CCC, CUX, SCCB - Show Preview 2020

18 & 19

MARCH

Wed 10 am - 5 pm Thur 10 am - 4:30 pm

THE ULTIMATE CUSTOMER-CENTRIC EVENT, DEDICATED TO TRANSFORMING

BUSINESS EFFICIENCY AND CONSUMER INTERACTION

SPONSORED BY

HUNDREDS OF INDUSTRY-LEADING EXHIBITORS

ENLIGHTENING SEMINARS FROM THE SECTOR’S MOST RESPECTED EXPERTS

INVALUABLE HANDS-ON MASTERCLASSES

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Call & Contact Centre p06 SPEAKERS p12 MASTERCLASSES

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CXONCLOUD Visitor Feedback Survey: We are delighted to bring you our official visitor feedback survey, alongside CXONCLOUD! Don’t forget to take the survey, to let us know what you think of this year’s event...

To take our survey, a QR code will be displayed at various places in the venue. Simply scan the QR code with your device, input your details, select whether you are a sponsor or delegate and complete the feedback questions to rate the event.

Customer + User Experience p10 SPEAKERS p12 MASTERCLASSES p13 CONTENT ARTICLE: CXPA’S INNOVATION AWARDS ARE COMING

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Smart Communication + Connected Business p16 SPEAKERS p18 CONTENT ARTICLE: WHY ARE COMMUNICATION &

MASTERCLASSES

Take part in expert led masterclass sessions, brought to you by 8x8 and sovran. These interactive sessions allow you to apply the latest solutions to real-world scenarios, so get booked in now!

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R N S O E D BY :

COLLABORATION VITAL TO BUSINESS SUCCESS?

VIP, Press & Speaker Lounge Our lounge is the perfect place to step away from the hustle and bustle of the show floor, grab some refreshments and immerse yourself in our exclusive VIP experience.

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Exhibitors listings p

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Floorplan

HIGHLIGHTS

KEYNOTE SPEAKERS

Join us for our incredible programme of expert-led seminar sessions, from the likes of…

UC Today Newsdesk: Join the UC Today team as they interview elite CX and unified communication professionals on the sector’s most pressing issues and forthcoming solutions.

BEN LEE

DAVE THOMSON

NICK KING

NICOLA MILLARD

NIENKE RIS

VAUGHAN KLEIN

MODALITY

BT

SALES FORCE

MICROSOFT

AUTOTRADER

CISCO

LIVE AWARDS Join us in recognising the people, products and services innovating their way to the forefront of their respective sectors.

NETWORKING AREAS Grab a coffee, gather your business cards and catch up with all of your new connections, in one of our dedicated networking areas.

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THE ULTIMATE EVENT FOR THE CUSTOMER ENGAGEMENT WORLD Are you ready for the Call & Contact Centre Expo’s biggest event to date?

A new decade brings a wealth of new opportunities for the customer engagement world, and 2020 is the year to master your strategy!

We’ve never been more excited to bring you two days of unmissable innovation, advice and insights from industry professionals at London’s ExCeL! The 18th & 19th March is your chance to discover, learn and explore the future of the customer engagement world and take advantage of the incredible features the show has to offer.

Our floor plan has grown and this year you’ll see the likes of Google Cloud, Mitel,

SPONSORS:

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BT & Salesforce take to the stage to pass on their incredible industry knowledge, whilst providing you with a hub of unimaginable networking opportunities.

Your free ticket will also give you unprecedented access to the Customer + User Experience Expo - showcasing the latest tech and tips to take your CX strategy to the next level. You’ll also be the first to experience the launch of the Smart Communication + Connected Business Expo - the key to optimisation, collaboration and simplified communication!

Welcome to the Call & Contact Centre Expo, 2020.

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@CallCentreEx #CallContact20

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KEYNOTE THEATRE 1 SPONSORED BY

If there’s one thing we’ve mastered, it’s how to bring you an unsurpassable keynote line-up featuring some of the biggest names in the business - and this year may be our best yet.

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DAVE THOMSON Solution Engineer | Salesforce

THE NEW AGE OF HUMANCENTRIC SERVICE

pth of whelming de ent With an over er engagem om st cu e es nd th , hi ce be s en ri et cr pe ex e se be spilling th successful d an experts will t en ci most effi running the ound today. t Centres ar ac nt Co & Call gies the technolo erything from dustry, to ev ng ri ve Co e in future of th re to shaping the strategies su ng ki in th dkeynote r ou the forwar ch ur CX approa yo unity m rt or sf po tran ble op e an unmissa customer e th speakers ar in l ce oking to ex for those lo t world. en m ge enga

THE AUTONOMOUS CUSTOMER 2020: TRENDS SHAPING YOUR FUTURE CUSTOMER EXPERIENCE NEIL TITCOMB Managing Director - UKI | Odigo

Great customer service is built on personalised customer relationships. But today, as service requests increase and customer expectations heighten, companies are struggling to deliver quality customer service at scale - often sacrificing the personal touch in favour of closing cases quickly. In this session, we will look at how AI, automation, connected customer engagement and field service can come together to solve this conundrum.

DR NICOLA MILLARD Head of Customer Insight & Futures | BT It’s the 10th anniversary of BT’s Autonomous Customer research and this year we’ve surveyed 6000 customers across 12 countries about their expectations from customer experience, their channel choices and what role the contact centre plays in this. This presentation will unpick some of the trends, surprises and themes of 2020, as well as reflecting on what we got right (and wrong) in the 10 years since we started this research.

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AI is being increasingly deployed in the contact centre environment. But what type of companies and for what purpose are AI driven solutions being deployed and where is it making an impact? How can it be used to personalise, automate and transform customer experiences, whilst not alienating customers and demonstrating value to all involved. Join Odigo for a unique session based on findings from Senior Business Decision Makers surveyed. Based on senior executive research, this presentation will look at the key trends and attitudes identified, the adoption of such technology and the reality of successful implementation.

AI & CUSTOMER EXPERIENCE – LATEST TRENDS

5 TOP TIPS FOR INVESTING IN CONTACT CENTRE TECHNOLOGY

JOHN FINCH AVP Product Marketing Contact Centre | RingCentral

HOW TO DELIVER AN EFFORTLESS CUSTOMER EXPERIENCE

Discover the technology and strategies needed to build a truly integrated customer service solution.

See how organisations benefit from enabling ever-increasing connected services and channels including messenger and social media applications like Apple Business Chat, Messenger, Facebook, Instagram, WhatsApp and Twitter.

Listen to John talk about the future of enterprise customer engagement that will connect both customers and employees across your organisation, to solve customer service needs quickly and effectively.

STEVE POWELL & NERYS CORFIELD Head of Sales Contact Centre Solutions UK&I & Contact Centre Consultant | Atos Choosing a Contact Centre technology partner is complicated.

Whether you are looking for a wholesale transformation or simply want to add new contact channels the marketplace is bursting with options. Steve and Nerys spend a lot of their working days helping businesses navigate these options.

