Your Guide to Expo 2016

593
Filed under - Archived Content

The Customer Contact Expo 2016 will be taking place on 28–29 September 2016 in London. Find out who will be there!

 

Aspect Software – C620

Visitors to Aspect Software’s stand at this year’s Customer Contact Expo will be among the first to learn about and experience the next generation of the contact centre – the Customer Engagement Centre – with the launch of Aspect Via in Europe.

Aspect Via is the culmination of Aspect’s most advanced customer interaction functionality, including omnichannel interaction and self-service across all communication channels – all natively integrated with Aspect’s analyst-acclaimed workforce optimisation (WFO) capabilities. Based entirely in the cloud, the enterprise SaaS platform connects capabilities to critical data sources and business processes to productively engage, enable and empower customers.

aspect-510

Aspect Software helps companies around the world deliver remarkable customer experiences across every conversation and every channel by helping them align their engagement strategies with today’s growing consumer expectations.

As the global leader in customer engagement solutions, our interaction management, workforce optimisation, back-office and cloud solutions seamlessly orchestrate people, processes and touchpoints for today’s top brands in financial services, healthcare, manufacturing, telecommunications, retail and aviation.

For more information visit www.aspect.com/uk

Business Systems – C440

Joining in the Olympic spirit of this summer, we at Business Systems have recognised 5 disciplines that can help contact centres ‘win the gold’. Drop by our stand at CC EXPO to find out more about the contact centre pentathlon consisting of Call Recording, Quality Monitoring, Interaction Analytics, Workforce Management and Business Intelligence. If you are visiting the show with a specific topic in mind, then don’t forget to book your consultancy clinic slot with one our experts.

Business Systems is the UK’s largest independent provider of call recording, robotic process automation and workforce optimisation solutions, including quality monitoring, speech/interaction analytics, business intelligence and workforce management. With over 25 years of experience, we offer expert systems design, implementation, consultancy and support for on-premise, hosted and ‘hybrid’ applications.

bslgroup.com

bus-systems-510

Customer Contact Expo Speaking Slot – Analytics & Agent Insight
Venue: Customer Experience Theatre
Date: 28/09/2016
Time: 10:15 – 10:35

They say ‘what gets measured gets done’. So how do you ensure that you bring meaning to 100% of interactions taking place in your organisation? How do you know that you are analysing the most meaningful or critical calls? How do you make the most out of the wealth of data you collect every day across your different systems and touchpoints?

Find out how Interaction Analytics, through the process of analysing and capturing significant communications, and Business Intelligence, with powerful dashboard technology, go hand in hand in driving a culture of performance and success within an organisation.

Contact Babel – C704

You will find ContactBabel at stand C704 at this year’s Customer Contact Expo.

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

www.contactbabel.com

Ctalk and QuickScripts – C510

Meetings underway at the ctalk stand

Meetings under way at the ctalk stand

Join Ctalk and QuickScripts at CCExpo 2016.

Ctalk develops and integrates software for contact centres. They specialise in a broad mix of inbound and outbound contact centre services.

www.ctalk.co.uk

QuickScripts is a drag-and-drop workflow-based interface that allows users to create and manage call scripts. The software application is easily customised with existing PBX platforms and integrates with CRM solutions.

www.quickscripts.co.uk

Freshdesk – C410

Offering true multichannel customer support, Freshdesk brings together every customer conversation into a centralised, user-friendly interface, helping customer support agents address and resolve trouble tickets.

Genesys – C630

Join Genesys at CC Expo 2016 and find out how you can create exceptional omnichannel experiences, journeys and relationships.

Genesys is the global omnichannel customer experience and contact centre solution leader. Our customer experience platform and solutions help companies engage effortlessly with their customers, across all touchpoints, channels and interactions, to deliver differentiated customer journeys while maximising revenue and loyalty.

They will show you how you can deliver connected customer experiences across multiple journeys and channels (including: phone, IVR, email, social, webchat, text, mobile applications, video and other IoT automated services) in a fully seamless fashion to build lasting customer relationships.

Genesys customer Marks & Spencer will also be speaking about eCommerce on the morning of the 28th September.

Please contact us to book a time for a one-to-one demonstration of the world’s #1 Customer Experience Platform. We look forward to seeing you at Customer Contact Expo 2016.

www.genesys.com

Greenlight CRM – C450

Greenlight CRM solves all your call centre technology requirements in one hosted solution that’s easy to use, compliant, customisable and feature rich.

Interactive Intelligence – C540

Demonstrations underway at the Interactive Intelligence stand

Demonstrations under way at the Interactive Intelligence stand

There will be guest appearances and keynote talks from John Roberts, CEO of leading online electricals retailer AO.com, talking about the importance of having a customer-centric approach, and Ralph Echemendia, ‘The Ethical Hacker’, discussing security and how to deal with some of today’s online threats.

We’ll be showcasing our PureCloud Platform live with contact centre agents from AO.com on the stand. The software, launched in the UK last year, is the first cloud platform built using microservice architecture atop Amazon Web Services.

