Call & Contact Centre Expo 2018 Digital Showguide by Fortem International

THE ULTIMATE EVENT FOR CALL & CONTACT CENTRE CTOs CIOs COOs CX LEADERS & DECISION MAKERS

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Come and network with hundreds of like-minded professionals in our dedicated networking area.

| ESSENTIAL INFO Navigate your way around the show easily with the Call & Contact Centre Expo floorplan and exhibitor A-Z at the back of this guide.

Speakers

2018 HEADLINE SPEAKERS

OPERATIONAL IMPROVEMENT MANAGER FOR WAITROSE Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose, a tier one British grocer. Having spent 16 years running supermarkets and understanding first-hand how inefficiency and poor processes lead to employee frustration, Stuart is now leading operational

Every single one of our hand-picked speakers has an impeccable track record of success, with all of them being able to use their experience to advise how to avoid and overcome the pitfalls and challenges of running a call or contact centre. We promise you that all our speakers’ seminars will contain worldclass inspiration, advice and ideas.

improvement for Waitrose, having delivered over £3.5m savings to date. Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas from grass roots. He was recently recognised through the Employee Engage Awards 2016. Stuart specialises in employee engagement and has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

HARNESSING THE VOICE OF THE EMPLOYEE TO DRIVE BUSINESS INNOVATION IN WAITROSE Do bottom up ideas from grass root employees work? How painful is it to manage? Does it cost you a fortune to implement…Why ask for them in the first place? Let’s explore what happens when you seek the voice of the employee.

This year’s instalment of the Call & Contact Centre Expo will deliver a phenomenal lineup of industry-leading speakers. They will provide you with the essential advice and guidance you need to help your call or contact centre succeed in one of the world’s most competitive markets. The strength and diversity of our seminars will allow all our visitors to strengthen their understanding of specific strategies, learn about where the profitable investments lie and discover how to excel in this ever-expanding, ever-changing and ever-demanding industry.

WEDNESDAY | 14.45 KEYNOTE THEATRE 4

STUART EAMES

DAVE THOMSON

PRINCIPAL SOLUTIONS ENGINEER AT SALESFORCE Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and he has spoken at over 300 events and visited over 500 service centres in Europe, America, Africa and Asia. Dave spent 10 years at Aspect, where he was involved with industry pioneers such as First Direct, Direct Line, BA and QVC. This was followed by seven years at Cisco, where he worked on the full unified communications and collaboration portfolio, but specialised

WEDNESDAY | 12.30 KEYNOTE THEATRE 4

on multi-channel contact centres, knowledge management, web self-service, video-communications, home-working and accessibility. Since joining Salesforce in 2012, Dave has been helping companies build service solutions that meet the needs of digital customers – who are increasingly multi-channel, multi-device, social and mobile.

THE CALL CENTRE IS DEAD – LONG LIVE THE AI-POWERED CONTACT CENTRE! In this presentation, Dave will look at the changing requirements of digitally enabled customers and employees. Through a series of case studies, he will show how call centres can harness the latest technologies, particularly artificial intelligence, to at last deliver the contact centres and customer journeys that the industry has been promising for years!

IAN MASSINGHAM

WEDNESDAY | 11.00 KEYNOTE THEATRE 4

DR NICOLA MILLARD

JUST WORLDWIDE LEAD, TECHNICAL EVANGELISM AT AMAZON WEB SERVICES

CUSTOMER INSIGHT & FUTURES AT BT

WEDNESDAY | 11.45 KEYNOTE THEATRE 4

Nicola is approaching her 27th year in BT. She has done many jobs around the BT business, including user interface design, customer

Ian Massingham leads technical and developer evangelism at Amazon Web Services and has been working with cloud computing technologies since 2008. He works with developers and other technical end-users within AWS customers of all sizes, from startups to large enterprises, to increase awareness and adoption of AWS. Ian is a prolific speaker and participates in a wide variety of developer conferences, meetups and other developer communities in order to connect with developers and to inform, inspire and educate them about AWS. As an individual technologist, Ian has a special interest in the development of Connected Device and IoT applications, and in serverless architecture patterns for the deployment of applications in the AWS Cloud. Prior to joining AWS, he led a systems engineering team for an integrated software and hardware company that focused on the creation of cloud computing services with telecommunications and IT service providers across Europe, the Middle East and Africa region.

SERVE YOUR CUSTOMERS WITH AI FROM THE CLOUD, RIGHT NOW! Intelligent voice interfaces powered by deep learning neural networks are no longer the stuff of science fiction. What if you could put the same capabilities to work in your contact centre; answering common customer questions and allowing customers to conduct transactions at any time, using their just their phone and their voice, without needing to recruit, train, accommodate and retain large numbers of agents? Join this session and learn how you can make this a reality today!

THURSDAY | 11.00 | B2B KEYNOTE THEATRE 1 Nicola Millard heads up customer insight & futures in BT’s global services innovation team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken).

BOTMAN VS. SUPERAGENT: HOW INTELLIGENT TECHNOLOGIES WILL TRANSFORM THE CONTACT CENTRE We’re currently witnessing a customer experience revolution. Will Botman or SuperAgent save the day? Dr Nicola Millard shares insights from global research on how consumers are changing in their attitudes towards digital service. Are bots going to take over? How do human agents fit in? Using a combination of research and practical experience, she will explore the realities of combining man and machine at the customer interface.

service and business consulting. Nicola got her PhD from Lancaster University in 2005, published her first book in 2009, and now spends most of her time doing research, writing blogs, articles and white papers. She also travels around the world presenting at conferences and running workshops with an assortment of BT’s large multinational corporate clients including banks, government, travel companies and retailers, to name but a few.

ALSO SPEAKING ON: THURSDAY AT 14.00 KEYNOTE THEATRE 4

LYES OUARTI

CLOUD SOLUTION ARCHITECT AT MICROSOFT THURSDAY | 11.00 KEYNOTE THEATRE 4 With more than 17 years of experience in information technology, Lyes has been working with enterprise customers in Europe, the Middle East and Africa, helping them deploy complex solutions in the cloud (private, public and hybrid cloud). Presently, Lyes is a cloud solution architect working for Microsoft in the UK where he focuses on delivering high value, mission critical applications in Azure. As a Microsoft Azure cloud solution architect, he drives high priority customer initiatives on Azure, front and centre in their customer’s transformation to cloud-based architectures, while at the same time plays an influential role in transforming Microsoft into a cloud first mobile first company. He also owns the Azure technical customer engagement including: architectural design sessions, specific implementation projects and/or proofs of concept (POCs).

HOW BOTS AND ARTIFICIAL INTELLIGENCE CAN HELP YOU BOOST YOUR PERFORMANCE In this seminar, you will learn how can Microsoft Azure help contact centres to be more efficient. Lyes will focus on the Microsoft bot framework and artificial intelligence. With live demos, you will see how customers use these technologies to boost their performance.

JEREMY KING

MARGRIET GROENENDIJK

DEVELOPER ADVOCATE AT IBM

INTERNATIONAL DIRECTOR AT PCI SECURITY STANDARDS COUNCIL THURSDAY | 16.15 | KEYNOTE THEATRE 4

THURSDAY | 14.45 | KEYNOTE THEATRE 4 Margriet is a data scientist and developer advocate for IBM. She has a background in climate research where she explored large observational datasets and the output of global scale weather and climate models. Now she explores ways to simplify working with diverse data using cloud databases, data warehouses, Spark, and Python notebooks. She has experience with various IBM cloud services, databases and APIs to access, combine, clean and store different types of data. She has more than 10 years of academic experience in the analysis of environmental datasets from observational data and from climate models. In order to deliver these analyses, Margriet uses a large range of skills, such as time series analysis, statistical data analysis, modelling and parameter optimisation, machine learning and complex data visualisation. These skills are all transferable to a wide range of data driven problems in a variety of domains.

THE CONVERGENCE OF DATA SCIENCE AND SOFTWARE DEVELOPMENT

Mr. King leads the Councilâ&#x20AC;&#x2122;s efforts in increasing adoption and awareness of the PCI Security Standards internationally. In this role, Mr. King works closely with the Council and representatives of its policy-setting executive committee from American Express, Discover, JCB International, Mastercard and Visa, Inc. His chief responsibilities include gathering feedback from the merchant and vendor community, coordinating research and analysis of PCI SSC-managed standards through all international markets, and driving education efforts and Council membership recruitment through active involvement in local and regional events, industry conferences and meetings with key stakeholders. He also serves as a resource for Approved Scanning Vendors (ASVs), Qualified Security Assessors (QSAs), Internal Security Assessors (ISAs), PCI Forensic Investigators (PFIs), and related staff in supporting regional training, PROTECTING TELEPHONE certification and BASED CARD PAYMENTS testing programs.

In order to move past the hype and achieve the full potential of machine learning, data scientists and software developers need to work more closely together towards their common goal of delivering well-architected, data-driven applications. Margriet explains why it is the collaboration between data scientists and software developers where the real value can be found by creating integrated data workflows that benefit from the unique knowledge and skillsets of each discipline.

JOHN ABEL

HEAD OF TECHNOLOGY & CLOUD AT ORACLE WEDNESDAY | 14.00 | KEYNOTE THEATRE 4 John has been in IT for over 27 years spanning many different functions from developing to IT leadership. Johnâ&#x20AC;&#x2122;s current role at Oracle is to lead the sales consulting and business development team for the UK, Ireland and Israel. An area that John really enjoys is his strategy work and innovation domain. John has a passion for innovation with startups and customer startup accelerators, crossing the boundary of technology and business. John is an Oracle author

and experienced speaker who uses real life examples to explain how customers navigate challenges in business growth. The key to any business is the balance of heritage and innovation to drive new revenue streams. Using industry data and customer engagement allows John to have the visibility to be an industry thought leader in cloud and digital based technology across many industries, and has written many articles on the subject for his successful blog and press interviews.

This presentation will provide insight into how organisations that accept card based payments over the telephone can ensure the security of those payments, and ensure that their organisation meets the needs of PCI DSS. It will also provide an overview of how organisations can ensure that they meet the requirements of the regulator to record telephone conversations without storing cardholder data or sensitive authentication data.

KNOWING YOUR CUSTOMER AND MAKING DATA TALK John will explain - using customer business examples - how you get to know your customers using data. One area which will be explored is how you can use the power of the heritage but execute like a startup with regards to customer engagement. A connected landscape is critical to make the business provide digital solutions for the customer. John will use more customer examples to explain this approach and the lessons he has learned over the years to remove risk.

LISA KELLY & ROGER NUNN

VP, BUSINESS DEV & EVP AT TELEPERFORMANCE THURSDAY | 11.45 | KEYNOTE THEATRE 4 As VP of business development, Lisa leads business strategy and planning to provide market insight to roadmap the future of customer service within the retail sector. With years of experience in customer service management - having previously been successful in building and leading organisations within publishing and various digital arenas - she has also supported investors within organisations to manage organisational change, to increase operational efficiencies, accelerate growth

and ultimately achieve higher levels of profitability. A natural creator of business opportunities and successful selling teams; Roger excels in identifying and creating sales teams focused on penetrating new markets early in order to gain first leap advantage. He is adept at building sales and marketing teams at Venture Funded companies focused on B2B marketplaces. Roger created and managed the concept of “Operations Assessment Selling” for large BPO and has a strong expertise in SaaS and cloud based go-to-market environments.

GEORGINA OWENS

WHAT DOES THE FUTURE OF CONTACT CENTRES HOLD? In this session you will gain a current view of the global and UK contact centre landscape and how the UK contact centre landscape is changing, including challenges and benefits. Enablers such as innovation, technology, enhanced operational delivery and analytics will be discussed, as well as real-life case studies.

BOB STELLA

DIRECTOR IT SERVICES AT PERFORM GROUP

HEAD OF BEST PRACTICE IN INSIGHT AT THE FORUM

THURSDAY | 12.30 | KEYNOTE THEATRE 4

WEDNESDAY | 13.15 KEYNOTE THEATRE 4

Georgina Owens has held global leadership roles in organisations across multiple sectors. She has a reputation for tackling large scale challenges and being capable of making intelligent sense out of chaotic and poorly managed IT capabilities. She is at home working in a fast paced environment dealing with uncertainty, ambiguity and constant change and manages to navigate her teams through transformation to deliver simplicity, excellence and best in class at the end of the journey. In the last 18 months, she has been immersed in leading edge digital initiatives including artificial intelligence implementations and the challenges of SUPPORTING CUSTOMERS evolving an organisation WITH ROBOTS-WHAT DOES into a digital way of IT MEAN? thinking. Georgina recently moved into a role in a leading sports media Join our host Georgina Owens company delivering content in an expert panel debate media, social network to discuss the evolution of services and a pioneering customer support delivery sports OTT platform. using a blend of human and artificial resources. How do you need to adjust your policies and processes? What is your social responsibility and how do you go about maintaining customer excellence in this new and exciting world? Make sure you attend this session to find out!

Bob has recently joined The Forum following a dedicated career in customer service through which he has supported a wide array of companies; from the global, multisite, multinational to the local two-seater operation. Specialised in operational planning, his personal brand is to “foster efficient environments where engaged people deliver extraordinary service” as recognised by the Innovation Award his L&G team collected in early 2017. Most recently, Bob has been focussing his creative skills on disrupting internal processes and assumptions, using insight from seemingly unrelated disciplines, such as psychology, game development, crowd funding and the gig economy, to improve and transform the effectiveness and engagement of change in our industry.

TURNING “CHANGE” INTO YOUR ENGAGEMENT STRATEGY Bob brings a unique view of how we can better release our people’s (and organisation’s) potential through epic change implementation. In this whistle stop tour of change management he exposes his core approach and some of the methodologies he has adopted through the years to make it happen. If you are interested in gamification, behavioural economics or how to get people to talk to their future selves, this is a talk you can’t afford to miss.

