Techsommet Events

Virtual Summit

Contact Center
Automation and AI

Driving Excellence with AI and Automation in Contact Centers

Date - September 30th 2024 / 10:00 AM ET

Register as attendee
Agenda

About the Event

Contact Center Automation and advanced technologies are revolutionising industries by streamlining operations, enhancing efficiency, and elevating customer satisfaction. The “Contact Center Automation Virtual Summit 2024” provides a unique opportunity to delve into these transformative innovations. Attendees will gain invaluable insights from industry experts on the latest trends, tools, and strategies in contact center automation, discovering how these advancements are driving operational excellence across various sectors. Engage with top professionals and decision-makers through dynamic networking opportunities, and learn from seasoned practitioners in interactive workshops designed to provide hands-on experience with cutting-edge automation solutions. Real-world case studies will highlight successful projects and their impact on business operations, offering practical knowledge and actionable strategies. The event will feature 9+ keynote sessions, including a mix of presentations, case studies, product demos, and panel discussions, providing a comprehensive view of the future of contact center automation. Explore the latest products and services from leading technology companies and solution providers, and discover how automation can elevate your contact center’s performance. Join us to embrace the power of automation, connect with industry leaders, and lead your contact center into the future, ensuring sustainable growth and competitive advantage.

Topic of discussion

AI-Driven Customer Interactions

  • Exploring the impact of artificial intelligence on customer service.
  • How chatbots and virtual assistants are transforming call centers.
  • Personalizing customer interactions using AI and machine learning.

Omni-Channel Communication

  • Integrating various communication channels for a seamless customer experience.
  • The role of automation in managing omni-channel interactions.
  • Case studies on successful omni-channel strategies.

Call Center Infrastructure

  • Telephony Systems and Technologies
  • Hardware and Software Requirements
  • Network Architecture and Security

Robotic Process Automation (RPA)

  • Streamlining call center operations with RPA.
  • Examples of repetitive tasks automated through RPA.
  • The future of RPA in enhancing call center efficiency.

Predictive Analytics and Big Data

  • Leveraging big data to anticipate customer needs and behaviors.
  • The role of predictive analytics in improving service quality.
  • Real-world applications of big data in call centers.

Cloud-Based Call Center Solutions

  • Benefits of moving call center operations to the cloud.
  • Case studies on successful cloud adoption.
  • Comparing cloud-based solutions with traditional setups.

Enhancing Workforce Management with Automation

  • Automating workforce scheduling and management.
  • Tools for optimizing agent performance and satisfaction.
  • Best practices for managing remote call center teams.

Voice Recognition and Natural Language Processing (NLP)

  • Implementing voice recognition technology in call centers.
  • How NLP enhances customer interactions and data analysis.
  • Future trends in voice and language technologies.

Customer Data Security and Privacy

  • Ensuring data security in automated call centers.
  • Compliance with privacy regulations.
  • Balancing automation with customer trust.

Measuring ROI and Success in Contact Center Automation

  • Key metrics to evaluate the success of automation initiatives.
  • Case studies on ROI from call center automation.
  • Strategies for continuous improvement and innovation.

Integration of CRM and Contact Center Automation

  • How CRM systems integrate with call center automation tools.
  • Enhancing customer relationship management through automation.
  • Real-world examples of successful CRM integration.

The Role of AI in Quality Assurance

  • Automating quality assurance processes in call centers.
  • Tools and techniques for monitoring and improving call quality.
  • Case studies on AI-driven quality assurance.

Future Trends in Contact Center Technology

  • Emerging technologies poised to transform call centers.
  • Predictions for the next decade in call center automation.
  • Preparing for future technological advancements.

