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20th November 2024
The Call & Contact Centre Expo 2024 is just around the corner, taking place at ExCel, London on the 27-28 November 2024. For the first time ever, we’ve got a stand! So be sure to swing by CC-N66 and say hello to our team!
There’s also a whole heap of fantastic exhibitors and speaker sessions to join – including our Editor, Megan Jones, chairing a panel on Elevating Customer Care for the Vulnerable on Thursday 28th November – so we’ve compiled this list to help you make the most of your time in London!
Below is a list of companies that we recommend visiting while you’re at the show.
| Company | Stand |
|---|---|
| Call Centre Helper | CC-N66 |
| 8×8 | CC-F40 |
| Calabrio | CC-N10 |
| CallMiner | CC-E36 |
| CCMA | CC-H62 |
| Commbox | CC-N20 |
| ContactBabel | CC-E56 |
| Content Guru | CC-M10 |
| Creovai | CC-D30 |
| EvaluAgent | CC-K40 |
| Five9 | CC-L20 |
| Genesys | VIP Lounge |
| NICE | CC-M30 |
| Puzzel | CC-H20 |
| RingCentral | CC-J10 |
| Scorebuddy | CC-L40 |
| Sprinklr | CC-K50 |
| Talkdesk | CC-E10 |
| The Forum | CC-N64 |
| Vonage | CC-E20 |
| Zoom | CC-G20 |
If you haven’t registered yet and want to join us, click here
Not sure what sessions to catch while you’re there? We’ve brought the agenda together into key themes, so you can catch the sessions that home in on the areas you’re most keen to learn more about at the 2-day event – organized into key themes of AI, customer experience, and employee experience.
Looking to explore the best AI has to offer right now and how it can drive efficiencies across your contact centre? Take a look at these sessions…
Leading the Future of Customer Service Automation
11:00 – 11:30 (Wednesday 27th November)
Keynote Theatre
Next-Gen, AI-Driven CCaaS, straight from the horses mouth
11:00 – 11:30 (Wednesday 27th November)
Future of the Contact Centre Theatre
Orchestrating AI & Digital Ecosystems: A Masterclass in Platform Integration – Seamlessly Connecting Genesys with AWS and ServiceNow
11:00 – 11:30 (Wednesday 27th November)
Keynote Theatre
Revolutionising Customer Experience: How AI is Transforming the Contact Centre
11:40 – 12:10 (Wednesday 27th November)
Contact Centre Technology Theatre
Next-Gen CX: The future of your contact centre
12:20 – 12:50 (Wednesday 27th November)
Future of the Contact Centre Theatre
Listen, Understand, Act: Transforming Agent-Customer Interactions with AI
12:20 – 12:50 (Wednesday 27th November)
Connected Contact Centre Theatre
Why 100% coverage = 100% confidence: Make AutoQA work for you
13:30 – 14:00 (Wednesday 27th November)
Future of the Contact Centre Theatre
The Human Touch in a Tech-Driven World
13:30 – 14:00 (Wednesday 27th November)
Connected Contact Centre Theatre
Generative AI, Meet Agentic AI: The Dynamic Duo Revolutionising Customer Experience
13:30 – 14:00 (Wednesday 27th November)
Contact Centre Technology Theatre
Will AI Take My Job? A Contact Centre Story
14:10 – 14:40 (Wednesday 27th November)
Customer Experience Transformation Theatre
Delivering Strengths Based Agent Coaching with AI insights
14:10 – 14:40 (Wednesday 27th November)
Digital CX Theatre
Brought to you by Sprinklr
11:00 – 11:30 (Thursday 28th November)
Future of the Contact Centre Theatre
AI-Powered Experience Orchestration: Revolutionizing CX & EX – Leverage AI Copilot and Social Listening for Seamless Interactions
11:00 – 11:30 (Thursday 28th November)
Contact Centre Technology Theatre
Keen to overhaul your CX strategy and need some fresh inspiration? Take a look at these sessions…
How to make your customer experience SING
11:40 – 12:10 (Wednesday 27th November)
Digital CX Theatre
Effective Benchmarking Workshop: Real customer operation benchmarking
11:40 – 12:20 (Wednesday 27th November)
Training, Leadership & Culture Zone
How contact centres can demonstrate their value
12:20 – 12:50 (Wednesday 27th November)
Keynote Theatre
Maximising Customer Experience and ROI: Insights from Forrester’s Total Economic Impact™ Study on Puzzel
14:10 – 14:40 (Wednesday 27th November)
Contact Centre Technology Theatre
Raising Standards in Customer Operations
10:00 – 10:45 (Thursday 28th November)
Keynote Theatre
Contact Centre Metrics – vanity vs sanity – time for a metric overhaul?
