conversations with seamless visuals, and digital interaction, going way beyond voice-only calls.

Agents can see what customers see, process secure payments, approve T&C’s, complete & sign forms, troubleshoot with live video and much much more. www.grypp.io

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GS Lab GS Lab | GAVS Technologies is focused on AI-led digital transformation services for Healthcare Providers, Payers, MedTech and Life Science companies, providing services in the areas of AI-led Operations, EHR Modernization, Data Management, and Telehealth to improve Patient Care.

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HaloCRM HaloCRM is omnichannel customer service software, designed for teams looking to drive greater efficiency when handling customer enquiries. HaloCRM offers an intuitive platform for customer-facing teams to manage conversations from any channel.

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HelloFresh

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HCLTech The Fluid Contact Center (FluidCC) practice at HCLTech transforms contact centers by reimagining customer journeys through vendor-agnostic consulting services, certified CX experts, infusing AI-powered technology solutions and a proven global delivery model.

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HRGO HRGO Recruitment is your trusted partner for exceptional talent solutions in the Call and Contact Centre industry. With a sterling reputation for over 60 years, we specialise in sourcing, selecting, and placing top-tier professionals who drive customer service excellence.

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Imagicle Imagicle is a leading company in the UC apps market since 2010, developing Cloud or Cloudconnected applications and services to help companies streamline communications, with +300 Partners and Service Providers and over 20k customers worldwide.

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Integrated Research IR simplifies the complexity of managing modern communications. IR Collaborate, powered by Prognosis, ensures your voice quality, connection, availability, and critical systems are problem-free

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Intercom Intercom - The only AI customer service solution you need.

The only solution that combines an AI chatbot, help desk, and proactive support so you can keep costs low, support teams happy, and customers satisfied.

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IO Solutions Contact Center Inc.

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IRIS Clarity IRIS Clarity is an AI-powered software solution that removes distracting background noise from your customer calls. IRIS Clarity also removes noise from your recordings to improve transcription accuracy and post-call analytics.

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Khoros Khoros’ award-winning enterprise software makes it easier for complex brands to engage with customers at scale across all digital, social, and brand-owned channels.

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Klaus Klaus is a quality management solution that helps companies drive revenue through excellent customer service.

Use AI to pinpoint and fix gaps in your customer service. Automate QA and achieve 100% coverage across agents, teams, BPOs, and languages. Create lifelong customers along the way.

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KMS Lighthouse KMS Lighthouse is a leading SaaS knowledge management company supporting global enterprises with accurate and consistent knowledge. KMS Lighthouse has named as a Cool Vendor by Gartner and has been adopted by leading brands, including Toyota Finance, GE Healthcare, TechStyle OS, DHL, AIG and Orange.

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Knowmax Knowmax is a guided knowledge management platform that helps you create a single source of truth for your CX-org. Powered by AI, Knowmax makes knowledge access, creation & optimization faster and more accurate.

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Kore.ai Kore.ai is a global leader in enterprise conversational AI platform and solutions helping organisations automate voice and digital interactions to deliver extraordinary experiences for their customers, contact centre agents and employees worldwide.

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Leaping AI Leaping AI automates call center sales using Gen AI and offers voice and chatbots that can conduct end-to-end sales conversations fully autonomously.

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LivePerson To talk with us or our AI, please visit liveperson. com.

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callandcontactcentreexpo.co.uk // #CCC21 callandcontactcentreexpo.co.uk //

Lokulus Explore Lokulus AI: Your Gateway to Next-Level Customer Engagement.

Visit our stand to experience Lokulus AI transforming customer-business connections.

Explore interactive demos showcasing AI’s seamless enhancement of interactions for impactful personalised experiences.

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PEAK Outsourcing Contact Information: For more information, questions, or to schedule a meeting with Peak Outsourcing Inc. during the conference, please reach out to: Name: Ann Hughes Email: ahughes@peakoutsourcing.com Phone: + 1 972 955 4017

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MadeYou Leveraging our operational expertise, we offer holistic coaching to managers and leaders, seamlessly transitioning between coaching and mentoring to nurture their growth.