Visitors to our stand will also get the chance to re-imagine what they think the future of customer experience will look like, with demos and insights from contact centre experts about technology that enables contact centre agents to do just that.

Interactive Intelligence is the headline sponsor of the show. It provides software and cloud services for customer engagement, unified communications and collaboration software to help businesses worldwide improve service, increase productivity and reduce costs.

Backed by a 21-year history of industry firsts, 100-plus patent applications and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organisations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors.

Interactive has been among Software Magazine’s Top 500 Global Software and Services Suppliers for 14 consecutive years, has received Frost & Sullivan’s Company of the Year Award for five consecutive years, and was one of Mashable’s 2014 Seven Best Tech Companies to Work For.

injixo – C402

injixo-team-510

injixo is a feature-rich WFM application delivered in the cloud for just £9/user/month, all inclusive.

There are no hidden extras, no setup fee, no need for an IT project and no minimum term. Hundreds of contact centres, ranging from 20 to 2,000+ agents, have chosen injixo.

We are proud that injixo was voted top WFM application by readers of Call Centre Helper in September 2016. Visit us to see injixo in action and find out why it has been such a hit – or check us out here.

KURA – C552

Kura is a provider of outsourced contact centre services and software solutions for a number of the world’s most successful brands.

mplsystems Limited – C610

An aerial view of the mplsystems stand

An aerial view of the mplsystems stand

Mplsystems, award-winning provider of omnichannel contact centre and CRM customer service technology, will be exhibiting their intelligentContact software solution at the show on stand number C610.

IntelligentContact provides seamless management and routing for all voice, email, chat, social and mobile communications as well as a uniquely configurable CRM agent desktop solution providing a 360-degree view of the customer journey. Trusted by many of Europe’s top businesses to manage their end-to-end omnichannel customer journeys, mplsystems were positioned as the leading visionary in Gartner’s latest Contact Centre as a Service Magic Quadrant for Europe

Mplsystems will be showcasing the Omni Channel Process Design tool, which allows users to design complex multichannel workflows and automate back-office processes. This unique functionality allows mplsystems’ customers to create queuing, routing and automated response and processing rules for multiple interaction types in a matter of minutes. Mplsystems will also be demonstrating their Social Customer Service solution, enabling agents to manage and deal with social posts and cases as part of the omnichannel desktop.

The award-winning intelligentResponse solution will also be on display. This pioneering solution enables organisations to seamlessly introduce artificial intelligence (AI) and self-service as part of their contract centre service. The module uses natural language processing (NLP) to identify and process requests via websites, social, email and mobile chat automatically whilst seamlessly handing off complex issues to agent-assisted service when required.

CEO Paul White and Software Developer Neal Jones will be hosting a keynote session during the Expo on the rise of AI and Virtual Assistance in the Contact Centre. The session will look at real examples of contact centres who are implementing virtual assistants and automated chat as part of their digital strategy and explain how this is integrated into the contact centre to ensure a true omnichannel customer journey.

Mplsystems have transformed customer engagement for top European businesses, including Engie, HomeServeGas, Aviva and Fitness First. Their expertise in the contact industry, combined with their innovative modular approach, means that every solution can be tailored to each organisation’s specific requirements. Available as a cloud- or premise-based solution, the software can be rapidly deployed and integrated into your existing telephony and CRM infrastructure. Be sure to visit their stand C610 during the Expo to find out how they can improve your customer contact solutions and equip your contact centres for the future

You can catch mplsystems’ keynote session in the Customer Experience Theatre at 12.30pm on the 28th September 2016.

Professional Forums Ltd – C1342

We are an independent community of professionals dedicated to raising standards and promoting best practice in customer contact. With dedicated communities in Planning, Quality & Customer Experience, Data, Analytics & Insight, our continuous improvement and membership programmes offer:

Learning and Development

From a one-day workshop on a specific topic to the BSc in Customer Contact Management which we run in association with Ulster University, our programmes will help you and your team achieve your organisation’s goals and count towards your CPD.

Benchmarking and Accreditation

Our Standards Audit provides external, independent evidence about the success of your organisation’s specialist functions.

On an individual level, our Professional Accreditation scheme recognises your skills and experience and can help you identify areas for development.

Challenge Programme

A year-round programme of support and resources that enables a team to achieve their business objectives and make a real difference to their organisation.

Awards and Conferences

Our highly acclaimed Customer Contact Innovation awards recognise successful initiatives that make a difference. Finalists showcase their achievements at our annual conference in April. Together with inspiring keynotes and workshops, this event is a highlight of the industry calendar attended by around 600 contact centre professionals. Nominations for the 2017 Awards are now open.

In addition, our national awards and conference programmes taking place in November 2017 recognise individual specialists and teams. Winners are invited to share their story at a dedicated conference, a key part of our annual calendar of learning and best practice.

Visit us on stand C 1342 to find out more

the-forum-510

Syntec – C435

syntec-510

Syntec is a leading integrated managed services provider.

