Contact Centre & Customer Services Summit by Forum Events

CONTACT CENTRE & CUSTOMER SERVICES

14TH S EPTEMB ER 20 2 0 VIRTUAL EVENT

HEADLINE PARTNER

www.ctalk.co.uk

Ctalk Contact Centre is the complete solution for modern Contact Centres. Contact Centre

Web Chat

Ctalk’s platform helps businesses elevate their professional image by identifying and effectively solving current business communication challenges. Not limited to the traditional call centre, the Ctalk Contact Centre System is the ideal choice for: Customer Service Contact Centre, Technical Support Centre; Sales Team; Inbound/Outbound Telemarketing; Education/Information Support Centre; IT Helpdesk; Service Desk.

Web Chat is an integral part of a multi-channel contact centre. Ctalk Web Chat incorporates the form of a “click-to-speak” from an agent button or can interact with the website to step in and assist online users.

Interactive Voice Response Automating contacts is the most effective way of reducing costs in a contact centre. Offering services 24/7 can also provide better access for customers. We have the tools to develop slick, easy-to-use applications that provide a better service than waiting for a live agent.

Recording Recording from Ctalk is fully FSA and PCI-DSS compliant with automatic stop-start recordings. Whether through regulation or business desire, recording of telephone calls can be an extremely effective business tool. Benefits include staff training, dispute resolution and quality assurance. Only a fully integrated recording system gives you the information about the call matched to the recording itself.

Email Distribution Email distribution from Ctalk ends the need to check generic e-mail boxes for sales, support, etc. We give you powerful tracking of all your e-mails. With complete integration into backend systems, you can send intelligent automated responses.

For more information, or to request a demo call us on 01785 336666

Speech Recognition Ctalk’s platform has native speech recognition capability. From a simple telephony front-end to a full-blown automated system. Speech recognition can be added to any telephony system or it can be standalone when using the Ctalk Contact Centre System. Create a simple, intuitive and natural interface for callers.

Outbound Dialling Contacting a large number of people requires careful planning and management. To do this efficiently and cost effectively you need the correct outbound dialler. Poor management of campaigns leads to inefficient use of staff. Poor dialling technology leads to silent calls, and frustrated potential customers.

Survey App Ctalk’s Survey Application is a multi-channel survey product which allows you to engage and receive feedback from your customers. The survey app provides Reporting, Dynamic Responses, Customisable Forms along with Conditional Components to ensure that your surveys are issued to your customers at the correct time.

Ctalk, Darwin House, Staffordshire Technology Park, Stafford ST18 0FX

We’re delighted that you have chosen to join us at the very first virtual Contact Centre & Customer Services Summit – a unique event, tailor-made to meet your individual requirements. We have carefully planned out your itinerary to ensure your time here is worthwhile: Connect with businesses relevant to your current and forthcoming projects in our matchmade one-to-one meetings.

Seminars

Our Partners

‘Learning From The Coronavirus; How Gradual Change Can Suddenly Break Through And Why We Are Often Unprepared’

6 Itinerary Monday 14th September 2020

‘How AI Enables Contact Centre Teams To Rapidly Deliver Outstanding Customer Experiences’

11 Delegates

14 Supplier Directory

Hosted by

Senior Sales Support Manager

Tiffany Cox

Senior Delegate Sales Manager

t.cox@forumevents.co.uk contactcentresummit.co.uk

HYBRID EVENT Digital Customer Engagement Summit 13th October 2020 Hilton Canary Wharf, London eTailing Summit 11th February 2021 Hilton London Canary Wharf

@CCentreSummit #CCSummit

Headline Partner

Gold Partners

Silver Partners

Partners & Supporters

Because not all contact centres are created equal. A cutting-edge contact centre doesnâ&#x20AC;&#x2122;t just field your customersâ&#x20AC;&#x2122; calls. It invites them to engage with you in any way they choose, while empowering your people with insight and knowledge to make each interaction truly personal.