We also provide outsourced 360 feedback programs with coaching to turn insights into actionable improvements.

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PolyAI A customer-led conversational platform for enterprise. Resolve over 50% of calls and consistently deliver your best brand experience. Resolve complex inquiries 24/7 and at scale so you can handle larger volume without adding overhead.

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MMD Smart Our cloud-based Communication Platform as a Service (CPaaS) solution features Call Center Connect a full featured VoIP with DID numbers, call recording, and CRM Integrations.

Easily scale your call center with innovative MessageWhiz business messaging solution and MMDSmart’s renowned 24/7 service.

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Procat

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MVA BPO Call Centre and Staffing

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Prophecy Europe Ltd Emite is a leading global contact centre analytics solution combining advanced analytics, data correlation, KPI management, and threshold alerting. Emite provides actionable insights from both real-time and historical data to help improve contact centre efficiency, performance, and CX.

Natterbox Natterbox, a native Salesforce contact center solution that helps businesses create connected, frictionless customer experiences that deliver wow moments at scale. By combining AI-enhanced technology with human touch, you can gain unrivaled efficiency, while still not compromising on trust & CX.

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Puzzel Ltd Puzzel is the leading European provider of cloud contact centre solutions. Every day, more than 1,200 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy.

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NICE Systems UK Ltd NICE offers global, data-driven software empowering organizations for better customer service, compliance, fraud prevention, and more. 25,000+ clients in 150+ countries trust NICE. Visit www.nice.com

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QSolve QSolve is a labor outsourcing and business process automation company that specializes in meeting the unique needs of the travel, entertainment, non-profit, education, retail, and telecommunication sectors.

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North of Tyne Combined Authority Would you like your call centre to have: UK’s lowest attrition rates UK’s lowest operational costs Extensive free recruitment programmes A grant of up to £1m Published ESG policy If so come and talk to us about how we can make this happen for you.

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QuestBlue QuestBlue is a direct USA carrier for call centers and a leading provider of cloud-based communication solutions, offering Unified Communications as a Service (UCaaS), Carrier Platform as a Service (CPaaS), and contact center solutions.

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Odigo Odigo provides Contact Centre as a Service (CCaaS) solutions and strategies that have helped over 250 clients in 100 countries around the world achieve customer experience success.

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Quiq Quiq leverages the power of Generative AI and Large Language Models to automatically resolve customer inqiries. If a customer’s question is not appropriate for AI automation, Quiq seamlessly passes control to human agents working in Quiq’s next generation contact center solution.

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OpenFin The Next Gen Agent Experience:Unify your contact center applications to increase agent productivity. OpenFin is a highly successful OS for Enterprise Productivity that is used by 23 of the top 25 banks in the world. OpenFin Workspace brings together apps and data into one unified desktop.

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RingCentral RingCentral is a market-leading business communications and collaboration provider.

Our cloud-based platform combines communication tools such as phone, messaging, video conferencing, webinar and customer engagement in a single integrated system, making processes much more efficient.

Oracle Oracle Communications, an Oracle Industry aligned business unit.

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PCI-PAL (U.K) PCI Pal® empowers companies to take payments securely and remove their business from significant risk posed by non-compliance and data loss. Our solutions secure payments in any business communications environment including voice, digital and contact centre.

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Scorebuddy Scorebuddy is a Cloud based Quality Assessment platform used to measure and improve staff performance by evaluating multi-channel customer interactions in contact centers.

Silver Lining Silver Lining provides customised tech solutions for businesses of all sizes, from budding startups to expansive enterprises in the UK. Embracing a consultative approach, we finely tune our services to align with your varying goals weather that’s in telecoms, IT, cloud, and data connectivity.

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callandcontactcentreexpo.co.uk // #CCCExpo23 @CallCentreEx

#CCC21

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Speakylink Speakylink is a French visual assistance solution, without installation/download, and for the call centers (after-sales service, customer service, complaints department, etc.).

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Sprinklr Our category-defining Customer Experience Management (Unified-CXM) platform is infused with Sprinklr AI+ to help every team across customer service and marketing to understand, engage, and deliver remarkable customer experiences across any modern channel.

