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27 & 28 MARCH 2019



Cloud Contact Centre Masterclass

The contact centre is changing! A transition towards an agile platform better able to serve omnichannel communities across sales, support and customer collaboration. Powered by the cloud, combined with innovative analytics technologies and even AI, the Cloud Contact Centre is delivering new insights into customer and agent behaviour to improve services while driving down costs.

The Masterclass sessions provides a forum for learning from technical and business experts alongside real world customers peers. A candid and educational destination that examines technology, people and processes to help guide you towards a successful cloud transition with sessions for beginners, intermediary and advanced participants.

Wednesday 11:00-12:00: Omnichannel Collaboration in the Cloud

Today’s consumers expect customer service through more than just the traditional phone call. This includes service through web portals, email, text messaging and even video. Learn how cloud communications allows instant delivery of any customer contact – no matter their preferred media. We’ll examine new ways that you can collaborate with customers to share information while effectively addressing the contact the first time.

Wednesday 12:00-13:00: Optimum Credit case study – Transition to the cloud

Merely moving your infrastructure to the cloud isn’t the be all and end all, it is just the beginning. It is what you do with it once in the cloud that sets you apart, and with the plethora of services that are now readily available to consume it is possible to transform your customer journey much more easily than has previously been the case. That’s why choosing a telecoms partner that embraces this philosophy is critical to achieving your ambitions.

Wednesday 13:00-14:00: Collaborative Contact Centre

RingCentral’s cloud-based business communications and collaboration solutions allows companies to manage the customer experience beyond the Contact Centre. By providing agents with collaboration tools to access experts, and connecting customers with the right resources anywhere, you can resolve issues faster and sell more. Learn how to make the most of collaboration within your Contact Centre environment to empower your agents and provide them with the support and skills required.

Wednesday 14:00-15:00: Lessons learnt from managing a World-class Support Contact Centre.

How can one effectively manage a world-class support organisation with Contact Centre tools? This session will explore the dynamic and intuitive Workforce Management facilities RingCentral Contact Centre provides, along with effective use of wall boards, the power of QA auditing and simplifying the complex world of skills. We will dive into an actual live support call-centre to demonstrate the powerful tools RingCentral Call Centre offers, such as SmartIVR in conjunction with Salesforce, on-the-fly agent productivity analysis and the Supervisor console iPad application.

Wednesday 15:00-16:00: The voice of the customer is loud but are you listening?

In the age of the customer, brands are defined by the experiences they offer. A revolution is on the horizon and innovations such as AI and virtual reality will reshape the customer experience allowing brands to cater for customers who increasingly favour self-service to human interaction. But knowing what customers want and clearly listening to what they are saying can often give conflicting messages. What are the top issues leading brands are concerned with, and what key recommendations do you need to consider for the future?

Thursday 11:00-12:00: The AA & our Home-Agent Revolution

What can it potentially deliver for HomeAgents in terms of reduced time and travel savings, better work-life-balance? What can it deliver for companies in terms of more – efficient scheduling, improved employee engagement and high productivity. Real life examples from AA, the first UK company to embrace modern Home-Agent models nearly two decades ago. Plus statistical results from its recent HomeAgent survey.

Thursday 12:00-13:00: Leveraging Cloud Contact Centre for improved Agent Retention and Amazing Customer Experience

Has agent retention been an issue? Do you wish that you had a better handle on your contact centre operation? Is your customer satisfaction statistics not where you want them to be? In this session, we will explore the latest developments in cloud contact centre technology and take you on a journey that will illustrate ways in which you can transform your business by taking advantage of the best that cloud has to offer.

Thursday 13:00-14:00: Transformation and Customer Service: A detailed look into WebRTC, ChatBots & Omnichannel

Omnichannel customer experience using inContact, live demonstration.

Thursday 14:00-15:00: Gamification Revisited - Gimmick or Game Changer

Is gamification a short-term gimmick or a long-term game changer? Join us for an in-depth discussion of the do’s and don’ts of game mechanics and explore some examples that target common business use cases. Learn about the impressive ROI results recognized by an inContact customer through the proper execution of game strategy. Bring your questions to the session too for a chance to interact with our inView experts.

Thursday 15:00-16:00: Three Ways That AI Will Change the Way Your Business Communicates

AI is one of the hottest buzz words in the technology industry today – we are applying it to any and all problems we see across all sectors.

The communications industry has long been a proving ground for new technologies with high demands on quality and usability - and the first question we should be asking is whether AI even fits.

In this talk, Daniel explores firstly whether AI is actually something we should be applying to Contact Centres – and them what some of the key ways we will see it affecting us.

dont miss



  • 11:00 - Omnichannel Collaboration in the Cloud: Doug Whitaker, RVP Contact Centre, RingCentral
  • 12:00 - Cloud: it’s what you do with it that counts!: Paul Strinati, IT Director & Ben Westlake, Solution Architect, Optimum Credit Ltd
  • 13:00 - Collaborative Contact Centre:John Finch, AVP of Contact Center Product Marketing, RingCentral
  • 14:00 - Lessons learnt from managing a World-class Support Contact Centre.: Shaun Spivak, Head of Customer Care – EMEA, RingCentral
  • 15:00 - The voice of the customer is loud but are you listening?: Pauline Cochrane, Head of Research & Partnerships, CCA Global


  • 11:00 - The AA & our Home-Agent Revolution: Darron Burness, Teleworking Operations Manager, The AA & Michael Gray, Chief Marketing Officer, The UK Contact Centre Forum
  • 12:00 - Leveraging Cloud Contact Centre for improved Agent Retention and Amazing Customer Experience: Arto Keshishian, Channel & Partners Director EMEA, NICE inContact
  • 13:00 - A detailed look into WebRTC, ChatBots & Omnichannel: Dave Pattman, Innovation Director at Webhelp
  • 14:00 - Gamification Revisited - Gimmick or Game Changer: Paul Liljenquist, President, ClearView
  • 15:00 - Three Ways That AI Will Change the Way Your Business Communicates: Daniel Yin, Head of Product EMEA, RingCentral