For happier, more loyal customers and a motivated workforce, talk to us today, call 0800 470 1820 or visit www.everycloud.co.uk

ITINERARY MONDAY 14TH SEPTEMBER

09.00 – 09.30

Webinar ‘Learning From The Coronavirus; How Gradual Change Can Suddenly Break Through And Why We Are Often Unprepared’ Cormac Murphy - Managing Director, Ennovate

09.40 - 12.50

Meetings

12.50 - 13.20

Lunch Break

13.20 - 15.40

Meetings

15.40 – 16.10

Webinar ‘How AI Enables Contact Centre Teams To Rapidly Deliver Outstanding Customer Experiences’ Peter McKean - Managing Director, Synthetix

Contact Centre Solutions At Avoira we have the solutions that resolve the ever-increasing challenges of making contact centres more efficient: • Wrap-up Time

• Upsell

Practically eliminated

Up-selling at every opportunity

• Compliance Preventing breaches before they happen

• Customer Retention

• Sales Performance

• Customer Satisfaction

Winning more deals

Improved

Increased

A solution for any size Contact Centre with a Return on Investment in months.

0161 763 2000

avoira.com

info@avoira.com

About Us

Cloud Based Contact Centre Solutions Deliver the experience your customer deserves

Established in 1991, awardwinning Matrix247 are innovative communication specialists focusing on omnichannel, live-chat and AI, and workforce management software. Matrix247 have delivered secure telephony systems, low-cost landline solutions, mobile call-routing, mobile devices, connectivity, integrations to CRM systems and industry compliant cyber security solutions to hundreds of organisations and contact centres across the UK and currently have thousands of users deployed.

Visit us

www.matrix247.com

Trusted by the UK's Largest Brands

SEMINARS MONDAY 14TH SEPTEMBER 2020

09.00 – 09.30

Learning From The Coronavirus; How Gradual Change Can Suddenly Break Through And Why We Are Often Unprepared Your people can really be the difference in your organisation. Come and hear how GROW coaching methods, initially designed for executive coaching can be scaled effectively to help all your staff deliver more. • • • • •

Cormac Murphy Managing Director, Ennovate

15.40 – 16.10

Why home working is so different to the office What employees miss when WFH What infrastructure you need for WFH workers Where coaching fits in the mix What is possible when you get it right

Cormac’s interests are in how to get productive and permanent change in the behaviour of front-line staff. Coronavirus has changed the landscape with regard to where people work and how they think about their jobs. There is an unprecedented opportunity to leverage structured coaching to help staff think more effectively about what they are trying to do in every conversation and deliver better to your customers. Cormac will talk about the key roles in customer contact and how to help your staff to work consistently better at all three levels. Making commitments, structured coaching and meaningful metrics management.

How AI Enables Contact Centre Teams To Rapidly Deliver Outstanding Customer Experiences 93% of organisations plan to use AI as a key part of future customer service activities. In this webinar, we’ll discuss how zero-code methodologies and visual RPA-style tools deliver compelling interactive experiences. • • •

Peter McKean Managing Director, Synthetix

Customer journeys should be driven by CX teams, not reliant on developers Contact centres can harness today’s chatbot technologies to empower their teams ‘Zero code’ technologies facilitate a tight feedback loop between your CX team and your customers

Peter’s extensive background within software development spans 25 years. His career includes programming for ICL Fujitsu, opening the first multi-player gaming centre in Berkshire and launching a major trading analysis platform for financial institutions such as Deutsche Bank. Since founding Synthetix in 2001, Peter has pioneered the development of Conversational AI-based Platforms and Natural Language Processing for self-service, building a suite of powerful, knowledge-driven multi-channel customer service applications which are cloud-first and deeply integrated with each other to deliver great customer experiences. Though Managing Director of Synthetix, Peter is passionate about software engineering and innovation, guiding the development of Synthetix’s products and services to ensure they are the best they can be and still coding almost every day!

Genesys EMEA Cloud Partner of the year 2020

Experts in Cloud Contact Centres Evolve & Engage See our full suite of cloud contact centre services