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Squaretalk Squaretalk is the highest-rated CCaaS provider that gives businesses of all sizes a competitive edge. Our turnkey solutions help you support your current clients or reach new ones, improve efficiency, and reduce costs. The platform is user-friendly, secure, and integrates with 100+ business tools.

Uniphore Uniphore is the first built-for-scale, AI-native company that infuses AI into every part of the enterprise experience.

We leverage Generative AI, Knowledge AI, Emotion AI and workflow automation together as your trusted co-pilot for the world’s most engaging customer and employee experiences.

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VoiceInteraction

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VoiceSpin VoiceSpin is a global provider of cloud-based VoIP contact center software solutions.

VoiceSpin provides SMBs, mid-sized businesses, and large enterprises with a range of software tools, helping them easier manage their inbound and outbound customer communications.

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SuccessKPI SuccessKPI is a revolutionary insight & action platform that uses AI, analytics, and automation to remove the obstacles that contact center agents, managers, and executives face in providing a great customer experience.

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Voiceweb Voiceweb s solely focused on Contact Center technologies and has been one of the earlier pioneers of Speech & Natural Language Understanding for Customer Service since 2001 when these technologies were just emerging from R&D labs to commercially viable products & applications.

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Sycurio With Sycurio’s security comes as standard. We help businesses put payment CX and security at the heart of everything they do.

Our innovative payment solutions and services help organisations transform CX and simplify how they manage PCI DSS compliance and payment security.

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Vonage Vonage is redefining business communications, making communications more flexible, intelligent, and personal, to help enterprises stay ahead. We provide unified communications, contact centres and programmable communications APIs, built on the world’s most flexible cloud communications platform.

Webex by Cisco

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Talkative With Talkative, you can pick and choose the best-fit contact channels for your unique business use case, helping you increase revenue and efficiency.

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Talkdesk Talkdesk® is a global AI-powered cloud contact center leader for enterprises of all sizes.

Talkdesk CX Cloud and Industry Experience Clouds help enterprises deliver modern customer service their way.

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Zoom Zoom is an all-in-one intelligent collaboration platform that puts people at the center, enabling meaningful connections, facilitating modern collaboration, and driving human innovation through solutions like team chat, phone, meetings, omnichannel cloud contact center, smart recordings, and more.

TC&C TC&C, as a Cisco Select Developer and Premier Certified Partner provides innovative unified collaboration software solutions. Its flagship product is CARIN, the award-winning Cisco Compatible voice, video and virtual meeting recording, analysis, and archiving system empowered by AI.

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The Forum The Forum are the only industry body led

by Contact Centre Professionals for Contact Centre Professionals. Our combined experience of over 100 years in the industry our team of specialists are here to support and guide you as you navigate the changing expectations of your customers and your people.

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Twilio UK Limited Twilio Flex is a digital engagement center for the entire customer journey a sales tool for prepurchase conversations, a cloud-based contact center, and an in-app digital concierge.

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UKCCF

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CONTENT THEMES Social Media

Employee and Customer Experience Check it out: when your employees are happy, your customers can’t help but be thrilled too!

Social media – the ultimate communication powerhouse.

To level up your experience you’ll need to know how to create an awesome workplace vibe and supercharge those customer experiences, and that is where this track comes in.

Discovering the secrets to nailing this channel is a mighty journey, but this track will guide you through the power of connection, customer love and brand wizardry. Keep an eye on those insights and you’ll have a social power that will be incomparable to others.

Let’s be honest, if you nail these then everyone will be grinning like there’s no tomorrow.

Digital Transformation [AI] The robots aren’t taking over but the digital revolution has happened, and it’s time to take the next step. We want it to sharpen our aim and objectives to help us to automate, create, iterate, delegate, communicate and innovate. Embrace AI and all things digital to make you a superhero.

Personalisation We’re looking for that VIP treatment to make us feel warm and fuzzy. To create that special something we want crystal clear customer insights, personal touch in communication, and to unlock the power of our new AI friends. If we do this, we’ll be delighting customers every single time!

