Theatre 21: Sponsored By Avaya
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya. For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.
Please note the below schedule is from the 2019 Call & Contact Centre Expo. The 2020 schedule will be released closer to the event.
11.00 - 11.30
Stuart Knight & Jitender Singh
Transforming CX - from a back-office function to boardroom priority
Learn about current industry trends on how some of the leading companies are transforming their CX through intelligent deployment of Omnichannel interactions, adopting digital strategies, AI, IOT, leveraging automation through BOT deployment, self-service, channel deflection and agent empowerment; all delivered via a single pane of glass driving efficiencies and enabling greater customer centricity through powerful analytics.
11.45 - 12.15
Chatbots and AI – Use Case of Lattelecom
We will focus on showing how virtual assistant Anete has been helping Lattelecom, the leading telecom company in Latvia, in automating its customer support for its hundreds of thousands of customers. A proprietary in-house developed NLP engine and virtual assistant platform (AlphaAI) is bundled with a live chat product for human agents (AlphaChat). Combining these bots and live chat offers unparalleled depth in chat automation.
12.30 - 13.00
Rank Group in partnership with Ultracomms
Better conversations start with the right data and technology
Taking a fresh look at the approach for turning lapsed customers into active customers again through an intelligent use of data management and technology with good customer experience as the cornerstone. During this interesting talk, Mark will show how the right approach was transformative to the bottom line whilst maintaining happy customers.
13.15 - 13.45
Gregg Widdowson, Customer Experience Solution Sales Leader UK&I
Transformation: From Contact Centre Agent to Customer Experience Specialist / Superhero
Digital technology has empowered today’s consumers to deal with transactional queries quickly and easily via self-service. However, when they need assistance, it to tends involve more complex, more emotional and, often, higher value interactions. And, in many cases, it will be your contact centre they turn to. Which means your Contact Centre Agents need to become experts quickly; with access to information, insight into the customer, expertise in all aspects of your business, access to resources, and the ability to deal with emotional customers quickly, effectively and empathetically. Join this session with Avaya to discover 4 ways to turn your CC Agents of today into the CX Superheroes of tomorrow.
14.00 - 14.30
How One AI Tool Created a 25% Reduction in Call Volumes for Redbridge Council
Everyone is telling Contact Centres to get on with chatbots but there are many pitfalls to avoid before you deliver a decent return on investment for your money. Reducing risk, careful subject choice, integrating with live chat and powerful core bot technology are some… as well as minimising cost through MVPs. In this 30 minute session we’ll hear Escalate AI MD Chris Patterson describe the design, delivery and use of the Redbridge Chatbot as well as show it and other bots in action alongside humans through Escalate AI.
14.45 - 15.15
Welcome to My World (Won’t You Come On In)
My World is a visual dashboard for our Front Line Operations colleagues. It contains a collection of performance, financial, reward and personal data, in an easy-to-use and consume form. The Product Development team have constructed this from the ground up, using configurable data processing and templates to enable rapid deployment across multiple contact centre campaigns. In this seminar, I’ll describe our journey so far and our plans for the future.
15.30 - 16.00
Spotlight on Audio Communication Compliance for Call and Contact Centers
For years, global regulators have required that Call and Contact Center firms implement programs of proactive compliance for their audio. In this session attendees will learn how Veritone enables call center teams to proactively monitor, surveil and review voice communications. We will cover how our aiWARE solution can help call centers to automate the transcription and translation of audio files in order to gain actionable insights into the quality of their operations and achieve compliance. We will also be announcing partnership and clients with a world-class call center platform provider.