www.foehn.co.uk Call: 0330 403 0000 Email: sales@foehn.co.uk

DELEGATES

Abellio

Head of Customer Experience Customer Experience Manager

Addison Lee

Head of Customer Support Global CX Manager

Aster Group

Head of Customer Experience

Barnsley Council

Customer Experience Manager

BPHA

Communications Center Manager

Capita

Resource Planning & MI

Castles & Coasts Housing Association

Head of Customer Service & Engagement

Co-operative Bank

Demand Management Lead

Direct Line

Head of Rescue Customer Solutions

Doncaster & Bassetlaw Teaching Hospitals NHS

Senior Project Manager

Trust Easyjet

Deputy Head of Customer Service Operations

Expedia Group

Customer Operations Director

DLA Piper

IT Resource Utilisation Manager

Fresh Insurance Group

Head of Resource Planning

Govia Thameslink Railway

Head of Business Change

Healthcare at Home

Head of Patient Contact Centre

Helping Hands

Contact Centre Manager

HM Land Registry

Director of Customer Services

HMRC

Head of Operations Operational Lead

MAG Airports Group - East Midlands Airport

Customer Service & Security Director

NRS Healthcare

Head of Customer Service & Transformation

Openreach

Senior Manager - Continuous Improvement

Orbit

Customer Insight Lead

Oxfordshire County Council

Director of Customer Experience & Cultural Services

Parkdean Resorts

Head of Contact Centre Sales & Operations Owner Experience & Membership Director

ReAssure

Senior Customer Service Manager Customer Services Manager

Saga Services

Head of Customer Support

SimplyCook

Chief Customer Officer

Sky

Head of Customer Experience

TSYS

Customer Experience Operations Manager

Vodafone

Frontline Quality & Compliance Manager

THE SILVER LINING: HOW THE PANDEMIC HAS INSPIRED INNOVATION THROUGHOUT THE CONTACT CENTRE INDUSTRY By Jil Maassen, Lead Strategy Consultant, Optimizely From the phone line to the finish line For some time now, contact centres have been targeted at the senior level to not just maintain high levels of customer satisfaction, but to find ways to reduce the level of direct contact time going forward. A happy customer is unlikely to call in, so businesses want to keep the number of inbound callers to a minimum. During the pandemic, this became business critical, because there weren’t the same number of handlers available. Businesses needed to address customer concerns before they reached the phone line, by ensuring digital touchpoints are up to scratch. However, the past few months has taught us no amount of FAQ’s or canned responses are sufficient in the face of the unprecedented. So how were organisations able to stay ahead of customer needs, while coping with dwindling live support resources. The answer to addressing customer needs before they flood the call centre lies in a smart approach to data, and a culture of experimentation. Every step in the customer journey provides an enormous volume of valuable data. If used in the right way, this data can help businesses nip potential pain points in the bud before the deluge of calls arrives. To illustrate, let’s consider retailers who have had to adjust to serve a more digital customer base than they are accustomed to. Servicing a changing mindset Many contact centres are supporting retailers who are struggling to bring back the regular footfall expected at this time of year, as consumers still default to online purchases for luxury items. An often overlooked trend in online shopping is the changeability of the customer mindset throughout this process. With an entire storefront at their fingertips, people are often susceptible to quickly changing their mind on a confirmed purchase, even after delivery has been fulfilled. In fact, about five to 10 percent of in-store purchases are returned. But that rises to 15 to 40 percent for online purchases, according to Happy Returns. In online retail — returns are inevitable

Clothes e-tailers such as ASOS cater to this trend well, and streamlined customer support and return processes have been well tuned over time. However, for businesses new to high volume online retail and distribution, this has been a difficult adjustment. The silver lining Out of the doom and gloom though, we have seen examples of retailers thriving under these conditions. A huge percentage of the calls retailers with an ecommerce platform will receive each year are delivery related, so addressing these have been a priority. Customers expect to have a clear view of how long delivery will take, and how this can vary before and after check-out. When faced with delays due to a higher volume of online orders than usual, we have seen retailer bosses speaking directly with their front-line call centre staff, to gain a better understanding of how they can ease customer concerns in this area. From limiting the amount of visible stock available, to understanding where to best place notifications of shipping delays on the site — the contact centre staff know the customer mindset best. Another interesting outcome, is that retailers have found introducing a queueing system on web pages to manage traffic has actually driven sales. This is something that call centres have been using for years, and businesses are finding ways to replicate these tactics digitally. Scarcity is one of the oldest sales tactics in the book, and it is certainly doing the trick for retailers as they quickly try to adapt to a digital first operating landscape. Moving towards a brighter future The success stories in the next few years won’t just be determined by who was able to succeed during the current crisis, but who was able to take the lessons and adapt for long term success. Organisations with award-winning customer service records, such as Sky, have been unlocking the insights from call centre staff through digital experimentation for years. As businesses march out into new territory, staying close to customer expectations through the contact centre will be essential to stay on the right course. The pandemic won’t last forever, but the lessons learned should outlive the virus for years to come.

