CCC22 Digital ShowGuide

CONTACT CENTRE EXPO

edition of Call & Contact Centre Expo! gratitude and thanks to all Partners, Speakers for their help and year; without you none of this speaking sessions and thousands of hope you enjoy a jam-packed knowledge and insight across the announce that Call & Contact Centre 29-30 November, so we hope you days this week and look forward to year!

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8x8 CC-C30

Aircall CC-I75

Alvaria CC-M30

AudioCodes CC-I25

Awaken Intelligence CC-K50

Bandwidth, Inc CC-K60

BICS CC-F65

Botwise CC-G65

Britannic Technologies Ltd CC-F40

Bulb Technologies CC-L48

Calabrio AB CC-C10 CC-M10

Call Center Resources - CCR CC-H80

CallHippo CC-K75

CallMiner CC-L30

Centrecom CC-M41

ChatLingual CC-I88

Cirrus CC-C40

Cloud Worldwide Services CC-H62

CloudCX Ltd CC-H60

Cognigy CC-J75

Comdata CC-E55

Comms Business CC-H85

ContactCenter4All CC-I15

CONTACTSPACE CC-H65

Content Guru CC-L10

Cordless CC-F70

Customer Experience Magazine CC-C65

CXFO CC-F72

Datamatics CC-G72

DDC Outsourcing Solutions

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Diabolocom CC-F62

Dialer360 CC-K52

Dialpad CC-K10

Eckoh CC-J25

eGain Communications CC-F55

Eleveo CC-C20

ELS Customer Experience CC-I68

Evaluagent CC-M50

Experts Decision CC-H88

Five9 CC-L70

FM Outsource Ltd CC-E46

Freshworks CC-K30

Fuse2Communications CC-K25

Gamma CC-E30

GDM BPO CC-182

Gnatta CC-E45

Google ChromeOS CC-J20

GoTo CC-B40 greenbean CC-F74

Grypp CC-L80

Hodusoft CC-K45

Indicate me CC-I20

Inextrix CC-M60

IRIS Clarity CC-M80

Jabra CC-F60

Kaleyra CC-G85

Khoros CC-C15

KMS Lighthouse CC-G70

Konversational CC-G62

Level Financial Technology CC-C68

Lokulus CC-M25

MOJO-CX© by The Modular Analytics Company CC-J82

Networking Area - Sponsored by RingCentral

Networking Area - Sponsored by Mitel Networks

NICE Systems UK Ltd CC-I50

Nimble Elearning CC-E52

Noetica Limited CC-L45

North of Tyne Combined Authority CC-I62

Odigo CC-G30

Onecom CC-L60

OpenFin CC-B35

Opus Telecoms CC-E25

Outsource Fiji CC-H68

Oxus.AI CC-J72

PCI-PAL (U.K) CC-K51

Phone.do CC-E50

Playvox CC-K20

Poly CC-H70

PolyAI CC-J70

Private-AI CC-F75

Process Shephard CC-G80

Puzzel Ltd CC-G20

Quantanite CC-K42

RingCentral CC-I30

RND Softech CC-K70

SalesMatch CC-G68

Scorebuddy CC-K85

ServiceOcean CC-K46

Servion CC-B30

Shelf CC-N50

Sigma Connected CC-L40

Silver Lining CC-K65

Sitel Group CC-L85

Sprinklr CC-J60

Surfly CC-I65

Sycurio CC-J10

Talkdesk CC-F25

Teamsurfboard CC-M65

TechSee Augmented Vision CC-M40

The Forum CC-J80

Twilio UK Limited CC-E10

UJET CC-M20

UK National Contact Centre Academy CC-G60

UKCCF CC-F51

Uniphore CC-I70

VCC Live CC-I60

Verbio CC-F61

VIER CC-K62

VIP Lounge - Sponsored by Talkdesk

Vocalls CC-G82

VoiceInteraction CC-F45

Voicenter CC-I85

Vonage CC-K22 CC-H75

VUI.agency C-B32

Walkover Web Solutions CC-C88 Webex by Cisco CC-C10

Wisper CC-K55

World Connection CC-K40

Yosh.AI CC-J85

THEATRES

Keynote Theatre

Sponsored by RingCentral

Future of the Contact Centre Theatre Sponsored by Webex by Cisco

Contact Centre Technology Theatre Sponsored by Sitel Group

Customer Satisfaction Lab Theatre Sponsored by Twilio UK Limited

Connected Contact Centre Theatre Sponsored by GoTo

Employee Engagement Theatre Sponsored by VUI.agency

Key Show Floor Features 2022

Breakout Theatres

Hear from industry leading experts as they provide valuable insights into the challenges the sector is facing and what is pertinent for the contact centre, whilst giving real world examples.

Sponsored by:

Networking Areas

Sponsored by: Sponsored by:

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

VIP Lounge

Sponsored by:

Keynote Theatre

Sponsored by:

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.

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.

VIP Hosted and Buyer Scheme

The bespoke programme will connect leading buyers and a selected group of sellers together through pre-arranged meetings based on site, where they will have access to the VIP lounge. The VIP & Hosted Buyer Programme allows you to directly put your message, solutions, and products across to leading decision makers and buyers from top UK Contact Centres.

