ECCCSA 2018 Sponsors

Main sponsor

Sabio

As a leading customer contact technology specialist, Sabio is delighted to join forces with Avaya in sponsoring the 2018 ECCCSAs. Our support reflects Sabio’s ongoing commitment to delivering award-winning customer contact performance. As one of Avaya’s longest-standing Platinum Partners, Sabio is proud to recognise all this year’s finalists and their determination to transform contact centre performance.

Sabio deliver 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, Sabio helps organisations to optimise their customer journeys by making better decisions across their multiple contact channels. Visit www.sabio.co.uk or follow @SabioSense.

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.

Aspect

Aspect helps enterprises break down the walls between people, processes, systems and data sources, empowering organisations to unite around the customer journey. Our customer engagement centre offers native interaction management, workforce optimisation and self-service capabilities that drive dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging all the benefits of the cloud and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained.

For more information, visit www.aspect.com/uk.

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

CCMA

The CCMA is the longest established association representing the call centre industry in the UK. We support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training

Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments

Our membership association is not for profit, and our board is made up of people who work full time in the industry in operational roles. We are run by our members for our members.

For more information, go to www.ccma.org.uk.

Capgemini Odigo

Capgemini’s Odigo™ solution delivers a cloud native Software-as-a-Service platform, designed to enable organisations to achieve a seamless, omni-channel, engagement with their clients.

Our solution works across inbound and outbound voice and digital channels, seamlessly integrating a customers’ journey with significant flexibility. Our specialities also includes competencies in, omni-channel chatbots, biometrics and natural language. In essence, you create an architecture of engagement that is able to accommodate the most arduous of client interactions.

Odigo allows you, to not only design journeys to match and exceed the best brands in the market, but to also drive agent empowerment through a single UX that integrates all the information required to resolve enquiries, carries context across channels and offers tools to enhance next best action decisioning. With more than 66% of customers finding service issues exhausting to deal with, Odigo provides the framework to enable a frictionless engagement.

For more information click here.

CIM

For over 100 years, CIM has supported, represented and developed marketers, teams, leaders and the profession. We’re the world’s leading professional marketing body with over 28,000 members worldwide, including more than 3,000 Chartered Marketers. We believe marketing is the critical factor in driving long term organisational performance. Our mission is to create marketing advantage for the benefit of professionals, business and society.

For more information, go to www.cim.co.uk.

Customer Management Resourcing

Customer Management Resourcing (CMR) are a boutique recruitment agency that specialize in mid-executive level roles in Customer Management, offering permanent and interim contract solutions – they are European leaders of talent acquisition in AI, Contact Centres & CX, which includes Customer Operations/Contact Centres, Robotic Process Automation (RPA), Customer Experience (CX) & Insight, BPO and Change & Transformation.

If you’re interested in learning more please contact their Managing Director, Paul Carter on paul@WeAreCMR.co.uk or visit http://wearecmr.co.uk.

Content Guru

Content Guru was founded in 2005 and is headquartered in Bracknell, UK, at the heart of Europe’s ‘Tech Valley’, with offices in Germany, the Netherlands, and across North America, with a further presence in Malaysia, India and Ireland.

The company is a member of the Redwood Technologies Group alongside Redwood Technologies, which was founded in 1993 as an innovator in multi-channel communications systems. Content Guru’s core technology has been continually refined and developed since this time to ensure that the company’s services continue to push the boundaries of communications by building on a solid underlying architecture, with Redwood lending a dedicated R&D function.

Hundreds of the largest organizations in over 60 countries across the world are powered by the storm®, in sectors ranging from utilities through finance and travel to central government, and include NHS, Serco, Sodexo, G4S and EDF Energy.

For more information, go to www.contentguru.com

Douglas Jackson

Our team has over 80 years’ recruitment experience between them, with 20+ years’ specifically within Customer Contact Recruitment Consultancy and Customer Strategy Executive Search.

Douglas Jackson works exclusively to recruit executive level, management and strategic level appointments for UK, international and offshore Customer Strategy, Digital, Contact Centre, Call Centre, Telesales and Customer Service markets. Recruiting at Director, Head of Department, Managerial as well as skilled support Analyst levels, we offer a professional, personal and honest service, working with you as a true recruitment partner.

For more information, go to www.douglas-jackson.com.

ECCCO

ECCCO’s aim is to encourage and assist in the development of European National Contact Centre Associations by bringing together all the European National Associations / Organisations, fostering free and frank information exchange on issues relating to Call Centre services. Using our combined voice to influence, ECCCO is a non-profit association that will promote the interests and needs of the European contact centre industry.

For more information, go to www.eccco.org.

Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships.

Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

For more information, go to www.genesys.com/about

HGS

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centers and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 44,265 employees across 70 delivery centers in seven countries making a difference to some of the world’s leading brands across nine key verticals. For the year ended 31st March 2018, HGS had revenues of US$ 597 million.

For more information, go to www.teamhgs.com

Huntswood

Huntswood is the UK leader in complaints resolution and intelligent customer management experience (iCMX). Our innovative solutions combine over 20 years’ industry expertise with technology and operational excellence to drive improved outcomes for our clients and their customers.

Our renowned collaborative agile approach is key to helping firms deliver high quality services in a cost efficient manner, while effectively mitigating business risk. We deliver practical solutions complemented by automated robotics technology to enhance the customer experience.

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

MERJE

MERJE is an award winning recruitment consultancy operating across multiple sectors.

Our bespoke and professional service covers permanent and contract roles across all areas of Customer Contact at management level.

Small but dynamic, professional and discreet, our aim is to provide exceptional and consistent quality with a particular focus on delivery. With an enthusiastic and dedicated team, we pride ourselves on understanding your individual needs – whether you’re looking to recruit the most talented employees, or exploring your next career move.

Described by our trade body as having ‘exceptional knowledge of specialist niche markets’, we make it our business to keep ahead of the latest industry changes.

For more information, go to www.merje.com/.

Plantronics

Plantronics offers the industry’s most complete portfolio of corded and wireless Contact Centre headsets. Designed and developed using a variety of wearing styles, the most advanced sound technologies, and a focus on all-day comfort, we have a proven solution for every contact centre need and preference. Taking our offering much further than just products, Plantronics offers a comprehensive service and support network to ensure the very best in headsets are supported by the very best in service.

As such Plantronics headsets are widely used in many Fortune 500 corporations and have been featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

For more information, go to www.plantronics.com

TTEC

TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital which designs and builds customer experience consulting and technology solutions, and TTEC Engage which operates customer care, growth and trust and safety services.

Founded in 1982, TTEC partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. The Company’s 49,500 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.

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.

Media partners

ContactBabel

ContactBabel is the leading analyst firm for the UK, US and European contact centre industries. If you have a question about how the industry works, or where it’s heading, the chances are we have the answer.

The coverage provided by our massive and ongoing primary research projects is matched by our experience analysing the contact centre industry. We understand how technology, people and process best fit together, and how they will work collectively in the future.

We help the biggest and most successful vendors develop their contact centre strategies and talk to the right prospects. We have shown the UK government how the contact centre industry will develop and change. We help contact centres compare themselves to their closest competitors so they can understand what they are doing well and what needs to improve.

If you have a question about your company’s place in the contact centre industry, we can help you.

Email: info@contactbabel.com Twitter: @contactbabel

MyCustomer

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.