SUPPLIER DIRECTORY Ctalk

01785 336666 / sales@ctalk.co.uk / ctalk.co.uk/ Ctalk are known as ‘The Contact Centre System’. We pride ourselves on being the most reli-able and secure system in the market space. We have over 20 years’ experience in deliver-ing our first class software. Ctalk specialises in Inbound and Outbound Contact Centre services. Ctalk provide solutions encompassing the following technologies: ACD; IVR; Speech Recognition; Automated Email Distribution; Web Chat; Outbound Dialling; Call and Screen Recording; CRM/Database Inte-gration; Supervisor Monitoring; and a Comprehensive Reporting Suite. These allow for effi-ciency and an enhanced customer experience. The contact centre solution works seamlessly with Microsoft Skype for Business bringing together the back office and contact centre. Ctalk’s global presence is enhanced by being a Microsoft Gold Partner. Ctalk have adopted security standards that comply with the Payment Card Industry Data Security Standard achieving Level 1 Service Provider status. Ctalk have also met the requirements of the ISO 27001: 2013 security standard.

8X8 in partnership with EveryCloud

07470 476083 / keith.purves@everycloud.co.uk / everycloud.co.uk / 8x8.co.uk 8x8 Named a Leader in 2019 Gartner UCaaS Magic Quadrant for 8th Year in a Row. 8x8 Inc. is a provider of cloud communications and customer engagement solutions. 8x8 solutions include cloud-based voice, contact centre, video, mobile and unified communications for small, medium to enterprise businesses. 2019 marks the eighth year in a row that 8x8 is a Leader in the Gartner Magic Quadrant for Unified Communications as a Service, Worldwide. Discover the value 8x8 brings to your business and learn why you should choose the cloud to expand or replace legacy business phone systems, meeting services, and on-premises contact centre solutions with a fully integrated business communications platform. EveryCloud Partnership with 8×8 and with over 15 years’ experience in the Cloud Communication space can help your journey to a Cloud based Unified comms solution.

Altitude Software

+35 1918 519544 / nancy.salgado@altitude.com / altitude.com Altitude Software (www.altitude.com) is a global provider of omnichannel contact centre cloud services that unify all customer interactions while providing the most excellent customer experience. Altitude Xperience is a contact centre cloud platform, modular and scalable, that helps organizations manage their customer interactions and create customised experiences throughout the customer journey. With over 27 years of experience and recognition in the international markets, it improves results and provides customised solutions for several areas, such as Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Some of our main customers include: DFS, Allianz, Ventrica, BBVA, Transcom Worldwide, Mapfre, Sitel and Teleperformance. Altitude Software has 10 offices in four continents, a network of 90 solid partnerships, and it has a ISO 9001 certification for its outstanding international support.

Hybrid Event 13 October 2020 Hilton London Canary Wharf The Digital Customer Engagement Summit is a unique event for all senior professionals involved in the digital customer service sectors. It allows them to meet with innovative and competitive suppliers to the industry for one focused day of business meetings & networking. Attendance options are optional and we can facilitiate either a live event attendance or virtual attendance.

For further information contact Lisa Rose on 01992 374077 or l.rose@forumevents.co.uk contactcentresummit.co.uk/digital-customer-engagement-summit

Exceed Customer Expectations With Less Eï¬&#x20AC;ort and Costs, From Any Location

Go2Shop

FIND OUT MORE

or visit www.infobip.com

SUPPLIER DIRECTORY Avoira

0161 925 1659 / ian.taylor@avoira.com / avoira.com Get insight into your agents’ performance and help them take every call to the right outcome? Guarantee every call is compliant? Ensure all upsell is spotted and actioned? Our speech solution, listens live to what is being said on the call, then surfaces relevant prompts to the agent. It checks agents do the correct DPA and compliance statements. When it hears a sales opportunity, it will help the agent handle the conversation. It also transcribes every call – removing agent note taking! Extensive post call reporting also: • Auto QA checks all calls and agents • Identifies exceptions • Suggests agent performance improvements Speak with us and explore how to receive an instant high % ROI. Avoira is about integrating fluent technology that is agile, smart, boundless and intuitive into your communications strategy, which will help drive performance, increase productivity and improve efficiency.

Diabolocom

07539 436178 / mervyn.nichols@diabolocom.com / diabolocom.com Diabolocom is the call and email management solution for sales teams and contact centres, integrated into the business tools of companies. Thanks to its quick implementation, intuitive interface, ability to integrate with information systems and local business support, Diabolocom enables customers to boost their sales and to retain their customers. To find out why more than 300 companies on 5 continents have chosen Diabolocom.