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callandcontactcentreexpo.co.uk

EXHIBITOR PROFILES

2Ring

2Ring Dashboards & Wallboards, a real-time reporting solution, is compatible with Cisco Contact Centers (incl. Webex CC), Five9, Genesys, and Amazon Connect. Business unit admins, contact center supervisors, and other users in need of dashboards can create layouts combining various data sources.

8x8

8x8 is transforming the future of business communications as a leading Software as a Service provider of 8x8 XCaaS™, an integrated contact centre, voice communications, video, chat, and SMS solution built on one global cloud communications platform

Aircall

Aircall is an agile, fully cloud based business phone system connected with the tools that you love. Your sales and support teams as well as the entire enterprise can have their phone system up and running in just a few clicks and integrated directly into (Salesforce, Zendesk...)

Alvaria

Aspect and Noble Systems are now Alvaria, the world leader in enterprise-scale customer experience, workforce engagement management & automation/analytics solutions.

Bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy.

AudioCodes

AudioCodes is an expert in CX voice innovation:

- Modernise any Contact Center with Conversational AI, Work from Anywhere & Click to Call.

- Deliver a true Conversational Interaction Center fully integrated with Microsoft Teams.

- Easily Connect Voice Channels to Microsoft Dynamics 365 Contact Center.

Awaken Intelligence

Awaken brings together the power of AI, Voice Analytics and Agent Guidance, from decades of industry expertise operating outsourced contact centres. Providing operational efficiency and deep data insights, Awaken is the easiest way to increase profitability and provide a seamless customer experience.

Bandwidth, Inc

Bandwidth is a global communications software company that helps enterprises with cloud-ready voice, messaging and emergency services. Backed by a network covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, Uber and Zoom use Bandwidth’s APIs to easily embed communications.

BICS

We are connecting the world by creating reliable and secure mobile experiences anytime, anywhere.

Botwise

BOTWISE is the ultimate knowledge base for customer service - empower your team members and clients to find more and faster!

It lets you seamlessly create, manage, and look for the right information within your company. We save our clients 1h per agent daily!

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Britannic Technologies Ltd

Elevate your customer & agent experience.

Flexible cloud solutions from Bizvu, Mitel, 8x8 & Five9 for MS Teams help accelerate your business and contain costs. With workflows, AI, inbox automation & bots, Google CX & Alexa integrated with leading contact centre tech. Chat to our friendly experts.

Bulb Technologies

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Bulb Technologies’ Suite includes software solutions for customer care process automation, proactive customer experience management, automated problem resolution, and advanced CEM analytics that deliver superior customer experience, reduce customer support costs and increase revenue.

Calabrio AB

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Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions with its fully integrated, cloud-first Workforce Engagement Management suite.

Call Center Resources - CCR

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CCR, a Genesys and Microsoft Gold Partner, offers technology solutions and services for contact centers! Having one of the top-notch teams on the market, CCR is shaping the customer service industry with its latest inhouse developed EasyConnect Video solution which offers the `Perfect CX’.

CallHippo

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CallHippo is an on-demand Voice-over-Internet Protocol (VoIP) Service Provider. It allows startups and businesses to buy instant local support numbers from over 50+ countries. Easy-to-use interface and robust backend architecture, any company can set up its call center within less than 3 minutes.

CallMiner

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CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by AI and machine learning, we deliver the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale.

Centrecom

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With 30+ years’ experience, Centrecom is a Multi-lingual, Customer Service Centre of Excellence, providing B2B and B2C outsourcing solutions focusing on Customer Support via telephone, email, live chat, and social media, as well as outbound sales in a variety of European languages.

ChatLingual

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ChatLingual’s enterprise-grade software creates best-in-class global customer service and provides the most comprehensible multilingual messaging platform. ChatLingual enables you to support real-time, nativelanguage customer interactions in over 100 languages across digital channels.

Cirrus

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Over 1000 businesses rely on Cirrus to manage their business-critical customer relations across any channel. Visit our stand C40 to learn how our fully integrated, omni-channel contact centre solution & artificial intelligence platform can change how you view customer engagement for good.

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Recordia®, is a cloud-based SaaS platform designed by Cloud Worldwide Services to provide robust and universal call recording compliance (MIFID, GDPR, PCI and more), conversational intelligence and voice biometric authentication.

CloudCX Ltd

CloudCX – automation at your fingertips. Implementing a new contact centre or making changes to an existing one? CloudCX has great products to help. QuickTest provides automated testing for voice and digital channels. 1CG automates the implementation and management of Genesys platforms.

Cognigy

Cognigy, a leader in Conversational AI, Powers Up enterprise contact centers to exceed customer expectations, improve agent satisfaction, and rapidly respond to market changes. The Cognigy.AI platform enables next-generation customer service for alwayson, personalized experiences at scale.

Comdata

Comdata is a leading innovative global service provider in Customer Interaction and Process Management. We have been helping clients to maximise their customer value since 1987. Combining an international footprint, our teams of over 50,000 passionate employees work in 30 languages in 22 countries.

Comms Business

Comms Business is firmly established as the leading media platform for the UK’s IT, data, security and comms Channel. With a highquality market leading business magazine, a popular weekly e-newsletter, jobsite, and daily updated website, we offer the best coverage of our market sector.

