Call and Contact Centre Expo Virtual Roundup

This is the first time the event has gone digital

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Last Edited: December 7, 2020

Moshe Beauford

Moshe Beauford

Touted as Europe’s leading call and contact centre event, the Call and Contact Centre Expo, has gone virtual in 2020. Over the span of two days, November 10-11, industry-leading exhibitors were on-hand with live demonstrations and engaging video sessions for 2020’s virtual Expo. Just as there often is at in-person events, there was a space for networking with industry experts within the virtual conference platform. There was also a lot more to be seen, for that matter. So which sessions and other bits did you miss at the Call and Contact Centre Expo 2020? We have you covered with the details.

With free registration, I also wanted to reach out and see if sessions would be made available on-demand following the end of the two-day event. I have yet to hear back from the organisers, but once I do, I will update this article. Kicking things off, Adam Taylor, Managing Director, VeriCall, who spoke on adopting a customer-obsessed mindset on the frontlines. With over 15 years of experience managing customer service operations, Taylor founded Vericall in 2017, which has grown rapidly since then.

Alex Fleming from Speechmatics, Alistair Mearns from Verint, Andy Bird from Lifesize, Chris Holt from RingCentral, and other representatives from 8×8, Twilio, etc., were on hand to chat about the status quo of the contact center space. On the list of subjects to discuss, contact centre hybrid working, adapting to the new normal, how to scale your business whilst delivering outstanding customer experience in a pandemic, and more.

Also on the agenda, PCI Pal Pre-Sales Manager, Tom Nicholls, who spoke as a part of the expo’s seminar series. He offered advice to contact centre and customer experience professionals on how to extend what he called ‘a true omnichannel solution for secure payments.’ He added, payments have evolved, which digital customer service channels are influencing and forcing the advancement of payments via contact centres, continuing:

“For today’s consumer, engaging with organisations via digital channels of choice is the norm. Millennials and Gen Z prefer digital-first communication, and the rapid evolution of consumer demand, as well as communication technologies, have caused a major change to the way organisations process payments”

Event-goers could take advantage of RingCentral demos along with a live demo by 8×8. The company showcased its contact centre technology. If you can recall, the Call and Contact Centre Expo was rescheduled a few times due to shifting travel restrictions caused by the COVID-19 pandemic. The event usually takes place at ExCeL, London.

Tom Nicholls
Tom Nicholls

This year has presented those in the tech industry with an opportunity to do things differently, to go out of their comfort zone if you will. Many have been forced to hold regularly-scheduled in-person conferences online, using the very tools they develop in most cases. The irony is that using these tools lets companies showcase what their technology is capable of, connecting tens of thousands of people during a time where human interaction is unsafe.

Microsoft, Zoom, Cisco, and other leading vendors in the collaboration space have all held conferences in recent months making use out of the very technology they develop to host said events.



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