Ennovate

07908 223326 / cmurphy@ennovateconsulting.ie / ennovateconsulting.ie For 10 years we have helped our clients to significantly improve customer outcomes. Working with us, front-line managers become better coaches, and staff have more effective conversations with your customers. Our clients end up with much better metrics connecting coaching to outcomes. We deliver Return-on-Investment in under 18 months through NPS/CES improvement, Sales through service uplift, Debt management and Reduced cost per request processed. Our methods show clear positive change after 4 weeks, and programmes can be as short as 12 weeks. Our expert coaches have shown outstanding results working with Banks, Utilities, Housing-Associations, Telco’s and Insurance companies. On project completion our innovative cloud-based coaching system will be installed and in use by your team leads and staff. You will continue to improve and innovate after we are gone. Our approach is Covid-19 tolerant. We have recently helped a utility show over a 50% improvement in contract renewals.

SUPPLIER DIRECTORY Foehn

0330 4030 000 / jas.bansal@foehn.co.uk / foehn.co.uk Foehn are an award winning cloud contact centre provider with over 20 years’ experience in the contact centre space. As well as developing our own voice only cloud contact centre solution called VoxivoCX and we are also a Zendesk Partner and a Genesys Gold Partner for Genesys Cloud and the current Genesys EMEA Cloud Partner of the Year. We have deployed over 100 cloud contact centre solutions for our customers over the years and offer a full suite of services including PCI compliance, consultancy, deployment services and managed services to ensure you not only deploy the correct technology to help execute on your CX strategy but you also get the most out of that technology over time. Cloud Contact Centre as a Services allows you to access constant technology innovation and Foehn are the partner to help you maximise the benefits of that investment.

Freshworks UK Ltd

07972 300575 / callum.jones@freshworks.com / freshworks.com At Freshworks, we believe that traditional customer support and experience software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. We believe that your customer support agent, your organisation and most importantly your customer deserves better. This is why we provide customer-for-life software that’s modern, mobile and affordable, enabling you to deliver wow moments to customers all over the world. We’re not alone in our belief, with the Software Report naming Freshworks in the Top 100 Software Organisations of 2020. Hot on the heels of being named as the only Visionary within the Gartner Magic Quadrant for CRM-CEC, our customer support product Freshdesk is continuing to enable digital transformation by providing a unified view of customer interactions across all channels. Meet with us and find out why you should be making the switch to Freshworks today.

Genesys

0203 9664 343 / olga.stephenson@genesys.com / genesys.com/uk Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world’s leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.

Customer interaction. Augmented.

Customer interaction management solution • • •

Inbound calls Oubound call campaigns Email

Integrated into your CRM

and much more...

• • •

SMS Phone numbers Voice Bot

SUPPLIER DIRECTORY IMImobile

01494 844691 / rafael.matias@imimobile.com / imimobile.com IMImobile is a communications software provider whose solutions enable enterprises to automate digital customer communications and interactions to improve customer experience and reduce operating costs IMImobile’s enterprise cloud communications software platform orchestrates customer interactions, connecting existing business systems with digital communications channels. Organisations that trust us to deliver smarter digital customer engagement include Hermes, Centrica, AA, O2, EE, BT, Walgreens, Foxtons, Vodafone, MTN, Best Buy, Express, three of the major retail banks in the UK and public-sector organisations globally. IMImobile is headquartered in London with offices across the UK, Hyderabad, Toronto, Boca Raton, Dubai and Johannesburg and has over 1,100 employees worldwide.

Infobip Ltd

07983 256657 / karen.margerison@infobip.com / infobip.com Infobip is a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey at scale, with easy and contextualized interactions over customers’ preferred channels. One Platform. Connected customer communications that helps businesses build exceptional experiences globally, at scale At the core is our single-interface, scalable, and easy to use cloud-based customer communications solutions platform. Our in-house developed full-stack offering provides business with one seamless API or web-based interface connection to their customers through the world’s most popular channels for true 1:1 personalized interactions, with or without coding. Offering powerful omnichannel engagement, identity, user authentication, security and contact center solutions for each step of the lifecycle journey, we help clients and partners simplify the complexity of global messaging. We enable clients to effortlessly reach their customers, in line with all local regulations, through personalized contextual conversations.