ContactCenter4All

CC4ALL globally provides and supports SaaS omnichannel contact center solutions for Microsoft UC. CC4Teams natively integrates with Microsoft and works in your trusted Teams environment. Turn Teams into a complete hybrid Omni-Channel Contact Center. Easy to use - Easy to manage - Easy insights

CONTACTSPACE

Call less and talk more, with contactSPACE. contactSPACE is an intuitive, intelligent contact centre solution that enables you to make better, more efficient outbound contact. Plus, you can use contactSPACE plugins - 4flex and 4connect - to go live more quickly with Twilio Flex and Amazon Connect.

Content Guru

From our omni-channel cloud contact center solution to our bespoke integration systems, we use cutting-edge technology to transform communications and make mass personalization a reality. This includes our development of AI and propensity modelling to create seamless end-to-end customer journeys.

Cordless

Cordless is a modern cloud call centre software for support teams and their customers with built-in conversation intelligence. Unlock your voice content with features such as sentiment analysis, call transcription and auto-tagging to improve your service quality and product faster.

Customer Experience Magazine

Customer Experience Magazine informs the decisions of CX professionals through trustworthy research, argument-driven, and solution-based stories. We’re here to make sure you learn from relevant, brave and authoritative voices.

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CXFO

CXFO is proud to be the only CX and CC organisation offering information, advice, and support that is accessible to everyone. We are run by CX and Customer experience professionals. Our aim is to learn, share, and promote best practice across all areas of Customer Experience and Contact Centres.

Datamatics

Datamatics enables clients to deliver Customer Experience the way you want it. Datamatics helps clients to develop a proactive, future proofed and cost-efficient CXM strategy. With expertise in domain, technology and analytics, Datamatics provides CMS solutions to global clients across industries.

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DDC Outsourcing Solutions

DDC OS is a well-established and successful Business Process Outsourcer. Over 30 years of experience in fully understanding the needs of our clients enables us to bring together a balanced blend of people, technology and location to offer business outsourcing solutions that are agile and innovative.

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Diabolocom

Diabolocom is the voice cloud contact centre solution for customer service and sales teams chosen by successful scale-ups and mid/large size enterprises operating in highly competitive markets.

Dialer360

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Dialer360 is an established company that offers high-quality and budget-friendly Omnichannel Contact centre software. We empower clients’ businesses to overcome challenges. We provide an omnichannel contact centre software that includes email, web chat, voice, SMS, and social media.

Dialpad

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Dialpad Contact Center is a robust, easily scalable customer service software with AIenabled real-time assist, sentiment analysis, and more. Say hello to your new contact center with AI at every step, a fast setup, and the ability to work anywhere on any device.

Eckoh

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Eckoh’s solutions are trusted by leading companies and government departments alike. Since 2009, we’ve transformed contact centre security across a range of sectors. We deliver world-class solutions for multi £billion global corporations and re-shaped specialised UK regional organisations.

eGain Communications

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eGain customer engagement solutions deliver digital transformation for leading brandspowered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world.

Eleveo

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Elevēo was formed to provide effective, simplified solutions for complex contact center problems. Our products provide only features needed to elevate contact center operations & processes, are built using modern frameworks and cloud-native technologies that scale & move with your business.

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Cloud Worldwide Services

ELS Customer Experience

OUTSOURCE YOUR Sales, Retentions and Customer Experience CONTACT CENTRE

TO SOUTH AFRICA. We specialise in Sales, retentions and customer experience. Our customers are:

-Vodacom -Lenovo -Walmart -Ackermans -Pep -Telkom -Hollard -Avbob

English Speaking, Time Zone alignment From 950 Pounds per seat.

Evaluagent

A Quality and Improvement platform that provides call centres with the tools they need to engage, motivate and empower their agents. Powered by AI, EvaluAgent makes it easy to score customer-interactions, produce detailed reports, and quickly highlight opportunities for agent improvement.

Experts Decision

Five9

Five9 is a leading provider of cloud contact centre solutions and provides digital engagement, workflow automation, WFO, and practical AI to create more human customer experiences, to engage and empower agents. Five9 helps contact centres increase productivity and create customer loyalty.

FM Outsource Ltd

At FM Outsource, we provide quality customer service outsourcing that prioritises your customers’ needs. We believe modern outsourcing has to be better if it’s going to survive - that’s why our UK-based customer care teams are omnichannel, multilingual, and available 24/7/365.

Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user.

Fuse2Communications

Strengthen your call centre capabilities and enhance your collaboration experience with Anywhere365, powered by Fuse 2’s Direct Routing as a service. Fuse 2 are an Anywhere365 Premier Partner and where also the first in the UK to implement Direct Routing as a service.

Gamma

Thousands of businesses rely on Gamma to manage business-critical communication, collaboration and contact centre requirements. With solutions to support customer experience requirements of organisations, visit the Gamma stand to learn how our team can support you in transforming your business.

GDM BPO

Gnatta

Gnatta is an independent SaaS customer communication company, catering for businesses of all sizes interested in maintaining consistently high standards. With a deep understanding of the complex nature of modern communications, Gnatta is well set up to be your practical, long term partner.

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Google ChromeOS

Provide quick access to business-critical tools and information with shareable, easy-to-deploy ChromeOS devices that enable agents to provide best-in-class service to customers.