JAMES DODKINS

CUSTOMER EXPERIENCE EXPERT THURSDAY | 13.15 KEYNOTE THEATRE 4

James helps companies create worldclass customer experience, customer strategy and company culture. He travels the globe learning the secrets of the world’s best performing companies and uses that information to help other companies replicate that success. He specialises in customer experience, customer strategy and company culture. He’s been lucky enough to train, consult and speak in 20 different countries and that list is growing every year. In a whirlwind career he’s worked with and learned from some of the best performing companies on the planet! James published his first book “Foundations for Customer Centricity” in 2014 and will be publishing his second this year. He’s worked within organisations such as: Disney, Nike, Mercedes-Benz, Citi Bank, Duke Energy, Danfoss, and Kellog’s.

DELIBERATE CULTURE James will present some stories, examples and exercises to help you create the company culture that you want. He will also help you create a deliberate culture with tips and tricks learned at Disney, Virgin, Southwest Airlines, Lego, Adobe, Ritz-Carlton, Google, Zappos and more.

SARAH MASOTTI

GOOGLE CLOUD PROFESSIONAL SERVICES MANAGER AT GOOGLE WEDNESDAY | 10.15 | KEYNOTE THEATRE 4

Sarah is a customer change and transformation manager at Google Cloud. Sarah is an expert in organisational collaboration, culture, and driving organisational change.

Sarah has worked, studied, and volunteered in 54 countries and is passionate about globalisation and innovation. Prior to joining Google, Sarah was a management consultant where she helped retail, financial services and public sector clients with digital strategy and experience, ecommerce, digital workplace and cloud transformation programs.

USING THE RIGHT TECHNOLOGY & CULTURE TO UNLOCK INNOVATION In this seminar, we will explore the new age of organisational communication and collaboration. We will talk about using the right technology and culture to unlock innovation, and share tips for engaging employees with change and embedding transformation.

RICK KIRKHAM

FOUNDER & MANAGING DIRECTOR AT CUSTOMER TOUCH POINT THURSDAY | 11.00 | B2B KEYNOTE THEATRE 1

WEDNESDAY | 16.15 | KEYNOTE THEATRE 4 Rick is founder and managing director of Customer Touch Point - a company that helps clients solve problems in the area of customer contact. When a business gets their customer contact wrong, it can be financially damaging and have a lasting impact to customer relationships and brand image. Rick has been designing and implementing customer journeys for over 12 years; and this experience combined with a passion for understanding what makes people tick has led him to develop a unique

methodology to enable contact centres to effectively influence customer behaviour. Through his wide experience of implementing new customer journeys in retail, financial services, healthcare and travel, Rick has a unique way of ensuring journeys work for your operation and your customers. To influence customer behaviour you have to influence how customers feel with every word. Rick uses technology, language and tone of voice to make this happen and will share some experiences and tips with you during this session.

HOW TO INFLUENCE BEHAVIOUR WITHIN CUSTOMER JOURNEYS To design and implement a successful customer journey you need to understand how to influence customer behaviour. To do this you need to be able to affect how customers feel at all stages of the journey and to have a clear customer and operational objectives. Rick will talk about how to positively influence customer behaviour within your journeys and help you to achieve your customer contact goals.

JOHN FINCH

CONTACT CENTRE 2025: MACHINES, MILLENNIALS AND MOBILITY!

AVP FOR CONTACT CENTRE AT RINGCENTRAL THURSDAY | 15.30 | KEYNOTE THEATRE 4 As AVP of contact centre product marketing at RingCentral, John Finch is responsible for the strategy and execution of the company’s global contact centre marketing efforts. John brings over 20 years of product marketing, product management, and sales experience with leading technology companies. He was most recently head of product marketing at Dialpad where he was responsible for worldwide product & content marketing. Before that, he

led product marketing at LiveOps and Genesys launching enterprise cloud based solutions into the market. John is an entrepreneur at heart and spent time working to disrupt the fine art market by building a technology platform that brings artist and collectors together directly. John has also held leadership positions at Avaya and AT&T. John holds a BS from the University of Minnesota Carlson School of Management and has studied art history at Stanford University.

John examines the technology and strategies needed to build truly integrated contact centre platforms, giving customers the freedom to connect using any method and device, while helping organisations to resolve cases faster and sell a more thorough and personalised experience. He will also provide an overview of how advanced call routing, analytics and autonomous tools such as bots can start to bridge the gap between different customer groups to build a future where machine intelligence helps deliver smarter inbound and outbound communication.

JONATHAN SHARP

NERYS CORFIELD

CHAIR OF DMA CONTACT CENTRE COUNCIL

CONNECTING DIGITAL PLATFORMS & MULTICHANNEL INTO THE CONTACT CENTRE WITH WEBRTC

WEDNESDAY | 15.30 KEYNOTE THEATRE 4

WEDNESDAY | 11.45 SEMINAR THEATRE 8

Nerys is chair of the DMA Contact Centre Council, a non-exec director for Connect Assist, (a specialist outsourcer) and founder of Injection Consulting. Before setting up her consultancy, Nerys spent 18 years in some of the UK’s most responsive outsourcers managing contact centre services for clients like Volkswagen, Vodafone, British Gas, the National Apprenticeship Service and Sky. Nerys uses these experiences to carry out CX audits, contact centre health-checks and delivers workshops around a host of contact centre related subjects.

WILL GDPR IMPACT CUSTOMER EXPERIENCE? How the new Data Protection Act (GDPR) is going to impact contact centre processes and the customer experience - Nerys Corfield takes a pithy and practical look at how, against a backdrop of increased customer awareness and protracted regulatory requirements, steps can be taken to enhance customer trust.

JIGGS O’SULLIVAN AND BEVERLEY MCINTYRE

OUTSOURCING VS. INSOURCING – THE PROS AND CONS YOU NEED TO KNOW

Explore how web real-time communication tools establish continuity of conversation for customers who don’t want to repeat information and be passed around from one agent to another. Providing examples from Britannic customers, Jonathan will illustrate how contact centres can use web calling, messaging, video and co-browsing to reduce average handling time, personalise online service and engage customers during their web browsing sessions. You will learn how to offer contact centre services through your website and mobile apps and pick up ideas that help solve your omnichannel challenges.

WEDNESDAY | 12.30 SEMINAR THEATRE 10

Why do so many organisations of all sizes choose to outsource their contact centre operations, and how do they go about ensuring a highly effective outsourced partnership? In this highly informative and engaging seminar, Jiggs and Beverley will draw upon their vast industry experience to explore all the key pros and cons of both outsourcing and insourcing, which will help you decide what is best for your organisation.

MASHUD AHMED

BRIDGING THE CUSTOMER EXPERIENCE FROM CHATBOT TO HUMAN THURSDAY | 13.15 SEMINAR THEATRE 9

The increasing desire to deploy chatbots in customer interaction situations raises the new challenge of how to keep humans in the loop, a requirement in certain circumstances. As such interactions inevitably relate to complex and emotive issues, a smooth transition from the automated to the assisted customer dialogue is key. Drawing on our experiences, this seminar will consider the challenges and possible solutions for enabling and improving such seamless transitions.

MANVEER MANGAT

OMNICHANNEL – DOES IT NEED OMNIAGENTS, UNICORNS AND OTHER FANTASTICAL BEASTS?

TONY SMITH

COMPLIANCE AND THE CONTACT CENTRE

WEDNESDAY | 15.30 SEMINAR THEATRE 8

Omnichannel has been a hot button topic for a few years now, but in asking agents to do it all, are we asking for the impossible? Do omniagents exist? Are we seeking unicorns? Join Manveer Mangat, CTO at Sesui, to learn about evolving customer experience hubs where no one agent is expected to do it all. Instead, specialised agents work together sharing data and insights, often remotely, to provide a more personalised 24/7 customer experience.

JONATHAN ANGUELOV

WEDNESDAY | 13.15 SEMINAR THEATRE 8

YOUR OTHER SALES TEAM: SELLING FROM THE SUPPORT DESK A well trained support team is also a great source of net new revenue. During this talk, Aircall’s COO Jonathan Anguelov will share an insider’s view on how to help your support team upsell, cross-sell, and recommend products without scaring customers away.

How can we achieve compliance in the contact centre without compromising on customer experience? Listen to Tony answer this question in this unmissable seminar.

WEDNESDAY | 14.45 SEMINAR THEATRE 11

MIKE BABALOLA

TRANSFORMATION THROUGH INNOVATION – INNOVATIVE SOLUTIONS FOR TODAY’S CHALLENGES THURSDAY | 11.45 SEMINAR THEATRE 11

DR LADAN BAGHAI-RAVARY

ULTIMATE VOICE-BASED SECURITY: SPEAKER VERIFICATION AND MULTI-FACTOR AUTHENTICATION When speaker verification is integrated with multi-factor authentication it can provide vastly improved security compared to traditional cumbersome question-based dialogues. Dr Ladan Baghai-Ravary will show how security can be maximised, without disturbing the smooth flow of customer transactions. Speaker verification can be incorporated transparently in telephone dialogues, providing an additional level of security and confidence. Scalable and affordable solutions such as Aculab’s “VoiSentry” allow speaker verification to benefit businesses of all sizes.

THURSDAY | 11.45 | SEMINAR THEATRE 8

4net Technologies helps transform our customers’ businesses, enabling them to be innovative in the way they work with their customers. Furthermore, the way we deliver our solutions through the innovative use of cloud services has meant that we have changed the way that both our government and enterprise customers can procure and deliver their communications. Our presentation will show how we have helped organisations deliver digital transformation through our award-winning technology and service innovations so that you can adopt this in your own business.

SAM BOYLE

WHY YOUR BUSINESS NEEDS AN ENTERPRISECLASS CHATBOT WEDNESDAY | 13.15 SEMINAR THEATRE 11 Sam will explain why your business needs the dynamic, on-demand service agent that understands and mimics human conversation with engaging, lifelike precision. Through a combination of AI-powered natural language processing, semantic search and the Meaning-Text Theory, modern chatbots can interact with your customers in ways far more realistic and human-like than you would expect. Chatbots can perform complex, decision tree based product searches, reset passwords, book appointments, generate quotes… almost any basic action now sits within reach of full automation.

ROB SCOTT

DOWN THE CONTACT CENTRE RABBIT HOLE - VENDOR ANALYSIS 2018

WEDNESDAY | 11.00 SEMINAR THEATRE 11

IAN MOYSE

HOW TO EXCEED CUSTOMER EXPERIENCE DEMANDS IN 2018 Customer and industry surveys report raised expectation of service quality and increased customer churn. We put up with less than adequate phone experiences when calling companies, and yet CX is key to driving customer loyalty, increased spend and differentiation. An entertaining and engaging session with industry cloud thought leader and sales leadership expert Ian Moyse on the challenge, opportunity and action we can take to transform CX over the phone.

MATTHEW BRYARS

WEDNESDAY | 14.00 SEMINAR THEATRE 9

CONTACT CENTRE SECURITY AND COMPLIANCE ENTIRELY FROM THE CLOUD What do you have to do to become FCA, GDPR, PCI DSS and MiFID II compliant in your contact centre? Matthew discusses how a major UK financial institution has worked with them to achieve compliance, reduce fraud losses and improve their customer’s experience, at the same time.

MAX YODER

DO BETTER WORK

ROLF ADAMSON

HOW HIGH PERFORMANCE ORGANISATIONS INCREASE CSAT WHILE DECREASE COSTS WEDNESDAY | 11.00 SEMINAR THEATRE 10

THURSDAY | 11.45 SEMINAR THEATRE 9

Founder of UC Today Rob Scott, delves into a market overview and side by side comparison of contact centre vendors in 2018. What’s trending and who’s innovating? You’ll find out in this game-changing seminar.

THURSDAY | 12.30 SEMINAR THEATRE 11

Change at work is happening at a breakneck pace. Teams must adapt to win in highly competitive environments, and they need a practical, time-tested approach to help them do it. Lessonly’s CEO Max Yoder, will share how more than a million employees learn, practice, and perform at work; alongside interviews from customer support/experience leaders at companies like Amazon, Paypal, Hubspot, GE and LinkedIn. It’s time to reimagine team training - and do better work - together.

Get insights into how high performing, customer centric organisations work with quality and knowledge processes. These processes ensure consistent high levels of customer satisfaction as well as provide insights into the drivers of business performance. Turning a touchpoint into listening posts is crucial for companies who want to achieve consistent high customer satisfaction. You will get practical, hands-on examples of how to approach implementation of effective quality and knowledge processes. ALSO SPEAKING ON: THURSDAY AT 12.30 SEMINAR THEATRE 10

RICHARD PENNINGTON

THE CHANGING FACE OF CUSTOMER CONTACT WEDNESDAY | 12.30 SEMINAR THEATRE 11

ADAM SAMUELS

LEVERAGE YOUR CUSTOMER DATA AND OFFER A SMARTER CUSTOMER EXPERIENCE! To make the difference today, brands are struggling to offer the best customer service. It’s all about providing them with customised, fast and smart interactions. We all want to be treated as a special one and data is key to build a great customer journey. How do you leverage data and make customers’ lives more simple? Find out in Adam’s incredible seminar.

THURSDAY | 14.00 | SEMINAR THEATRE 10 Richard will discuss current and future trends in digital transformation, how you can develop channel shift strategies, the automation of services and AI (artificial intelligence). He will use real life customer case studies to show you how your organisation can put customer experience at its heart to improve efficiency and reduce costs.

BRIAN MARTIN

2018 – THE YEAR OF REGULATION!

