Omni-Channel Contact Centre Seminar 2016

Overview

Join us on Thursday, 15th September at Mitel's Head Office in London for the latest update on integrated communications solutions from Mitel and Britannic.

Many organisations already provide multi-channel communications, but all too often communication channels are managed in silos, creating islands of technology that stand in the way of a highly efficient customer service process. This seminar will explore different ways in which you can move from disjointed multichannel communications to a synchronised operating model, in other words “omni-channel communications”.

From frontline productivity boosters to back office integration, we will give you a rounded picture of how to achieve higher performance and operational efficiencies across your customer contact hub.

As a special highlight we will discuss how you can harness WebRTC technology in your organisation. It enables web chat, co-browsing sessions and plugin-free video calls and if linked into Mitel’s MiContact Center these tools blend to deliver seamless escalation between applications and increase first call resolution.

Location:

Mitel City Offices
10th Floor, 155 Bishopsgate
London

Get directions

What's on

The day will begin with registration, tea and coffee at 9:30 and conclude with a networking lunch at 13:00.

Registration

Introduction Jonathan Sharp, Sales & Marketing Director, Britannic Technologies

Mitel Road Map Briefing Mike Marshall, Enterprise Account Manager, Mitel

Enhancing the Contact Centre with Middleware and Applications Jonathan Sharp, Sales & Marketing Director, Britannic Technologies

Coffee and Networking

WebRTC – The Future of Customer Contact Felix Winstone, Business Director, Talkative

Multimedia Contact Centre Update Andy Trimbee, Technical Consultant, Mitel

Enterprise Account Manager, Mitel Product Demos Mike Marshall

Lunch, Networking & Individual Consultations

Why attend

This interactive seminar offers a useful mix of technology insight, strategic advice and networking, designed to give you a clearer view of your untapped customer service potential, omni-channel contact centre performance gaps and ideas how to overcome these.

What you'll learn

  • How to deliver blended customer service from the contact centre
  • Contact centre and back office systems integration
  • Increasing profitability through new revenue streams and routes to market
  • MiContact Center Business Release 8.0 – Product update & road map
  • Latest cloud-based multimedia contact centre solutions

Session Highlights

  • Latest cloud-based multimedia contact centre solutions
  • The power of Web Real-Time Communications (WebRTC)
  • Systems and application integration
  • Digital transformation through cloud-based communications
  • Mitel technology and product updates, including MiContact Center Business Release 8.0

Who Should Attend

  • IT Directors and Managers
  • Head of Contact Centre
  • Head of Customer Service
  • Head of Customer Experience
  • Head of Digital Strategy
  • Senior IT Executives
  • Business Directors

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