Analytics It’s time for the data geeks to shine! While you can unravel patterns and find hidden treasures within your customer data, it can be difficult to get and understand the answers to your questions.

Brand Loyalty

Releasing this insight locked in your data is part skill, part technology and here we aim to level up both parts.

We’re going on an adventure to discover the connection between brands and customers and what that special something is to create a relationship that never ends. From strategies that foster brand loyalty to creating a mutually beneficial environment, you’’ll have your customers hooked in no time.

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DAY 1: 29 NOVEMBER

CALL & CONTACT CENTRE EXPO AGENDA - DAY 1 Keynote

10:00-10:45

Future of the Contact Centre

Connected Contact Centre

CALL & CONTACT CENTRE EXPO AGENDA - DAY 1

Contact Centre Technology

Customer Satisfaction

Employee & Customer Experience

13:45-14:15

PANEL - Future of the Contact Centre James Revell, Director of Contact Solutions - Whistl Contact Solutions

Keynote

Future of the Contact Centre

Connected Contact Centre

Contact Centre Technology

What Goes Into a Successful CX Digital Transformation Strategy?

EXPERT PANEL: Future-proofing Your CX Strategy in the era of AI

The role of humans in an AI-enabled contact centre

Driving CX Efficiency Across Three Councils with RingCentral

Nerys Corfield, Director - Injection Consulting Limited

Jon Davis, CTO - Ivy Collection, Caprice Holdings, Bills Restaurants and The Birley Clubs

Chris Angus, VP Contact Centre Engagement, EMEA - 8x8

James Gilbert, Assistant Director – Corporate - Boston Borough Council, East Lindsey District Council, South Holland District Council - South & East Lincolnshire Councils Partnership

Ira Cohen, VP, Business Development & Marketing - MMDSmart

Thomas John, Vice President Partner Sales International Five9

Marc Monet, Head of Contact Centre Benefex

Shameem Smillie, Founding Member Women in CX

14:30-15:00

Sandra Thompson, Founding Director - The EI Evolution Customer Experience in the Age of AI Simon Broadbent, Senior Vice President - NICE

Go from legacy to legendary customer service: why AI transformation is your big bet

The future of CX is now: Unify your CRM & contact centre Craig Murray, Regional Vice President, Service Cloud - Salesforce

Josh Kanagy, SVP Sprinklr

Nick Wingrove, VP, Solution Consulting - Genesys

11:45-12:15

What do Team Leaders Need Martin Teasdale, Founder - Get out of Wrap

12:30-13:00

Martin Teasdale, Founder - Get out of Wrap

Martin Taylor, Deputy CEO Content Guru

Danny Wareham, Founder & Culture & Engagement Director - Firgun

Brought to you by Puzzel

AI Killer Apps Sean Taylor DL, CEO - Content Guru

CustomerAI: Effective, Personalised Customer & Agent Engagement using real-time data Camelia Suciu, Senior Manager, Solutions Engineering Contact Center, EMEA - Twilio Using Generative AI and a total experience strategy to drive CX and EX Vijai Shankar, Vice President, Product Marketing and Strategy - Uniphore

Stephen Kennedy, Director of solutions - eGain Communications Ltd

Customer Engagement Strategy: Level-Up or Game Over

Sandrea Morgan CMgr MCMI, Head of Customer Experience Oner Active

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Knowledge Management & Generative AI in Digital Customer Service

PANEL: Cultivating Commitment: Building Culture, Retention, and Development

Jo Garland, Senior Account Director Webhelp

Employee & Customer Experience

Do right by your customers & drive a better culture for your people Mark Lockyer, International Sales Director - CallMiner

Jackie Wright, Chief Delivery Officer - Public Sector Partnership Services Limited (PSPS)

James Revell, Director of Contact Solutions - Whistl Contact Solutions

11:00-11:30

Customer Satisfaction

The Fundamentals of Customer Service Outsourcing: how to get it right the first time.