GoTo

At GoTo, we help growing businesses discover their untapped potential. From centralised communication channels to advanced analytics for better business outcomes, GoTo Contact is tailor-made for small-to-mediumsized businesses. Request a demo today: goto. com/contact-center.

greenbean

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Over 20 years of experience in volume, specialist and senior contact centre recruitment, partnering with some of the most respected brands in the UK. We have an exceptional track record in recruitment across the full spectrum of contact centre roles from  advisor to director-level appointments.

Grypp

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Bringing interactive digital capability to everyday conversations, Grypp enables contact center agents to combine voice, visuals & interaction to better serve and sell more. As a result, agents improve the customer experience while decreasing costs and increasing revenues. Be prepared to be Grypped!

Hodusoft

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Omnichannel contact center software that offers streamlined end-to-end communication solutions. Its effective use of data in customer journeys allows seamless experience across all channels.

Indicate me

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Indicate me is a SaaS solution that drives customer service performance with the help of boosting agent engagement and visualization of valuable insights, including quality management as well as performance metrics like productivity, sales and insights regarding reason for contact.

Inextrix

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It is one of the renowned IT companies catering to diversified businesses with its amazing technology products, solutions, & development services. The company helps transform your business idea into reality.

IRIS Clarity

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Developed in the high-performance world of F1 and NASCAR, IRIS Clarity’s AI-powered software removes distracting background noise on both sides of your VoIP and customer calls. Improving focus, engagement, and wellbeing, IRIS Clarity brings control to uncontrollable environments.

Jabra

Jabra provides contact centres with a powerful way to satisfy more customers. To aid staff efficiency and increase customer satisfaction, we have developed a range of corded and wireless headsets that can empower agents wherever they work.

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https://www.jabra.co.uk/business/contactcenter-headsets

Kaleyra

Kaleyra is a global CPaaS provider specialising in multi-channel integrated communication services, including SMS messaging, Rich media messaging, Video communications, and more. Leverage Kaleyra’s intuitive and easyto-use technology to transform your customer engagement strategy.

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Khoros

Khoros is a platform for digital-first customer engagement. With more than 20 years of experience, we’re a global leader revolutionizing CX with software and services for digital care, messaging, chat, social marketing, and online communities.

KMS Lighthouse

KMS Lighthouse is a dedicated knowledge management company empowering call and contact centre employees with the knowledge required to provide accurate and consistent interactions. The solution reduces handling time, error rates and onboarding times in a nocode, intuitive SaaS solution.

Konversational

Konversational is the leading ServiceNow technology consultancy firm in UKI. We support organisations on their customer digital transformation strategy, help them to extend their services beyond the customer contact center and scale operations by automating work across multiple departments.

Level Financial Technology

Level is an on-demand pay platform that help employers attract, motivate and support staff. By changing when (not what) you pay, you can improve the financial wellbeing of your staff and the performance of your business. All without impacting cashflow or changing payroll systems!

Lokulus

Lokulus is a technology company that is revolutionising customer service. We provide workflow and automation software that simplifies your customer service challenges; improving revenue, productivity and customer satisfaction.

MOJO-CX© by The Modular Analytics Company

MOJO-CX© transforms experiences for customers and agents alike. By analysing conversations in all channels we empower agents to do more of what really works. With insight into 100% of demand and agent performance leaders know what form your strategy should take next. Visit us at Stand CC-J82.

NICE Systems UK Ltd

NICE is the worldwide leading provider of cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics. It helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.

Nimble Elearning

Nimble helps people who train teams to create and manage their own online learning courses quickly and easily, by making everything simple. Whether you’re new to elearning or a training expert, we’re here to help!

Noetica Limited

For over 25 years Noetica has perfected a highly original set of contact centre productivity tools (Synthesys), advanced outbound technology (SmartBound) and a comprehensive telephony platform (NVP). This year we will be showcasing all these features and more.

North of Tyne Combined Authority

If you’re struggling to attract talent come and talk to us about why award winning contact centres like Sage, British Airways, AA, Tesco Bank, and Parkdean Resorts call us home, and how we can provide a bespoke support package to help you locate here.

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Odigo

Odigo is a leading Contact Centre as a Service solutions provider; enabling brands to connect through the crucial human element of interaction, while taking full advantage of the potential of digital. More than 400,000 endusers benefit from Odigo’s solutions in over 250 organisations globally.

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Onecom

Onecom empowers businesses to deliver simply brilliant customer experiences through OneCloud, a single place to consume agile, cost-effective and best-of-breed technology solutions. Whether you require Public, Private, Hosted or Hybrid, it’s your Contact Centre, your way.

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OpenFin OpenFin is The Operating System of Enterprise Productivity, enabling app distribution, workspace management and workflow automation. Used by 90% of global financial institutions, OpenFin deploys thousands of desktop applications to both buy-side and sellside firms.

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Opus Telecoms

Opus is an independent privately-owned technology provider, delivering UC, voice and data connectivity, IT, security and contact centre solutions. Founded in 1992, we enable enterprises to succeed and thrive by providing purpose driven technology, backed by a caring personalised service.

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Outsource Fiji

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Did you know you can outsource your contact center operations to Fiji? With our inherent customer service skills, Fiji is known to have the warmest and friendliest people on earth! Let your client’s experience exceptional customer service with our agents - don’t miss out on this opportunity!