ROSS KNAP

HOW TO INCREASE INBOUND CALLS FROM WEBSITE What is the biggest untapped lead resource? In some companies, the number of incoming calls from potential customers translates proportionately into the number of acquired customers and revenues generated by the company. Ross wants to share a few more tips on how to get more potential customers by phone.

MELISSA FROST

WEDNESDAY | 14.45 SEMINAR THEATRE 9

WEDNESDAY | 15.30 SEMINAR THEATRE 11

YOU HAD ME AT HELLO: EMOTION IN AN AUTOMATED WORLD As automation becomes the norm, there is a risk of compromising consumer-brand relationships at a subliminal level. This seminar explores how emotion and other human traits can be introduced into automated IVRs to make them more credible and engaging. This thought-provoking interactive session will provide valuable insights to ensure that your brand doesn’t lose the ‘human touch’.

MARK OPPERMANN

Brian will discuss how natural language processing can help companies maintain regulatory compliance and improve their customers’ experience.

WEDNESDAY | 13.15 SEMINAR THEATRE 11

WEDNESDAY | 11.00 SEMINAR THEATRE 9

AI, CHATBOTS & CONVERSATIONAL MESSAGING IS THE FUTURE... ARE YOU READY? With all the talk and hype around AI and chatbots and so many new channels like Messenger and WhatsApp growing in popularity, the customer engagement challenge for contact centres has never been greater. Mark will look at what’s real and what’s just hot air. He’ll discuss practical ways conversational messaging will add value to your business and which channels you should be adding to your contact centre in the next 12 to 24 months.

STEVE PRODGER

DESIGNING AN AI SELF-SERVICE STRATEGY FOR A SEAMLESS CUSTOMER EXPERIENCE

MICAH PETERSON

SOLVING THE MYSTERY - HOW TO MAKE YOUR AGENT’S EXPERTS FASTER THURSDAY | 13.15 SEMINAR THEATRE 11

HELEN BEAUMONT MANAHAN

LATEST TRENDS IN QUALITY AND KNOWING WHAT GOOD LOOKS LIKE

THURSDAY | 14.45 SEMINAR THEATRE 8

THURSDAY | 12.30 SEMINAR THEATRE 9

This presentation will cover some common but overlooked areas where automation has a palpable impact on customer and agent experience. Steve will provide a realistic assessment of what can and can’t be automated and where to start for the biggest impact. From an intelligent front door to complex 3-factor authentication, an intelligent self-service solution can bring operational savings to your business without a complete overhaul of your call centre.

BPA Quality’s 28 years of work with 100s of global clients puts us at the cutting-edge of trends in contact centre quality. We have gained a deep understanding of what good looks like, regardless of industry or contact type. Join Helen Beaumont Manahan, as she shares the latest thinking around quality excellence and gives you practical tips on how to apply this insight in your own operations.

STEVE WALKER

USING ANALYTICS TO COMBAT FRAUD

Teaching a new agent everything they need to know for their first call is a daunting task. Typically, by the time they are fully proficient they are ready for a promotion or are moving on. This session will unravel the mystery of how you can reduce training time, help agents have better customer conversations and feel fully supported through their challenging first few months on the phone.

KRIS MCKENZIE

THURSDAY | 14.00 SEMINAR THEATRE 11

HEALTH OF THE CONTACT CENTRE; WELLBEING IN A CUSTOMER-CENTRIC ERA Whilst customer experience remains a priority for businesses and the way to differentiate a brand, is the health of the contact centre - often the first customer touchpoint - really valued? Kris will discuss why it’s important for businesses to support agents, providing them with the ability to be successful in their jobs, the challenges they face and how technology will dictate the future of the contact centre.

NATALIE KEIGHTLEY According to Financial Fraud Action UK, the financial services sector in the UK loses over £2m per day to fraud. This talk will show how the use of analytics can help identify and reduce fraudulent activity and assist with compliance in the contact centre. WEDNESDAY | 14.00 SEMINAR THEATRE 8

WEDNESDAY | 12.30 SEMINAR THEATRE 9

WHAT DOES A TRULY EXCEPTIONAL CUSTOMER EXPERIENCE MEAN? Customer experience is often cited as the key enabler of competitive differentiation. But what constitutes a truly exceptional customer experience; what differentiates one experience from another; why do so many organisations still battle to deliver an exceptional experience; and what do organisations need to do to get it right? These are just some of the questions addressed in this hot-off-the-press research undertaken by analyst firm IDC and commissioned by Avaya.

FELIX WINSTONE

THE END OF PHONE NUMBERS? UNDERSTANDING WEBSITE-BASED VOICE CALLING

JAMES WOOD

JAY BLAZENSKY

WOULD YOU BUY YOUR CAR FROM A GREENGROCER?

AI POWERED SPEECH ANALYTICS

THURSDAY | 13.15 SEMINAR THEATRE 10

WEDNESDAY | 14.45 SEMINAR THEATRE 10 WebRTC enables customer voice calls to be embedded into websites. With ‘webcalling’, interaction data goes beyond the ‘from’ caller ID offered by inbound phone calls, instead offering data and multimedia tools to enhance customer service. Contextual browser-based calls from smartphones, tablets and desktops will replace traditional PSTN calls from voice-only telephones. This seminar details how this new world will look and how organisations might evaluate their ‘webcalling’ strategy.

Heading up the sales function at Maximum, James has worked in telecoms for over 10 years. Having operated in client-facing roles his entire career, James has a strong understanding of what customers really want – and indeed what they don’t! Not dissimilar to Maximum, it has often been said that James has a lighthearted and quirky style, an approach that will help break the usual monotony. Did someone say MONOTONY?!? - Oh yeah... and Maximum can help rid that from your contact centre too! James welcomes you along for a chat.

TREVOR GERAGHTY

WEDNESDAY | 13.15 SEMINAR THEATRE 9

MULTI-CHANNEL CUSTOMER ENGAGEMENT – WE WANT IT ALL AND WE WANT IT NOW! Customer engagement is no longer just about how you want to contact customers; it’s all about how they want to contact you. This session will take you on a journey through the customer engagement terrain that Difference Corporation has pioneered with its clients – from traditional outbound sales, to automating regular customer touchpoints like metre reads through to click-to-pay debt collection - in a number of sectors including the financial services, energy and retail & leisure sectors.

LYNN HUNSAKER

HOW TO ENGAGE UPSTREAM FUNCTIONS TO INCREASE CUSTOMER-FACING VALUE Your contact centre is a treasure trove of insights that upstream functions – engineering, finance, IT, facilities, etc. – should be weaving into their decision-making and handoffs. The more they’re in-tune with customers’ realities, the more anticipatory they can be in preventing unnecessary strain for all parties. This can set off a high-value cycle that inspires innovations of all kinds and holistic management upstream, freeing customerfacing resources for more proactive advocacy and ROI.

THURSDAY | 14.00 | SEMINAR THEATRE 8

Artificial intelligence has changed the type of analytics businesses now have access to and make decisions based on. With predictive analytics models for complex events, and a flexible API to create categories and complex queries, automating call scoring is more accurate and easy than ever before. Discover what your contact centre can detect. WEDNESDAY | 14.00 SEMINAR THEATRE 10

SIMON BEECHING

SECURING CARD PAYMENTS IN CALL CENTRES, WHILST IMPROVING CUSTOMER EXPERIENCE WEDNESDAY | 11.45 SEMINAR THEATRE 9 Syntec’s international research reveals increasing consumer reluctance to read out payment card details over the phone to call centre agents, as people are aware of widespread data breaches and vulnerabilities. Extracts from this research coupled with industry advice, case studies and video demos will explain DTMF or ‘keypad payment by phone’ as the new emerging technology to overcome this problem and also PCI DSS and GDPR compliance, with benefits for customers and contact centre operations alike.

DR. LISA N. MICHAUD

WHY CONTACT CENTRES NEED NLP TECHNOLOGIES WEDNESDAY | 11.45 SEMINAR THEATRE 11 Advances in our ability to process language computationally have opened new avenues for providing self-service options for customers. With robust natural language processing, automated platforms can understand and answer common customer questions, handle straightforward transactions, and leave your human workforce free to handle the unique and more challenging customer interactions. This seminar addresses the science of human language understanding itself and what it brings to the contact centre.

DOUG WHITAKER

OMNICHANNEL COLLABORATION IN THE CLOUD WEDNESDAY | 14.00 SEMINAR THEATRE 11 Today’s consumers expect customer service through more than just the traditional phone call. This includes service through web portals, email, text messaging and even video. Learn how cloud communications allow instant delivery of any customer contact – no matter their preferred media. Doug will examine new ways that you can collaborate with customers to share information while effectively addressing the contact the first time.

THURSDAY | 13.15 SEMINAR THEATRE 8

DEE NILLES

WHY GAMIFICATION BELONGS IN YOUR CONTACT CENTRE! Gamification engages people on an emotional level and motivates them. The more emotionally engaged people are, the better they perform. Unfortunately, many business process outsourcer workers are not engaged nor do they complete their learning tasks. We will discuss how that can be reversed, though Dee’s real-life experience with call centre gamification, which complements existing motivational and incentive systems, creating an emotional engagement and improving business results.

CHRIS DEALY

WEDNESDAY | 13.15 SEMINAR THEATRE 10

SUCCESSFULLY IMPLEMENTING WFM IN A BUSY CONTACT CENTRE: 12 TOP TIPS Sounds familiar? You’re using Excel for forecasting and scheduling. So far it worked OK, but increasingly spreadsheets just don’t cut it. You know that WFM would make all the difference but you’re already working flat out and setting up a new system is the last thing you need. It doesn’t have to be like that! Attend this seminar for some actionable takeaways for getting results from WFM in record time.

DEBBIE BARROW

WORDS TO INFLUENCE DIFFICULT CUSTOMERS

TOM DAVIES

TELEPHONE PAYMENTS - ARE YOU STAYING ON THE RIGHT SIDE OF THE LAW?

THURSDAY | 15.30 SEMINAR THEATRE 8 The impact that ‘difficult’ customers can have on business and staff is huge. However, only one in four staff feels qualified to handle demanding or complaining customers. In this seminar, you’ll learn words to help manage customers who demand, interrupt, shout, accuse, who are sarcastic or try to take over. These influential words help you to BE in control, yet enable the customer to FEEL in control.

Every contact centre that accepts credit and debit card payments over the telephone should be PCI DSS compliant. But what does that really mean? And how can customers be sure that their card data is completely safe? Tom Davies gives some guidance on the best ways to secure your telephone payment processes and reduce the risk of card fraud for your customers, and your business.

THURSDAY | 11.45 SEMINAR THEATRE 10

BRENDAN DYKES

INNOVATIVE & DISRUPTIVE STRATEGIES IN CX WEDNESDAY | 11.00 SEMINAR THEATRE 8 Digital disruption has created a tough dichotomy for businesses to struggle with – to remain relevant in the digital age, the brand must embrace the digital ecosystem; however, the cost of embracing it can often seem to outweigh the benefits. Brendan will examine real-world examples of the benefits and critical success factors, providing actionable steps that build the foundation for success as a digital business.

ALSO SPEAKING ON: THURSDAY AT 12.30 SEMINAR THEATRE 8

ADRIEN LESAGE

AUGMENTED VISUAL-IVR, THE UNIQUE WAY TO DIGITIZE CALLS Discover how Dial Once reinvents customer care with its omnichannel Visual-IVR. Accessible from every point of contact (Call, Web, Messenger..), our Plug & Play solution improves customer experience, reduces handling costs, boosts digital transformation and collects analytics about customer paths. Users who try it, adopt it overwhelmingly and enjoy an unparalleled experience. Come to test yourself!

WEDNESDAY | 16.15 SEMINAR THEATRE 8

DANNY SINGER

RESPONSIBLE OUTBOUND: PREDICTIVE DIALLING WITH 0% DROPPED CALLS Danny is the founder and CEO of Noetica, a long-established company that specialises in global technological innovation aimed at all aspects of progressive contact centre operations. As Ofcom ‘clarifies’ its position regarding dialler-dropped calls by removing the 3% ‘safe harbour’, organisations using predictive diallers for a range of perfectly legitimate purposes live in constant fear of breaking the law. This has stimulated the contact centre technology sector to come up with new ways of delivering the benefits of full predictive dialling without abandoning any calls. One such technology will be described in some detail during Danny’s seminar.

WEDNESDAY | 14.45 | SEMINAR THEATRE 8

JO CAUSON

WEDNESDAY | 16.15 SEMINAR THEATRE 11

THE STATE OF CUSTOMER SATISFACTION IN THE UK How satisfied are UK customers and what is driving their satisfaction? What are customers’ key priorities and how are organisations responding? Find out the answers to these questions in Jo’s insightful seminar.

CARLOS VASCONCELOS

THURSDAY | 11.00 SEMINAR THEATRE 11

WHATSAPP WITH ASSISTED CHATBOTS: THE DRIVING FORCES OF NEXT GENERATION CONTACT CENTRES You’ve decided to launch your next gen contact centre in the cloud – with voice, video, Facebook, WhatsApp, emails and chatbots. But how do you train a chatbot? How do you seamlessly combine humans and machines in customer journeys? Why should you consider WhatsApp? In this seminar, Carlos will debate what are the main vectors for digital transformation in cloud based contact centres. Ultimately, he will reflect upon which true “next gen” technology is available to deploy TOD.

ROSIE WASHBOURNE

THURSDAY | 14.00 SEMINAR THEATRE 9

THE PROS AND CONS OF OMNI-CHANNEL, A MOMENT OF TRUTH In recent years, the number of channels and technologies available to contact centres has been continuously increasing. Customers are often being given a myriad of options when it comes to how they want to get support. But does that mean that contact centres are performing better and customer service levels are steadily on the rise? If not, what does that mean and what are the driving factors behind the stagnated CC performance levels? Rosie will answer these key questions in her unmissable seminar.

