Tuesday
Tuesday 8 March10:30 AM - 11:00 AM
Customer Contact and Management
Richard Kenny, EMEA Contact Centre Segment Manager, Plantronics
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Tuesday 8 March11:10 AM - 11:40 AM
Are you ready for Communications in the Cloud?
Chris Majer, Director of Applications Consulting EMEA, Interactive Intelligence
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Executives are mandating that their IT/Telecom departments must switch away from their premise-based communications solutions to a hosted, Communications-as-a-Service (CaaS) solution. Why?Because a CaaS solution can:- reduce or eliminate capital expenditures- reduce IT educational and support costs- reduce IT footprint- increase deployment flexibility- develop a disaster recovery planDuring this session
Tuesday 8 March11:50 AM - 12:20 PM
Next Generation Customer Contact – a UC Enabled Case Study
Darren Lloyd, Information Services Manager, Newport City Homes
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This presentation will highlight the benefits UC has brought to Newport City Homes, paying particular attention to its use within their Customer Contact Centre. It will discuss how the integration of UC, with CRM and Aspect UIP, has transformed the organisations focus on Customer Management, and ulitmately improved agent productivity.
Tuesday 8 March12:30 PM - 1:00 PM
The Collaborative Contact Centre
Tom Perry, Director of Marketing EMEA, ShoreTel
John Paterson, IT Manager, The Consumer Credit Counselling service
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Come & find out how new type of contact centre which places direct collaboration with customers at its heart has revolutionised the operations on CCCS the UK’s largest debt charityShoretel’s Enterprise Contact Centre has been at the centre of a revolution for CCCS and their 500 agents based
Tuesday 8 March12:30 PM - 1:00 PM
Karen Ainley, Sage 200 Product Manager , Sage UK
Duncan Wood, CRM Product Manager, Sage UK
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The emergence of mobile working is changing the face of business as we know it. At a time when cost savings are paramount, many companies are using mobile devices and applications to increase the efficiency of their workforce, gain a competitive advantage and enable more informed decision making at a
Tuesday 8 March12:30 PM - 1:30 PM
The New Collaboration Experience
Dave Thomson, European Marketing Manager - Unified Communications & Collaboration (UC&C) , Cisco
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Dave Thomson, Cisco Collaboration Marketing Manager for UK&I will be discussing Cisco’s vision of the New Collaboration Experience. In this session we will talk about what these new capabilities bring for your users and your business.
Tuesday 8 March2:30 PM - 3:00 PM
Xabier Ormazabal, Senior Manager Product Marketing, Salesforce
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The consumer web has taught users the accessibility, speed and value of mobile apps. Business apps offer companies the same ability to drive inter-departmental communication and greater productivity. This session will cover how collaboration and real-time updates of critical CRM data can help you get the most out of your
Tuesday 8 March3:10 PM - 3:40 PM
Laurence Buchanan, Executive Consultant / CRM & Social CRM, CapGemini UK
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An examination of how the popular Sci-fi movies can serve as a guide for the changes Social CRM is introducing to companies.
