Digital T - Issue 7

ISSUE 7

November 2021 Brought to you by

MA R C H 16 & 17 | 2 0 22 LA S VE G A S CO NVE NTI ON C E N TE R

Issue 7 - November 2021

Welcome to the November 2021 Edition of Digital T! The Digital T is packed with information on our Speakers, Sponsors, and Exhibitors who will be attending our 2022 show in Las Vegas!

These industry leaders will be offering the happenings and up-andcoming trends that have been transforming customer contact, customer service, and digital solutions across multiple industries and markets.

Digital T is the official magazine of The Call & Contact Center Expo taking place March 16th & 17th 2022 at the Las Vegas Convention Center.

Check out this month’s articles and stay ahead of the digital curve!

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Issue 7 - November 2021

Monthly Tech Update

AI Transforming Customer Service What Is Robotic Process Automation?

Like AI and Machine Learning, Robotic Process Automation, or RPA, is another technology that is automating jobs. RPA is the use of software to automate business processes such as interpreting applications, processing transactions, dealing with data, and even replying to emails.

RPA automates repetitive tasks that people used to do.

Although Forrester Research estimates RPA automation will threaten the livelihood of 230 million or more knowledge workers or approximately 9 percent of the global workforce, RPA is also creating new jobs while altering existing jobs. McKinsey finds that less than 5 percent of occupations can be totally automated, but about 60 percent can be partially automated.

For you as an IT professional looking to the future and trying to understand new technology trends, RPA offers plenty of career opportunities, including developer, project manager, business analyst, solution architect, and consultant. And these jobs pay well.

An RPA developer can earn over 534K rupee per year - making it the next technology trend you must keep a watch on!

See Full Article

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Issue 7 - November 2021

Sponsor Spotlight

Cloudonix Partners with Balto AI to Help Contact Centers Close Deals 3 Minutes Faster We at the Call and Contact Center are proud to announce Twillo as a sponsor for our 2022 show!

Twilo has millions of developers around the world using it to unlock the magic of communications to improve any human experience.

They have 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.

See Full Article

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Issue 7 - November 2021

Speaker Spotlight a

Jill Christensen Employee Engagement Expert & Best-Selling Author Jill Christensen International Jill Christensen is one of the most in-demand and highest-rated female speakers in the world today. Named a Top 200 Global Thought Leader to Watch and Top 101 Employee Engagement Influencer, she takes audiences on a journey that educates and inspires people to act.

In the past three years, Jill has presented her proven strategy to re-engage employees to 250,000 people in 33 industries, 38 U.S. states, and 10 countries.

This is why she will be among some of the most sought out experts at our Call and Contact Center Expo in 2022!

See Full Article

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Issue 7 - November 2021

Solution of the Month

NTRAE INFOTECH Ntrae Infotech is a smart software development company & which is now run by Mrs.Nirali P. Vyas who has been the CEO since 2017. But that is not where they started, their Founder planted the seeds back in 2015 and to this day they are still going to do their best to give you solutions in this IT World.

Up until 2018, their clients were mainly based in Florida, Singapore, Ontario, UAE, and India. Since then they have expanded, their main aim is to serve the community with their finest and readyto-use web application with Cyber Security Solutions.

Read Full Article

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Issue 7 - November 2021

Meet The Innovators

Meet this month’s company heroes of The Digital T! These revolutionary people and organizations are at the forefront of providing tech and digital solutions for the customer experience industry and beyond!

Dr. Venky Krishnaswamy CEO - Koopid Inc. Dr. Venky Krishnaswamy is the founder and CEO of Koopid Inc., a venturebacked SaaS company based in the Bay Area. Koopid’s AI-powered CX Orchestration platform simplifies consumer-to-business conversations, delivering frictionless engagement across channels and dramatically speeding up service.

Venky was previously worldwide head of Avaya Labs, the research division of Avaya Inc., with responsibility for incubating new products and solutions.

He is recognized as an industry pioneer in the enterprise communications industry and holds over 50 granted US patents. He is a two-time winner of the prestigious Thomas Edison Award presented by the R&D Council of New Jersey for his influential patents on the use of AI techniques in Unified Communications and context processing in Contact Center applications. Venky has also been featured or keynote speaker at many leading conferences and industry events.

This is why he will be among some of the most sought out experts at our Call and Contact Center Expo in 2022!

Be sure to catch Venky’s Seminar, “The Future of Customer Service is Digital-First and AI-Native”, at the Call & Contact Center Expo in Las Vegas this March!

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Issue 7 - November 2021

Meet The Innovators

Companies want to provide their customers with the best customer services possible, especially in this age of outsourcing this service and fierce competition for customers’ business. In the age of cloud innovation, constant technology development, and globalization, these experiences are constantly evolving.

Living in a 24hr, 7 days a Week Digital, Customer Services World.

Customer service remains a critical part of every business. If companies fail to support customer service platforms, they will lose billions of dollars a year due to poor customer services. Call centers play an important role for ensuring effective customer service. With e-commerce and international shipping connecting customers around the world, customers live will need help across different time zones. Having an effective customer service call center will make customers choose one company over another. Also, customers will want to call the customer service hotline when it is convenient for them. So, call centers must be operative 24/7 in order to provide the best customer services possible. Call centers must be able to maintain their business without interruptions or technical glitches because these facilities are often the only contact customers will have with the company. Call centers have never been in higher demand, especially due to the COVID-19 pandemic.

Learn more about the Frontline Group at the Las Vegas Call and Contact Center Expo!

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Issue 7 - November 2021

Meet The Innovators

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Jiquanda Nelson

Senior Director of Community & Culture - Concentrix | Diversity, Equity, & Inclusion Chair - PACE Jiquanda is passionate about connecting people with opportunities at work and in their community. As senior director of Community and Culture at Concentrix, a $5B customer and technology engagement organization, she leads efforts for equity and inclusion, wellbeing and ethics, sustainability and responsibility. Her team is laser focused on sustaining an equitable and inclusive workplace that reflects the diversity of Concentrix clients. They are the magic that creates a sense of belonging, where everyone can be their authentic selves, are at their healthiest, and feel valued.

This is why she will be among some of the most sought out experts at our Call and Contact Center Expo in 2022!

Vaibhav will be discussing “Ally to Action: Unlocking Innovation through Diversity and Inclusion” during his Keynote Session at the Call & Contact Center Expo at the Las Vegas Convention Center!

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Issue 7 - November 2021

Partner Shoutout

Our Partners to The Call & Contact Center Expo, the organizations leading the way for stronger communities in customer engagement and satisfaction.

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Looking to be included in an upcoming edition of Digital T? Contact Eddy Lawrance at eddy.Lawrance@prysmgroup.co.uk for more information.

Sponsorship Opportunities Are Now Available!