2020 Programme

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Simplify your Agents' work by Unifying Voice and Digital Interactions

15 Sep 2020
Theatre 11 - Contact Centre Technologies

The reason why most companies use several applications to respond to client interactions is because it's difficult to combine the real-time power of voice and the collaborative nature of digital channels (email, chat, social networks) in one single tool. Discover concrete examples of companies using platforms that offer the agent and supervisor a seamless view of all customer interactions, reinforced by analysis of the Voice of the Customer.

3 key takeaways from session:

  • Real life examples, from the eCommerce and Retail sectors
  • Insights on how an intelligent multichannel platform empowers the agent and improves customer experience
  • Benefits of using a semantic analytic tool to increase customer knowledge


Richard Weetman, Sales Manager - Akio
Theatre 11 - Contact Centre Technologies: Sponsored by Atos & Nice InContact