With a combination of deep contact centre technology and operational experience this keynote will help you make the investment that is right for you.

DANIEL ORD Founder | Omnitouch International There are right ways to bring out productivity in the Contact Centre - and wrong ways. But the most interesting ways have to do with metric redesign, channel optimization and other decisions made by the management team. In this session, we’ll look at the ‘old’ ways of looking at productivity and emerging ‘new’ ways that will keep your Contact Centre firmly on the CX path.

HOW TO MAKE YOUR CONTACT CENTRE AGENTS MORE PRODUCTIVE

FROM CONTACT CENTRE TO EXPERIENCE CENTRE NATALIE KEIGHTLY Solutions Marketing Director | Avaya

DOMINIQUE PFEFFER Contact Center AI Partner Lead | Google Cloud

In a world where Customer Experience determines the difference between success and failure, the impact on the organisation has been dramatic. None more so than on the contact centre, because in an increasingly online, digital world, the human touch has become even more critical to the customer experience!

But do you really understand the impact this has on your contact centre agents, their skills, their functions, their positions? Do you really appreciate the transformation required to enable them? And have you fully equipped your agents for success?

SHAMEEM SMILLIE Mitel Contact Centre Sales Lead | Mitel

USING THE POWER OF GOOGLE CLOUD CCAI TO TRANSFORM YOUR CX Automated. But always personalised. Every customer engagement needs to be fast, smart and seamless. Many businesses are looking to embrace cloud technologies and AI to help provide better, more helpful customer experiences and personalized, intuitive customer care from the first “Hello.” Hear from Google & Mitel on how you can use the power of AI to personalise, automate and transform customer experiences to make every connection count.

YESTERDAY AND TODAY, THE FUTURE OF YOUR CONTACT CENTRE ZACK TAYLOR Director of Strategic Communications, Cisco Contact Centre | Cisco

Contact Centres are transforming at an amazing rate, yet they often depend on precepts that have been in place for years. This informative session will blend the old with the new, allowing the attendees to better prepare for the future of their contact centre.

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THE UK’S BIGGEST CUSTOMER & USER EXPERIENCE EVENT Welcome to the UK’s biggest Customer + User Experience event, connecting the most proactive professionals with the tips, techniques, innovations and strategies needed to take their CX + UX strategy to the next level.

Following the fantastic success of last year’s show, we’re expanding and taking over London’s ExCeL on the 18th & 19th March for our biggest event to date. Bringing you unparalleled content, join us to explore the latest industry trends and technologies to ensure you’re delivering the excellence your consumers deserve.

Our show floor will boast more cuttingedge exhibitors as we welcome some of

SPONSORS:

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the biggest suppliers in Customer and User Experience. Expand your CX knowledge and gain invaluable insights by attending our unmissable Seminars, featuring expert Keynote Speakers from some of the world’s biggest names including Microsoft, Barclays & AutoTrader.

Your free ticket will provide you with unprecedented access to the coveted Call & Contact Centre Expo and the official launch of the Smart Communication + Connected Business Expo; your key to optimisation, collaboration and simplified communication.

Welcome to the Customer + User Experience Expo, 2020.

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@CUXpo #CUX20

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KEYNOTE THEATRE 2 SPONSORED BY

Having produced a tremendous line-up of speakers at our launch show last year, we’re excited to be back with a bang in 2020, securing some of the most innovative and successful masterminds in the industry!

2020

E T O N Y KE S R E K A SPE

ence lth of experi are their wea unity rt po op Raring to sh ur yo dge, this is ose who and knowle vice from th ad le ab lu va vealing Re . to gain in nd ha tenced it firs ri ess, pe ex su ve ha crets to cc r biggest se es gi te ra st some of thei & technologies e g th on g al in e ud m incl ere, co get them th iding ov pr that helped to th e join the pa and learn th CX & UX! d le unparalle

NIENKE RIS Customer Experience Lead Modern Workplace | Microsoft

THE IMPORTANCE OF AN INNOVATIVE CULTURE FOR SUCCESS

TAKING BEHAVIOURAL SCIENCE FROM PARLOUR GAMES TO INTELLIGENT DESIGN

To drive strong customer experience, it’s key for organizations to focus on their employee experience and foster an innovative culture.

In this keynote Nienke Ris will share the ingredients of an innovative culture to drive more business growth and increase the level of happiness of your employees.

DR PETER BROOKS Chief Behavioural Scientist | Barclays Human decision making is a mess of conflicting biases and inconsistencies. It’s easy to show how people fail basic tests of rational decisions but how do we take the insights of behavioural science and actually help people make better decisions? This seminar will challenge you to think not only of great user experiences but also of how people interact with you in unexpected ways.

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JAMES DODKINS Founder | Rockstar CX In this high energy, entertaining and musical keynote you’ll learn lessons from a former real - life, award winning rockstar. This is the world’s first and only musical CX Keynote. ‘Customer Experience Rockstar’ & Host of Amazon Prime’s ‘This Week in CX’, James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11.

James is even going to dust the cobwebs off of his guitar to give you all a musical experience that you’ll never forget.

RULES FOR ROCKSTARS

NICK KING Insight Director | AutoTrader

THE FUTURE OF RETAILING. IS IT ALL GOING ONLINE?

How long before online really takes off for Car buying or house purchases? What age groups have embraced this and is this the end of the high street retailer? Is virtual reality and artificial intelligence the answer? Nick will highlight the opportunities and threats these pose and deliver insights into what the future will look like and how we can all succeed.

NIKKI PATEL Senior Advisor & Clinician | Carbyne Carbyne deliver next generation digital communication solutions for emergency services by enabling live video from a callers device to police, fire and ambulance services. As well as having access to public CCTV and advanced mobile location, situational awareness is enhanced so call handlers can react faster and smarter.

This presentation will give an overview of how Carbyne are improving emergency responses to incidents and ultimately saving lives.

DELIVERING NEXT GENERATION COMMUNICATION SYSTEMS FOR EMERGENCY CARE

JERRY ANGRAVE Customer Experience Director | Empathyce It’s one thing to generate feedback from customers, employees and partners.

Understanding it and using it to drive action at a cultural, strategic and tactical level is quite another. In this seminar we’ll look at the pillars of a sustainable customer experience programme and how insight is used to ensure we’re focusing finite resources on the things that will drive most value for our customers and our business.

USING INSIGHT TO STRENGTHEN YOUR CUSTOMER EXPERIENCE PROGRAMME

A TRIP FROM COMMODITY IMPROVEMENT TO EMOTIONALLY ENGAGED EXPERIENCES DAVID RUIZ CX & Design Director | e.Voyageurs SNCF

CHANGING CONSUMER BEHAVIOUR AND HOW TO ADAPT YOUR BUSINESS TO BE TRULY CUSTOMER CENTRIC MARTIN NEWMAN The Consumer Champion | The Customer First Group

Mobility is perceived as a commodity on a daily basis, essentially forgettable, whereas it could also be highly emotional. Who has never been late because of a transport incident? Or moved by the arrival or departure of someone in a train station?

