Using the Cloud for Customer Service

Enghouse Interactive puts forward the Business Case at Call Centre Focus Conference

Enghouse Interactive will be helping delegates at the Call Centre Focus Conference (London Olympia, 2-3 October 2012) to assess whether an on-demand cloud contact centre model could work for their organisation in a keynote address at 2pm on Wednesday 3rd October.

Jeremy Payne, Enghouse Interactive’s international group marketing director will be giving a presentation alongside Mike Richardson, the former director of online operations for Europe, Bioware/EA Games, entitled, “Is a Cloud Contact Centre Right for Your Business?” The presentation will outline the evolution of the contact centre environment and the current market challenges and will highlight the benefits of migrating to the cloud while tackling common business objections to making this move.

Mr. Payne will also present, “Frictionless customer contact – Anytime, Anywhere, Anyhow” at 12.30pm on Tuesday 2nd October in conjunction with David Kime, Customer Experience Practice Lead, Enghouse Interactive, which explains the three steps to delivering an effective and seamless service to customers.

“With customer behaviour and expectations rapidly changing, organisations of all sizes and market sectors are striving to create a flexible customer service fabric that fuses people, technology, business policy and process together,” stated Mr. Payne. “It is this agile approach that affords their customers an effortless experience irrespective of how they want to engage with the business.”

The conference, which runs alongside Call Centre and Customer Management Expo 2012, offers high-level strategic sessions, that showcase learning experiences to inspire the very best ideas and forward-thinking conversations.

In line with its focus on supporting the next generation of contact centre solutions, services and talent, Enghouse Interactive has also sponsored the Best Newcomer award in the European Call Centre and Customer Service Awards which will be presented at a gala dinner on Tuesday 2nd October 2012 at the London Hilton in Park Lane.

In addition, Enghouse Interactive will showcase its full suite of customer contact solutions on its stand, G20, at the Expo. These include multi-channel contact centres for any size and complexity of organisation and a broad range of additional capabilities including self-service, integration and workforce optimisation. These solutions support the full range of deployment methods from premise-based, through to private, public or community cloud and even hybrid requirements.

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