Seminar Theater 2

11.00 - 11.30

Thomas O’Banion - First Orion

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.

11.45 - 12.15

Lance Fried - Nextiva

Session will focus on the innovation in Al for Customer Experience and how it is being leveraged to remove consumer friction, improve experiences and unlock instant value. Focus on agent tools and instrumentation that supports better outcomes for all participants.

12.30 - 13.00

Simon Black - Awaken Intelligence Limited

The next great performance leap in the contact center will be driven by real-time services that will transform the agent and customer experience. Live agent assistance, real-time insights, and systems interconnectivity (including data capture and writeback) will ensure agents have never felt so supported and able to deliver improved outcomes for customers. In this session, Simon Black, CEO of Awaken Intelligence, will share customer stories of transformation, unlocked through the power of technology and generative AI.

13.15 - 13.45

Shelley Dunagan - Transaction Network Services (TNS)

Technology veteran, Shelley Dunagan, will explore the findings from a new Executive Brief by leading analyst firm Frost & Sullivan on how contact centers are empowering consumers to answer their calls. Learn how branded calling is helping contact centers to digitally transform the voice channel and retain customers through a competitive edge based on enhanced conversion rates, call durations and answer rates.

14.00 - 14.30

Jeffry Williams - Worldwide Tech Connections

The Worldwide Tech Connections Language as a Service Platform enables your company to deliver speech to speech, speech to text, text to text, and text to speech through its robust API and SDK to empower your company to deliver multilingual, real-time services. WWTC is a sole-source provider of outbound calling to any delivery ie. landlines. Demonstration will include multilingual forms, global text messaging, real time scan and communicate, multilingual video conferencing, and multilingual correspondence will also be shown.

14.45 - 15.15

Adam Boelke - Alignment Advantage Group

Most leaders are clear on the impact employee engagement has on boosting operational and company performance but the daily fire drills and shifting priorities make it challenging to know where to start. In this presentation, participants will learn the 7 culture principles necessary to proactively create a culture of engagement that’s proven to drive bottom-line results, a world-class customer experience, and significantly reduce the daily fire drills.