The Call and Contact Centre Expo logo

18 & 19 MARCH 2020

ExCeL LONDON

Nick Beardsley & Andy Harris: Speaking at the Call and Contact Centre Expo

Nick Beardsley & Andy Harris

Olive Communications & Laithwaite's Wine

Laithwaite's Wine and the digitally savvy consumer – Live Case Study

When you're an award-winning wine & spirits merchant, surely it's job done? Not for this Olive customer! In this live case study, we'll hear a first-hand account from Laithwaite's Wine as we explore how repeated pain points were the driving force for an intelligent cloud transformation; implementing AI powered communication methods from Olive's CMSP in order to meet omni-channel demands of the modern, digitally savvy consumer.

3 key delegate takeaways from session:

• From concept to reality: We hear a first-hand account from Laithwaite's Wine on how they have embarked on a full digital transformation of their contact centre environment. From a traditional on-premise infrastructure, to an agile, AI-driven cloud contact centre
• Why driving tangible improvements in operational efficiency, workforce optimisation and reporting/analytics is key to success, and how to do it.
• Discover the steps your business needs to take to utilise AI in the contact centre from the ground up

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