In this presentation we’ll have an operational vision of how we are trying to continuously improve our CX to ensure a trustful commodity and an emotionally engaged service.

Martin will present the building blocks for customer centricity including how to meet the changing needs of customers, the need for an employee first business, social responsibility, a brand with purpose, customer engagement and the drivers for maximising customer lifetime value.

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Contact Centre Trends Q&A Critical cloud communications business case questions Are you network ready for the cloud?

Why is CPaaS a game-changer?

ABOUT THE SPONSOR

8x8 is helping companies to respond faster and smarter to exceed customer expectations by combining voice, video, chat and contact centre communications with analytics in a single intelligent cloudbased platform.

8x8 eliminates information silos to expose vital, real-time intelligence across all clouds, applications and devices to improve individual and team productivity, business performance and customer experience.

More than a million business users rely on the 8x8 Communications Cloud to reduce complexity and cost, accelerate high performance and enhance the overall customer experience.

WE’RE THE HUMAN VOICE IN THE COMPLEX VOICEBOTS SPACE sovran will provide a live demonstration and Q&A, on how we out-perform any other application on delivery and performance using our Natural Language VPA (Voice Powered Automation) in complex conversations, including omni-channels or challenging environments.

AT A GLANCE

Have a question about improving customer experiences through cloud communication? Our friendly team of experts will be running a series of Masterclasses throughout both days at stand 1730. Come along to see sessions on:

AT A GLANCE

MASTERCLASSES 12

CALL & CONTACT MASTERCLASSES

Be engaged in a real live demonstration that you drive - no smoke and mirrors Understand how we are able to achieve the highest automation rates and fast deployment Comprehend how we deliver the best commercial bots for enterprise in under 120 days See the Net Promoter Scores (NPS) that will support your brand How we are able to use our VPA across both Cx and Ex as a today proven offering

ABOUT THE SPONSOR

sovran is a proven AI disruptor for enterprise markets and works with Cisco, Sky and Octo Telematics, as well as many other companies. We provide the ‘best in class’ natural language bots, which are available today in 8 languages for complex applications required in both Cx and Ex environments.

LIMITED SPACES

book E AVAILABLE! ONLIN callandcontactcentreexpo.co.uk/masterclass cu-experienceshow.co.uk/masterclass

CONTENT ARTICLE

CXPA’s Innovation Awards are Coming Adi Ignatius, writing for Harvard Business Review, notes that “the origin of the phrase ‘innovate or die’ is a matter of some dispute,” with some attributing it to management guru Peter Drucker and others claiming a different provenance. Regardless, Ignatius says, “the sentiment is now widespread: stay ahead of the pace of change or you’re toast.”

Customer experience professionals, who are often tasked with improving existing experiences, can play a key role in the design of new ones.

THE CX LEADER’S ROLE IN DRIVING INNOVATION CXPA member Crystal Collier says that innovation is critical to the success of any business--and that CX must lead the way.

“CX leaders have the opportunity to drive innovation in their organization,” Collier says. “We all know that customers expect an Amazon type of service no matter what industry we’re in, no matter what products we’re delivering, no matter what’s we doing.

The expectations are so high, and we’ll only get there through innovative, envelope-pushing means.”

CXPA’S INNOVATION AWARDS In an acknowledgment of the critical role that innovation plays in creating better experiences for customers, CXPA recognized its first group of innovation award winners in 2012 and has accepted submissions every year since, with past winners including UnitedHealth, Blue Cross Blue Shield of Michigan, Safelite Autoglass, the NBA’s Oklahoma City Thunder, Cisco, John Deere, Dell Technologies, and Hertz.

Greg Melia, CAE and CEO of CXPA, says that recognizing innovation is critical for the association. “A willingness to change to meet customer needs is at the heart of a customer experience commitment. CXPA is committed to celebrating the innovation accomplishments--and teams behind them--so that we can all learn how we too might better innovate and deliver next-level customer experiences.”

FOR OUR INNOVATION AWARD WINNERS, “TEAM” IS CRITICAL TO ACHIEVING SUCCESS. Hertz, which developed a novel process to move customers through the car rental process by using biometrics, was a winner

For our innovation award winners, “team” is critical to achieving success of the 2019 innovation award. Region Vice President Jeff Nieman says that collaboration was key to the success of the effort. “To develop an innovative idea like this throughout a large corporation was done all through collaboration, from the operations to the technical teams in IT, to the marketing department who packaged and bundled this, to the project team that went on the ground to tie all of it together and to implement it.”

WHAT’S NEXT? Award submissions will be accepted starting on Friday, January 31st. The first phase of the process will involve video submissions that outline how the nominees’ efforts enabled the team or company to address a CX challenge in a novel way. During the second phase, finalists will be asked to sit for a virtual interview with a panel of fellow CX professionals. The winner of this year’s Innovation Awards, in addition to all the finalists, will be honored at CXPA’s Global Insight Exchange in Orlando, Florida, April 27-29.

Stay tuned for more information about the submission process. In the meantime, you can check out past award winners. Whether you represent a multinational corporation or a small business, we can’t wait to hear about your innovative solutions to improve CX.

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@SCCB_Expo #SmartComms20

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THE LEADING EXHIBITION FOR BUSINESS PROFESSIONALS LOOKING TO OPTIMISE THEIR WORKFORCE CONNECTIONS Welcome to the launch of the Smart Communication + Connected Business Expo, the ultimate event designed to help you run your business successfully and efficiently from anywhere around the globe.

On the 18th & 19th March we’ll be transforming London’s ExCeL into a hub of Unified Communication, IoT, Cloud Solutions, UCaaS and AI Technology to inform and excel your business in the world of workforce collaboration.

This is your opportunity to discover the technologies transforming the way we work,

learn from the pioneers of UC and network with thousands of like-minded individuals. With the importance of impeccable internal and external communications more prominent than ever before, this unmissable event is bursting with the solutions to your collaboration needs.

Boasting a plethora of ingenious suppliers, incomparable advice from industry giants and an unparalleled keynote speaker lineup including UC Today, Cisco and 8x8 - we’d like to officially introduce the Smart Communication + Connected Business Expo, 2020.

SPONSORS:

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Keeping your business communicating efficiently internally and externally has never been more crucial, yet challenging - which is why we’ve sourced the most influential figures within the industry to guide and support you with their exceptional knowledge.

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BEN LEE Principal Consultant | Modality Systems

WORKPLACE TRANSFORMATION

EXPLORING TELEPHONY OPTIONS FOR MICROSOFT TEAMS Teams is the leading cloud only Unified Communications & Collaboration platform from Microsoft. Cloud based solutions have a perception of being challenging to integrate with, however this isn’t always the case. In this session Ben Lee will run through your choices of how to successfully incorporate telephony into your Teams deployment and the considerations to make along the way.