LogMeIn

020 3608 0255 / natasha.griffin@logmein.com / logmein.com Rescue by LogMeIn is optimized for customer care and large teams with complex workflows – requiring advanced features to centrally manage remote support. With Rescue’s rich feature set and banking-grade security, companies can safely deliver best-in-class customer support. It can be tailored and customized to any organization.

SUPPLIER DIRECTORY Matrix247

0345 3620 247 / miap@matrix247.com / matrix247.com Established in 1991, award-winning Matrix247 are innovative communication specialists focusing on omnichannel, live-chat and AI, and workforce management software. Matrix247 have delivered secure telephony systems, low-cost landline solutions, mobile call-routing, mobile devices, connectivity, integrations to CRM systems and industry compliant cyber security solutions to hundreds of organisations across the UK and currently have thousands of users deployed. With customers in several different verticals, Matrix247 understands the needs of each individual sector and can provide bespoke solutions. With a steady growth year on year, the Matrix247 Group has grown significantly between 20-40% over the last two years with the introduction of multi-media and omnichannel capabilities. Offering advice and sharing knowledge at board-level if required, Matrix247 look to align your business strategy with a shared communication vision. High profile clients include New Balance, over 300+ Cohens Chemists Pharmacies, Under Armour, Lyle & Scott Clothing, Haig Homes, and TEAM Industrial Services.

MGI Learning

01252 749940 / victoria@mgilearning.com / mgilearning.com Through our engaging and proven training and learning experiences, we help you unlock talent to deliver exceptional customer experiences, harness the benefits of change, build resilience and foster the highest levels of employee engagement and maximise productivity. Helping people to shine sits at the core of who we are and what MGI Learning is all about. What makes our solutions work so well is the internationally proven content, presented in easy to use Toolkits set within our Embedded Learning Blueprint which makes the skills stick. Our Embedded Learning Blueprint is based on a simple formula which is as straightforward as A + B = C. When followed, this clear approach to embedding learning means that we can say without question that you will achieve the results you are looking for.

NICE Ltd

0845 200 1000 / nice.emea@nice.com / nice.com When companies want to improve their business performance, increase their operational efficiency, ensure theyâ&#x20AC;&#x2122;re fully compliant or enhance their safety & security, they talk to NICE. Since 1986, NICE has been the recognised leader in these fields, providing solutions which turn both structured & unstructured data into valuable & actionable information. Our success started by capturing interactions & our expertise has evolved into applying analytics on these interactions. Our Advanced Process Automation solution is unique in that it delivers both real-time support & guidance to employees as they work, as well as being able to automate processes quickly & at scale. NICE brings the full value of automation to enterprises. NICE is regularly recognised for innovation & the value it provides to more than 25000 customers, including more than 85 of the Fortune 100. When it comes to turning information overload into practical business value, no one else comes close to NICE.

SUPPLIER DIRECTORY Puzzel

0333 300 0066 / rachael.russell@puzzel.com / puzzel.com/uk Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. Puzzel offers a native cloud, fast to deploy and easy to use Customer Service Platform for contact centres of all sizes. The Puzzel Platform consists of a fully integrated omni-channel and artificial intelligence enabled Contact Centre solution, advanced email and Ticketing and Workforce Management. In addition customers can personalise the Platform using technology partners from the Puzzel Marketplace. Puzzel was recognized as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Center as a Service in Western Europe for the fifth consecutive year, reflecting its rapid growth, functional breadth, product innovation and commitment to customer service and support.

Sensee

0208 996 5842 / sales@sensee.co.uk / sensee.co.uk We are the UK’s only specialist provider of flexible homeworking services using fully-employed ad-visers/ managers. Our services include: •

• •

•

HomeAgent-based contact centre outsourcing: We help well-known organisations (including Allianz, BUPA and several Government departments) improve business performance, cut costs and provide brilliant customer service. Our award-winning team of 1300 service advisors and support/ management delivers service, sales, retention, disaster recovery & tech support ser-vices by phone, email, webchat, text & social media. Sensée is ISO27001 accredited and has achieved PCI-DSS and GDPR compliance. Consulting and Best Practice: Sensée’s experienced consultants deliver a broad range of Benchmarking, Consulting, Discovery and Workshop services. CloudWorks™ Ecosystem: Our tech platforms support your homeworkers’ entire Employee Lifecycle - from recruitment and on-boarding to scheduling, training, communication and management - whilst ensuring the most rigorous Infosec compliance. Sensée’s UK-wide recruitment reach and remote employee-centric ecosystem creates accessible careers for people anywhere and sustainability for our planet and communities.