It is an independent private company founded in 1998, now expanding rapidly into the USA and Asia/Pacific with blue-chip clients in Europe and internationally, including new customers such as Allied Irish Bank and Staples.

Services include:

  • AgentCall – cloud contact centre management
  • Syntec Telecom – including new SynPBX
  • CardEasy – ‘keypad payment by phone’ PCI DSS solutions
  • ResponseTrack – contextual caller analysis and real-time ScreenView for agents

Ultracomms and Callminer  – C430

 

Discussions in full swing at the Ultracomms stand

Discussions in full swing at the Ultracomms stand

Ultracomms will be demonstrating how their innovative inbound, outbound and blended solutions integrate seamlessly with multiple channels and interaction analytics to enhance contact centre performance, improve customer experience and meet key regulatory and compliance needs.

As a PCI DSS level 1 certified service provider, Ultracomms will also be hosting a keynote session ‘Everything you ever wanted to know about PCI DSS compliance but were afraid to ask’ in the Customer Experience Theatre on 29th September at 11.40am. Ultracomms compliance experts will also be available on the stand to answer any questions.

Ultracomms was founded over a decade ago as Europe’s first cloud-based contact centre services provider. Today, the company is positioned as one of the UK’s most innovative contact centre platform providers, with both PCI DSS level 1 certified cloud and scope reducing on-site payment solutions. Its services help clients to achieve: better customer engagement and real-time responsiveness; reduced contact centre cost of ownership; simplified infrastructure; staff optimisation; compliance; and visibility of contact centre performance.

www.ultracomms.com

CallMiner will be joining Ultracomms on Stand C430 in the West Hall to demonstrate how their market-leading interaction analytics solutions have been integrated into Ultracomm’s PCI-compliant cloud or on-site contact centre solutions.

Visitors to the stand will be able to learn about a uniquely powerful integrated cloud contact centre solution that simultaneously enhances performance and compliance whilst supporting agent productivity improvements. With CallMiner’s Eureka interaction analytics solution, companies can capture and analyse 100% of customer interactions including audio, chats, emails and social media, further enhancing the benefits of Ultracomms complete cloud contact centre solutions.

CallMiner will be showcasing its Eureka Interaction Analytics solution, which has a new advanced speech recognition engine, delivering faster speed to intelligence. Eureka also gives control to the end users to define search categories and topics customised to their business. Faster insights translate into faster improvements in contact centre performance, customer experience and satisfaction, compliance adherence and sales performance.

CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact centre agents and others responsible for customer engagement are empowered by insight and feedback in real time, they can dramatically improve the rate of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business”, our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum.

www.callminer.com.

Verint Systems – C622

verint-510

Visit our experts at Customer Contact Expo on Stand C622 to find out how Verint can help you meet that challenge through Customer Analytics, Engagement Management and Workforce Optimisation Solutions.

Book a demo or meeting at your preferred time to speak to one of our solution experts about your specific needs.

Verint Systems Inc. is a global leader in Actionable Intelligence solutions for customer engagement optimisation, security intelligence, and fraud, risk and compliance.

www.verint.com


Next door to CCExpo at The Hilton Olympia, London, will be CX16 Customer Experience | The Age of the Digital Customer

Running on Thursday 29th September 2016

Enghouse Interactive

This year’s event, which celebrates “The Age of the Digital Customer”, is set to draw practitioners and visionaries from multiple industry sectors to debate the latest trends impacting customer experience in today’s digital age.

The event features a series of keynotes, seminars and hands-on practitioner sessions, showcasing how forward-thinking organisations are harnessing a CX strategy that’s anchored around digital channels to deliver higher levels of satisfaction for customers and employees alike. These sessions are hosted by a stellar line-up, including industry analysts and business leaders, all experts on customer experience and how ongoing digital transformation is reshaping it today.

Key themes up for debate include cloud contact centres, mobility and self-service, leveraging Microsoft Skype and CRM within the contact centre, and “the Connected Enterprise”. Amongst the highlights of a packed agenda, Nicola Millard, Head of Customer Insight and Futures, BT, will speak on the topic of “Autonomous Customers & SuperAgents” and Martin Hill-Wilson, founder of Brainfood Consulting, will present on “The Customer Service Conundrum – How to balance digital and human support”.

 

IP Integration

IP Integration will be holding a session on Wednesday 28th September from 12.45pm to 1.30pm at Enghouse Interactive’s CX16 event.

During Session 3 at CX16, IP Integration will focus on ‘Voice of the Customer and Voice of the Contact Centre’.

You will hear innovative techniques for quickly driving significant improvements in customer and contact centre agent experience, including learning how to use perceptions of the customer journey in social media and traditional channels proactively and in real time, to improve contact centre performance and results.

Join us for lunch from 12.15 on the 28th September at CX16.

Author: Rachael Trickey

Published On: 14th Sep 2016 - Last modified: 7th Apr 2021
Read more about - Archived Content

Follow Us on LinkedIn