Sandrea Morgan CMgr MCMI, Head of Customer Experience - Oner Active

AI & The Agent Experience Pete Brown, CX & Customer Engagement Expert - Cisco

Microsoft Teams Contact Centres, Understanding Your Options Tom Arbuthnot, Co-Founder Empowering.Cloud

The Future of Customer Contact: What’s hot here and now to accelerate performance with AWS 16:00-16:30

Mehmet Hussein, Diretor, Solutions Engineering Bandwidth

Supecharge your NPS, Efficiency and Employee Satisfaction in weeks with Generative & Conversational AI David Schreffler, General Manager, EMEA - Kore.Ai

How to onboard, empower, and retain agents using real-time guidance, analytics and AI Simon Black, CEO - Awaken Intelligence

Optimising CX : How Electrolux leveraged automated contact centre testing

Debbie Coveney Royal Borough of Greenwich

Redefining Customer Engagement with AI Jim Payne, Director, Product Marketing, Ai Contact Centre Dialpad

Contact Centre Evolution: Shaping Tomorrow’s Workforce

Russell Yeates, CX Specialist - AWS Amazon Web Services (AWS) Driving CX Excellence with ease: Compose a custom stack with telephony, CCaaS, and AIBrought to you by Bandwidth

William Carson, Director of Market Engagement ASCENSOS

Tom Darnell, Chief Operations Officer IRIS Clarity 15:15-15:45

Harriet Carr, Customer Success Manager Gamma

Premiumisation - The Future of Voice

Keith Gait MBA CCXP, Chief Executive The Customer Experience Foundation

A digital-first contact centre for the CX your agents and clients expect

Technology with a Human Touch: Unlocking the Power of AI

Why contact center automation doesn’t work (and what to do about it)

Gamify your contact centre and reap the rewards

Grigor Kotzev, Director of International Business Value Consulting - Khoros

Steve McSherry, UK Country Manager Daktela

Kylie Whitehead, Senior Director of Marketing - PolyAI

Chris Mounce, Quality Assurance and Coaching Specialist EvaluAgent

Supercharge contact centre efficiency with generative AI

Building Tomorrow’s Support Team: A Glimpse into the Future

Data and insight on why great candidates would choose to work at your contact centre, or not.

Declan Ivory, Vice President of Customer Support Intercom

Stephen May, Chief Marketing Officer HRGO Recruitment

Joël Viotti, Business Owner - Swisscom

Striking the Perfect Balance: Engagement, AI and Adherence in our contact centre Quantanite’s contact centre Andrew Hall, Chief Commercial Officer Quantanite

Pedro Andrade, Vice President of AI and Digital Channels Talkdesk

Driving success with Generative AIPowered Assistants Chris Barrow, Solutions Architect - Quiq Ejieme Eromosele, GM, EMEA - Quiq

END OF DAY 1

Eugenia Avramenko, Test Automation Lead Electrolux Sonal Garg, Founder & CEO CloudCX Andrea Pollard, COO - CloudCX Valliammai Senthilnathan,

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Manager-Electrolux

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DAY 2: 30 NOVEMBER

CALL & CONTACT CENTRE EXPO AGENDA - DAY 2 Keynote

10:00-10:45

Future of the Contact Centre

Connected Contact Centre

CALL & CONTACT CENTRE EXPO AGENDA - DAY 2

Contact Centre Technology

Employee & Customer Experience

Customer Satisfaction

Elevating customer service with Generative AI

Keynote

14:45-15:15

Leading in a Contact Centre Clayton Drotsky, Founder - Growth Crew Ltd

Priya Kurien, Global Telecom Leader IBM Institute for Business Value 11:00-11:30

Conversational AI: a threat or opportunity?

Kane Simms, Founder and CEO VUX World

11:45-12:15

Right Tech, Right Time, Right AI Ben Chandraraj, SVP Product Management Sprinklr

Harnessing AI for Consistent Customer Experiences James Mackie, Senior Enterprise Solution Consultant - Five9

Conversations with Colleagues: Feedback Models that work!