Oxus.AI

We help sales and CS teams automate Quality Assurance by leveraging AI and NLP. With us, you can effortlessly monitor 100% of your team’s sales and customer support calls and provide actionable feedback that helps your team improve performance. Here is the best part: we do this in ANY language

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PCI-PAL (U.K)

PCI Pal® is a leading provider of SaaS solutions that empower companies to take payments securely, adhere to strict industry governance, and remove their business from the significant risks posed by non-compliance and data loss.

Phone.do

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Phone.do offers sustainable Multichannel, Multitasking, Multilingual, Multidisciplinary 24/7 Live support coverage for E-commerce & E-services platforms. Featuring a combination of Self-Service & Human customer experience.

Playvox

Playvox’s workforce engagement management (WEM) solutions transform customer care. We understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and interaction.

Poly

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Poly, previously Plantronics and Polycom, creates premium audio and video products so you can have your best meeting -- anywhere, anytime, every time.

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PolyAI

PolyAI has built its conversational AI platform on world-leading research from our AI scientists and engineers whose previous work includes pioneering projects with Siri, Google Research, Facebook AI and Microsoft Cortana. Our solutions solve the complex challenges of automating customer service.

Private-AI

Private AI’s industry-leading technology detects, redacts, and replaces 50+ entities of personally identifiable information (PII) within semi- and unstructured datasets with 99.5%+ accuracy in 42+ languages. Try our web demo: http://demo.private-ai.com/

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Puzzel Ltd

Puzzel is the leading European provider of cloud contact centre solutions. Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy.

Quantanite

Quantanite is a Customer Experience and Digital Outsourcing solutions provider for the world’s fastest-growing companies. The company delivers customer experience management services, back-office services, digital content services, and sales enablement and demand generation services.

RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration and contact centre solutions. The RingCentral platform empowers employees to work better together, from any location, on any device and via any mode to serve customers.

RND Softech

Our Services; International Call Center Voice and Non-Voice, Business Transcription, Medical Transcription, Contact Center Services, Legal Transcription, Software Development, Bookkeeping, Inventory Transcription, Data Entry and Processing, Insurance Transcription, IT Services.

SalesMatch

SalesMatch is a psychometric behavioural assessments specifically for contact centre agents. Its cloud-based profiling service enables call & contact centres to quickly, accurately, and cost effectively, identify and match the right contact centre agent for the job role.

Scorebuddy

Scorebuddy is a cloud-based, all-in-one quality assurance platform for contact center professionals. Over 300 clients in 20 countries are using Scorebuddy to monitor agent performance, find & fix issues, and improve customer experiences across the board.

ServiceOcean

The call centre software for 100% availability by phone. Achieve top KPIs and complete customer satisfaction through call management timed precisely to the minute for service and sales. Queues are transformed into a unique customer experience.

Servion

Servion helps design, build, run, and optimize contact centers and customer experience (CX) solutions for businesses to provide innovative digital experiences using the best available technologies while maximizing their existing investments.

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Shelf

Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Visit shelf.io to learn more.

Sigma Connected

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As an outsourcing partner, we provide customer contact and service centre solutions, but at Sigma Connected, we do things a little differently. Focusing on creating exceptional connections between people, our outsourcing services can help you exceed your customers’ expectations.

Silver Lining

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Silver Lining provides innovative technology solutions to meet your unique business requirements. Our privately owned and operated 4th generation cloud infrastructure has enabled us to create, bespoke, secure and robust award-winning solutions, utilising unified communications and converged IT.

Sitel Group

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As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value.

Sprinklr

Sprinklr is a unified platform for all customerfacing functions. #UnifiedCXM

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Surfly

Frost & Sullivan have recently honoured Surfly as being a Global Leader in Visual Engagement. We enable leading brands to instantly add cobrowsing, video chat, synchronous document editing/eSigning to your platform or any customer journey without the need to write a single line of code.

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Sycurio

Helping companies take secure, PCI DSS compliant payments across all customer engagement channels including phone, webchat, social media, email, SMS & QR codes. Our patented data capture method & secure links collect sensitive payment card data and send it directly to your PSP for processing.

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Talkdesk

Talkdesk® is a global customer experience leader for customer-obsessed companies.

Teamsurfboard

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Surfboard is simpler, smarter and fairer scheduling software for customer support teams. Surfboard intelligently combines forecasts, and team settings to automatically schedule shifts and daily activities in a fair and balanced way.

TechSee Augmented Vision

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TechSee enables contact center agents to see what customers see, guide them with AR on their mobile screens and receive real-time visual decision support powered by Computer Vision AI. Global enterprises enhance customer service, improve contact center efficiency, and drive agent engagement.

The Forum

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Get connected to raise standards. Established in 2000, our community of professionals is recognised as the `go-to place` for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

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Twilio is the cloud communications platform that enables innovators across every industry, from emerging leaders to the world`s largest organisations, to reinvent how companies engage with their customers.

UJET

UJET is reimagining the contact center for modern consumers and brands. Our one-ofa-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations.

UK National Contact Centre Academy

Through open courses and in-house training, we support hundreds of contact centres using the latest best practice. Our training consultants are experts in their field, bringing with them the practical experience to help your operation perform to the best it can be.

UKCCF

The UKCCF is the trade association for the UK contact centre sector. Our target audience is Contact Centre Managers/Directors in all sectors. We host events throughout the UK that promote best practice.