THOMAS JOHN

THE CONTACT CENTRE OF TODAY - CUSTOMER ENGAGEMENT IN A MOBILE WORLD

JOSHUA MARCH

WEDNESDAY | 15.30 SEMINAR THEATRE 10

THE FUTURE OF CUSTOMER SERVICE IN THE ERA OF MOBILE MESSAGING AND AI The old service model of delight-at-all-costs is out and a new model of low-effort, low-friction service powered by mobile phones and social media is here to stay. Social messaging and artificial intelligence (AI) are ready and waiting for customer service leaders to use in the race to serve customers faster, better, and more efficiently than ever before. Joshua will explore how social messaging and AI are revolutionising the way we provide customer service.

WEDNESDAY | 15.30 SEMINAR THEATRE 9 Thomas John, a vice president in EMEA for Five9 will during this session, give you insights on how customer interactions changed. In a world where the customer is “always on”, it is more important than ever before to meet the customer on their preferred channel, to know them and to remember them and provide a seamless journey across channels to drive retention and loyalty.

PHILIPP BECK

USING SKYPE FUNCTIONALITY WITH AI IN CUSTOMER SERVICE, POSSIBLE?

KOBUS VAN DER WESTHUIZEN CEO – GENII ANALYTICS

WEDNESDAY | 12.30 SEMINAR THEATRE 8

AI APPLIED: FROM PAIN TO GAIN – A CASE STUDY Kobus will present the good, the bad and the ugly of developing the first customer service demand prediction models. Come listen to a real case study, NO THEORY, where AI was applied to predict customer service demands across the customer journey, and actioned to improve CX and reduce customer effort. He’ll present a case study where predictive analytics, leveraging AI machine learning, was applied successfully at a large telco and go over the business case, process applied, outcomes, failures, lessons learned and success story, with associated ROI.

ALAN WATSON

CUSTOMERS LOVE TO TALK - MAKE SURE YOU ARE KEEPING THEM SAFE THURSDAY | 14.45 SEMINAR THEATRE 11

ASHLEY BURTON

MULTI-CHANNEL OR MULTI-FLANNEL? STOP FRUSTRATING AND START DELIGHTING YOUR CUSTOMERS THURSDAY | 16.15 SEMINAR THEATRE 8

THURSDAY | 12.30 SEMINAR THEATRE 11

Initiating a chat directly from a website to one of the agents is only the beginning of an interaction with your customers. What if he could add voice, video or even show you his own screen without switching the device? Meet Philipp and listen to him answer this important question in his seminar! If you are taking payments over the phone how secure are they? Are you compliant with the PCI DSS & GDPR or does the cost of securing all those IT systems put you off? Attend this Semafone session and find out how you can achieve long term PCI DSS compliance both quickly and cost effectively and improve call centre KPIs including first call resolution, average handling time and customer experience at the same time.

Struggling to create seamless multi or omnichannel customer experiences? We’ve found that there’s more multi-flannel out there rather than multi-channel preventing you from introducing new technologies into your roadmap. Join us to discover how to break through the ‘flannel’ and stop frustrating your customers. Delight them instead with IVR, natural language self-service, live help, automation and secure payments, Chatbots and AI, delivered seemlessly through a customer experience portal.

MASTERCLASSES

INDUSTRY’S LEADING EXPERTS

8X8 SPEAKERS WITH SPECIAL GUESTS

REALISING THE CUSTOMER ENGAGEMENT HUB

CLOUD CONTACT CENTRE MASTERCLASS

UNIVERSAL COMMUNICATIONS TO EMPOWER BUSINESS

TOMORROW’S CUSTOMER EXPERIENCE WITH TODAY’S TECHNOLOGY

THE AGILE CONTACT CENTRE OF TOMORROW

8x8 provides Truly Unified Communications that radically empower over a million business users worldwide to drive exceptional customer experiences and business outcomes. Come along to one of our masterclass sessions where we will share our industry knowledge, customer experiences and cloud expertise. Dramatically improve your employee experience globally. Provide a common, single platform to all employees to enable true remote working capabilities. Reduce the number of platforms IT manages, save time and reduce the total cost of ownership across the communications estate. 8x8’s Virtual Contact Centre solution allows our customers to interact with customers in a wide range of methods, from voice to chat or email. Providing the full communication suite on one truly unified platform, 8x8 enables customers to reduce the time to resolution of their customers problems, by connecting customers directly to experts on the first transaction.

Content Guru delivers multi-awardwinning cloud contact centre and customer engagement solutions to hundreds of the world’s largest enterprises. As the customer experience landscape continues to transform, consumers and colleagues demand to interact with organisations wherever they are, whatever the time, and on whichever devices and channels they choose. This series of masterclasses explores how organisations can couple today’s best-inclass contact management and information systems with integration to emerging and disparate technologies, such as AI and WebRTC. Industry specialists and live users of omnichannel integrated customer engagement estates present on various topics, demonstrating how to improve customer engagement and deliver better outcomes.

MASTERCLASS TIMETABLE WEDNESDAY 11.00 / 12.00 / 13.00 / 14.00 / 15.00 / 16.00

MASTERCLASS TIMETABLE WEDNESDAY 11.00 / 12.00 / 14.00 / 15.00 / 16.00

THURSDAY 11.00 / 12.00 / 13.00 / 14.00 / 15.00

AT A GLANCE • Experience the benefits of a truly unified single platform

• Learn how easy it is to use 8x8’s Virtual Contact Centre

• Improve employee experience and reduce IT costs

• Boost customer experience by offering a wide range of interaction methods

• Empower your IT resource by reducing time spent managing a number of platforms

PRESENTED BY

DELIVERED BY THE

THURSDAY 11.00 / 12.00 / 13.00 / 14.00 / 15.00

AT A GLANCE • Experience how organisations can

use today’s technology to implement Customer Engagement Hub solutions • Learn how organisations use cloud technology to converge disparate ICT estates and manage mission-critical communications • Understand why in today’s contact centre First Contact Resolution has replaced Average Handling Time • Consider how using integration can extend the lifespan of your existing investments while opening up avenues to futuristic capabilities • Learn how to use secure automation to process payments and deliver high levels of customer service

PRESENTED BY

RingCentral, Inc. is an award-winning global provider of cloud unified communications and collaboration solutions. More flexible and cost-effective than legacy on-premise systems, RingCentral solutions empower today’s mobile and distributed workforces to be connected anywhere and on any device. The contact centre is transitioning towards an agile platform better able to serve omnichannel communities across sales, support and customer collaboration. Powered by the cloud, combined with innovative analytics technologies and even AI, the cloud contact centre is delivering new insights into customer and agent behaviour to improve services while driving down costs. The masterclass sessions provide a forum for learning from RingCentral’s technical and business experts alongside real world customer experiences. A candid and educational destination that examines technology, people and processes to help guide you towards a successful cloud transition with sessions for beginners, intermediary and advanced participants.

MASTERCLASS TIMETABLE WEDNESDAY & THURSDAY 11.00 / 12.00 / 13.00 / 14.00 / 15.00

AT A GLANCE • Learn how a new generation of analytics technologies can help both customers and staff • Artificial intelligence – sorting the fact from the fiction for practical benefits • Take a look inside the The HomeAgent Revolution taking place at The AA • Find new ways to create happier agents with lower attrition that deliver exceptional service • Transition roadmap – how to go from legacy on-premise to the cloud contact centre

PRESENTED BY

HOW TO BOOK YOUR MASTERCLASS:

• • • •

Visit www.callandcontactcentreexpo.co.uk/masterclass Select “masterclass” and pick the session you would like to attend Pick the time and day you’d like, fill out a few details and click “book my seat” You’ll receive email confirmation of your booking followed by a reminder to confirm your attendance and to secure your seat nearer the time

ARTIFICIAL INTELLIGENCE MASTERCLASS

DIFFERENCE CORPORATION MASTERCLASS

CUSTOMER EXPERIENCE SOLUTIONS MASTERCLASS

ARTIFICIAL INTELLIGENCE: THE FUTURE OF L&D

HOT TOPICS IN THE CLOUD CONTACT CENTRE ENVIRONMENT

TRANSFORM THE CUSTOMER EXPERIENCE

Elephants don’t forget boast clients in 30 countries and operate in 14 languages. They are outright market leaders in their field and one of the fastest-growing firms in the L&D sector right now. Their artificially intelligent software reinforces training and embeds knowledge which thereby increases employee capability and competency. The value of L&D has been marginalised in the boardroom for many years and it has become imperative for it to find a way to showcase its value and relevancy to C-Level leadership. With good intentions involving training falling by the wayside, coupled with the every-day challenge of consistent and effective global on-boarding; speaking the language of leadership has never been more relevant. Armed with over two decades of senior executive experience, Adrian and Dan know how to speak the language of these leaders and how to deliver the information and knowledge demanded by them in terms they recognise and value, such as sustainable business growth and risk reduction.

MASTERCLASS TIMETABLE WEDNESDAY 11.00 / 12.00 / 13.00 / 14.00 / 15.00 / 16.00

THURSDAY 11.00 / 12.00 / 13.00 / 14.00 / 15.00

AT A GLANCE • Highlighting the quantiable business

benets of L&D • AI – golden rules for success • The impact of AI and its ability to transform C-Level thinking • Three key elements of a successful global on-boarding strategy • The value of training and what we are missing • What makes an effective knowledge retention strategy

PRESENTED BY

An open forum discussion about burning issues in the cloud contact centre environment; Difference Corporation will invite key collaborators to join them in the discussion and will invite active participation from the audience. Difference Corporation is an independent, multi-channel business communications service provider. Difference delivers added-value solutions and services to help organisations achieve effective automation, productivity and engagement. Difference will be joined by key collaborators in this session to discuss the burning issues in cloud contact centres currently, from how to achieve a single view of customers and to ensure robust analytics and compliance whilst meeting the communication preferences of the organisation’s customers, through to maximising agent efficiency and engagement.

MASTERCLASS TIMETABLE WEDNESDAY 11.00 / 12.00 / 14.00 / 15.00 / 16.00

THURSDAY

Avaya is a recognised innovator and leading global provider for customer engagement solutions. The company provides technologies for unified communications and collaborations and contact centres, along with related services to large enterprises, midmarket companies, small businesses and government organisations around the world. Avaya offer highly reliable, intelligent and scalable solutions that help businesses deliver an exceptional customer experience, build customer loyalty, and compete more effectively. Avaya helps organisations transform customer service from “one-off” transactions to rich, sustainable customer relationships. Avaya’s solutions help organisations understand each customer’s unique needs and preferences, and to dynamically manage their experience by bringing the right resources to each interaction for a higher rate first contact resolution. Join us and our business partners at our Masterclass Theatre and on our stands in the ‘Avaya Village’ to hear how our customers are utilising our latest CX solutions and see live demos and use-cases.

AT A GLANCE • Delivering Brilliant Customer

Experiences in a disrupted world

11.00 / 12.00 / 14.00 / 15.00

AT A GLANCE

• CEM strategy masterclass; how to

ensure you meet everyone’s needs

• Case study led considerations for a successful Cloud Strategy

• How to delight your customers; the

importance of choice & expectation

• The key challenges for the cloud contact

• Opti-Channel Contact Centre

• Automation, but not at the expense of

• Mastering Business Transformation: a

• Analytics and the importance of staying

• Making the impossible possible with

• The importance of offering consistent

• Mastering the Cloud – using the

centre in 2018

productivity and engagement compliant

service responsiveness – discuss…

• Keeping staff motivated and engaged in a multi-channel environment

PRESENTED BY

Masterclass with Humanotics blueprint for a success

Avaya’s IP Office Contact Centre

cloud, automation & managed services to make you compliant & free to focus on great customer experiences

PRESENTED BY OUR PARTNERS

VIP

Providing unparalleled networking opportunities for call and contact centre professionals, the Aspect VIP Lounge provides visitors with the perfect platform to obtain invaluable new business contacts, connect with the industry’s leading figureheads, and explore the new ideas shaping this up-and-coming industry.

LOUNGE

The Lounge offers a plethora of the world’s leading customer experience professionals a chance to network in a relaxed and hospitable environment complete with complimentary refreshments, providing the ultimate VIP experience. Leveraging all the benefits of the cloud and over 40 years of industry ingenuity, Aspect help enterprises keep service levels

high and operational costs low - making this networking area a fascinating place to discuss the services and solutions that are transforming the sector. So if you’ve been invited as one of our VIP visitors, this is your chance to come along, grab a seat and get ready to discover the most cutting-edge innovations from across the globe.

ABOUT THE SPONSOR

Aspect helps enterprises break down the walls between people, processes, systems and data sources, empowering organisations to unite around the customer journey. Our customer engagement centre offers capabilities that drive dynamic conversational interactions for an omnichannel customer experience. Leveraging all the benefits of the cloud and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com/uk

Partners

OUR PARTNERS

SUPPORT FROM A DISTINGUISHED LINEUP OF INDUSTRY LEADERS

SEMINAR SCHEDULE The Call & Contact Centre Expo brings together the most respected and acclaimed individuals from every corner of the call and contact centre world. This unrivalled selection of experts representing every facet of this specialist industry will be here to share their well-honed knowledge and expertise. The world of the call and contact centre is constantly changing. The managers behind their teams are always searching for new methods to improve individual performance and increase customer engagement. The strategies that these new methodologies are based on can be quite complex and hard to put into practice. Luckily for you, everything you need to know to get the best out of your business will be in our seminar schedule. Comprised of some of the UKâ&#x20AC;&#x2122;s leading experts, our seminar

schedule will only be showcasing the sought-after information and insights you, our visitors, desire to know more about. Our selection of seminars do not require booking, but please do keep in mind that because of their value places fill up fast. So make sure you get there early to secure yourself a coveted spot. Weâ&#x20AC;&#x2122;re constantly adding to our seminar lineup right up until the day of the show, please make sure you check our online schedule for the very latest information.