SAMUEL WILSON Chief Customer Officer | 8X8

VAUGHAN KLEIN Director of Collaboration Sales, EMEAR | Cisco Technology is becoming the key enabler of delivering measurable change in the workplace. Evolving workforces, productivity through diversity and social contact require vision and execution across businesses. Digital innovation across workplaces and workforces enables this transformation in the way teams work and evolve their workspaces. In this session, learn how successful companies respond to transitions in work styles, market trends and customer demands, giving their workers the opportunity to meet, collaborate and share most effectively.

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Today consumers expect more from the brands they shop with than ever before. What used to be acceptable and satisfactory is no longer enough. Customers are not only demanding quality products and services, but now control the way they want to be engaged with.

With the rules and channels of customer engagement rapidly changing, 8x8’s Chief Customer Officer, Samuel Wilson, explores the art of the possible when it comes to delivering an exceptional customer service. He shares his advice on how to successfully navigate these new dynamics and why it’s vital in acquiring and retaining customers in 2020 and beyond.

CLIENT ENGAGEMENT RULES ARE CHANGING … WILL THEY MAKE OR BREAK YOU IN 2020?

WHY CUSTOMER ENGAGEMENT CAN’T BE SILOED IN THE CONTACT CENTRE PATRICK WATSON Senior Analyst | Cavell

SPONSORED BY

Exploring the fundamentals behind customer experience provision and looking to clarify why it’’s becoming more important to organisations as a result of global competition and price consolidation. With this rising importance, enterprise demands are transforming and identifying some of the main trends behind those customer engagement transformations is key to formulating customer engagement strategy.

THE DIGITAL WORKFORCE: EMPOWER YOUR CONTACT CENTER AGENTS FOR SUCCESS

PATER WALKER CTO EMEA | Blue Prism Our age is characterized by unprecedented pace of change.

We can often struggle to meet short term imperatives, let alone strategic transformation. But change inevitably happens and change can be brutal. A coherent strategy for agility and flexibility is essential for survival. Join us to learn how you can evolve gradually and incrementally into the contact center of the future - using your existing legacy architecture - to unleash the benefits of digitization.

ROB SCOTT

KEYNOTE THEATRE 3

Editor | UC Today

UC TODAY PANEL SESSIONS UC MARKET UPDATE CX TRENDS 2020 - WHAT & WHO IS In this session, Rob Scott, Publisher UC Today News will host a panel TRENDING IN 2020? ofsession to explore the key trends in In this session, Rob Scott, Publisher of UC Today News is going to give you a helicopter view of the marketplace, the trends and key topics and the movers & shakers innovating in this space. He’ll cover UCaaS & Teams, CPaaS, VCaaS & Collaboration and CCaaS / CX!

CX for 2020. The panelists will cover why doubling down on customer experience is the only option, how CCaaS vendors are taking CX to the next level and exploring AI in the contact centre.

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CONTENT ARTICLE

Why are communication & collaboration vital to business success?

Communication and collaboration within an organisation, and externally to stakeholders and customers, is fundamental to business success.

It always has been, but now in this connected age the necessity for best practice communication and collaboration has become more vital than ever.

This is evidenced by market growth reports, which suggest that the unified communications industry is likely to surpass $167 billion by 2025.

Streamlining real-time communication solutions like voice, video and data into one manageable solution will enable quick and efficient comms, ultimately improving business productivity, profit and customer retention, among other things.

Devising an effective communication and collaboration roadmap is key to ensuring continued viability in an ever-changing space. As technology continues to evolve and break new ground, so too must a business, and their agility and willingness to adopt these new technologies and solutions could enable businesses to unlock new potential.

BUSINESS GROWTH The scalability and agility of unified communications solutions lends itself to business growth. As start-ups become scale-ups, and scale-ups become enterprises, businesses with a smart roadmap and an effective plan in place will easily adapt to evolving challenges, easily overcoming problems as they arise.

Many solutions can be fine-tuned, and they are flexible enough to support businesses with teams of two or two hundred. Putting mobility front and centre will complement a business as it moves through the

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perpetually evolving business landscape.

Not thinking about the future and looking at quick fixes with minimal foresight will do an organisation a disservice, possibly draining time and money.

IMPROVE PRODUCTIVITY Improving productivity can appear to be an insurmountable challenge for many businesses, but unified communications has proven time and again that it can address this challenge in numerous ways.

From 52% uplift in workplace productivity to an average profit increase of 25%, studies have found that businesses adopting unified communications solutions have much to gain. It sounds promising, so the next step is to identify the solution best for your organisation’s current operations, all with one eye on the future.

EFFECTIVE COLLABORATION Adopting an effective and lasting comms strategy can have a huge upshot to collaboration within an organisation. When knowing that team members are onhand throughout the working day, when and where they might be, leads to many practicalities. Tasks can be turned round quicker, and collaborating across teams, departments and even continents become a breeze. Similarly, looking externally, if a colleague needs to close, convert or rescue a sale, or provide information to a customer quickly, then collaboration is key, and it can only be achieved with effective comms.

SPEED EQUALS SATISFACTION We know what it feels like as consumers, to be on the receiving end of slow, inaccurate service, passed from pillar to post with no resolution in sight. As a business, ensuring your customers don’t

face this seemingly never-ending trail of calls, emails and dead-ends can be essential to improving retention. Businesses lose tens of billions of dollars every year because of bad or drawn-out customer service, and three quarters of people are likely to switch if they find purchasing or service processes to be lacking. Businesses can solve this through communication and collaboration.

Adopting an effective and lasting comms strategy can have a huge upshot to collaboration within an organisation Considering all of these points, the ability of unified communications to power-up marketing, processes and services results in a win-win for businesses. With the boost in productivity and collaboration thrown in, a well executed, scalable and mobile unified communications solution could lead to growth in all areas, resulting in happier, more productive employees and a satisfied, loyal customer base.

To learn more about how you and your business can benefit from unified communications, then look no further than the Call & Contact Centre Expo 2020, Europe’s leading call & contact centre event.

THEMES ACROSS ALL SHOWS

Workforce Collaboration

Improve communication, optimise collaboration and increase overall productivity by unearthing the latest UC technologies available and learn how to integrate them within your business.

Technology of Tomorrow

IoT, CRM Systems, Data Analytics, Cloud Services, CX Tools - we’re a tech haven for those looking to update their current software or discover the up-and-coming systems set to take the industry by storm.

Customer Relationships

‘Product and price’ isn’t enough to win customers over in today’s digital era; now companies must look at providing meaningful and exceptional experiences for all - and we’ll show you exactly how.

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Rise of the Robots

With Artificial Intelligence becoming more and more integrated within CX initiatives, you’ll have the chance to explore and trial the latest advancements in AI, VR & AR technology.

2020 Trends

6 Employee Experience

Find out how you can create strong workplace cultures and great employee experiences to build a happier, more productive and more efficient team.

SUPPORTED BY OSPREY

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SCAN ME Don’t forget to download our show app - your handy tool to browse speaker timetables, set reminders, navigate our floor plan and view live transport updates on the go.