Uniphore

Uniphore is the global leader in Conversational Automation. The Company’s vision is to disrupt an outdated customer experience model to ensure that every person, on every call, is truly heard.  So welcome to the future of AIempowered customer service. Now each customer voice is heard.

VCC Live

VCC Live is a cloud contact center solution that fits the way you work. We focus on helping clients to level up their capabilities through our customizable platform. Whether you need to reduce cost, increase productivity, or develop customer relations - we help to maximize your chances of success.

Verbio

Verbio Voice AI combines the latest in voice technology with over 20 years experience, to provide the ultimate contact centre solution. Our multi-language solution combines speech recognition, speech-to-text and natural language understanding ensuring the best possible customer experience.

VIER

VIER offers cloudbased, innovative AI solutions that ensure real dialogue and proximity to the customer. We make contact-based business processes more efficient by combining artificial and human intelligence. Our products assist employees throughout the entire communication process. vier.ai

Vocalls

VOCALLS is a technology company based in Prague, Czech Republic, providing clients with AI-powered automation for contact centers. The platform facilitates the creation of all virtual assistants with an emphasis on excellent user experience.

VoiceInteraction

Pioneers of AI solutions, VoiceInteraction bases its practices on Machine Learning algorithms and Deep Neural networks – the goal is to ‘Extract knowledge from speech’ – thus resulting in efficient platforms for Speech Analytics.

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Voicenter

-Flexible contact center solutions & business communication systems

-A unified platform for managing and monitoring performance of your virtual call center.

-Our extensive list of partners guarantee superb customer experience  -Integrate our out of the box packages or ready-made code snippets

Vonage

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Vonage is redefining business communications, making communications more flexible, intelligent, and personal, to help enterprises stay ahead. We provide unified communications, contact centres and programmable communications APIs, built on the world’s most flexible cloud communications platform.

VUI.agency

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At VUI.agency we believe in the power of human interaction. And that’s why we want to scale it, not replace it. Our team of conversation designers, UX experts and voice strategists is here to complement the charisma of human customer service with Charismatic AI - so that service automation works.

Walkover Web Solutions

MSG91 offers a cloud communications platform to thousands of businesses to communicate with their customers globally at various stages of their journey. MSG91 simplifies communications with its simple yet robust Solutions.

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Webex

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Webex offers industry leading solutions in video conferencing, team collaboration, calling, contact centre and devices, and is trusted by 95 percent of the Fortune 500.

Wisper

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Wisper Group: XiVO is the first open source IP telephony and unified communications solution. ceBox® is a management software solution that allows thousands of workstations to be updated centrally. The first virtualization solution without infrastructure. https://www.wisper.io/en/

World Connection

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World Connection is an award-winning, international BPO you would want to work and do business with. Our mission is to provide top-level outsourcing solutions while delivering the highest quality of services and customer experience at affordable rates.

Yosh.AI

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Yosh.AI automates company communication streams with voice AI Agents. Its collaborative approach helps customers leverage the full power of AI and automation to improve operational efficiency, deliver powerful customer experience within the contact center and across any communication channel.

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CONTENT THEMES

Customer Satisfaction Lab

Customer service has changed in recent years, and with the introduction of new technology, customer expectations have increased. With many channels to choose from such as social media, telephone, email and more, how can your agents maintain the correct level of customer care? We’ll go through tools and strategies that will help you to support your business and deliver the experience that your customers will remember –for the right reasons.

Contact Centre Technology

We are facing a new way of working after COVID-19, and with hybrid contact centres becoming more popular, technology is emerging to help your employees deliver consistently. From AI chatbots to improve customer satisfaction, to work-from-home technology, you’ll discover what is pertinent for the contact centre and how you can implement these into your business.

Connected Contact Centre

Improved internal connections will benefit your team and indirectly your customers. With the expectation of organisations to be readily available on multiple platfoms, an omnichannel network can simplify and automate communications. Discover the best processes to bring your team and customers together.

Future of the Contact Centre

With the world changing at a rapid pace, organisations are required to keep up at an unprecedented rate, and the contact centre industry continues to modernize. Processes and technology have changed, but how can you keep your business ahead of the curve to reach its full potential? Join us for insights into what to expect in the future, whether virtual contact centres are the way forward, a hybrid model or is it an AI takeover?

Keynote Theatre

Our keynote theatre will provide a platform for contact centre experts to discuss prevalent themes in our industry. From new technology, employee engagement, customer satisfaction, social media and mental health and of course new trends for 2023, our Keynote Theatre sessions will be unmissable.

Employee Engagement

Contact Centre agents are at the heart of our industry, it is, therefore, important to keep your workforce engaged and interested. Employee engagement should be at the forefront of contact centre managers’ priorities as employee satisfaction will lead to happier customers and lower operating costs. Discover how to better engage your employees to improve retention and overall business results.

10:00-10:45

11:00-11:30

Dave D’Arcy, Director, EMEA Customer CareRingCentral

The Future is Messsaging: Meet your customers where they are.

David CreaseyBenjamin, Future Messaging Evangelist - Cisco

Enabling the Augmented Experience: Maximising value from best-of-breed CX Tech

Steve Gush, VP and Head of Solutions EMEA - Sitel Group

How to connect employees to customers anywhere, with flexibility and security

Jolyon Parsons, Strategic DirectorCiptex

Matt Dronfield, Managing DirectorDebt Free London

Brought to you by GoTo Brought to you by Puzzel

Kate Law, Membership & Learning DirectorCCMA

From Contact Centre to CX Centre. Key trends to plan for.

