Agenda – Take the Leap into the Digital World

09.00-10.00 Registration and Coffee
10.00-12.30 Thought Leader & Panel Debate Boardroom – Morning Session 1 Boardroom – Morning Session 1

Enghouse Proteus - Call Billing, Reporting, Security & Compliance Management / Kieran Mullins, Channel Account Director - Enghouse Interactive

The world of communications has changed greatly since the conception of call management tools. See how Proteus has evolved to meet the shifting needs and demands of clients and their customers, to advance from traditional cost savings and utilisation reporting to become part of companies’ compliance and business intelligence capabilities.
10.00-12.30 Thought Leader & Panel Debate
10.00-10.10

Welcome & Introduction / Jeremy Payne, International VP, Marketing - Enghouse Interactive

Jeremy will set the scene for the day as we start to explore the leap in the Digital World.
10.10-10.40

How to Break Down Barriers Between Channels & Teams, to 'join the dots' for Customers, Using Experience Design / Clare Muscutt, Head of Customer Experience - Sainsbury's

Clare’s keynote will bring to life some of the tools used to design CX at Sainsbury’s and share how to break down barriers between channels to join the dots for your customers.
10.40-11.00

Top Tips for Leveraging Microsoft within the Customer Experience / Ian Woolner, Partner Development Manager - Microsoft

Actively ensuring customers and prospects enjoy positive interactions at every touchpoint with your organisation is vital to any business that wants to offer an world-class experience. Hear from Ian Woolner from Microsoft as he takes you through his top tips to leveraging Microsoft applications to improve the customer journey and boost productivity across your business.
11.00-11.30 Coffee Break/change-over
11.30-12.30 Thought Leader & Panel DebateBoardroom – Morning Session 2 Boardroom – Morning Session 2

CTI Developer Community - Integration for Greater Success / Gavin Pickets, European Channel Director - Enghouse Interactive

Join the unique Enghouse Interactive Developers Community to help you develop and create applications and solutions to integrate your Unified Communications and specialist Contact Centres. Share ideas on creating bespoke applications with your peers and explore product updates and demos of the latest innovations for our application generator (Communications Portal) and CTI middleware (CTi Connect). You can also work towards becoming a certified Enghouse Interactive Development Partner with huge benefits. Join us to learn more.
11.30-12.30 Thought Leader & Panel Debate
11.30-11.50

RingGo Parking - Automation: The Key to Improving Customer Satisfaction and Maximising Return on Investment / Anne Snelson, Head of Marketing - RingGo Parking

Anne will share insights into how and why the UK’s leading cashless parking service, RingGo, has been developed in order to encourage customers to self-serve. Starting from the early days of IVR, Anne will talk through the lessons learnt, highlighting how RingGo’s multichannel strategy supports customers through every stage of their RingGo lifecycle.
11.50-12.10

Adopting a Global Approach to Contact Centre Deployments to Meet Business Demand and Control Costs / Sally Astbury, Head of Product - Contact Centres - GSK

Developing a contact centre strategy, which operates efficiently across multiple brands, geographies and time zones, is no easy feat. Looking to the future, Sally Astbury will share her top tips on how you can bring economies of scale through global solutions but still deliver a local approach to individual multichannel customer needs and brands.
12.10-12.45

Panel Debate - hosted by Jonty Pearce, Editor - Call Centre Helper

During this session you have the opportunity to quiz our panel including Sainsbury’s, RingGo, Microsoft, GSK and Ventana Research on different topics including “Assisted and Automated – Getting the right balance” and “How do you measure success in the Digital Age”.
12.45-1.45 Lunch / Partner Solutions Zone
Customer Insight – Sponsored by GCI Customer Insight – Sponsored by 5i Customer Insight – Sponsored by 4net Technologies Boardroom – Partner Enablement
1.45-2.15 Customer Insight – Sponsored by GCI

Dimensions 2020, Supporting Great Lives & Achieving Fantastic Outcomes / Karl Roberts - GCI & Mark Verrier - Dimensions UK

Dimensions 2020 – A Strategic Vision for the Dimensions Group. Dimensions undertook a strategic review with the objective of transforming the organisation from the ordinary to the exemplary. Dimensions are focused on delivering outstanding care and support. To achieve this a core of close partnerships was key to provide high levels of service and flexibility. Dimensions believe cultural values are also key alongside market leading technology to deliver digital transformation to the people Dimensions support.
Customer Insight – Sponsored by 5i

Bringing Stronger Customer Relationships through Enghouse / Donald Riordan, Head of IT - Pallas Foods, Daniels Jagtiani, Director of Sales & Jay Bradley, Head of Technical Operations & Microsoft Practice - 5i

Pallas Foods is a long-established and successful food distribution company whose contact centre agents take orders from a wide range of customers. Enghouse improves time to answer, providing agents with more time to sell. Critically, call routing ensures the right person or team is able to quickly pick up calls from allocated customers, enabling them to strengthen relationships and grow their understanding of individual customer needs.
Customer Insight – Sponsored by 4net Technologies

The Changing Face of Customer Contact - Helping Organisations Transform Their Services / Richard Pennington, Managing Director, 4net Technologies

Today’s customers expect to interact with your business how and when they want, and they expect consistent experiences across all channels. This has meant new challenges for the contact centre from managing multi-channels to ensuring you have the right resources and skill sets in place to respond to enquiries. This session will investigate the most appropriate technology and applications for your organisation to improve performance, drive customer interaction, enhance the customer experience and increase agent productivity within your contact centre– delivering competitive advantage but most of all seamlessly and cost effectively integrating them with your existing infrastructure.
Boardroom – Partner Enablement

