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Las Vegas Convention Center

April 16th & 17th 2025

Apr 16 & 17 / 2025

LVCC, Las Vegas

Thomas O’Banion: Speaking at the Call and Contact Center Expo USA

Thomas O’Banion

First Orion

Optimizing Efficiency and Security in the Call Center

Call and contact centers are constantly faced with new challenges to improve productivity and security. Improving agent efficiency and experience goes beyond hiring, training, and optimizing workflows. Sometimes the issue is external, caused by nefarious activity by scammers and nuisance callers who have eroded trust in the phone call. As a result, agents spend a lot of time making repeat calls and relying on callbacks in order to meet the clients’ expectations.

To reduce the number of outbound calls, improve talk times, and deliver a more trusted customer experience, CPaaS and UCaaS providers need to adopt forward-thinking technologies such as branded calling. Restoring trust and transparency in the phone call elevates this communication channel and makes your business more competitive.