Sean Taylor, Chief Executive OfficerContent Guru

Right-Sizing your Contact Centre Operation

Nikki Quinn, Solutions Consultant - Playvox

Brought to you by Cognigy

Michael WheelerWyatt, Director, Chrome Enterprise EMEA - Google ChromeOS

Freshworks and AWS: Creating a unified customer view for a smarter, faster and profitable customer support function

Amanda Sleight, Head - SMB, UK - Amazon Web Services

Simon Johnson, General Manager, Freshworks UK&IFreshworks

Keynote Theatre

Future of the Contact Centre Contact Centre Technology Customer Satisfaction Lab Connected Contact Centre Employee Engagement Theatre

Martin Teasdale, Founder - Get out of Wrap

James Revell, Director of International Contact Centres - Air France KLM

Daniel Fretwell, QA Manager & Training Lead - The Cotswold Company

Sandrea Morgan, Head of Customer Experience

14:00-14:30

Charismatic AI

14:45-15:15

AI

Collaborative

If you’re doing CX transformation without AI, you’re doing it wrong.

Jay Gupta, AI ExpertTalkdesk

How

Taking

Nick

The

Ben

Conversational

Vijai Shankar, Vice President, Product Marketing - Uniphore

Break

Ed

15:30-16:00

Nerys

Garth

Jeanette

Lee Davis, Enterprise Software Sales Manager - Jabra

Brought

Richie

Brought to you by BICS Noise is hurting your call centrewhat you can do to stop it

Neil Titcomb, SVP Global Sales - IRIS Clarity

Lessons

Choosing

Natasha RatanshiStein, Founder & CEO - Surfboard

Alberta

Jimmy Hosang, CoFounder & CEOMOJO - CX© by The Modular Analytics Company

Keynote Theatre

Future of the Contact Centre Contact Centre Technology Customer Satisfaction Lab Connected Contact Centre Employee Engagement Theatre

& Automation: the missing piece of your contact centre?

Richard Holland, Channel DirectorOdigo

Simon Kelly, Snr Director Solution EngineeringSalesforce

Intelligence: The Future of CX

Nick Delis, SVP of International Sales - Five9

to leverage a unified AI model effectively in the contact centre for automation, communication and crisis management

Chandraraj, SVP & Head of ServicesSprinklr

Voice Automation - the secret to excellent CX

Patrice Mattez, Business Development Manager, EMEAAudioCodes

Down the Silos by Building a Contact Centre of Brand Guardians

Creasey, Director of PreSales Consulting and EngineeringCalabrio

The Magic Weekend - the transition from team mate to Team Leader

Martin Teasdale, Founder - Get out of Wrap

a DigitalFirst Approach to Customer Excellence in the Contact Centre

Beardsley, Enterprise DirectorOnecom

Wellbeing Crisis: Supporting agents and reduce attrition by putting AX and CX at the heart of your technology transformation

Hunter, Contact Centre Specialist - Jabra

AI and The Future Contact Centre

10:00-10:45

Taming the Zedonk: ‘horrible hybrids’ and the future of the contact centre

Nicola Millard, Principal Innovation Partner - BT

11:00-11:30

Employee engagement, Shifting mindsets and managing your culture Assassins

Garry Gormley, Founder/OwnerThe FAB Group

Chatbots don’t empathise

Ben Jones, CCOSigma Connected

The Cost of Doing Nothing: Can You Afford to Stick with Dated Communications Tools?

Andrew Lilley, Senior Director, Sales Engineering EMEA - 8x8

The value of having a flexible contact centre for enterprises with BJS Home Delivery

Camelia Suciu, Senior Manager, Solutions EngineeringContact Centres - Twilio

Ramnkik Singh, Head of IT - BJS Home Delivery

Take your CCaaS solution global - 3 make-or-break factors

Mehmet Hussein, Head of Solutions - InternationalBandwidth

The Looming Contact Centre Agent Experience Crisis: Understand, Avoid, Ascend

Stephen Kennedy, Director of Solutions, eGain

11:45-12:15

Recruiting contact centre talent in 2023

Katy Forsyth, Managing DirectorRed Recruitment

Using real-time insights to deliver the best experience every time

Frank Sherlock, VP of InternationalCallMiner

Transforming KLM’s Customer Service with WhatsApp

Nazir UI-Ghani, Director, Business Messaging, APAC & EMEA - WhatsApp

Wijnand de Groot, Vice President Digital Marketing - KLM

Re-inventing the Customer Journey

Justin Aldrich, Development Director - GrowthComdata UK

Brought to you by Nice Systems UK Ltd

Webhelp Uses Calabrio WFM to Drive Smarter, More Effective Employee Engagement

Guy Thomson, Head of Planning Solutions,Webhelp

Lee Sidall, Head of Planning Solutions, - Webhelp

12:30-13:00

PANEL - Social Media in today’s world

Digital first engagement: Exceeding customer expectations at reduced cost.

Pete Brown, Customer Engagement Expert - Cisco

To Cloud or to Modernise? What Next for the OnPremise Contact Centre?