Westcon Partner Development Services - Delivering Results Together Barry Langmaid, Commercial Manager, Enghouse - Westcon

At Westcon-Comstor, we play a unique role in your go-to-market strategy by creating the programs and support you need to accelerate your business growth. Our aim is to add real value by delivering different application layers on top of your core product proposition to create richer solutions for your clients. From end to end we are focused on your success. Come along and explore Westcon’s capabilities and the opportunities that the Enghouse Interactive portfolio can provide.
2.15-2.25 Change-over
2.25-3.00 Customer Insight – Sponsored by GCI

Enhance the Customer Experience with Intuitive Self-service / Gavin Rogerson - HomeGroup & Anthony Stephenson, Product Director - Enghouse

Housing Association, Home Group, may have a long and illustrious history, but it doesn’t believe in relying on the past to shape its work today. It embraces technology wherever it can to create efficiencies and help improve the lives of its customers. Hear how Home Group are working with Enghouse to enable their tenants to self-serve through two way outbound notifications, enhancing the lives of their customers and improving efficiencies within the organisation.
Customer Insight – Sponsored by 5i/Coretx

Bringing Emotional Intelligence into the Contact Centre / Niels Richthof, Senior Solutions Specialist - Enghouse Interactive

Balancing the goals of the business and the customer whilst providing consistent quality of service and remaining compliant all at the same time can be a difficult and ever changing task. Using real customer examples this session will take you through useful strategies for evaluating agents, identifying gaps in training, methods to reduce liability and tactics to boost agent skill levels, satisfaction and retention.
Customer Insight – Sponsored by 4net Technologies

Outbound Predictive Dialler - How to Accelerate Customer Improvements / Simon Adnett - Enghouse Interactive & Jasbir Singh - The Direct Travel Team

Hear from Jasbir Singh, Managing Director at Direct Travel Team and Simon Adnett, Solutions Sales Specialist at Enghouse Interactive on how Outbound Predictive Dialler helped accelerate call centre productivity and enhanced the customer experience. Find out how Direct Travel Team boosted the effectiveness of outbound campaigns and increased talk time, and how they reduced costs and added greater flexibility through short campaign set up times.
Boardroom – Partner Enablement

Contact Centre Sales for the Channel / Jay Bradley, Head of Technical Operations & Microsoft Practice & Daniel Jagtiani, Director of Sales - 5i

5i presents the hidden opportunities within your customer base to maximise technology from global giants such as Cisco and Microsoft, by incorporating Enghouse interactive Contact Centre solutions. The discussion will touch on the speed and ease of engagement, the all-encompassing programme support and the extensive revenue opportunities available.
3.00-3.30 Coffee Break
3.30-4.00 Customer Insight – Sponsored by GCI

Voice Biometrics - Your Voice is Your Password / Robin Bortz, Director, Voice Biometrics, EMEA - Nuance

Traditional methods of verification are dead! Consumers are demanding frictionless and seamless verification while enhancing security. Did you know that your voice is as unique as your fingerprint? It is, and voice biometrics is faster and far more secure and according to Opus Research in 2020 “…over half a billion individuals will be able to use spoken words, rather than PINs, passwords or answers to personal questions …” Learn why companies large and small are choosing voice biometric authentication to enhance their security protocols while increasing their customer’s satisfaction.
Customer Insight – Sponsored by 5i

Anticipating Your Customers' Needs / Martin Hill-Wilson, Founder - Brainfood Consulting

A proactive service strategy is based on anticipating your customers’ needs. It’s about getting there before customers consciously recognise the need to make contact. Hear from Martin Hill Wilson, from BrainFood Consulting who shares his secrets of how to find patterns of repeated behaviour in your customer journeys and improve on them. The outcome is a win-win, a reduced cost to serve and happier customers.
Customer Insight – Sponsored by 4net Technologies

How do you Build Inherent Flexibility & Agility with a Cloud Contact Centre / Andy Clune, VP Sales & Business Development - Enghouse

For organisations today, the technology refresh cycle creates a milestone decision point – stay ‘in house’ or ‘go cloud’. Localised insight, control and responsiveness have always driven operational benefit, but few can ignore the acceleration in shift towards cloud-based solutions. In this session, Andy will explore how flexibility and agility in cloud contact centre is achieved using appropriate tools and interfaces, systems management processes, commercial adaptability and expert partners able to offer best practice gained through a broad understanding of target market segments.
Boardroom – Partner Enablement

MyWorld - Extending Your Reach Into the Skype For Business Ecosystem / Nick Palmer, UK Head of Professional Services - ScanSource Imago

Skype For Business changes the business world with its incredible flexibility. This complexity is challenging for customers and partners alike, with customers knowing what they want to achieve, but not how to do it, and many partners lacking expertise to advise.
Our MyWorld partner program gives you the skills and experience to guide your customer and ensure they get the right solution from a market leading range of SfB compatible solutions.
4.00-4.10 Change-over
4.10-4.30

Getting the Fundamentals Right in a Digital Age / Jeremy Payne, International VP, Marketing - Enghouse Interactive & Richard Snow, VP & Research Director - Ventana

Jeremy and Richard will share their views and opinions of a recent Enghouse Interactive survey focused on how consumers would ideally like to interact with a business.
4.30-4.50

Botman vs Super Agent - What the Future Really Looks Like / Dr Nicola Millard - BT Global

Are we about to witness a clash of the Titans between Botman (automation, self-service and chatbots) and Superagents (our frontline employees). In her presentation Nicola will look into the future and explore how man and machine can work in harmony in an evolving digital world.
4.50-5.30
5.30-8.00 VIP Drinks – DNA