Introduction to Marketing Automation

Lead Generation and Nurturing

Marketing Automation Workflows

Data Management and GDPR Compliance

Personalization and Customer Segmentation

Measuring ROI and
KPIs

Marketing Automation and Social Media

Future Trends in Marketing Automation

Industries

Telecommunications

Ecommerce & Retail

pharmaceutical

Consumer Goods

Information technology

Manufacturing

Food Production

Saas

Financial Institutions

Real State

Telecommunications

Ecommerce & Retail

Telecommunications

Consumer Goods

Telecommunications

Manufacturing

Food Production

Saas

Computer Software

Network & Security

Job Title Attending the event

Marketing

Digital Marketing

CRM

Email Marketing

Content Marketing

Product Manager

IT

Customer Support

Customer Experience

Communications

Brand Marketing

Digital Innovations

Digital Transformation

Sales

Ecommerce

Why Attend

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Discover Solutions

Explore a diverse array of automation technologies presented by leading solution providers in the field of Contact Center

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Networking Opportunities

Connect with solution providers, industry experts, and peers to exchange ideas, explore potential collaborations, and build valuable professional relationships.

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Practical Insights

Gain practical insights into how technology can enhance Contact Center efficiency, reduce risks, and drive cost savings.

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Tech Showcase

Witness live demonstrations and showcases of the latest automation tools and solutions transforming Contact Center

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Strategic Partnerships

Explore opportunities for strategic partnerships and collaborations that can propel your organization towards automation-driven excellence.

Speakers

Neal Topf
President at Callzilla
Kumaraguru Loganathan
Manager, Contact Center Technology at Priceline
Dr. Hui Wu-Curtis
Operations Geek & Overall Disruptor | CCWomen Member | ACEL Board Member | Mother of 5 | Woman-Owned Business
Santiago de Buen
Product Manager, ASAPP
Dan Rood
Chief Marketing Officer, ASAPP
Michael Replogle
SVP of Contact Center Advisory Services at Site Selection Group, LLC
Allison Quinty
Customer Experience Manager at Luxury Brand Partners, LLC
Matt Carlin
Contact Center Services Manager at Camping World

Who Should Attend?

CXO VP Director Head Manager of

  • Call Center
  • Call Center Operations
  • Customer Experience
  • Customer Service
  • Customer Engagement
  • Customer Strategy
  • Digital Innovation
  • Digital Transformation
  • IT
  • BPO
  • Operations
  • Communications
  • Sales & Marketing
  • Customer Insight
  • CRM
  • Technology
  • IT & Network Security
  • And many more

Expected Speakers

Platinum Sponsors

Past Sponsors

Previous Partners

Event Moderator

Maria Croft Director, Contact Center at Lone Star College

Testimonials from our Previous Virtual Events

AVOXI - Platinum Sponsor

I thought it went great. The questions we received were really great as well and I enjoyed the panel I will tell you that out of the 3 virtual conference events we've sponsored over the last 2 years, this one has been the best organized and executed. Thank you!

Megan Evitfs
Event Manager - Avoxi

Agenda was great, solid group of presenters. Overall experience was great

Shaun Marshall
Vice President of Customer Experience at Careismatic Brands

We should be thinking about the employee experience. If we are wanting to stay competitive in our market, we should be thinking about how we are using technology to elevate our brand and services. I enjoyed engaging with the other experts and practitioners in this field and hearing and learning from them at the event.

Devon Savoy
Group Product Manager - Customer Experience at Macmillan Learning

The content was great for a Junior level CX leader. The content was good, the questions were good as well as the follow-up conversations.

Todd Sale
Sr. VP Customer Experience Operations at Fleetcor

My key takeaways from the events were - Ways to be more efficient, first-call resolution importance and different ways for team organization. It was a great first time speaking at a virtual event and it went smoothly. Thanks to Techsommet!

Chelsea Gstohl
Vice President of Contact Center at Pelican State Credit Union

It was a pleasure working with Techsommet and serving this event and really strong panel you put together. I hope to have added value to it. The audience and other panelists agree that it was a good experience.

Neal Topf
President and Co Founder Callzilla

Great! Valuable and informative event and a nice way to virtually network with the like-minded Director of Legal Operations at Temple Health

Lindsey Marandola
Director of Legal Operations at Temple Health

The event was very good. I must say this event was a big success. The event allowed for a diverse set of presentations and perspectives.

Bo Kinloch
Director of legal operations at Hasbro