Peter Broeckx, Regional Directer EMEA, Contact Centre - AudioCodes

Envolving State of the Workforce Chris Lattimore, Sr Solutions Consultant - Alvaria

The Wellbeing Crisis: Supporting agents and reduce attrition by putting AX and CX at the heart of your technology transformation

Building sustainable engagement

Chris Rainsforth, Director - The Forum

Jeanette Hunter, Contact Centre Specialist - Jabra

Lee Davis, Enterprise Software Sales Manager - Jabra

Dave Vernon, Director - The Forum 13:00-14:00

Keynote Theatre

Future of the Contact Centre

Contact Centre Technology

Customer Satisfaction Lab Connected Contact Centre Employee Engagement Theatre

14:00-14:30

Simon Scott-Nelson, Co-Founder - Wellity Global

Jordi Torres Gómez, Chief Operating Officer (COO)Verbio

Why

Jaime Scott, CEOEvaluAgent

Customer interaction and fulfilment has changed, don’t get left behind!

Jonathan Sharp, Sales and Marketing Director - Britannic Technologies

Elevate your Cloud Contact Centre with Anywhere365

Max Hardern, Enterprise Sales Manager - Fuse 2 Communications

Freshworks and WhatsApp: how the introduction of messaging channels and chatbots increases sales and boosts agent productivity

Lori Spruijt, Strategic Partner ManagerWhatsApp, Meta

Simon Johnson, General Manager, Freshworks UK&IFreshworks

14:45-15:15

Phil

John Stocks, VP of ML PartnershipsPrivate AI

CX

Vijai Shankar, Vice President, Product Marketing - Uniphore

Why

Sagufta Janif, Executive DirectorOutsource Fiji

Conversational

Maarten Kronenburg, Head of International Partner ManagementVIER GmbH

Why

Phil Hagen, CEO & FounderSalesMatch Ltd 15:30-16:00

Brought to you by Poly

Keynote

Nikki

Jay

Katherine

Richie Rumblelow

Vijai

Katy

Ed Creasey

Neil

Garry Gormley

Marcus Hickman

Simon

Amanda

Natasha

Kate Law

Lee

Ben

Richard Holland

Simon Kelly

Maarten

Nazir

Simon

Juanita Coley CEO & Founder

Nick Beardsley

Stephen Kennedy Director of

Pete Jones Founder & CEO

Sagufta Janif Executive Director Outsource Fiji

Revell

THANK YOU TO OUR PARTNERS

The Forum are the only Industry body led by Contact Centre Professionals for Contact Centre Professionals. With a combined experience of over 100 years in the industry our team of specialists are here to help, support and guide you as you navigate the changing expectations of your customers and your people.

- The largest library of Best Practice materials ANYWHERE!

- Industry leading Collaboration days and virtual conferences

- Access to an extensive Learning Academy offering accredited training & development

- A huge range of virtual networking & specialist discussion groups covering every aspect of our wonderful industry

- Annual Awards programme

- Standards benchmarking

Continuous learning for contact centre colleagues can reduce attrition and enables contact centre operations to thrive, grow and innovate. Having easy access to training courses when you need them, or being able to easily build a programme to support the development of a team or individual, is why contact centre leaders are increasingly turning to the UK National Contact Centre Academy as their training partner.

Through open courses and in-house training, we support hundreds of contact centres using the latest best practice. Our training consultants are experts in their field, bringing with them the practical experience to help your operation perform to the best it can be.

Whatever your training needs, give us a call and we’ll work through what’s possible.

Telecom Reseller is your source for news, information and insight on Unified Communications, Cloud and Collaboration. We report extensively on enterprise grade cloud, mobility, Teams, WebRTC and on prem based solutions. Our eBulletins, podcasts, broadcasts, online and print editions reach over 40,000 qualified readers. For a free subscription visit http:// telecomreseller.com/subscribe-form/. Connect your story with the channel, enterprise end user and carrier communities: Contact Carole Sangiorgio for a media kit carole@usernews.com and visit www.telecomreseller.com.

Comms Business is firmly established as the leading media platform for the UK’s IT, data, security and comms Channel. With a high-quality market leading business magazine, a popular weekly e-newsletter, jobsite, and daily updated website, we offer the best coverage of our market sector.

Since 2011, Customer Experience Magazine has been delivering industry news, CX guides, and best practices. We became home to more than 30,000 CX professionals across the globe. We are proud creators of CXM Review, a world-class CX publication. We invite you to join us in shaping the CX industry, where transparency, equity, quality, and connection define our success.

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 we have the answer.

We help US and UK contact centres compare themselves to their closest competitors so they can understand what they are doing well, what needs to improve and how they can do this.

The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

If you have a question about the contact centre and CX industry, please get in touch.

Email: info@contactbabel.com Website: www.contactbabel.com Telephone: +44 (0)1434 682244

Wellity Global is the recognised and trusted provider of mental health and wellbeing training solutions for some of the world’s most respected organisations including the UK Home Office, the G7 Summit, Police Force, Nokia, Fujitsu and many more.

Working as your wellbeing partner, Wellity provides a complete solution to managing staff wellbeing. Bringing award-winning training and consultancy services to workforces across the world, Wellity provides organisations with everything needed to improve staff mental wellbeing, meet legal obligations and gain a substantial and proven ROI.

The UKCCF is the trade association for the UK contact centre sector. Our target audience is Contact Centre Managers/Directors in all sectors.We host events throughout the UK that promote best pacrice.