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Virtual Contact Center
Virtual Summit
27th March 2023
10:00 AM ET
About the Event
Virtual contact centers are changing the future of customer service.
In the past, contact centers had a tendency to get stuck, caught in a time capsule with outdated technology, rules and KPIs that cling to the exact stereotype they’re trying to shake: that they’re a bad place to work.
Contact centers are no longer confined to windowless rooms with cubicles. They’re no longer bound by geographic restrictions. With the rise in virtual and cloud contact centers, we’re seeing more companies manage agents who work in separate buildings, cities, states, or even countries.
More than ever before, virtual contact centers are worth the investment. Not only are they saving costs for your company by reducing infrastructure costs for office space, but they offer unmatched flexibility for your agents. Giving your team more autonomy and flexibility leads to a happier team, and then happier customers to follow.
Instead of being a one-size-fits-all solution like an on-premise contact center, virtual contact centers hosted in the cloud are incredibly easy to deploy and scale, and can be customized to your exact business needs. Studies have shown virtual contact centers to be 90% quicker to use than their analog predecessors.
With an integrated virtual contact center, touchpoint-specific data is stored in the cloud where agents and supervisors from anywhere can access it, collated into graphs and tables, so that problem areas make themselves apparent right away. If any problem areas need further scrutiny to understand the logjam, chat transcripts, and call recordings stored in the cloud are always available for review.
Leveraging customer journey insights through robust call analytics can help identify growth, expansion, and upsell or cross-sell opportunities.
Techsommet’s event on Virtual Contact Center and Unified Communications brings all the industry leaders from USA under one roof to discuss how can we increase engagement opportunities and improve customer experience with revolutionary keynotes and Case Studies along with panel discussion
Some of the Themes that
will be discussed
Omni-Channel Experience
Data Security
Unified Communications
Customer Experience
Interactive Voice Response (IVR)
Hyper Personalization
ML and Biology
Power of AI in Drug Discovery
Biomarker Discovery
Neurology
Oncology
Rare Disease
3D Metrology
Cell and Gene Therapy
Chronic Disease
Virtual Contact Center Model
Automatic Call Distributor (ACD)
Predictive Behavioral Routing (PBR)
Seamless Customer Service.
Omnichannel Routing
Intelligent Automation
Cloud Communi-cations
Virtual Numbers
NLP (Natural Language Processing)
Chatbots
Conversational AI
Artificial Intelligence
Seamless Customer Service.
Industries
Healthcare
Retail
Financial Services
Manufacturing
Transportation
Government
SaaS
IT
Education
F&B
What to Expect
Product Demonstrations
Keynote Sessions & Speakers
1-2-1 Meeting
Networking Lounge
Keynote Sessions from Industry Leaders
Networking Session with 350+ Attendees
FireSide Chat
Meet the experts
Panel Discussions
Virtual 1-2-1 Meetings
Panel Discussion and many more
Brand Awareness
Expected Speakers
Delegates joining us
CXOs, VPs, Directors, and Head Managers of:
- Customer Experience
- Customer Service & Strategy
- Customer Retention
- Customer Strategy
- IT & Network Security
- Digital Innovations
- Digital Transformation
- Call Center Operations
- Digital Marketing
- Customer Engagement
- Communications
- Sales & Marketing
- Customer Insight
- CRM
- Technology
Moderator
Neal Topf
President and Co-founder of Callzilla
Neal Topf is the President and Co-founder of Callzilla, a quality and customer-experienced focused outsourced contact center service provider. Neal loves Customer Experience: objectives for 2023 and beyond include how to make Callzilla the most Employee-centric, Client-centric, and Customer-centric BPO possible and how to make Callzilla’s people successful. Neal has been a contributor to CX podcasts and enjoys roles of CX thought leadership. He has judged multiple CX awards programs including a current 4 year run as a judge of The Stevie Awards and American Business Awards Customer Service categories, and was a contributing author to the CustomerExperience4 series in 2022. Winning ICMI’s Best Outsourcer Provider was highlight. Neal resides in South Florida with his 10 year old son, and playing a reasonable level of golf has become a passion.
Expected Speakers
Sarah Wolf
Director, Call Center Operations, Healthcare Solutions at Ameridial Inc
Yohan Loyer
Strategic Partner Manager - EMEA at Gorgias
Chelsea Gstohl
Vice President of the Contact Center at Pelican State Credit Union
Mladen Milanovic
Vice President, Automation at Presidio
Shaun Marshall
Vice President of Customer Experience at Careismatic Brands Inc
Jon Ross
VP Global Connectivity, AVOXI
Meg Ramsey
Chief Product Officer, AVOXI
Todd Sale
Sr. Vice President, Customer Experience - Fleetcor
Devon Savoy
Group Product Manager, Customer Experience at Macmillan Learning
Industries Joining
- Pharmaceuticals
- Healthcare
- Life Science
- Biotechnology
- Universities
Audience breakdown
Audience Breakdown
Industries Joining
- Pharmaceuticals
- Healthcare
- Life Science
- Biotechnology
- Universities
Industries Joining
- Information Technology
- Ecommerce & Retail
- Healthcare
- Pharmaceuticals
- Banking & Insurance
- Travel & Leisure & Tourism
- Internet
- Saas
- Telecommunications
- Manufacturing and many more!
Sponsors
Johnson & Johnson.
Pfizer
Roche
AbbVie
Some Of The
Discussion Topics
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Delegates
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Key note session anddemos
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Leading scientific speakers
Platinum sponsor
Platinum sponsor
Gold sponsor
Gold sponsor
Media Partners