R N S O E D BY :

Show App

Communications

Discover the leading ways to engage within your team and with your customers to create an impressive and effortless customer experience.

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Discover the emerging trends set to shape both the way we work and how we engage with our customers.

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SPONSORED BY

LIVE

AWARDS AWARDS With the customer engagement, customer + user experience and unified communication sectors experiencing exponential growth throughout the past year, it comes with no surprise that we’ve seen the launch of some pretty incredible industry solutions.

Our live awards are designed to shine a light on these phenomenal products and services, whilst celebrating the genius minds pushing the boundaries in the world of communication and customer interaction, so we’ll be putting

these innovations on a pedestal and rewarding the very best of the best in cutting-edge technology.

These awards are an unmissable opportunity to take your industry knowledge to the next level, gain a crucial upper hand on the competition and observe what the future of the industries hold - not to mention enjoy an entertaining and informative break from the showfloor as the finalists battle it out for the top spot.

THE CALL & CONTACT CENTRE EXPO AWARDS

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SECURITY SOLUTION OF THE YEAR

BEST ENGAGEMENT SOLUTION

BEST COMMUNICATIONS PROVIDER

This award credits the importance of compliance and trust within the provision of customer experience. It is open for providers of secure payment and other data security and storage solutions.

This award recognises the challenges faced in employee and customer engagement - from workforce management and gamification to customer management technology.

A celebration of the potential that efficient communication solutions can have on improving business innovation, profitability, collaboration, and customer experience.

Nominees

Nominees

Nominees

CARDEASY

2170

ODIGO

1920

8X8

1530

SEMAFONE

2120

VERINT UK

1820

RINGCENTRAL

2130

PCI PAL

1982

CIRRUS

1770

SMARTAGENT

2320

SPEIK

2616

TWILIO

1700

CISCO SYSTEMS

1500

BEST UNIFIED COMMUNICATIONS PROVIDER

BEST CUSTOMER EXPERIENCE SOLUTION

This award celebrates the suppliers at the very forefront of the UC sector, who have provided an innovative solution to the need for perfectly aligned contact points across every aspect of a business.

This award recognises the challenges faced daily in customer and employee experience - from workforce management and gamification to customer management technology, human insight and everything in between.

Nominees

Nominees

ZYLINC

2722

GENESYS

2410

CENTILE

2650

USERTESTING

1350

PURE-IP

2760

ZENDESK

2040

QUESTBLUE

2734

AVAYA

2030

JACADA

1672

OUR

PARTNERS

We’re extremely proud to work with the leading organisations, associations and establishments who are responsible for the industry’s incredible success.

Without our partners and sponsors these shows wouldn’t be where they are today, so we’d like to show our appreciation and say a huge thank you to everyone involved.

21

KEY SHOW FLOOR FEATURES 2020 NETWORKING VIP, PRESS AREAS CCC, & SPEAKER C+UX & SCCB LOUNGE

Sponsored by Ring Central

22

Sponsored by NFON, Ring Central & 8x8

NETWORKING AREAS X3

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.

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

Sponsored by Ring Central

Sponsored by UC Today

LIVE AWARDS AREA

UC TODAY NEWSDESK

Recognising the innovators pushing boundaries, join us in celebrating those who have made an outstanding impact on the future of the industry.

Catch a piece of the action as the UC Today team interview key CX & unified communication influencers throughout the show!

Sponsored by 8x8 & Sovran

INTERACTIVE MASTERCLASS HALLS Discover the latest solutions facing the industry today and gain beneficial, constructive advice from our range of hands-on Masterclasses.

SEMINAR THEATRES Enjoy informative and educational talks as industry professionals share their advice on different topics across the sector.

Sponsored by Ring Central, 8x8 and Genesys

EXCLUSIVE KEYNOTE THEATRES

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.

Sponsored by Ring Central

SHOW APP SUPPORTED

BY OSPREY Don’t forget to download our show app - your handy tool to browse speaker timetables, set reminders, navigate our floor plan and view live transport updates on the go.

EXHIBITOR A-Z 24

360 Resourcing Solutions

1960

Diabolocom

1950

4 Roads

1362

Dialfire

2362

4net Technologies Ltd

2050

Dialpad

2100

8x8

1530

Dickson Training

1962

Accendo Ventures

2791

DIDWW

2724

Aculab

2274

Difference

1570

Addasound Denmark A/S

2482

Disciple

1310

Aircall

1720

eartec office

2610

AKIO

1986

e-bot7

1450

Armour Interactive Ltd

1380

Eckoh Limited

2211

Atos & NICE InContact

2550

eGain

2080

Avaya

2030

Enterprise Bot

2346

AVer Information Europe B.V.

2720

Enterprise Management 360

1691

Awaken Intelligence Ltd

2630

Experts Decision

2814

babelforce

2150

FastDox

2620

BICS

2162

Foehn

2140

Blue Prism

2740

Fresh Nous

1470

BPA Quality

2440

Gamma

1770

Bright Pattern

1772

Genesys

2410

Britannic Technologies

2532

Genii Ai

2442

Bunnyfoot

1126

Geniusee

1352

Business Systems (UK) Ltd

1850

GetCallers

2686

CallCorp

2444

giosg

1882

Callosseum

2174

guuru

2350

Captivate Connect

1322

Hastee

1562

CardEasy from Syntec

2170

Heyware

2210

CCA Global

1993

Hostcomm

2352

CCR

2512

I-Net Plc

1992

CCRMagazine

1791

Inextrix Technologies

1961

Centile

2650

Inference Solutions

2732

Charity IT Association

2393

Infobip

2360

Chatvisor

1980

InProd Solutions

2632

Cirrus

1770

inspire me

1582

Cisco

1500

in-Tact

1174

CommPeak

2260

Intelligent Sourcing Magazine

2491

Conduit Global

2250

Intercom

1720

Conjure

1326

Intuitive Learning

2064

Contact Centre Partners

2180

IPI

2030

ContactBabel

1493

IR

2030

ContactCenterWorld.com

1893

Jacada

1672

Content Guru

2300

JPL Telecom

1832

Cordant People Contact Centre

2084

JT Global Enterprise

2344

Cortex a.s.