Transforming the contact centre through AI

Conversational Everything - Be where your customers are

Nicola Callan, Founder, Boost HR - Boost

Matt Jones, Product Manager EvaluAgent

David CreaseyBenjamin, Future Messaging Evangelist - Cisco

Hi, WHO are you today? - Introducing CARIN Deepfake Guard

12:30-13:00

Csaba Juhasz PhD, CEO - TC&C Csaba Juhasz Jr, AI Developer - TC&C

Which is most important… Customer Vulnerability, Employee WellBeing or Agent Performance?

Research Revealed: Voice of the Contact Centre Consumer 2023 - Brought to you by Odigo & the CCMA Stephen Yap, Research Director Odigo & CCMA

Digital Support: Zoom’s Journey From Startup to Standout Jeff Harling, Head of Digital Support Zoom

Say goodbye to rip and replace, Hello to smooth transition to your cloud contact centre Mike Odekerken, Sales Director - DACH, UK/I & Nordics - Twilio Is CSAT Possible Without ESAT? How EE enhanced employee engagement and customer happiness with AI & Automation.

Iqbal Javaid, Head of CX Solution Engineering EMEA - Zoom

Graeme Gabriel, WFO Solution Consultant - NICE

Maximizing ROI of your CX Investments

Brought to you by 5mins

Mindfulness for the Contact Centre Sean Tolram, Mindfulness Teacher & Coach - My Trained Mind

If data is the new oil, AI is the new electricity powering Contact Centre transformation Vijai Shankar, Vice President, Product Marketing and Strategy - Uniphore

Beyond Words: Visual Interaction - The next phase in evolution of the contact centre Pete Jones, Founder & CEO - Grypp

Automate your Quality Assurance with GPT-powered AI Mervi Sepp Rei PhD, Head of ML and Data - Klaus

POV: Hunter, farmer or bean counter, we’re all responsible for clients. (Oh and by the way, QBRs are dead) Beverley Hughes, Director - Mullard Associates

Vikram Barate, Director Engineering - GS Lab | GAVS Swapnil Warkar, Engineering Head & Principal Architect GS Lab | GAVS

Customer Satisfaction

Employee & Customer Experience

Future Proofing Your Contact Centre in 2024 with AI Jamie Cooper, Chief Product Officer Natterbox James Radford, Product Manager Natterbox

AI powered translation for live voice calls by ConnectLingua

Raza Jivani, CEO Interact CX

Harriet Edwards Puzzel

Sibtain Kanani, AI Lead Professional Services Interact CX

Roland Green Puzzel

Waqqas Khan, Lead Software Engineer Interact CX

END OF DAY 2

CALL & CONTACT CENTRE EXPO THE TRAINING & NETWORKING ZONE

By the numbers - the unintended consequences of “measuring what matters”

DAY 1 11:45-12:15

Secure and optimise your contact centre Matt Stevens, Sales Manager - Google ChromeOS

13:15-13:45

WORKSHOP: Productivity and understanding the true value of time

Phil Anderson, Director - The Forum

Phil Anderson, Director - The Forum

Chris Rainsforth, Director - The Forum

Chris Rainsforth, Director - The Forum

WORKSHOP: Hybrid, flexibility and future ways of working

WORKSHOP: Operating model design and effective target setting

Chris Rainsforth, Director - The Forum

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DAY 2

WORKSHOP: Forecasting and shaping the future with playbooks

Phil Anderson, Director - The Forum

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Craig Murray, Regional Vice President, Service Cloud - Salesforce

CX thrives on OpEX

Ian Taylor, Head of CX Commercial - Avoira

14:00-14:30

AI-Powered Fraud Detection: Implementation & Business Impact in Contact Centers

Contact Centre Technology

Faizan Badar, Solutions Architect - Interact CX

Pete Dunn, Head of Client Engagement - BPA Quality

Dácil Borges, Global Director Consultancy - Xdroid

The future of CX is now: Unify your CRM and contact centre

15:30-16:00

Wayne Mitchell, Planning & Scheduling Manager - EE

Raman Sharma, Associate Director HCLTech

Connected Contact Centre

Nick Wingrove, VP, Solution Consulting Genesys

Expanding CX Capabilities to Employees Beyond the Contact Center Jon Zoltie, Contact Centre Specialist AudioCodes

