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Award Category Sponsors

8×8

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.

Blue Prism

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 Quality

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

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.

Diabolocom

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/.

Ipsos MORI

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.

NICE

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

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

Sensée

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.

ServiceNow

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

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

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

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

Contact-Centres.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

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.