Sourcing the best advice can be difficult, but our schedule will give you direct access to an endless array of the most respected names across the industry as they deliver cutting-edge seminars to aid your business ambitions.

RUNNING ALONGSIDE

KEYNOTE 4 WEDNESDAY

KEYNOTE 4 | WEDNESDAY

Sponsored by

Sarah Masotti, Google Using the Right Technology & Culture to Unlock Innovation

10.15 - 10.45

Dr Nicola Millard, BT Global Services Botman vs. SuperAgent: How Intelligent Technologies Will Transform the Contact Centre

11.00 - 11.30

11.45 - 12.15

Ian Massingham, Amazon Web Services (AWS) Serve Your Customers with AI from the Cloud, Right Now!

12.30 - 13.00

Dave Thomson, Salesforce The Call Centre is Dead – Long Live the AI-Powered Contact Centre!

13.15 - 13.45

Bob Stella, The Forum Turning “Change” Into Your Engagement Strategy

14.00 - 14.30

John Abel, Oracle Knowing Your Customer and Making Data Talk Stuart Eames, Waitrose Harnessing the Voice of the Employee to Drive Business Innovation in Waitrose Nerys Corfield, Injection Consulting &amp; Chair of DMA Contact Centre Council Will GDPR Impact Customer Experience?

KEYNOTE 4 THURSDAY

Sponsored by

Lyes Ouarti, Microsoft How Bots and Artificial Intelligence Can Help You Boost Your Performance

Lisa Kelly & Roger Nunn, Teleperformance What Does the Future of Contact Centres Hold?

Georgina Owens, Perform Group Supporting Customers with Robots-What Does It Mean?

11.00 - 11.30

11.45 - 12.15

12.30 - 13.00

13.15 - 13.45

James Dodkins, BP Group Deliberate Culture

Dr Nicola Millard, BT Global Services Botman vs. SuperAgent: How Intelligent Technologies Will Transform the Contact Centre

Margriet Groenendijk, IBM The Convergence of Data Science and Software Development

John Finch, RingCentral Contact Centre 2025: Machines, Millennials and Mobility!

Jeremy King, PCI Security Standards Council Protecting Telephone Based Card Payments

15.30 - 16.00

16.15 - 16.45

Rick Kirkham, Customer Touch Point How To Influence Behaviour Within Customer Journeys

KEYNOTE 4 | THURSDAY

14.45 - 15.15

14.00 - 14.30

14.45 - 15.15

15.30 - 16.00

16.15 - 16.45

* Content and speakers are subject to change. The digital show guide and seminar timetable will be updated online prior to the show, so please check www.callandcontactcentreexpo.co.uk for the latest information.

11.00 - 11.30

Brendan Dykes, Genesys Innovative & Disruptive Strategies in CX

Jonathan Sharp, Britannic Technologies Connecting Digital Platforms & Multichannel Into the Contact Centre With WebRTC

12.30 - 13.00

Kobus van der Westhuizen, Genii AI & Analytics AI Applied: From Pain to Gain – A Case Study

13.15 - 13.45

Jonathan Anguelov, Aircall Your Other Sales Team: Selling From the Support Desk

14.00 - 14.30

Steve Walker, M12 Solutions Ltd Using Analytics to Combat Fraud

14.45 - 15.15

Danny Singer, Noetica Responsible Outbound: Predictive Dialling With 0% Dropped Calls

Manveer Mangat, Sesui Omnichannel – Does it Need Omniagents, Unicorns and Other Fantastical Beasts?

15.30 - 16.00

16.15 - 16.45

Adrien Lesage, Dial Once Augmented Visual-IVR - The Unique Way to Digitize Calls

THEATRE 8 | THURSDAY

11.45 - 12.15

THEATRE 8 WEDNESDAY

Sponsored by

Speaker from 3XP Solutions Keep an eye on the digital show guide and website for more updates on this seminar.

Dr Ladan Baghai-Ravary, Aculab PLC Ultimate Voice-Based Security: Speaker Verification and Multi-Factor Authentication

Philip Cochrane, Dunelm The Dunelm Journey to CX Excellence

Dee Nilles, GamEffective Why Gamification Belongs in Your Contact Centre!

Lynn Hunsaker, ClearAction Continuum How to Engage Upstream Functions to Increase Customer-Facing Value

Steve Prodger, SmartAction Designing a Self-Service Strategy for a Seamless Customer Experience

Debbie Barrow, Virada Training Words to Influence Difficult Customers

Ashley Burton, Eckoh Multi-Channel or Multi-Flannel? Stop Frustrating and Start Delighting Your Customers

11.00 - 11.30

11.45 - 12.15

12.30 - 13.00

13.15 - 13.45

14.00 - 14.30

14.45 - 15.15

THEATRE 8 THURSDAY

THEATRE 8 | WEDNESDAY

15.30 - 16.00

16.15 - 16.45

THEATRE 9 WEDNESDAY

THEATRE 9 | WEDNESDAY

Sponsored by

11.00 - 11.30

Mark Oppermann, Webio AI, Chatbots & Conversational Messaging is the Future... Are You Ready?

11.45 - 12.15

Simon Beeching, Syntec CardEasy Securing Card Payments in Call Centres, Whilst Improving Customer Experience

12.30 - 13.00

Natalie Keightley, Avaya What Does a Truly Exceptional Customer Experience Mean?

13.15 - 13.45

Trevor Geraghty, Difference Corporation Multi-Channel Customer Engagement – We Want It All and We Want It Now!

14.00 - 14.30

Matthew Bryars, Aeriandi Contact Centre Security and Compliance Entirely From the Cloud

14.45 - 15.15

Brian Martin, Spitch 2018 – The Year Of Regulation!

15.30 - 16.00

Thomas John, Five9 Inc, The Contact Centre of Today - Customer Engagement in a Mobile World

16.15 - 16.45

THEATRE 9 THURSDAY

Mark Ashton, ServiceNow UK Limited Beyond CRM: Rethinking Customer Service

THEATRE 9 | THURSDAY

Sponsored by

Mark Ashton, ServiceNow UK Limited Beyond CRM: Rethinking Customer Service

11.45 - 12.15

Max Yoder, Lessonly Do Better Work

Helen Beaumont Manahan, BPA Quality Latest Trends in Quality and Knowing What Good Looks Like

Mashud Ahmed, Puzzel Bridging the Customer Experience from Chatbot to Human

Rosie Washbourne, RMG The Pros and Cons of Omni-Channel, a Moment of Truth

Speaker from Sales Levers Keep an eye on the digital show guide and website for more updates on this seminar.

Speaker from Conduit GLobal Keep an eye on the digital show guide and website for more updates on this seminar.

Mark Walton, Arise Virtual Solutions Carnival Arise: Value Add of Home Working - A Virtual Workforce

11.00 - 11.30

12.30 - 13.00

13.15 - 13.45

14.00 - 14.30

14.45 - 15.15

15.30 - 16.00

16.15 - 16.45

11.00 - 11.30

Rolf Adamson, TDC/YouSee How High Performance Organisations Increase CSAT While Decrease Costs

11.45 - 12.15

Chris Dealy, injixo Successfully Implementing Wfm in a Busy Contact Centre: 12 Top Tips

12.30 - 13.00

Jiggs O’Sullivan and Beverley McIntyre, GFM ClearComms Outsourcing vs Insourcing – The Pros and Cons You Need to Know

13.15 - 13.45

Charles Alwyin, 8x8 Cloud Contact Centre - What’s Next?

14.00 - 14.30

Jay Blazensky, VoiceBase CX is the New Battlefield and AI is Your Secret Weapon

14.45 - 15.15

Felix Winstone, Talkative The End of Phone Numbers? Understanding Website-Based Voice Calling

15.30 - 16.00

Joshua March, Conversocial The Future of Customer Service in the Era of Mobile Messaging and AI

16.15 - 16.45

Concetta Balestra Fagan, Ph.D, Interactions Designing Customer Interaction Experiences from the Consumer Point of View

THEATRE 10 | THURSDAY David Rowlands & Lisa Clark, 8x8 How to Prepare for Seamless Unified Multilayer Customer Engagement

Tom Davies, Ultracomms Telephone Payments - Are You Staying on the Right Side of the Law?

Rolf Adamson, TDC/YouSee How High Performance Organisations Increase CSAT While Decrease Costs

James Wood, Maximum Network Solutions Would You Buy Your Car from a Greengrocer?

Adam Samuels, Diabolocom Leverage Your Customer Data and Offer a Smarter Customer Experience!

Ross Knap, CallPage How to Increase Inbound Calls From Website

Daniel Graham, OnBrand Why Do You Make it So Difficult to Speak to You?

Louisa Smythe, Tenfold Building & Optimizing Your Customer Engagement Hub for GDPR

THEATRE 10 WEDNESDAY

Sponsored by

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11.45 - 12.15

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THEATRE 10 THURSDAY

THEATRE 10 | WEDNESDAY

15.30 - 16.00

16.15 - 16.45

THEATRE 11 WEDNESDAY

THEATRE 11 | WEDNESDAY Ian Moyse, Natterbox Limited How to Exceed Customer Experience Demands in 2018

Dr. Lisa N. Michaud, Aspect Software Why Contact Centres Need NLP Technologies

Richard Pennington, 4net Technologies Ltd The Changing Face of Customer Contact

Sam Boyle, Inbenta Why Your Business Needs an Enterprise-Class Chatbot

Doug Whitaker, RingCentral Omnichannel Collaboration in the Cloud

Tony Smith, PCI Pal (U.K) Limited Compliance and the Contact Centre

Melissa Frost, Premier CX You Had Me at Hello: Emotion in an Automated World

THEATRE 11 THURSDAY

Jo Causon, Institute of Customer Service The State of Customer Satisfaction in the UK

THEATRE 11 | THURSDAY Carlos Vasconcelos, Collab WhatsApp with Assisted Chatbots: The Driving Forces of Next Generation Contact Centres

Mike Babalola, 4net Technologies Ltd Transformation Through Innovation – Innovative Solutions for Today’s Challenges

Philipp Beck, Luware AG Using Skype Functionality with AI in Customer Service, Possible?

Micah Peterson, ProcedureFlow Solving the Mystery - How to Make Your Agent’s Experts Faster

Kris McKenzie, Calabrio Health of the Contact Centre; Well-being in a Customer-centric Era

Alan Watson, Semafone Customers Love to Talk - Make Sure You are Keeping Them Safe

Speaker from telappliant Keep an eye on the digital show guide and website for more updates on this seminar.

Sponsored by

11.00 - 11.30

11.45 - 12.15

12.30 - 13.00

13.15 - 13.45

14.00 - 14.30

14.45 - 15.15

15.30 - 16.00

16.15 - 16.45

Sponsored by

11.00 - 11.30

11.45 - 12.15

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14.45 - 15.15

15.30 - 16.00

Show Highlights

YO YO ALSOUR TI U A G CK CC IVE ET ESS S TO

GDPR As a major focus for all UK businesses in 2018, GDPR is covered from every angle by a whole host of experts on the subject.

CRM

WORLD-CLASS KEYNOTES

David Beard

Seema Menon

Rita Mokbel

Musidora Jordensen

Sharen Murnahgan

CRM Principal at Sage

Director of Sales for Sony Pictures Networks

Global Sales Manager for Ericsson

Sales Director, Human Capital Management at Oracle

#1 Global Sales at Hubspot

Your CRM system can do so much more for your business. Discover how to get the most out of CRM… the possibilities are endless.

ARTIFICIAL

INTELLIGENCE AI is set to take the sales world by storm in 2018. Discover how you can use immersive technologies to take your business’ sales performance to the next level.

SALES RECRUITMENT

Liste the mo n to st names respected in world a the sales s th on their ey pass p knowle eerless dge an advice. d

Pick up key tips on how to make your business look irresistible to your industry’s top salespeople.

MASTERCLASSES Our interactive, expert-led masterclasses cover all the areas that are crucial for any sales team.

MASTERING SALES GROWTH MASTERCLASS OUTBOUND MADE SMART MASTERCLASS

CPD ACCREDITED

Cognism

ion Platform

Outbound Accelerat

Whilst at the show, there will be plenty of opportunities for you to gain valuable CPD accredited points from CPD UK.