Future of the Contact Centre

SPONSORED BY:

Phil Anderson, Director - The Forum Chris Rainsforth, Director - The Forum

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SPEAKERS

SPEAKERS

Jon Zoltie Contact Centre Specialist AudioCodes

Stephen Yap Research Director Odigo & CCMA

Jackie Wright Chief Delivery Officer, Public Sector Partnership Services Limited (PSPS)

Kylie Whitehead Senior Director of Marketing PolyAI

Ian Taylor Head of CX Commercial Avoira

Camelia Suciu Senior Manager, Solutions Engineering - Contact Center, EMEA Twilio

Matt Stevens Sales Manager Google ChromeOS

Shameem Smillie Founding Member Women in CX

Swapnil Warkar Engineering Head & Principal Architect GS Lab | GAVS

Danny Wareham Founder and Culture & Engagement Director Firgun

Joël Viotti Business Owner Swisscom

Sean Tolram Mindfulness Teacher & Coach My Trained Mind

Kane Simms Founder and CEO VUX World

Raman Sharma Associate Director HCLTech

Vijai Shankar Vice President, Product Marketing & Strategy Uniphore

Mervi Sepp Rei PhD Head of ML and Data Klaus

Sandra Thompson Founding Director The Ei Evolution

Martin Teasdale Founder Get out of Wrap

Sean Taylor DL CEO Content Guru

Martin Taylor Deputy CEO Content Guru

Valliammai Senthilnathan Program Test Manager Electrolux

David Schreffler General Manager, EMEA Kore.ai

James Revell Director of Contact Solutions Whistl Contact Solutions

Chris Rainsforth Director The Forum

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SPEAKERS

SPEAKERS

James Radford Product Manager Natterbox

Andrea Pollard COO CloudCX

Jim Payne Director, Product Marketing, Ai Contact Centre Dialpad

Chris Mounce Quality Assurance and Coaching Specialist EvaluAgent

Grigor Kotzev Director of International Business Value Consulting Khoros

Waqqas Khan Lead Software Engineer Interact CX

Stephen Kennedy Director of solutions eGain Communications Ltd

Sibtain Kanani AI Lead Professional Services Interact CX

Sandrea Morgan CMgr MCMI Head of Customer Experience Oner Active

Marc Monet Head of Contact Centre Benefex

Wayne Mitchell Planning & Scheduling Manager EE

Steve McSherry UK Country Manager Daktela

Josh Kanagy SVP Sprinklr

Csaba Juhasz PhD CEO TC&C

Csaba Juhasz Jr AI Developer TC&C

Matt Jones Product Manager EvaluAgent

Stephen May Chief Marketing Officer HRGO Recruitment

James Mackie Senior Enterprise Solution Consultant Five9

Mark Lockyer International Sales Director CallMiner

Priya Kurien Global Telecom Leader IBM Institute for Business Value

Pete Jones Founder & CEO Grypp

Thomas John Vice President Partner Sales I nternational Five9

Raza Jivani CEO Interact CX

Iqbal Javaid Head of CX Solution Engineering EMEA Zoom

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SPEAKERS SPEAKERS

SPEAKERS

Declan Ivory Vice President of Customer Support Intercom

Mehmet Hussein Director, Solutions Engineering Bandwidth

Beverley Hughes Director Mullard Associates

Jeff Harling Head of Digital Support Zoom

Andrew Hall Chief Commercial Officer Quantanite

Roland Green Puzzel

James Gilbert Assistant Director

Jo Garland Senior Account Director Webhelp

Sonal Garg Founder & CEO CloudCX

Keith Gait MBA CCXP Chief Executive The Customer Experience Foundation

Graeme Gabriel WFO Solution Consultant NICE

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Harriet Edwards Puzzel

Pete Dunn Head of Client Engagement PA Quality

Clayton Drotsky Founder Growth Crew Ltd

Jon Davis CTO Ivy Collection, Caprice Holdings, Bills Restaurants and The Birley Clubs

