Wednesday 09 April 2008

For a number of years contact centers have been unifying their multiple contact channels onto a single platform to improve customer interactions. An improvement in customer service has led to many enterprises realising how important the contact center is to their overall strategy. This session looks at how the contact center is now extending into the organisation through Unified Communications platforms in a bid to accelerate and formulize internal business processes to deliver efficiency and effectiveness.

Presentation:

Based on her recent research, Dr Nicola Millard looks at how both customers and organisations can start to exploit the power of unified communications and multichannel strategies. She describes how to raise the customer experience to a new level by using appropriate technologies to manage non-complex queries. This lets the front line add to the bottom line by shifting them from simply processing calls to allowing them to add value to the customer experience through resolving complex issues, forging customer relationships and selling higher-value products and services.

Presentation:

The customer contact user panel

Companies deploying UC in customer contact centres explain how they have tackled the challenges of improving the customer experience and running a decentralised customer service function:

• Multi-channel interaction
• Improving the quality of customer interaction
• Anytime, anywhere customer service
• Customer service productivity
• Managing a virtual customer care team

Nigel Medforth, Chief Information Officer, CIO UKRB, Group IT, Lloyds TSB

Dr Nicola Millard, Customer Experience Futurologist, BT Global Services

Rif Kiamil, IT Manager, JJ Foods

Meeting the users’ challenges: how suppliers are developing systems and applications to meet the need of next generation contact centres.
Supplier representatives:
Dave Thomson, European Marketing Manager Contact Centre, Cisco Systems

Clive Deakin, Product Manager, Amdocs OSS Division
David Du Toit, CIO, Datapoint
Paul Scott, Customer Interactive Solutions Director, Dimension Data
Chris Barrow, UC Solutions Marketing Manager, Avaya

Raun Kilgo, Director, Product Management, Aspect Software