EXHIBITOR LISTINGS 1 Stop Data Stand Number 2434 3XP Stand Number 2274 Changing the way you Collaborate. New kids on the block. 3XP Achieves UCCE ATP Certification. 3XP belongs to an exclusive group of Cisco solution integrators who are certified to Design, Implement & Support customers across the entire Cisco Collaboration suite. 020 7193 0028 www.3xpgroup.com

4net-technologies Stand Number 2273 4net Technologies deliver innovative and transformative contact centre technologies, unified communications, managed and cloud services.that enhance the customer experience to organisations across the globe. www.4net-technologies.com

8x8 Stand Number 2140 8x8 provides Truly Unified Communications that radically empower over a million business users worldwide to drive exceptional customer experiences and business outcomes. 8x8 uniquely offers companies a single, seamless, easy-tomanage cloud communications, collaboration, and contact centre solution. 0333 043 8888 www.8x8.com/uk

Aculab Stand Number 2480 Aculab`s VoiSentry speaker verification system enables the simplicity and convenience of verifying by voice as an alternative to agent-led ID&V. VoiSentry facilitates an unobtrusive and intuitive customer experience, enhanced fraud security, plus time and cost savings for the contact centre. 01908 273 811 www.aculab.com

Aeriandi Stand Number 2162 Aeriandi`s software as a service voice security solutions cover call recording, archiving and PCI phone payments to fraud detection and speech analytics. Our expertise is compliance, whether PCI DSS, MiFID II, Dodd Frank, FCA or other, we offer complete protection on all your calls. 0845 108 0308 www.aeriandi.com

ANT Marketing Ltd Stand Number 2164 Ant Marketing is one of the UK’s leading telemarketing companies with over 28 years experience of delivering effective inbound, outbound and multi-channel marketing strategies as well as market research services to the very highest standards. 0114 3072231 www.antmarketing.com

Arise Virtual Solutions Inc. Stand Number 2280 Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our cloud-based platform provides a virtual network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center services. 855-274-7301 www.arise.com

Aspect Software Stand Number 2400 Aspect helps enterprises break down the walls between people, processes, systems and data sources, empowering organisations to unite around the customer journey. Our customer engagement centre offers capabilities that drive dynamic conversational interactions for an omni-channel customer experience. 0208 018 8100 www.aspect.com/uk

Avaya Stand Number 2372 Avaya is a leading global provider for customer engagement solutions. The company provides technologies for unified communications, collaboration and contact centers, along with related services to large enterprises, midmarket companies, small businesses and government organisations. 01483 308000 www.avaya.com

Avizent Ltd Stand Number 2322 Avizent is a specialist vendor for call centre automation powered by Artificial Intelligence. Avizent will be showcasing SmartAction’s cloud-based platform that provides AI driven customer self-service with intelligent virtual agents handling complex customer requests in voice and digital channels. 07858 929008 www.avizent.eu

BPA Quality Stand Number 2336 BPA Quality has been the global leader in providing Managed Quality Assurance Services for contact centres worldwide for more than 25 years. We work with some of the world’s biggest organisations with one aim: to improve customer experience and through this deliver improved key business results. 0800 195 0506 www.bpaquality.co.uk

Britannic Technologies Stand Number 2264 Boost first call resolution and CX while driving efficiencies through your contact centre with our omni-channel communication expertise and innovations. We deliver flexible, cloud-based contact centre solutions that transform your customer interactions. Book your Discovery Session at Stand #2264! 01483 242526 www.btlnet.co.uk

Business Systems (UK) Ltd Stand Number 2500 Business System’s Workforce Optimisation portfolio brings workforce management, speech analytics, call recording, quality monitoring, and many more call centre technologies, into one proposition, providing actionable insight and a wealth of tools to help improve your operations and customer service. 0800 458 2988 www.businesssystemsuk.co.uk

Calabrio Stand Number 2330 Calabrio is revolutionizing the way enterprises engage their customers with Calarbio ONE, a unified workforce optimization (WFO) suite, including call recording, quality management, workforce management, voiceof-the-customer analytics and advanced reporting. www.calabrio.com

CallPage Stand Number 2160 CallPage is a San Francisco and Krakow based startup. We believe that unifying human conversation and technology has changed the world of sales, and we’re passionate about empowering clients with speed and innovation. CallPage engages your website visitors and facilitates an immediate conversation! +48 796 155 216 www.callpage.io

Capita Stand Number 2382 Capita is a leading provider of Customer Engagement solutions. We deliver interactive, dynamic omnichannel communications that enable workforce optimisation and higher customer retention whilst driving cost efficiencies. Visit us on Stand 2382 and qualify for your free, on-site Contact Centre Audit. 0117 311 5757 www.capita-its.com

Capstone Intelligent Solutions Stand Number 2277 As well as designing, deploying and support complex contact centre solutions for our clients... we also make the best coffee in town! Come see us at Stand 2277 where you will hopefully enjoy a FREE coffee and a no frills chat about contact centre technology! 020 7993 9395 www.capstoneconnects.com

Challenger Mobile Communications Stand Number 2550 Challenger Mobile Communications, is one of the five largest independent b2b telecom specialists in the UK, who offers a diverse range of telecoms solutions. We tailor packages to match your individual needs and deliver our service with a human touch - we advise, guide & support you all the way. 0800 269 546 www.challenger-mobile.co.uk

Cirrus Response Stand Number 2540 Over 1000 businesses rely on Cirrus to manage their businesscritical customer relations across any channel. Visit us to learn how our fully integrated, omni-channel contact centre solution and artificial intelligence platform can change how you view customer engagement for good. 0333 103 3333 www.cirrusresponse.com

Connect delivers 24x7 high-availability, pain free transformation of businesscritical Contact Centre and UC environments for global businesses. Our monitoring & automation tools, coupled with our approach to service management delivers performance typically over 25% above industry standard. www.connectmanaged.com

Diabolocom offers an omnichannel Cloud contact center solution. Thanks to its fast deployment, its user-friendly interface fully integrated with the major CRM systems and a superior support, Diabolocom enables organizations to provide outstanding customer experiences across all channels. 0203 69 55 500 www.diabolocom.com

Eckoh is a global provider of Secure Payment products and Customer Contact solutions, supporting international clients from UK and US offices. A PCI DSS Level One Service Provider since 2010, processing over £1.5 billion in card payments annually and operating a PCI DSS compliant contact centre. 01442 458300 www.eckoh.com

Citycom Technologies Stand Number 2482 Citycom is a global communications provider headquartered in the heart of London. We are renowned by our clients for our relentless pursuit to form a deep understanding of their business needs. Our solutions are customer focused and we look to provide the best service at the best price. 020 7870 4841 www.citycom.co.uk

Contact Careers Stand Number 2316 Dedicated Contact Centre Recruitment Specialists.

Dial Once Stand Number 2220 Augmented Visual-IVR, the unique way to digitize calls. Discover how Dial Once reinvents customer care with its omnichannel Visual-IVR. Accessible from every point of contact (Call, Web, Messenger…), our Plug & Play solution improves CX, reduces handling costs and boosts digital transformation. www.dial-once.com

Elephants Don’t Forget Stand Number 2255 Clever Nelly is an Artificially Intelligent application that optimizes employee knowledge retention to increase enterprise productivity, fuel growth and reduce both risk and the need for mandatory retraining, proving itself to be both cost and time effective. www.elephantsdontforget. com

CLCA Call Direct Stand Number 2286 CLCA Call Direct specialises in outsourced multi-channel business solutions. Our mission is to help our clients meet the challenge of forming a successful and rewarding experience for customers and staff through all available resources. Come and see us on Stand 2286 to discuss any requirement. 0333 600 5005 www.clcacalldirect.com Collab Stand Number 2281 Collab is a European Multimedia Contact Center (cloud and premises-based) company with a strong heritage of innovation and it has been providing awardwinning platforms, fully based on IP architectures, to businesses of all sizes around the world for 10+ years. +44 2037 501244 www.collab.com

Conduit Global Stand Number 2384 Conduit Global is a fully integrated BPO with a cloud-based communication infrastructure with over 25 years of experience providing multi-channel contact center, back office and professional managed services 0800 011 8080 www.conduitglobal.com Connect Managed Services Stand Number 2271

Contact One Stand Number 2250

ContactCenterWorld.com Stand Number 2186 The world’s largest contact center and customer engagement association with members in 200+ countries. We help members who run contact centres, customer service centres, help desks etc improve their business through unique networking tools, tens of thousands of pages, awards and events. 001-807 624 2080 www.ContactCenterWorld. com

Content Guru Stand Number 2241 01344 852 350 www.contentguru.com

Conversocial Stand Number 2430

Crystalrs Stand Number 1920

Daktela Stand Number 2116 Daktela is truly omni-channel contact center solution perfectly suited for small and mid-size businesses. We combine virtual pbx, omni-channel contact center technology, realtime analytics, integrated CRM and helpdesk and offer a single, open platform to help companies improve customer experience. 0208 089 0443 www.daktela.com

DIABOLOCOM Stand Number 2230

Difference Corporation Stand Number 2422 Difference Corporation are award winning contact centre and customer experience experts with offices in Edinburgh and Newport. We are specialists in contact centre technology and performance with a proven track record of helping our customers improve efficiency and reduce costs. 0344 4931 100 www.differencecorp.com

Differentia Consulting Stand Number 2552 Differentia Consulting are the UK’s #1 Qlik Elite Solution Provider in the UK and EMEA. Offering our 300+ clients a comprehensive BI solution to fulfil all reporting and analytics requirements. We have one of the largest data-led customer service and contact centre, as a long standing client. 01494 682 750 www.differentia.co

Dixa Stand Number 2233 Built in stealth for 2 years and recently launched, Dixa is a modern, cloud-based customer service platform. We make customer service instant and simple by focusing on intelligent routing of all conversations, regardless of channel (calls, emails & chats), and integrating with your own systems. 0845 528 0282 www.dixa.com

Ethos Voice & Data Limited Stand Number 2484 At Ethos, we get to the heart of our customers’ business objectives. Our bespoke service transforms technology into real world solutions that really deliver. This customer-led approach allows us to create solutions that ensure you get the greatest possible value from the technology deployed. 0207 666 2739 www.ethos.co.uk

everymessage Stand Number 2464 Intelligent messaging and digital communication with integrated AI - automating customer interaction to improve business performance. Omni-channel ensuring you contact your customers, at the right time, in the right way - SMS, WEB Chat, Messenger, ChatBots, e-mail, IVR, secure documents and post. 0344 2641234 www.everymessage.com

Exchange Communications Stand Number 2470 Exchange Communications is a global, industry leading, connectivity solutions specialist, providing a range of solutions from single office telephone systems to complex multi-site and call centre configurations and networked communications in over 100 countries. 0800 008 7600 www. exchangecommunications. co.uk

Eckoh plc Stand Number 2282 Five9 Inc, UK Ltd Stand Number 2016

Five9 provides cloud contact centre solutions to businesses of every size. This flexible, reliable, secure and scalable cloud-based platform creates exceptional customer experiences and delivers tangible business results. The solution creates more successful customer interactions while increasing. 0491 7129 16761 www.five9.com/uk

Our goal is to provide transformational analytics geared at smart customer insights leading to predictive sales and service within your organisation. Our actionable insights are aimed at reducing costs and increasing revenues and keeping your most valuable asset happy - your customer. 0829 040 234 www.geniianalytics.ai

Stand Number 2314 Inbenta is a global leader in AI, whose patented natural language processing fuels highly accurate search for knowledge bases & e-commerce platforms, chatbots for customer service, ticketing, and knowledge management. The result: reduced support costs and 90% self-service rates. +34 902 646 579 www.inbenta.com

Lightico is the only way to bring the power of face to face sales to every mobile prospect. Reps activate a suite of salesdriving, in-call tools like real-time finger-eSigning, media sharing, instant identification collection, document creation, to close mobile customers on the 1st call. Won & Don +972 544-273473 www.lightico.com

G3 Comms Stand Number 2275 G3 is a leading provider of Unified Communications, Contact Centre solutions and systems integration services globally. We enable our clients to interact with their customers, employees and partners dynamically, easily and cost effectively through Cloud and Virtualisation communication projects. 020 7075 1400 www.g3comms.com

GFM ClearComms Stand Number 2310 GFM ClearComms is an awardwinning, industry leading, specialist customer experience agency that has been creating and delivering flexible, end-toend contact centre services and marketing solutions since 1989 on behalf of some of the country’s most loved brands. 01206 226444 www.gfmclearcomms.co.uk

Injixo Stand Number 2424 injixo WFM: the award-winning cloud WFM application for contact centres of all sizes. injixo WFM costs ¬£9/user/month, pay-as-yougo and supports the entire WFM cycle: multi-channel forecasting, multi-skill scheduling, realtime management, adherence and reporting plus agent smartphone self-service. 07795 115140 www.injixo.com/uk

Loxysoft AB Stand Number 2262 Optimize your staffing! ProScheduler Workforce Management is a complete and robust scheduling and time reporting tool. Our customers praise ProScheduler for its user friendly & intuitive design and its very fast and powerful optimization. The system is easy to deploy and offers great value for money www.loxysoft.com

Interactions Stand Number 2112 Interactions provides Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations. www.interactions.com

Luware UK Limited Stand Number 2300 Luware is a leading provider of customized service platforms based on Skype for Business. The portfolio incl. solutions for contact centers, team-ACD or single-user for the channels: Chat, Voice, Video, Mail, Social Media & Co-Browsing. Technologies such as WebRTC & recording complete this offer. +41 58 404 28 00 www.luware.com

GamEffective Stand Number 2124 GamEffective is a leader in employee performance and learning gamification, with deployments in the world’s largest call centers. Using behavioral psychology, motivation and learning techniques, GamEffective promotes the effectiveness, knowledge and motivation of contact center employees. 800 538 4263 www.gameffective,com

Genesys Stand Number 2210 Genesys powers more than 25 billion of the world`s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies trust our #1 customer experience platform to drive great business outcomes. 0203808 3999 www.genesys.com/uk

Genii Ai Stand Number 2225

Heyware A/S Stand Number 2254 The #1 Quality Assurance software Our Agent Lifecycle gives you a full lifetime overview, our transaction monitoring and calibration software supports international best practices methodologies and we provide an industry leading adaptive learning system. 0456 045 4000 www.heyware.com

ICA Stand Number 2472 ICA delivers tailor made solutions responding to today’s ever changing business environments, bridging the gap between strategy and delivery. Winners of Best Contact Centre Solutions, Best Customer Service and Reseller of the Year our portfolio is designed with you and your customer in mind. 0161 443 5000 www.ica.co.uk

IDT Telecom Stand Number 2332 IDT Express combines global VoIP termination with market-leading rates and a unique, self-serve portal, giving you the power to purchase DIDs, manage IPs, termination quality, payment methods and more. With a simple click, you can register IPs, start passing traffic and make money within minutes. www.idtexpress.com

