Main Event Sponsor
Sabio is delighted to support the 2021 UK National Contact Centre Awards as main event sponsors. Sabio Group, which includes Sabio, Anana, Dvelp, flexAnswer and Coverage Group, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences. Through its own technology and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio and Google, Sabio Group helps organisations to optimise their customer journeys by making better decisions across their multiple contact channels. The group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, Essent, GovTech, HomeServe, Liverpool Victoria, M1, Office Depot, Saga, Sainsbury’s Argos, Telefónica, Think Money and Transcom Worldwide.
For more information:
+ 44(0)344 412 3000
Award Category Sponsors
8×8 is a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions powered by one global cloud communications platform. 8×8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business. For additional information, visit www.8×8.co.uk, or follow 8×8 on LinkedIn, Twitter and Facebook.
As the Robotic Process Automation (RPA) pioneer, Blue Prism is the trusted, secure Intelligent Automation choice for the Fortune 500 and public sector. Today, Blue Prism’s connected-RPA joins operational leaders with accessible, advanced cognitive technologies and a community of experts to bridge the gap between human and digital workers, while strengthening the capabilities of the 21st century workforce.
More than 1,500 global enterprise customers leverage connected-RPA on-premises, in the cloud, or as an integrated solution in a hybrid cloud environment, empowering their people to automate billions of transactions while returning millions of hours of work back to the business. Visit www.blueprism.com.
BPA has been the global leader in providing Managed Quality Assurance Services for contact centres worldwide for more than 25 years.
We work with some of the world’s biggest organisations with one aim: to improve customer experience and through this deliver increased sales, retention, loyalty, cost optimisation and profitability.
For more information, go to www.bpaquality.co.uk
CallMiner is a proud provider of post-contact and real-time multi-channel speech analytics solutions for improving agent performance and customer intelligence. Founded in 2002, CallMiner pioneered the speech analytics industry and with years of industry leadership and over 2 billion hours of conversations mined, are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions. CallMiner empowers organisations of any size to extract and take action on intelligence from customer interactions for improving customer experience, sales, marketing, and compliance, as well as agent and customer engagement centre performance. Highlighted by industry recognition as the leader in AI fueled speech analytics along with the well-known success of our diversified customer base including multiple international customer achievement awards, CallMiner’s advance technology suite provides exceptional, demonstrable ROI for its customer in both the short and long term. For more information, visit www.callminer.com.
Citrix helps organisations deliver a consistent and secure work experience no matter where work needs to get done—in the office, at home, or in the field.
Our digital workspace solutions give each employee the resources and space they need to do their very best work. And our platform brings user experience, IT flexibility and security together to foster innovation, resilience and business continuity — all while removing the limits of geography, devices, networks and even clouds to deliver a better employee experience.
Our solutions alone don’t improve employee engagement. However, when technology empowers people to focus on individual progress, they are more likely to stay engaged.
An employee’s subjective experience of technological environments only
Employees should feel a sense of empowerment and gain insight while using a tool. The quality of this interaction can have a significant impact on the overall employee experience. A good user experience enables focus.
Diabolocom is the customer interaction management solution for customer services, contact centers and sales teams.
Thanks to its quick implementation, intuitive interface, ability to integrate with information systems and local business support, Diabolocom enables customers to have the best possible experience and companies to improve their operational performance.
To find out why more than 300 companies on 5 continents have chosen Diabolocom, take a look at our customer success stories. Visit us at www.diabolocom.com/en/.
In our world of rapid change, the need for reliable information to make confident decisions has never been greater.
At Ipsos we believe our clients need more than a data supplier, they need a partner who can produce accurate and relevant information and turn it into actionable truth.
This is why our passionately curious experts not only provide the most precise measurement, but shape it to provide True Understanding of Society, Markets and People.
To do this we use the best of science, technology and know-how and apply the principles of security, simplicity, speed and substance to everything we do. Visit us at www.ipsos.com/en.
At Jabra we have unique expertise through professional sound – we help contact centres of all types and sizes to reach their full potential.
To aid productivity and increase customer satisfaction we have developed a range of solutions that empower agents wherever they work.
Jabra professional corded and wireless headsets provide outstanding call quality, intelligence and all-day comfort, including features such as noise-cancellation, enhanced hearing protection, live agent guidance and call analytics; ideal for people who talk for a living.
Unleash the power of conversation with Jabra www.jabra.co.uk/contact-centre
Five9 is an industry-leading provider of cloud contact centre solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating more than six billion call minutes annually. The Five9 Intelligent Cloud Contact Centre provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centres increase productivity, be agile, boost revenue, and create customer trust and loyalty.
For more information, go to https://www.five9.com/en-uk
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organisations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organisations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organisations in more than 150 countries, including over 80 of the Fortune 100 companies, are using NICE solutions.
For more information, go to www.nice.com.
Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Our cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for your customers and a satisfying, engaging experience for your service agents.
Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 350 clients around the world. Odigo is a Capgemini brand, which means we benefit from the scale and expertise of one of the world’s foremost providers of consulting, technology services and digital transformation.
Visit us at: www.odigo.com
Poly is a global communications company that powers meaningful human connection and collaboration. Poly combines legendary audio expertise and powerful video and conferencing capabilities to overcome the distractions, complexity and distance that make communication in and out of the workplace challenging. Poly believes in solutions that make life easier when they work together and with our partner’s services. Our headsets, software, desk phones, audio and video conferencing, analytics and services are used worldwide and are a leading choice for every kind of workspace. For more information, please visit: www.poly.com.
Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. Our award-winning Customer Service Platform consists of three fully integrated, cloud-based solutions, including an omni-channel and AI-enabled Contact Centre, advanced email and Ticketing and Workforce Management, which are easy to use, quick to set-up and scalable for contact centres of all sizes. Customers can also customise the platform with dozens of third-party integrations available through our Puzzel Marketplace. Puzzel was recognised as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Centre as a Service in Western Europe and ranked in the top three European CCaaS providers for 2020 by Frost & Sullivan. Based in Norway, and with offices across Scandinavia, Europe, the UK and Asia, we work with more than 1,000 customers across 40 different countries, helping businesses to achieve success beyond voice, connected experiences and empowered employees. For more information, please visit www.puzzel.com.
Passionate about helping organisations grow and nurture their customer base, ResQ is a partner of choice for many market leading brands in the UK, handling over 7 million customer interactions every year. An outsourced contact centre specialist with UK sites in Hull and Seaham, the ResQ team is committed to delivering a world-class customer experience through engaged people who live and breathe the customers’ brand, supercharged with the most advanced technologies that keep them ahead of the competition. For more information go to www.resqcs.co.uk.
RingCentral work with their customers to reimagine the world of business communications and collaboration. This relentless passion to innovate has made them the #1 cloud communications provider worldwide, and they don’t plan on stopping there. Technology breaks down barriers and unlocks potential, making it easy for people to do their best work together. In today’s mobile world, this means giving teams, partners, and customers the ability to communicate, collaborate, and connect the way they want on any device, anywhere, anytime. For more information, please visit: ringcentral.co.uk.
Sensée is a unique business that provides customer contact via the phone, webchat, social media and email for forward thinking brands including Bupa, L&G, DPD, SSE and Allianz.
All 800 of Sensée’s customer service team, work from their own homes in the UK and Ireland, they schedule their own hours and they don’t have to battle with the daily commute.
As an ethical organisation Sensée is a Real Living Wage employer and thoroughly opposes one-sided Zero-Hour and Self-Employment contracts.
Sensée is a proud equal opportunities employer and believes that diversity is a great strength with a mix of people — including many from often underrepresented groups: the elderly, women; rurally disaffected communities; those with disabilities and LGBTQ— providing a balanced and very high-quality workforce.
For more information, go to www.sensee.co.uk.
In today’s service-based economy, keeping customers loyal is paramount to growing and sustaining your business. ServiceNow helps you drive fierce customer loyalty with connected digital workflows which join customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end. Monitor trends and customers’ products and services to notify customers potentially affected by issues as well as proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests with the portal, service catalog, virtual agent, and online communities.
ServiceNow delivers digital workflows that create great experiences and unlock productivity. This is the future of work. Learn more at: https://www.servicenow.com/solutions/customer-loyalty.html
TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience services provider focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands. The Company’s TTEC Digital business provides insight-driven, outcome-based and AI-enabled omnichannel cloud platforms and CX consulting solutions and its TTEC Engage business delivers operational excellence through customer care, acquisition, retention, fraud prevention and detection, and content moderation services. Founded in 1982, the Company’s 48,000 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit www.ttec.com/emea.
Verint is “The Customer Engagement Company.” We help organizations simplify and modernize the way they engage customers and employees within their contact centre, branch, back office and marketing departments.
Our portfolio of cloud and hybrid solutions is designed with the latest AI and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organization.
With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement. Together with our vast global partner network, we can help you evolve and modernize your entire customer engagement operation, while protecting your legacy investments.
Learn more at http://www.verint.com and NASDAQ: VRNT.
MyCustomer.com is the only destination that provides guidance on engaging and serving customers across their entire journey – from path to purchase and beyond. We provide access to key decision makers across marketing, sales, customer service and IT roles. We offer credible engagement of senior professionals and influencers from across industry via our leading content and social reach. Core themes include data-driven marketing and customer experience management. Marketing Managers and C-level directors make up nearly half of the total readership.
Visit us at www.mycustomer.com
147 Media Ltd is based just outside of the University City of Cambridge and was launched in June 2001 to publish contact-centres; originally in printed format we subsequently went’ digital’ in May 2005 both with the strap line ‘everything contact centres’.
Experience of publishing both online and in print format confirmed that the fastest way to get up to date news and information to our subscribers was to concentrate solely on the website – which we did.
Using this philosophy we aim to bring our subscribers the most up to date news and information from the contact centre industry; to achieve this we have built a network of contacts within contact centres, PR and marketing agencies.
For further information visit us at www.contact-centres.com.
Brainfood Consulting provides customer strategy services. This includes call centres, online, stores and social channels. I provide latest thinking, team facilitation, strategy co-creation and implementation planning. I also offer blogging and speaker services. Visit www.brainfoodextra.com for more information.
UK National Contact Centre Academy
Developing the contact centre management professional is at the heart of the CCMA values. That’s why the UK National Contact Centre Academy was formed. This unique training organisation draws on the broad and practical in-depth contact centre experience at the CCMA. Our trainers have led best practice and award winning operations.
No matter where you are in your contact centre career, we’re here to help. From developing a confident advisor, to becoming an effective Team Manager and Contact Centre Professional, to succeeding as a strategic leader in customer contact, our training programmes will help you achieve your goals.
For more information, go to www.contactcentreacademy.com.