1282

KIAMO

2262

CrankWheel

2580

KMS Lighthouse

1314

CTSI Contact Centre Services

1991

Koopid

2534

Customer Experience Game

1316

Leadoo

1214

Cxceed

1356

Light IT

1382

CXONCLOUD

1280

Lightico

2062

DDC Outsourcing Solutions

1662

LumenVox

2061

Lumoa

1156

Smartlook

1114

Luware

1740

SmartSurvey

1250

1810

Snom

2370

2160

solvatio

1424

Maximum Network Solutions Limited

2340

Sound Control Technologies

1420

Mazaru

2354

Sovran

1076

2486

Speechmatics

1964

Membit

1324

Speik

2616

mGage

1256

StableLogic

2716

2470

Swyx

2650

Mitto

2736

Synthetix

2270

More than Metrics

1360

Tactful AI

1576

MSG91

1693

Talkdesk

2330

1570

Talkie

2281

Nfon UK

1540

Technology Reseller Magazine

1594

Nimble Elearning

2092

TechSee Augmented Vision

2612

2280

Telavox

2633

NovelVox

1710

TelcoSwitch

2120

Odigo

1920

Testbirds

1216

2382

Textlocal

1580

2450

The Forum

2691

Oxford Business Group

1191

TTEC

2310

Oxon Techologies

2090

TVR Media Ltd

1184

1982

Twilio

1700

Phonexia

2680

UK Contact Centre Forum

2193

Phonon Communications

2284

ultimate.ai

2510

1830

UserTesting

1350

Pomegranate

1230

VeriCall Ltd

2342

Project Partners Management

1983

Verint

1362

2520

Verint

1820

Pure IP

2760

VoiceInteraction

1414

Puzzel

1910

Voicespin

2622

QContact

2446

QuestBlue

2734

voiXen

1680

QuestBlue

2734

Voximplant

2272

Voxta

1572

WebBox

1462

Whistl

1880

whosOn LiveChat & AI

1682

Wisper

2452

Wizu

1320

World Connection

2634

Masergy Maximise IT

Mediatel Data

Mitel

Mystery Shoppers Ltd

Noetica

Olive Communications Opus

PCI-PAL

Poly

ProScheduler

ReadSpeaker Response Tap

2282 1440

ResponseiQ

2374

RETIA

2484

RingCentral

2130

RingOver

2710

RoboRobo

1052

Sabio

2030

X2O Media

1660

SalesMatch Ltd

2530

XMReality

2172

Semafone

2120

Zendesk

2040

SessionStack

1686

Zing

1892

Sherbet London

1220

Zylinc

2722

Silver Lining Convergence

2480

SmartAgent

2320

25

Seminar Hall 8 1191

Networking Area

Seminar Hall 7

1384

1174

1380

1184

Seminar Hall 9

Sponsored by

1291

1493

1480 1482

1691

1592

1594

1684

1686

1580

1582

1680

1682

1672

1693 1791

1990

1472

1574

1576

1674

1282

1470 1471

1570

1572

1670

1462 1362

1560

1562

1660

Sponsored By

1893

1892

2090

1880

1882

Sponsored by

1280

Seminar Hall 10

Sponsored By

1770

1991

1993

1983

1986

1980

1982

2080

2182 2180

Networking Area Sponsored By

1220 1072

Keynote Hall 1 Sponsored by

1360

1250

1156

1454

1256

1450

1456

CUX

1440

1356 1350 1152

1232

1540

1662

1750

1850

1961

1962

2084

2064

1960

1964

2061

2062

1950

2050

CALL & CONTAC

1740

2040

Keynote Hall 2 Sponsored By

1352

1230 1330

1076

1060 Masterclass Sovran

1322

1324

1422 1424

1320

1326

1420

1114

1314

1412

1310

1316

1410

1730

1530

8x8 Masterclass

1830

2030

1832

1222

1200

Seminar Hall 18 Sponsored by

1210 1214 1126

1414

1710

VISITORS ENTRANCE

1820

1810

1920

1910

1500

1300

1700

1216

N1

26

1720

ORGANISERS OFFICE

ORGANISERS OFFICE

N2 VISITORS ENTRANCE

1900

VIP Sponsored By

2193

2393

1780

2284

2282

2280

2281

2491

2380 2382

Seminar Hall 13

2691

2891

2791 2793

2484

2486

2582

2682

2684

2782

2784

2480

2482

2580

2680

2686

2780

2786

Seminar Hall 14 Sponsored by

2172 2170

2272 2174

2270

2370 2532

2470

2772

Networking Area

2274

2964

2770

Sponsored by

2962 2160

2162

2260

2262

2360

2362

2450

2550

2760

2860

2960 2954

2150

2250

CT

2140

2350

2354

2452

2374

2352

2344

2346

2446

2444

2340

2342

2440

2442

2732

2734

2730

2736

2850 2852

2952 2950

SC&CB

2740

2654

2650

2652

2842 2840

Keynote Hall 3 Sposnored By

2130

2330

2430

2632 2634

2531

2832

2630

2530 2534

2830

2633

2834 2920

2320

2410

2520

2622

2624

2620

2120

2211

2310

2512

2210

2110

2100

2510

2300

2600

VISITORS ENTRANCE

ORGANISERS OFFICE

ORGANISERS OFFICE

2912

2720

2724

2612

2614

2712

2714

2710

2616

2610

2716

2910

2814

1992 Seminar Hall 17 Spsonred By

N3

2722

Seminar Hall 15 Sposnored By

2020 FLOORPLAN

sponsored by

Sponsored by

OPENING TIMES Wednesday 18th | 10 am - 5 pm Thursday 19th | 10 am - 4:30 pm

Seminar Hall 12

Seminar Hall 11

N4 VISITORS ENTRANCE

27

Come and see us on

stand 1530 5130

Why choose 8x8 for your contact centre

Simple

Easy to buy, use and expand

Smart

Use AI for faster decision-making and stronger customer relationships

Collaborative

Better ways of working inside and outside of the contact centre

For more information – please talk to us today on 0333 043 8888 or visit 8x8.co.uk

fresh ďŹ ts visit us on stand 1470 to register to receive one of our limited edition Fresh Fit toolkits - everything you need to create your own customer personas!

www.freshnous.com

Customer interaction. Augmented.

Customer interaction management solution • • •

Inbound calls Oubound call campaigns Email

• • •

SMS Phone numbers Voice Bot

Integrated into your CRM

and much more...

Meet us at booth 1950!

INNOVATE AND PERSONALISE YOUR CONTACT CENTRE WITH AUTOMATION TO IMPROVE THE CUSTOMER EXPERIENCE AND CREATE A BLENDED WORKFORCE. • • • • • • • • •

Increase up-sell and cross-sell opportunities Help you leverage the data within your contact centre Reduce the cost to serve Engage and motivate agents Integrate with existing infrastructure Automate business processes Provide self-serve capabilities Deliver web engagement experiences Free your contact centre staff to focus on serving your customers

We’re a leading Mitel Platinum partner here to help you maximise digital transformation investments while minimising costs with agile, effective contact centre solutions.

SEE CONTACT CENTRE 4.0 FOR YOURSELF FIND US AT STAND 2532 platinum

solutions partner

WWW.BTLNET.CO.UK

01483 242526

HELLO@BTLNET.CO.UK

at 2 s U 199 it is d V an St

0800 8 100 100 more@inetplc.com www.inetplc.com

We Deliver The 4 Technology Pillars that Drive Your Success

Your Success 1

2

3

4

Resilient Cloud Telecoms

PCI Compliance & Data Security

Award Winning Dialler

Complete Contact Centre

100% uptime for the past 4 years

Do you take card payments?

300% increase in contacts

5 9’s Uptime SLA Guarantee

Are you PCI DSS Compliant?