IR Stand Number 2257 More than 1,000 organisations in 75+ countries rely on IR Prognosis to provide business critical insights and ensure continuity-critical systems deliver high availability and performance for millions of their customers across the globe. Monitor and troubleshoot Contact Centres from the inside-out. 01895 817 800 www.ir.com

Lessonly Stand Number 2110 Lessonly is modern team learning software used by over 1,000,000 learners at more than 400 companies to translate important work knowledge into lessons that increase team productivity. Sales and support teams across the world use Lessonly to reinforce best practices and accelerate performance. +1 317-369-9194 www.lessonly.com

Lightico Stand Number 2024 Inbenta

M12 Solutions Stand Number 2184 M12 Solutions is a single-source solutions provider for all your business telecommunications needs. Guaranteed to save you money, we aim to build long term relationships with our clients by providing prompt and attentive service and giving honest, straighforward help and advice. 0345 408 1212 www.m12solutions.co.uk

Maintel Stand Number 2283 Maintel securely connects workforces in the office, on the move and in the cloud to make more agile organisations, more productive workers and better engaged customers. Our expertise encompasses UC, contact centres, workforce optimisation, security, mobile, connectivity services & document solutions 0344 871 1122 www.maintel.co.uk

Maximum Network Solutions Stand Number 2312 We create self-learning, conversational, self-service solutions, elevating customer experiences, delivering better financial results for businesses. 0333 566 0000 www.maxnet.co.uk

Natterbox Limited Stand Number 2251 Natterbox is the world’s first global business phone system with contact centre 100% embedded and managed entirely within Salesforce. Over 450 organisations rely on Natterbox to transform customer experience, boost productivity, and expand globally, all from one platform. +44 203 510 0500 www.natterbox.com

Noetica Stand Number 2270 For over 21 years Noetica has perfected a comprehensive set of agent productivity tools (Synthesys), patented outbound technology (SmartBound) and complete voice platform (NVP). At the show, we will be showcasing new technologies such as SNoDrop- predictive dialling with 0% dropped call. 0345 0181 070 www.noetica.com

OptiOp Quality Management Stand Number 2462 Streamline and improve your quality management process; reduce the time / effort needed to create employee scorecards, evaluate performance, provide feedback, track and manage action items, calibrate and report on the quality and compliance outputs of your employees. Measure, analyse, improve! 0141 416 1476 www.optiop.com

Opus Telecoms Stand Number 2200 Opus is an independent, privately owned technology company that delivers Unified Communications, Connectivity, Collaboration & Customer Experience solutions. Established in 1992 we provide bespoke solutions backed by dedicated account management, in-house engineering & personalised customer support. 0800 316 7566 www.opus-telecoms.co.uk

PCI Pal UK Limited Stand Number 2182 PCI Pal provides secure payment solutions for contact centres and businesses taking Cardholder Not Present (CNP) payments. PCI Pal`s globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS. 0207 030 3770 www.pcipal.com

Puzzel Stand Number 2520 Puzzel is a multi-channel cloudbased contact centre solution. Agents can respond to a customer`s channel of choice from within one complete solution. Puzzel can accommodate from one to several thousand agents using any device, in any location and integrates with multiple applications seamlessly. 0333 300 0066 www.puzzel.com/uk

Premier Choice Group Stand Number 2356 Since 2000, Premier Choice Group has delivered industry-leading telecoms to businesses across the UK; from SMEs to large corporates and organisations operating within education, healthcare and the non-profit sector. Visit us on stand 2356 to find our how our solutions could help your organisation. 020 8300 9495 www.premierchoicegroup.com

Refract Stand Number 1924 Refract helps organisations unlock the value hidden in their sales conversations, highlighting coachable insight for every call and individual, analysing what aligns with top performers or successful outcomes, whilst highlighting decisive moments for coaching and feedback. 0191 495 7430 www.refract.ai

Premier CX Stand Number 2460 Premier CX is an independent creative agency that improves the way clients across the globe interact with customers. We work across all contact centre touchpoints to create a great customer experience whether that is over the phone, online, via email, video, text, live-chat or by post. 0345 071 1359 www.premiercx.co.uk

ProcedureFlow Stand Number 2223 With ProcedureFlow, following company processes has never been easier. Ditch the 200 page manual that no one reads and create procedures that people actually enjoy using. Use small hyperlinked flowcharts to represent complex knowledge and then use those flows to reduce training by 50-90%. 1-888-827-3918 www.procedureflow.com

Professional Forums Ltd Stand Number 2190

RingCentral UK Stand Number 2440 RingCentral is a leading provider of cloud-based global collaborative communications solutions. More flexible and costeffective than legacy on-premise systems, RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact centre solutions. 0800 098 8136 www.ringcentral.co.uk

RMG Stand Number 2180 Experts in the contact centre environment for 4 decades, RMG`s unique solutions focus on the right mix between visual performance management and visual communications, providing staff with high-impact, customised internal messaging merged with unified, actionable and real-time performance metrics. 0203 868 6930 www.rmgnetworks.com/ contact-center-solutions

Sabio Stand Number 2474 Sabio is a leading customer experience managed service technology provider, with the proven international reach and ability to deliver transformational digital customer experience technology and managed service solutions to major organisations worldwide. Visit www.sabio.co.uk or follow @SabioSense. www.sabio.co.uk

Sangoma Technologies Stand Number 2510 Sangoma is a trusted leader in delivering globally scalable VoIP telephony systems and is a renowned provider of highquality, cost-effective call center management solutions for SMBs and enterprises. 01344 269220 www.sangoma.com Serenova Stand Number 2570 Serenova is one of the leading cloud contact centre vendors, a `challenger` in the Gartner Magic Quadrant. Our AWS-based CxEngage platform is an omnichannel agent desktop: route voice, chat, email, SMS and social channels through a single queue. Or ‘contact centre-enable’ your CRM with CxEngage. 020 3006 8280 www.serenova.com

Semafone Stand Number 2530 Semafone provides data security and compliance solutions for many of the world’s leading brands; helping them safeguard their customers, minimize the risk of brand-damaging data breaches and ensuring compliance with regulations including PCI DSS & GDPR. 0845 543 0822 www.semafone.com

ServiceNow Stand Number 2240 Servicenow customer service management Turn Customer Service Into a Team Sport Digitally transform customer service by connecting departments, workflows, and systems to proactively resolve customer issues. Provide a personalised experience for customers while automating and reducing case volume. +44(0)1784 221600 www.servicenow.com

Sesui - Cloud Communications Stand Number 2326 We`re Sesui, the bright British innovators and creators of award winning contact management software - tailor made to help make your multi-channel communications run smoothly. Because even though business can be complicated, speaking with your customers doesn’t need to be. 03445 600 600 www.sesui.com

Six Degrees Group Stand Number 2572 0800 012 8060 www.6dg.co.uk

Solar Communications Stand Number 2390 At Solar Communications, we work closely with our customers to create bespoke and flexible communication solutions that save money, boost efficiency, improve operational efficiency and enhance the user experience. 0330 333 3999 www.solar.co.uk

Spark response Stand Number 2276 Ideas driven contact centre and eCommerce services to help brands and retailers grow. Spark Response is one of the UK`s most respected providers of outsourced contact centre services. Award winning UK call centre with industry leading client retention. 0191 495 9999 www.sparkresponse.com Spearline Stand Number 2256 Spearline specialises in testing global toll and toll-free numbers using in-country calls and measuring the audio quality and connectivity. They provide a full range of end to end testing solutions for large enterprises using the Spearline Platform and a worldwide network of servers and carriers. 035 328 51460 www.spearline.com

Spitch Stand Number 2222 Spitch is a Swiss provider of solutions based on Automatic Speech Recognition (ASR), Voice User Interfaces (VUI), and Natural Language Processing (NLP). 0203 957 4040 www.spitch.ch

Staffino UK Ltd Stand Number 2320 Staffino is redefining Customer Insight management. Gather, understand and manage Customer Experience relating to staff, products and services real-time. A versatile cloud-based solution that is easy to implement and use, Staffino lets you see your service through your customers` eyes. 01962 828794 www.staffino.com/business

SVM Global Stand Number 2224 SVM Global are leading providers of Gift Cards and eCodes for business, offering businesses of all sizes the ability to purchase in bulk or as part of a wider benefits scheme. With 100s of well-known brands to choose from including high street fashion stores, restaurants, holidays & more... 01709 303 102 www.svmglobal.com

Synap Stand Number 2284 Synap is an innovative online training tool which uses memory science techniques to help your employees learn more in less time. Synap breaks training down into short, engaging 5 minute sessions, and has been shown to improve knowledge transfer and reduce onboarding time. 0113 328 0533 www.synap.ac/features/ business

Syntec CardEasy Stand Number 2354 Syntec’s CardEasy ‘keypad payment by phone’ works midcall (with the agent) and also for customer self-service Autopay (IVR). This pioneering DTMF payment solution de-scopes your contact centres and call re-recordings from PCI DSS whilst improving caller experience and reducing call times. 020 7741 2000 www.syntec.co.uk

Talkative Stand Number 2122 Talkative converts website visitors into customers using chat, voice, video, and cobrowsing. Customers can start a ‘webcall’ from their browser, with no phone required. The call is intelligently routed into your existing telephony systems, while providing key customer data to sales/marketing teams. 0163 330 2069 www.talkative.uk

Telappliant Stand Number 2120 Telappliant is an award-winning VoIP and cloud communications provider. We help SMEs to grow with our range of simple-to-use business services. Telappliant cardassure allows businesses to take card payments securely over the phone by preventing cardholder data from coming into contact with . 0345 004 4040 www.telappliant.com

Telekonnectors UK Limited Stand Number 2466 Telekonnectors are manufacturers of headsets, business phones, patented patch cords, security solutions, & network testing equipment. In addition they own & operate the technology for conference bridges which allow its customers to connect multiple callers together while monitoring the session. 0775 488 6619 www.telekonnectors,com

TenFold Stand Number 2324

TRC Group Stand Number 2352 TRC Group is the Recruitment Agency of choice for the contact centre and customer service industry. We place highly skilled professionals in Contact Centre, Telesales, Customer Management and Customer Service roles. 0113 457 3760 www.therecruitmentcrowd. com

UK Contact Centre Forum Stand Number 2334

Ultracomms Stand Number 2252 Ultracomms is a leading provider of cloud based omni-channel customer contact management solutions and PCI DSS level 1 certified secure payment handling services to the contact centre industry. 0207 965 0207 www.ultracomms.com

Veritone Stand Number 2432 Veritone is a leading artificial intelligence company that unlocks the power of cognitive computing to seamlessly and automatically process, transform and analyze unstructured audio and video data. Compliance and eDiscovery professionals can cost-effectively manage on critical files. 07900 433715 www.veritone.com

Virada Training Stand Number 2012

VoiceBase Stand Number 2350 VoiceBase is defining the future of deep learning and communication by providing unparalleled access to spoken information. With flexible APIs developers and enterprises build scalable solutions by embedding speech analytics into big voice applications. Customers include AWS, Twilio & Veritone. (650) 897-5170 www.voicebase.com Webio Stand Number 2272 Webio’s conversational platform uses the power of AI to streamline customer communications across new & traditional channels-SMS, WhatsApp, Messenger.`Blended AI` manages low value conversations,seamlessly engaging agents to assist in conversations when needed & to deliver great customer experience. www.webio.com

Zoho Desk Stand Number 2100 Put customer service at the heart of your company. Zoho Desk is the industry’s first context-aware help desk software that helps businesses focus on the customer. www.zoho.com/desk

EXHIBITOR A-Z

THESE ARE ALL OF OUR INCREDIBLE EXHIBITORS ACROSS ALL FIVE SHOWS, SO KEEP AN EYE OUT FOR THE ONES YOU WANT TO SEE!

