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Award Category Sponsors

8×8

8×8 is the provider of the world’s first Communications Cloud that combines unified communications, team collaboration, contact centre and analytics in a single, open and real-time platform.

8×8 Virtual Contact Centre is a fully integrated cloud-based call centre solution that works with any broadband Internet connection and provides enterprise class functionality. This means you can deploy and operate multi channel contact centres quickly and effectively, without the time and expense of purchasing, installing and maintaining costly, specialised equipment. We offer features such as skills based routing, multi media management, real time monitoring and reporting, voice recording and logging, historical reporting, interactive voice response and integration with third party CRM and ERP solutions and case management tools such as Salesforce.com, Netsuite and Zendesk.

For more information, go to www.8×8.com/uk.

Avaya

As a global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid. Today’s digital world centers on communications enablement, and no other company is better positioned to do this than Avaya.

Optimize Your Customer Experience Across All Channels
Social media. SMS. Web chat. Mobile apps. They’re all now essential stops on the customer experience journey. Each offers a new way for customers to interact with your brand. But each adds one more venue where a poor experience can diminish customer lifetime value—and push them into the arms of your competition.

Let Avaya help you achieve a 360° view of your customers. Understand their histories. Anticipate their needs. And deliver personalized, exceptional experiences across every channel.

For more information, go to www.avaya.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

Connex One

The Connex One Customer Engagement Platform enables inbound and outbound customer interactions through a secure, cloud based, omnichannel engine. The feature rich platform offers everything from AI and Automation to Workforce Optimision to consolidate the customer journey into one place.

Our clients see vast improvements in customer satisfaction rankings, reduced costs per interaction and are able to efficiently meet demanding SLAs with increased visibility and insightful reporting.

Tipped as one of the top 20 North West companies to watch in 2020 and with a growth rate of over 300%, Connex One attribute their success to the versatility of the platform to enrich both clients and their customers experience.

For more information visit www.connexone.co.uk.

MERJE

MERJE is an award-winning recruitment consultancy with a focus on permanent and contract roles in Customer Contact. We cover the UK in all sectors and seniorities, from Senior Management to entry-level roles. With experienced market experts in both our London and Manchester offices, and a dedicated Front-Line Talent team for volume campaigns, we make it our mission to understand your individual needs — whether you are looking to recruit the most talented employees or exploring your next career move. Visit: www.merje.com.

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, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for 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 200 clients around the world.

Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/

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.

Talkdesk

Talkdesk is an enterprise cloud contact centre that empowers companies to make customer experience their competitive advantage. It combines enterprise performance with consumer simplicity, so you can easily improve your customer satisfaction and increase productivity.

Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com

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.

MyCustomer.com

MyCustomer.com is Europe’s leading online resource for customer-focused professionals, with over 100,000 members. Sharing news and advice on fields including customer service, marketing, sales and CRM. MyCustomer.com is a vital hub for business leaders looking to enhance every part of the customer experience they deliver. With a network of expert contributors from around the globe and a focus on strategy, technology and in-depth research, members of the MyCustomer community are able to tap into a wealth of knowledge and receive the most comprehensive view of the trends affecting and influencing the world of customer management.

Visit us at www.mycustomer.com

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.

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.

Get in touch

For more information, go to www.contactcentreacademy.com.