16.15 - 16.45
Anywhere365 Contact Center for Dynamics 365
Anywhere365 continues to deliver innovative solutions that drive the digital transformation of business workflows: improving efficiency and customer engagement. In this seminar Anywhere365 will demonstrate its commitment to building contact center and dialogue management solutions that leverage customers’ existing Microsoft technology stack and business applications. The Anywhere365 Web Agent runs in the Azure cloud and utilizes the Dynamics 365 CIF application programming interfaces to integrate with the Microsoft Dynamics Unified Interface. This provides Dynamics 365 with the ability to integrate with rich Anywhere365 contact centre and dialogue management capabilities. Anywhere365 Web Agent supports Dynamics 365 online and on-premises for Skype for Business, Office365 (Cloud PBX), Microsoft Teams and WebRTC. Dynamics 365 users can leverage Anywhere365’s powerful Azure services for Chat Bots, Real-time Language Translation, Cognitive Services, Machine Learning and Social Media integrations. Other functionalities are IVR and ICR (Integrated Chat Response) with Azure Cognitive Services to provide real-time language detection with voice and chat translation in 60 different languages; Call and Chat Recording of inbound, outbound and internal calls and chats; Omnichannel smart routing based on numbers, skills, geography, IVR prompts, CRM data, etc.; Agent Management in real time over multiple contact center groups and skills; Outbound Dialing options from click-to-call to Power-Dialing; Call Reporting and Wallboards providing historical and real-time performance monitoring; Integration with Microsoft Flow, PowerApps, Power BI tools, and over 30 other CRM and ERP solutions.
11.00 - 11.30
Deploying flexible, scalable, speaker verification with integrated multi-factor authentication
VoiSentry is Aculab''s voice biometric speaker verification system, featuring an integrated multi-factor authentication capability and a scalable, multi-tenant system framework, allowing resources to be shared between clients while keeping the data private. We show how its flexible architecture has been exploited to build a complete authentication solution, with its ability to offer individual user passphrases or a randomly generated series of words for verification.
11.45 - 12.15
Natalie Keightley, Solutions Marketing Director, International
Use Cases Shaping the Customer Centric Experience of Tomorrow
Innovation is everywhere. But figuring out how and where to apply innovation is one of the biggest challenges organisations face. In this session, Avaya will share real life examples of organisations that are successfully leveraging and integrating innovation such as AI and voice assistants, real-time sentiment analysis, voice conversational interfaces, and more across their customer journeys, organization functions and processes for a richer, more connected employee & customer experience.
12.30 - 13.00
Illay Rennert & Doron Gower
HOW DO YOU ENSURE YOUR CUSTOMERS GET THE ANSWERS THEY NEED?
Customers reach organizations through a variety of channels in search of an answer to a question, support or sales. What are the processes and procedures in place to ensure customers receive accurate and consistent information in every interaction? During this session we will discuss the key challenges, what organizations are currently doing and explain Lighthouse’s solution.
13.15 - 13.45
Trevor J Geraghty
Surviving the bots? Only amazing customer service will save you
Conventional retail, banking and non-value-added logistics are dead. The consumer is KING and amazing customer service is the only silver bullet. The next 24 months will see old models turned on their heads, with much of what businesses know needing to be re-imagined. Start here, considering every customer touchpoint, learn how to improve service, reduce the cost to serve and deliver a highly effective sales/referral culture built on personalisation.
14.00 - 14.30
Zviki Ben Ishay
The Last Mile: Where CX Matters Most - to Customers, Companies and Agents
This seminar will explore groundbreaking research that reveals a critical CX gap. A mismatch between today’s on-the-go customers and contact center’s desk-oriented technologies that has made it nearly impossible to deliver the instant, mobile, intuitive and convenient experiences that today’s customers demand. In this seminar, you’ll learn how to identify and fix problems at the critical last mile of your customer journeys to accelerate processes, cut costs and increase NPS.
14.45 - 15.15
Cost is killing innovation: time for a new service reality?
Nicola will explore the challenges the industry faces to balance the drive to be the lowest bidder with the need to deliver more than bums on seats. With service being the biggest driver of brand value, is the industry failing the brands it represents? Are they failing themselves in how they procure? Nicola will bust three myths and present a central idea to transform how we think about service.
15.30 - 16.00
Sesui Cloud Communications
Come see the Big Fight - Artificial Intelligence v Actual Intelligence
AI’s heralded as the next undisputed champion of customer service, where computers perform any intellectual task a human, as dynamically as humans do. But with current limitations in self-service and an increasing trend for personalisation, do human connections ultimately win out in the end? Come see Chat Bot Cheryl do a round in the ring with Chatty Agent Charlie and let’s see who boxes clever.