1 Stop Data Ltd 1 Stop Data Ltd 3XP 360imagery 4net-technologies 800Comms by vServices 8x8 Absolute Signs & Graphics AccessVR Ltd Act-On Software Aculab Adenzo Adroll Adzooma Aeriandi AESIR Aesir AgentBase UK Sales Agent Register Aircall Akero Akkroo Allwag Promotions Alpha Card Compact Media Animmersion ANT Marketing Ltd Antalis Apteco Arise Virtual Solutions Inc. Ash TV Aspect Software Atol Business Solutions Ltd. Automation Ninjas Avaya Avizent Ltd Axon Garside Axonn Media AzteQ Solutions Ltd B2B Info Champions B2B Marketing Lab BAM Student Marketing Banana Apps Bee Social Marketing BIAB london (business in a box) Bigger Brigher Better Bigtincan Blotto Studio Ltd BlueToad Inc Boost Performance BPA Quality BPM Works Limited Brand Conversation Brand Recruitment Brandingmag BrightTarget (A Sidetrade Company) Britannic Technologies British Promotional Merchandise Association Buffalo 7 Bulk SMS Ltd t/a Voodoo SMS Business Film Booth Business Junction Business Owner Elevation Business Systems (UK) Ltd BuxUp Calabrio CallPage

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Campaign Monitor Pty Ltd. Canon Europe Capita Capstone Intelligent Solutions Captivate Presentations Ltd CC4Skype CDA CeeDoo Digital Celerity Messaging UK Ltd (Bulk SMS) CELUM GmbH Challenger Mobile Communications Chat Ninjas Chopras Ghana Limited Cirrus Response Ltd CIS Cision Citycom Technologies CLCA Call Direct ClickMeeting Clockwise Marketing CloudLead Cludo Cognism Collab Collier Pickard CommuniGator Companeo Compas Computech IT Services Computer Law Training Conduit Global Connect Managed Services Contact Careers ContactCenterWorld.com ContactOne Content 45 Content Guru Conversica Conversocial CORPDATA CrankWheel Creation Agency Creative Clinic Creditsafe CRMCS Cylo DAC Group Daktela Databowl DBS Data dc-activ Depositphotos DIABOLOCOM Dial Once Difference Corporation Different Dynamics Differentia Consulting Digital Doughnut DigiTechMark Ltd DIRECT SOLUTIONS Diverse Interactive Dixa DoWell Research Dynistics Dynomite Video Production Agency

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EAK Digital Eckoh plc Edge NLP Limited Ekomera Consulting Services Elation Experts Element 26 Elephants Don't Forget Emailcenter UK LTD EMC Advertising Gifts Enable Technologies Ensize UK Ltd eSales Hub Esendex Ethos Voice & Data Limited everymessage Excelerate360 Ltd Exchange Communications Explainr Exposure Ninja Extensis ExtraMile Communications Ltd Fanbytes Fast Generations Ltd Feefo First Exhibition Services Ltd FIVE CRM Five9 Inc, UK Ltd FL1 Digital Flashbay FlexeStand FlexRM Limited Flockler fluffyegg. FOAP Force24 Fourleaf FujiFilm Full Rotation Animation Fusion Analytics G-SMATT Europe G2 Crowd G3 Comms GamEffective GDPR Design Genesys Genii Ai GFM ClearComms Giant iTab Glitch Studios Gold-Vision CRM GoSquared Graydon UK Ltd Green River Media Grypp Corp Ltd. Guidebook Harvest Digital Headshed Heyware A/S Hospitality Finder ICA IDT Telecom Imagen imapt Impero Inap Inbenta Inbound Fintech Inbox Insight Infinity InfluencerDB Injixo Instant Magazine Institute of Sales Management Interactions Investis Investis Limited IPFingerprint IPIA (Independent Print Industries Association) iPresent Ltd IR iResearch Services

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Kingsline Solutions Ltd KJS We are Direct Mail Klood Digital Kluster Intelligence Kogan Page Landing Page Platform Landingi.com Lanyard Factory Limited Launchpad CRM Lead Forensics Lead Forensics Leadfeeder Learning Pool Lessonly Letterbox Distribution.com Liberty Williams Libris Unify Lightico Live & Wired LogMeIN td Loxysoft AB Lunar Animation Lusha Systems Ltd Luware UK Limited M12 Solutions MA Knowledge MailChimp Mailing Guy Ltd Maintel Marke Creative Merchandise Marketcolor Marketing & Creative Handbook Ltd MarketMakers Marstan Press Martech Alliance Maximum Network Solutions MediaBeacon Mediahawk Limited Mediareach Advertising Mediawide Ltd Meltwater Merit Display Ltd Metigy mkodo Ltd MOO Mot Juste Communication Services Motiv8 Training Motivus Consulting MRP MyLife Digital Natterbox Limited Nectar Services Corp. Nemorin Creative Film & Video Ltd Nettl NetXtra Neuro-Insight NewBase NewBook CRM Nexsales Corporation Nivo Noetica Nominet NRG Digital Ltd NRICH by Natify OBRIEN DIARIES LTD. Occam Networks Ogury Oldfield On Brand ON24 OneTrust OnlyMarketingJobs.com Open Space Advertising Ltd Optimove OptiOp Quality Management Opus Telecoms Orange Punch Orangutan Orchard Resourcebase Ltd Oxford College of marketing Parkes Display & Expo Passle 34 Pavilion Promotional

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PCI Pal UK Limited Pressenger Kft PFSweb Pink Lizard Promotions PIXAFUSION Digital Playou videos Pod Packaging PPC Stars Ltd PR in a Box Pragmatic Premier Choice Group Premier CX Prime Prospects (part of CMR Group.com Ltd) Print and Deliver Ltd Print Strategy Europe Pro-Active dataXchange ProcedureFlow Protocol Global Ltd Protocol Global Ltd Pulsar PushON Ltd Puzzel Qbase Data Services Ltd Quant Marketing Radioville Readpeak Oy Really B2B Red Banana Design Red Flag Alert Red Rabbit Productions RedPoint Global Refract Reputation.com Reviews Ricoh UK RIKA Digital RingCentral UK RMG Romanoff Consultants Sabio Sales Mastery Magazine Sales Office Sales Pitch Pro Salesbox CRM Salesframe SalesGym 360 SalesLevers SalesSeek SalesValue Sangoma Technologies SearchStar Seller Performance Ltd Sellsy Semafone Sendinblue Serenova ServiceNow Sesui - Cloud Communications Shipley Limited Shootsta Showell Showpad Simply Law Jobs Siteimprove Six Degrees Group Sleeping Giant Media Smart Cookie Media Smart Insights SmarterMe SnapCall Social Seeder Solar Communications SoPro - Social Prospecting Space Indent Spark response Spearline Spectrum Corporation Spitch Springboard Staffino UK Ltd Statwolf Stephen MS Lai & Co CPA Ltd Stickyeyes

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Stoke RIpley Creative StoryMe Video + Video Strategy StoryTEQ Stream Comms Ltd Successful Mindset for Life SuperOffice Software Limited Supersonic Playground SVM Global Synap Syntec CardEasy Talkative Telappliant Telekonnectors UK Limited Telsa Media Ltd TenFold TeraByte IT Limited The Animation Guys The Brilliant Bakers The Catalyx The Daily Sales The Digital Marketing Association The DMA The Film Yard The Forum The Institute of Direct and Digital Marketing The Marketing Pod The Next Big Thing The Professional Sales Association The Sales Rainmaker Theory Films Thinking into Results Tilkee topclick Total Marketing Solutions TRC Group Trina Wright Trip Builder TrueStory Trustpilot Tungate Group Turn2Coaching TwentyThree UK Contact Centre Forum UK Datahouse Ultimates Incentive Ultracomms Ungapped Ur Promotions LTD Valooto Vanessa Hunt Consulting Ltd VanillaSoft VAU Company Vericall Ltd Veritone Vertex Home Improvments VideoSmart Virada Training Visualsoft VoiceBase Voipswitch AG VOWLUME LTD Vox Digital VR/AR Association Vsynergize Vuelio Warners Midlands Plc Web Behaviour Specialists Web Behaviour Specialists Web Studio Lab Web Ventures Webcertain Group Ltd Webio Webmart Ltd Webworks Widen Will International Willow Group Exhibition Solutions Wing Lee Creative Ltd Workbooks Online Ltd Z-CARD Ltd Zoho Corporation Zoho Desk Zymplify

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Below you will see a floor plan for the Call and Contact Centre Expo, however, did you know that this show is also connected to four other incredible shows?

FLOOR PLAN Sponsored By

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B2B Marketing Expo, B2C Marketing & Advertising Expo, Marketing Technology Expo and Sales Innovation Expo will be running alongside Call and Contact Centre Expo and your ticket grants you unlimited access to all these events.

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S5 VISITORS ENTRANCE

VISITORS ENTRANCE 35

Reimagine the customer experience. Aspect ViaTM Customer Engagement Platform can help you create truly meaningful interactions. Visit us at Stand No. 2400 for more information on Aspect Viaâ&#x201E;˘ or to book a 1-2-1 demo. Complete our 5-Step Interactive profiling tool and receive your customised report to help meet your business challenges. CLICK HERE

Customer engagement without boundaries. Limitless.

Enhance your call centre and accomplish personal service through your website, face-to-face, page-by-page, completing the sale using your existing phone system and infrastructure.

Web-chat Voice and Video Calling Cobrowsing

Visit talkative.uk to learn how to greet customers in your website with voice, video, chat & cobrowsing and convert your website visitors into customers.

AVAYA. LEADING BUSINESS

COMMUNICATIONS FOR THE

DIGITAL

Avaya solutions are used by: of all Fortune 500 companies. Hotels, insurance companies, banks, airlines, healthcare, educational and government institutions.

WWW.AVAYA.COM #ConnectWithAvaya

is number one in: Worldwide contact center and unified messaging, SME telephony, voice maintenance and voice support services.

We innovate We arebrandfocused We are ideas driven We create solutions We are Spark Ideas driven contact centre and eCommerce services to help brands and retailers grow www.sparkresponse.com

The most effective customer experience and payment solutions for todayâ&#x20AC;&#x2122;s contact centres. Deliver experiences your customers want using IVR, natural language, self-service, live help, Chatbots, AI and PCI DSS secure payments. To find out how, come and talk to us about the Eckoh Customer Experience Portal.

2018 & 2017

Winner: Payment Innovation of the Year

Contact: Call: 08000 630 730 Click: tellmemore@eckoh.com Visit: www.eckoh.com

Create happier customers. With injixo â&#x20AC;&#x201C; powerful and easy-to-use cloud WFM software.

Forecasting Scheduling Multi-skill/-channel/-site Real-time management and more

Our clients do more business and create happier customers while lowering costs and reducing effort for planning in the contact centre. For more information on workforce management visit www.injixo.com

DO BETTER WORK Lessonly is call center training software that drives agent consistency, engagement, and productivity.

38% 100+ 67%

Directly drove 38% higher NPS scores, resulting in a drastically improved customer experience. Ibotta uses Lessonly alongside Zendesk to empower 100+ remote agents. FiscalNote reduced ramp time by 67% and increased employee productivity by 40%.

Take a tour today at Lessonly.com or meet us at booth 2110.

Make Your Employees Experts Faster and Reduce Training and Mentoring by 50 - 90% Efficiency is key to running a call center. Increasingly, call centers are turning to ProcedureFlow as their next generation knowledge base with its ease of use and unparalleled navigability - driving down training costs and preventing costly quality missteps. ProcedureFlow has everything you expect in a call center knowledge base, including guided problem solving, self learning, content management, social collaboration, secure cloud access and more.

For more information contact sales@procedureflow.com 1 888 827 3918 www.procedureflow.com

Stand: 1356

Social Selling & Lead Generation March 22nd, Theatre 16 14:45 - 15:15

V 4

r 35 EEape d #2 FRte P tan hi s W on us

it is

PCI DSS solution for Contact Centres & Call Recording

• DTMF touchtone card payment solution • Customers enter their card numbers using the keypad of their phone

• Mid-call / live in conversation with the

agent + customer self-service Autopay (IVR)

• De-scopes your contact centre environment from PCI DSS controls

• Helps with GDPR compliance • Cloud, or Hybrid (partially on-premise) managed service

• Call recordings can be full length • Easy PSP & CRM integration

From

See video demo at www.syntec.co.uk

5683 9987 4322

w syntec.co.uk t 020 7741 2000 e sales@syntec.co.uk

@synteccontact

Context makes all the difference. Use it to deliver better customer service.

Zoho Desk is the industry's first context-aware customer service software that helps businesses focus on the customer. To know more, visit zoho.com/desk visit us at

Stand

#2100

From

EMPLOYEE to

CUSTOMER The experience is everything

X Series

Booth 2140 More intelligent interactions between your employees and customers.

For all enquiries contact: hello@weareimpero.com / +44 20 7998 7571

www.weareimpero.com

Winner: Payment Innovation of the Year

2018 & 2017

Contact: Call: 08000 630 730 Click: tellmemore@eckoh.com Visit: www.eckoh.com

Award winning provider of secure payment solutions for organisations taking Cardholder Not Present (CNP) payments.

PCI Pal is a suite of solutions designed to help run your customer contact operations in adherence with the Payment Card Industry Data Security Standard (PCI DSS).

SO WHY CHOOSE PCI PAL? True cloud technology thatâ&#x20AC;&#x2122;s globally accessible

Multi-award winning technology and customer experience

Contact centre specialists experienced in providing solutions across a wide range of verticals

Vendor agnostic for ease of integration and deployment

www.pcipal.com

+44 207 030 3770

info@pcipal.com

01442 244444

info@azteq.com

New 3D technology; improve footfall, increase sales!

This exciting, screen-less, lightweight, 3D technology is helping some of the worldâ&#x20AC;&#x2122;s largest retailers stand out amongst the crowd! By creating a 3D holographic image, which appears to float in mid-air, it captures consumer attention using custom created 3D content. AzteQ provide a complete demo, survey, supply, installation and support service across the UK.

Come and meet us on Stand 732 ÂŠ 2018 AzteQ Solutions Ltd AzteQ House Maxted Corner Eaton Road Hemel Hempstead Hertfordshire HP2 7RA

www.azteqvision.com

Intelligence is Beautiful Meet Ami, Love Ami - the hardest working agent in your contact centre: • Ami is not a bot, she is a conversational AI • Ami is proven to sell more, while reducing costs • Ami is available to talk to your customers 24/7 • Ami continuously learns about your business and customers • Ami seamlessly hands off to Cirrus omni-channel agents

Cirrus is the most complete omni-channel contact solution, integrating over 30 app types

Join us for live AI demos throughout the show on stand 2540. Plus, ask us about our omni-channel contact centre platform. VISIT US AT STAND 2540 sales@cirrusresponse.com @CirrusResponse

Take Control of your Call Centre

Technology is constantly evolving, as online commerce continues to grow, the call center is often the first point of contact your customer encounters. A great call center is the first step in great customer service. Sangomaâ&#x20AC;&#x2122;s PBXact phone systems are the perfect tool to help you build your call center and give you an edge on your competition.

Call Processing

Monitoring

IVR / Call Queuing / Time Conditions / Outbound

Real-time Call Metrics / Phone Apps

Customer Experience

Extras

Announcements / MoH / Queue Call Back

Appliances / Gateways / SBCs

The Agent

Reporting Historical Analysis / Recording Reports

Desktop Integration / IP Phones / Phone Apps

Call to Request a Free Demo www.sangoma.com

+ 44

(0) 1344 269220