Tom Darnell Chief Operations Officer IRIS Clarity

David CreaseyBenjamin Future Messaging Evangelist Cisco

Debbie Coveney Royal Borough of Greenwich

Nerys Corfield Director Injection Consulting Limited

Ejieme Eromosele GM, EMEA

Jamie Cooper Chief Product Officer Natterbox

Ira Cohen VP, Business Development and Marketing MMDSmart

Ben Chandraraj SVP Product Management Sprinklr

William Carson Director of Market Engagement ASCENSOS

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Corporate, Boston Borough Council, East Lindsey District Council, South Holland District Council - South & East Lincolnshire Councils Partnership

Quiq

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SPEAKERS SPEAKERS

SPEAKERS SPEAKERS

Harriet Carr Customer Success Manager Gamma

Nicola Callan Founder Boost HR, Boost

Pete Brown CX & Customer Engagement Expert Cisco

Simon Broadbent Senior Vice President NICE

Pedro Andrade Vice President of AI and Digital Channels Talkdesk

Phil Anderson Director The Forum

Dácil Borges Global Director Consultancy Xdroid

Simon Black CEO Awaken Intelligence

Chris Barrow Solutions Architect Quiq

Vikram Barate Director Engineering GS Lab | GAVS

Mike Odekerken Sales Director - DACH, UK/I & Nordics Twilio

Craig Murray Regional Vice President, Service Cloud Salesforce

Faizan Badar Solutions Architect Interact CX

Eugenia Avramenko Test Automation Lead Electrolux

Tom Arbuthnot Co-Founder Empowering.Cloud

Chris Angus VP Contact Centre Engagement EMEA, 8x8

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Russell Yeates CX Specialist AWS, Amazon Web Services (AWS)

Nick Wingrove VP , Solution Consulting Genesys

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HERE ARE THE DATES FOR

THANK YOU TO OUR PARTNERS

The Forum are the only Industry body led by Contact Centre Professionals for Contact Centre Professionals. With a combined experience of over 100 years in the industry our team of specialists are here to help, support and guide you as you navigate the changing expectations of your customers and your people.

- The largest library of Best Practice materials ANYWHERE! - Industry leading Collaboration days and virtual conferences - Access to an extensive Learning Academy offering accredited training & development - A huge range of virtual networking & specialist discussion groups covering every aspect of our wonderful industry - Annual Awards programme - Standards benchmarking

NEXT YEAR

Telecom Reseller is your source for news, information and insight on Unified Communications, Cloud and Collaboration. We report extensively on enterprise grade cloud, mobility, Teams, AI and on prem based solutions. Our eBulletins, podcasts, broadcasts, online and print editions reach over 40,000 qualified readers. For a free subscription visit http:// telecomreseller.com/subscribe-form/. Connect your story with the channel, enterprise end user and carrier communities: Contact Doug Green for a media kit publisher@usernews.com and visit www.telecomreseller.com.

27 - 28 NOVEMBER | ExCeL, LONDON

ContactBabel is the contact centre industry expert. If you have a question about how the industry works, or where it’s heading, the chances are we have the answer.

Since 2011, Customer Experience Magazine has been delivering industry news, CX guides, and best practices. We became home to more than 30,000 CX professionals across the globe. We are proud creators of CXM Review, a world-class CX publication. We invite you to join us in shaping the CX industry, where transparency, equity, quality, and connection define our success.

We help US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this.

The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

If you have a question about the contact centre and CX industry, please get in touch.

Email: info@contactbabel.com Website: www.contactbabel.com Telephone: +44 (0)1434 682244

VUX World is the front door to the world of AI-powered customer experience, helping business leaders and teams understand why voice, conversational AI and NLP technologies are revolutionising how we live, work and get things done. We help executives formulate the future of customer experience strategies and guide teams in designing, building and implementing revolutionary products and services built on emerging AI and NLP technologies.

Get out of Wrap is the Contact Centres most well known and followed podcast and Linkedin Live TV show.

The Team Leader Community is an online community for Team Leaders.

Live streams, training courses, daily content, masterclasses,

The UKCCF is the trade association for the UK contact centre sector. Our target audience is Contact Centre Managers/Directors in all sectors.We host events throughout the UK that promote best pactice.

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