Your Guide to Expo 2015

The Customer Contact Expo 2015 will be taking place on 30th September-1st October in London. Find out who will be there!

Bright – E68

Visit the Bright UK team at stand E68 to find out more about measuring and benchmarking performance, employee engagement and the customer experience.

Business Systems – F20

With over 26 years’ worth of experience, Business Systems pride themselves on being specialists in Call Recording, Quality Monitoring, Speech Analytics and Workforce Management technology.

Expert consultants will be on hand to offer free consultancy clinic slots for technology needs as well as product demos, helping you understand how best to make technology work for your organisation.

They are also hosting a short educational talk on the hot topic that is Self-Service WFM. Dave Evans will be in the People Theatre 11:40am on Wednesday 30th September.

Visitors to the stand will also be able to take part in a game and be in with a chance of winning a £5 Starbucks gift voucher.

ContactBabel – 700+ copies of the 13th edition “The UK Contact Centre Decision-Makers’ Guide”

The 13th edition of “The UK Contact Centre Decision-Makers’ Guide” will be launched at Customer Contact Expo on 30th September.

Based on interviews with over 200 UK businesses, the report has become the leading source of information on the contact centre industry, and is downloaded by over 1,000 organisations each year, with a further 700-800 copies distributed at the CC Expo event itself.

ctalk – C20

ctalk will be showcasing their call centre solutions at Expo 2015.

injixo – D2

injixo will be exhibiting the injixo Quick Start package and online training sessions which are part of its award-winning cloud WFM solution.

Visitors to the Customer Contact Expo 2015 can find out more about the injixo Quick Start package – part of injixo’s comprehensive cloud WFM offering. injixo’s WFM Experts – contact centre resource planning professionals with many years’ experience – enable new users to get up to speed with set-up, configuration and deployment in the contact centre within weeks.

Interactive Intelligence – C32

mplsystems – E40

Mplsystems will be providing demonstrations of their innovative customer engagement solution that has just been positioned in the 2015 Gartner Magic Quadrant Customer Engagement CRM Centre. mplsystems have entered the Magic Quadrant for the first time in 2015 alongside Salesforce, Microsoft and Oracle, and are one of only two European vendors included.

Visitors will be able to see live demonstrations of mplsystems’ wide range of innovative customer contact technologies, including advanced call handling, email management, webchat and self-service, customer service CRM, scheduling and mobile field service, all available on premise or SaaS.

Mplsystems’ Sales Director, Jon Meredith, will be presenting “Top tips to make email, chat and mobile customer service responsive and cost effective” in the Technology Solutions Theatre on Wednesday 30th September at 2pm. Susannah Richardson, Director of Marketing, will be presenting on Thursday 1st October in the Future Solutions Theatre at 11:40am on “The Future of Digital Self-Service: Blending virtual assistants and automated chat with live agent response”.

NewVoiceMedia – F30

NewVoiceMedia will be showcasing its integrated omnichannel customer contact solutions in the cloud. The vendor will be holding live demos to show how customers can grow their business by unifying their communications through Salesforce.

The company will also be giving away popcorn and coffee, and visitors will have the chance to win an Apple Watch in its prize draw. NewVoiceMedia and its partner Rant & Rave also invite you to join a champagne reception at their stand (F30) on 30th September at 4pm.

Rant & Rave will be demonstrating its new Salesforce App, which gamifies the front-line experience by taking customer emotion and putting it at the fingertips of every employee – empowering them to deliver a more personalised and engaging experience.

Nexidia – C70

Nexidia are Gold Sponsors of the Leadership Arena, aimed at senior level executives, and will be showcasing two presentations.

30th Sept: 14.30 – 15.00: Using Interaction Analytics To Reduce Customer Churn

Customer churn can become an expensive waste unless methodically managed. Predictive analytics has been used successfully to identify the customers who are most at risk, from which outbound campaigns can be formed to persuade customers to stay.

Adding in the communications made by the customer to the brand has been shown to significantly increase the accuracy and therefore the value of the predictive analysis. This session explores how Interaction Analytics can be used in this context through real-life examples and statistical evidence.

1st October: 13.50 – 14.20: Why The P&Q Challenge Is So Relevant To Customer Experience Movers And Shakers

The P&Q Challenge continues to grow year on year with great success. Brands such as Tesco Bank, LV, British Gas, AA, RAC and Screwfix are now participating on the programme. It is rapidly becoming the gold standard for how service quality and people performance takes place in next-generation customer service environment.

Find out what it’s all about and get the latest news from senior level P&Q alumni including Julia Ashman, Webhelp and Simon Thatcher, and Echo Managed Services.

QuickScripts – H20

Syntec – D40

Driven by client needs, Syntec’s proprietary, hosted managed platform integrates network-level telecoms services including IVR, hosted PBX, call queuing & recording with AgentCall and workforce management, ResponseTrack analytics (including agents’ ScreenView for caller information and website browsing history) and also CardEasy ‘keypad payment by phone’ for PCI-secure MOTO card payments.

Learn more about the drive from ‘on-premise’ to cloud, including case studies on the stand or at the seminar in the Solutions Theatre: Integrating multichannel cloud contact centre services, network-level telecoms & secure payment technology.

The Forum – G66

Ultracomms – E20

Ultracomms will be showcasing its latest innovations, as well as hosting the debut of its new corporate branding. New product introductions will include the company’s soon-to-be-released CRM and process management capabilities, which will tie together the company’s telephony platform into a true omnichannel contact centre experience.

The company will also be sharing a new white paper report into its ground-breaking AMD solution, including insight by an independent consultant into the accuracy and effectiveness of Ultracomms’ patent-pending solution AMD+.

Services and products from Ultracomms include: AMD+, predictive dialling, intelligent ‘blending’ of ACD inbound and outbound dialling calls; campaign monitoring, advanced call waiting and routing, CLI, IVR and call recording.

“2015 is proving a great year for us. The company has always focused on innovation and we were Europe’s first cloud-based contact centre solution provider, but with AMD+, CRM integration, plus our intelligent inbound/outbound multimedia blending experience, our roadmap has entered a new phase,” said Justin Hamilton-Martin, CEO at Ultracomms. “We’ve also expanded the in-house team and are currently working closely with partners to evolve our channel presence.”

Verint – C42

You will find Verint at stand C42 at this year’s Customer Contact Expo.

VoltDelta – C40

Zoom International – C4

ZOOM will be explaining and demonstrating their solutions for the small, mid-sized and enterprise contact centres. They’ve combined speech analytics, performance and quality management, voice of the customer, PCI DSS-compliant recording and much more into a versatile solution affordable enough to enable smaller contact centres to match up well with the big boys.

Simon Vostry, founder and CEO of ZOOM, will also be presenting a keynote address – Business Intelligence in the Contact Centre – dealing with business intelligence in contact centres and how data mining and bridging the gap between context with content analytics is becoming more critical (Technology Theatre at 10:15am on September 30th).