25% increase in successful calls

Omni Channel power with Voice, Email, SMS, Web Chat & Social

How does your provider compare?

With iNet, PCI embedded as standard

41% increase in agent productivity

70% increase in FCR 50% increase in agent productivity

How Strong Are Your Foundations?

See us at the show! Or Contact us for a demo

WINNER

G-Cloud 11

Build Loyalty and Value with Every Experience Give customers a smart, positive experience every time and you’ll win a lifetime of loyalty.

With Avaya Intelligent Xperiences Contact Center, we can help you do exactly that.

Customers can choose fast and efficient self-service on the channels they prefer, with an agent available to help as needed.

It’s always seamless and context-driven.

Avaya is the leader in Contact Centre Solutions and can deliver it the way you need it: in the cloud—public, private, hybrid—or on your premises.

Learn more

The future of the Contact Center According to Gartner Research, the Contact Center organisation of 2025 will need to access cutting-edge technology to provide Intelligent Experiences for customers. The technology will be consumed on a usage basis for a more digitally dexterous consumer and workforce with AI infused throughout.

Read the Research

Visit us at Call & Contact Centre Expo and see our latest Customer Experience demos

Register Today

It's time to experience the difference!

Come and play the CX GAMEÂ with us.

An interactive, insightful and fun tool to bring to life your Customer focus.

STAND 1316

Make Better Decisions Wizu achieves higher response rates with better quality data

Identify Actionable Improvements Conversational surveys deliver 91% more actionable insight than traditional surveys

Improve the Customer Experience Create engaging, personalised surveys to enhance the overall experience

Increase Loyalty & Advocacy Encourage promoters to share on social and intervene before detractors post negative content

Visit us at Stand 1320 or at www.wizu.com

Webexceed customer expectations.

Work smarter with Webex.

EFFORTLESS VOICE COMMUNICATIONS FOR ENTERPRISES

Trusted Voice For:

Telephony Conferencing Contact Centres

COME SEE US AT STA N D 2 7 60

ALS O PR ES EN TI N G I N SEMINA R HA LL 1 4 AT 1 1 A M, DAY 1 AU CK L A N D | LO ND O N | SAN FRAN CIS CO | SY DN EY

sales@pure-ip.com | + 4 4 2 03 9 9 1 1 1 00

Fast and Intuitive Sales and Service

YOUR BILL Ludington & Co. Phones for your family

Here are this month’s charges £260.00

Total charges for this month VAT is included.

Summary of your account: £60.00

Equipment fees

£200.00

Family Plan (4 members)

£0

Deductions

Thank you for electing to pay by Direct Deposit. Your balance will appear as paid in your account within 12 hours of your set withdrawl date.

Have questions about your bill?

Please turn over for more details or visit www.ludington-corp.com for a detailed breakdown of your bill.

Bill to:

Payment Info:

Jane Doe

Account #: 2109 5555 4321 A/C Name: Personal checking Bank Details: First Bank & Partners

77 Church Rd, Hove BN3 2BB, UK

(Including VAT) Total Cost

£200.00 £60.00

£260.00

Terms & Conditions Your balance will appear as paid in your account within 12 hours of your set withdrawl date.

Page 1 of 2

See a live demo at www.lightico.com

Stand 2062 @lightico

Chatbots and conversational AI are driving CX improvements across the globe.

To find out how WhosOn can transform your contact centre, come chat to us on

stand 1682 Your experts for advanced live chat and AI

AI-infused chat technology coded to meet your contact centre needs

www.whoson.com

Ticket management

Puzzel Bot

Multiple mail accounts

Hand-over to human

Automated routing

Agent Assist

Intelligent auto responses

Next best action

Get started with Puzzel today!

Enterprise cloud contact centre Visit us at

Stand 1920 Customer experience as it was meant to be ■ Omnichannel availability ■ Automated routing ■ Conversational continuity ■ Human / self-service balance

About Odigo Odigo, a Capgemini brand formerly known as ProsodieCapgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents.

Odigo serves more than 400,000 agents and business users globally.

With a 25-year history of industry firsts, Odigo has more than 200 clients around the world.

Visit us at www.odigo.com/uk

Contact us at contact.uk@odigo.com +44-330-588-8000 Odigo UK 40 Holborn Viaduct London EC1N 2PB

Odigo

Odigo UK

@odigo

@odigo_tm

This document contains information that may be privileged or confidential and is the property of Odigo.

Copyright © 2020 Odigo.

All rights reserved.

VOICE ANALYSIS

RECORDING SYSTEMS › RECORDING › AGENT SYSTEM › VOICE ANALYSIS › EMOTION AND DIALOGUE ANALYSIS

Find us at stand No. 2484

redat.eu

Commercially effective, Customer-centric, memorable, highly interactive, great fun, energising & motivational…with a Scottish accent….these are some of the hallmarks of Dickson Training.

Let’s Take the High Road….

On Stand 1962 – there’s something rather ‘Scottish’ happening…. is it the delicious, tangy aroma of Irn Bru – handed out to lucky visitors?

Is it the vision that is Julia & Phil in Highland dress, kilts, sporrans & plaid sashes regaled in tartan magnificence?

Or, perhaps, it’s the energising, innovative and memorable approach to training & development that gets Teams, Team Leaders & Managers on ‘The High Road’ to boost their performances.

Delivering effective, energising and commercially successful bespoke programme for Contact Centre teams; Sales people and their Leaders throughout the UK, Europe & USA We have a strong heritage in delivering highly successful results – both commercially and culturally – from our bespoke Training programmes on Professional Customer Care, Selling, Dealing with Difficult issues, Team Leader, Management & Coaching skills.

™

Foehn � GENESYS

Experts in Cloud Contact Centre

9 Visit us at stand #2140 Win a £25 Amazon gift voucher when you book a Genesys Cloud demo with us*

+ E::I

.,..

Book a demo here: https://foehn-cc.appointlet.com/b/cc-expo Hear it in action! Join us in Theatre 8 to hear our clients speak about their Contact Centre experience Wednesday 18th March . 3:15 - 13:45 : :, , Nicola Gumery-AHDB Bureau Services Manager

�,_�.,.- °"",,,_• •

l

AHDB - New Ways of Working

You're never too small to be a contact centre how to find an entry point into Genesys cloud

Thursday 19th March 13:15 - 13:45 , Damian Hall - Vision Direct Head of Customer Service

W!J!/1J · /�Ji ff;'f;'if

Vision Direct - Platform for Growth

Rapid growth and complexity hasn't stopped Vision Direct maintain their laser focus on Customer Experience.

frA\ CALL & CONTACT 1

�

CENTRE EXPO

*For first ten bookings

The No-Code Platform for Call Center Service.

Connect any cloud vendors Automate any process Do it all with simple no-code tools

Great CX means zero friction.

Automate and integrate with ease bring agility to your enterprise.

Find us at stand 2150 babelforce.com

Customer Experience Experts Top-line talent Digital transformation Omnichannel technology

TTEC is a leading global customer experience technology and services company. We work with our clients to assess every consumer touchpoint and then put in place the best people, technology, processes and mindset needed to make your brand’s customer experience truly outstanding.