Syniverse

+3 5227 756144 / chabha.djouder@syniverse.com / syniverse.com Syniverse is the world’s most connected company, revolutionizing how businesses connect, engage, and exchange with their customers. For decades, we’ve delivered the innovative software and services that transform mobile experiences and power the planet. Our secure global network reaches almost every person and device on Earth. Our communications platform is industryrecognized as the best of its kind. And each year, we process over $35 billion in transactions, revolutionizing how goods and services are exchanged. Which is why the most recognizable brands—nearly every mobile communications provider, the largest global banks, the world’s biggest tech companies, and thousands more—rely on us to shape their future. How about yours?

Engage your customers on their terms

Keep your support team on the same page

Meet with us Find out why Freshworks was named the only Visionary within the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center Contact us to find out more:

Callum Jones : Callum.jones@freshworks.com

SUPPLIER DIRECTORY Synthetix

01279 555580 / harry@synthetix.com / synthetix.com Synthetix are pioneers of AI-powered digital customer engagement software. Since 2001 we’ve set the CX bar high, helping the world’s most innovative companies deliver exceptional customer experiences. Synthetix helps call centres by empowering your agents with a centralised Knowledge Base build on NLP technologies, and connecting them to your customers with our elegant live chat solution. On your website, the Synthetix Web Self-Service and Chatbot solutions resolve common customer queries, reducing the burden on your contact centre. With Synthetix, you’re investing in a team with decades’ experience deploying into some of the world’s leading brands. Talk to us to see why we’re the natural choice for enterprise.

The Digital Production Agency Limited t/a iNarrator

01618 201380 / steve@inarratoronhold.com / IVR-Recordings.co.uk • • •

Does your IVR create the right first impression? Are you looking to improve your customer experience? Would you like to reduce contact centre operating costs?

As a result of working with us contact centres are more efficient and reduce operating costs by delivering callers to the correct department first time, reducing caller abandonment but also encouraging customers to self via more relevant channels where possible. We ensure that your IVR creates the best first impression with expertly designed call flows and IVR scripts combined with professionally recorded IVR voice prompts. Save money and increase efficiency without investing in new technology, simply by utilising the contact centre solution you already have.

VeriCall

0203 4552 220 / adam.taylor@vericallsolutions.com / vericallsolutions.com VeriCall embraces both people and technology and brings them together with innovative and intuitive solutions to, essentially, make engaging with your customers easier and more efficient – AND, of course, more cost effective! We help you keep pace with change and demand by making sure we are constantly evolving and blending Artificial Intelligence (AI) and mobile and digital technologies with highly trained and motivated people that offers your company a 24/7, 365-day range of services. At VeriCall’s Engagement Hub these elements are combined to provide you with industry leading, tailored solutions that can work with any size of company from Micro to SME to Enterprise.

Take your contact centre to the next level

Meet us and discover how our Omnichannel Cloud Service could power your Responsive Contact Centre and hugely increase customer satisfaction

NOTES

The Need for Extreme Business Agility is Here to Stay This new business flexibility â&#x20AC;&#x201C; Agile Customer Experience, is an integral part of the way CX organizations operate as a whole to lead in our new reality.

Agile Service

Agile Insights

Agile Workforce

Creating a flexible cloud foundation that empowers rapid changes and smart digital-first experiences

Adding visibility and context to customer interactions using advanced analytics and AI for hyper-personalized experiences

Engaging the workforce by streamlining processes, automating guidance in real-time and creating persona-based employee experiences

www.nice.com/agile-customer-experience

The customer service platform for everyone

Support your team and delight your customers with Puzzel’s Customer Service platform. Optimised for smooth customer experience and perfect for remote workforces. Puzzel Contact Centre

A fully customisable, scalable & secure, omni-channel solution with integrations for over 40 partner apps.

Our resolution time to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel

Puzzel Ticketing

Consolidate all your incoming messages, assign & categorise conversations to streamline your workﬂow.

solution in place!

Luke Sambridge

Puzzel WFM

Head of Customer Strategy & Experience

Powerful & easy to use, with real-time management, accurate forecasting & scheduling at it’s core.

R E C O G N I S E D

B Y R E C O G N I S E D

Recognised by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service for the ﬁfth consecutive year.

B Y

Recognised by Frost & Sullivan as a Top 3 CCaaS provider for Europe.