If you are passionate about the service you deliver and wish to unify your customer experience, increase revenue, improve profitability and strengthen loyalty, we would love to meet with you.

Contact us today on neil.russell-smith@ttec.com +44 7548 272050 ttec.com/emea

Omnichannel.

AI. Voice.

Cirrus and Gamma provide the perfect partnership to transform customer experience in the omnichannel contact centre.

#FeelConnected

Visit us on stand 1770 and Enter Cirrus Innovations Lab to Experience Tomorrow’s Contact Centre Possibilities Today. www.gamma.co.uk | @Gamma_Business | www.cirrusresponse.com | @CirrusResponse

All- in-one AI solution

Hybrid Agent+AI速

Our e-bot7 Agent+AI速 system automates answers and complex processes. Incoming messages are analysed if necessary and forwarded to the right department. In addition, we provide your employees with AI-based response suggestions.

CDE速 Process Automation

Lead your customers through pre-defined workflows.

Automate complex processes and simply link them with easy-to-use APIs.

AI Service Funnel速

Boost your self-service capabilities on your website to let your customers handle their questions automatically on their own without any interaction.

Visit us at C+UX booth no 1450 www.e-bot7.com

ACTIONS SPEAK LOUDER THAN WORDS XMReality's Remote Guidance solution lets you integrate visual guidance directly into your systems. Interactive AR technology transforms the way you can communicate with and support your customers and colleagues.

Visit us at booth 2172 for a demonstration, or visit

www.xmreality.com for more information.

Streamline your agents’ workload, reduce time to resolution and increase customer satisfaction.

"As business becomes even more global, companies need a solution that goes beyond geography and language"

SCAN CODE TO READ ARTICLE

Agent guiding the person on the other side with the Hands overlay function. Easy and interactive video call.

Remote Guidance™

Make Better Decisions Wizu achieves higher response rates with better quality data

Identify Actionable Improvements Conversational surveys deliver 91% more actionable insight than traditional surveys

Improve the Customer Experience Create engaging, personalised surveys to enhance the overall experience

Increase Loyalty & Advocacy Encourage promoters to share on social and intervene before detractors post negative content

Visit us at Stand 1320 or at www.wizu.com

Better together Four powerful products.

One package.

zendesk.com/suite

THE BEST CUSTOMER EXPERIENCES ARE BUILT WITH ZENDESK

STAND 2040

VISIT RINGCENTRAL FOR A CHANCE TO WIN AN OCULUS QUEST.

TRANSFORM YOUR CUSTOMER ENGAGEMENT. TOGETHER. RingCentral’s omnichannel contact centre solutions help strengthen your customer relationships by connecting people on their channels of choice with your agents.

Stop by stand 2130 to meet with RingCentral experts, see our latest headsets, and get a hands-on demo of our solutions.

Complete a short survey and receive a £5 Costa gift card—plus be entered to win the latest Oculus Quest VR headset.

Visit the RingCentral Networking Bar. To celebrate one of our newest customers, RingCentral will have a prize draw for signed Fulham FC merchandise. Simply drop off your business card at our Networking Bar for your chance to win.

Terms and Conditions: There will be one prize draw daily to pick a winner of a signed football shirt or signed football. Daily winners will receive prizes via mail following the event.

UCC: Contact Centre Practice

Orchestrating Customer Engagement Excellence Your contact centre is a critical part of your customer experience strategy. As digital disruption continues to influence how engagement unfolds, whether it’s with patients or students, customers or clients, you’re challenged with how to take advantage of the new technology landscape, and engage with increasingly

empowered customers expecting convenient, consistent and speedy care.

Atos UCC Contact Centre Practice helps organisations along their digital transformation journey with dedicated and deep expertise in contact centres.

Whether it’s optimising your existing

infrastructure, better integrating your communication tools and your workflows, or delivering a transformative move to the cloud, we have the expertise, technologies and partnerships to deliver a worldclass service for you, your staff and your customers.

Atos UCC helps you to optimise your customer engagement ecosystem to empower staff, connect customers and deliver meaningful business outcomes.

Our unique combination of heritage in contact center technologies, global exposure and partnerships with market leading cloud-based solutions means results that are tailored to your needs and focused on your priorities for maximum benefit.

End to end, customer centric services

Transformation landing pad

Comprehensive adoption, consultative, maintenance and fully managed services of multi-vendor communication estates.

Leverage our deep understanding of Cloud Contact Centre - powered

by CXone as the market leading customer experience platform.

Vendor consolidation and management

Future proof technology stack

We work with the vendors on your behalf ensuring your unique requirements are met and work together, better.

Look to us to help ensure investment priorities lead to a strategic, outcome-driven investment for you and your customers.

Customer engagement accelerators

Agent + digital workforce super powers

Leverage Atos family of deep transformation capabilities vertical knowledge for differentiating power.

Our decades of experience in contact centres and the IT landscape helps bring agents and the digital workforce together.

Deep Contact Centre Expertise

+25 years

Visit us at

Stand 2550

of contact center design, delivery, service.

Proven Provider

Used by 85% of

Strategic Partners and Accelerators

+800

™

transformations per year

Keynote Presentation: March 19th, 11:45 - 12:15, Keynote Theatre 2

Five Top Tips for Investing in Contact Centre Technology with Nerys Corfield and Steve Powell

The future of agent-customer conversations Design inbound and outbound conversation flow with intuitive visual builder

Meet the challenges of PCI DSS in seriously big deployments Speik processes £billions in payments for the UK’s biggest telcos, utilities and retailers. We work closely with all the major telco providers and have experience with the types of systems integration and challenges common to large-scale transformation projects.

We know what it takes to get deployments live, however big they come.

Stop card data from entering your environment with Agent Pay & IVR Assist

Protect card data held in your legacy call recordings with Call Archive

Adhere to GDPR compliance with Recording

PCI-Compliant Phone Payments Speik’s payment systems allow you to improve your customers’ telephone experience whilst attaining and maintaining PCI DSS compliance. Sensitive payment card data is prevented from entering your MOTO environment, eliminating the possibility of a data breach.

Benefit from the widest set of functionalities in the market with Agent Pay and IVR Assist.

Call Recording Consolidation Legacy call recordings may contain sensitive card data — with Call Archive, these calls are protected and made available to search via an intuitive portal. More than this, enterprises are increasingly consolidating all their recordings, from every site in the world, into our solution.

Adhere to GDPR and decommission your onsite recorders with Call Archive.

Converged Fixed Line and Mobile Recording New calls and old, fixed line and mobile — Speik’s recording solution provides a simple and cost-effective way to record and access all your recordings in one place. Our cloud-based, award-winning system makes adhering to compliance standards as simple as possible.

Embrace GDPR, MiFID II, FCA, ORR, HIPAA and PCI DSS with Recording from Speik.

Voice applications without limits. Speik.com (formerly Aeriandi)