11:00 – 11:30 (Thursday 28th November)
Keynote Theatre
5 ways predictive metrics will shape the contact centre
11:40 – 12:10 (Thursday 28th November)
Customer Experience Transformation Theatre
Navigating Digital Transformation with Carnival UK: Adopting AI and Automation for CX Excellence
11:40 – 12:10 (Thursday 28th November)
Digital CX Theatre
Effective Benchmarking Workshop: Real customer operation benchmarking
11:40 – 12:20 (Thursday 28th November)
Training, Leadership & Culture Zone
Elevating Customer Care for the Vulnerable
12:20 – 13:05 (Thursday 28th November)
Keynote Theatre
AI Driving a Step Change in CX: Zoom’s Leadership in Innovation
13:30 – 14:00 (Thursday 28th November)
Customer Experience Transformation Theatre
Are you struggling with poor staff retention and engagement? Take a look at these sessions for some ideas on how to improve your agent experience…
Operational Effectiveness Workshop: Creating a learning culture
12:50 – 13:30 (Wednesday 27th November)
Training, Leadership & Culture Zone
Press 1 for staff retention: Eight authentic ways Emotional Intelligence will help create call centre careers
13:30 – 14:00 (Wednesday 27th November)
Keynote Theatre
Strategy. Culture. Colleagues. Customers. Operations.
14:10 – 14:50 (Wednesday 27th November)
Training, Leadership & Culture Zone
Voice of the Agent (VoA) – Empowering contact centre agents in a multichannel world
15:05 – 15:35 (Wednesday 27th November)
Connected Contact Centre Theatre
TREX – A roaring keynote
11:40 – 12:10 (Thursday 28th November)
Keynote Theatre
Operational Effectiveness Workshop: Creating a learning culture
12:50 – 13:30 (Thursday 28th November)
Training, Leadership & Culture Zone
Visit 8×8 on stand CC- F40 for product demonstrations, happy hour drinks from 2 p.m. each day, and a chance to win Premier League hospitality tickets to see Southampton Football Club.
Calabrio’s full suite of both WEM products and shakes are on display this year! They’ve got their team of experts on the stand to answer any of your pressing questions. We’ve also heard rumours of boozier shakes later in the day…
Us! We’re on a stand! Different members of the Call Centre Helper team will be in attendance over the two days. Come over and say hello!
CallMiner are showcasing their most comprehensive platform yet. Analysing omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning.
They’ve also gone Christmas themed with their stand this year, you’ll have to go and visit to see the specifics, but they’re doing a Christmas raffle every day, themed around their massive tree! The raffle takes place at 3:30pm daily so at least we know where someone from our team will be every day.
At first glance you might not recognise EvaluAgent this year, their marketing team tells us they’re launching their new brand next week! What you will recognise though is their leading AI-powered conversational intelligence and automated QA. Their team is on the stand and ready to answer any QA questions you can throw at them.
Fresh off their CX Summit last week, the team at Five9 are packed with knowledge, showcasing their latest advancements in AI Agents and industry collaborations with partners like ServiceNow. They’ve got several talks throughout the day and their demos all feature real-life use cases from their customers. They’ve also got an AI powered sweet shop using their chatbot to take orders, so anyone with a sweet tooth shouldn’t skip this one.
The team at Genesys are once again located in the exclusive VIP Lounge at Expo, they’ve got a team of product experts talking about their entire product range. Everything from Agent Copilot, virtual agent technology and their new social listening tools are on display, all shown through the lens of real-world case studies. They’re also showcasing their collaboration skills in a panel alongside AWS and ServiceNow.
NICE’s stand this year is all around automating your customer service aspirations, and as you’d expect, they’ve gone all out. As well as various panel discussions, a team of experts and industry-tailored AI and automation solution demos, they’ve got a fruit and smoothie bar, interactive Batak games, a happy hour, and their mascot NICEY. It’s safe to say there’s something for everyone.
Off the back of their two recent acquisitions of SupWiz and Capturi, Puzzel are showcasing their newly enhanced AI capabilities. They’re on stage on Wednesday for their panel about proving ROI in your contact centre and we’ve been told their demos are personalised to show you the same. Their team of experts are supported by a coffee stand and fresh selection of Danish pastries, properly leaning into the Nordic coffee shop vibe.
Scorebuddy have their product experts ready to go on stand CC-L40, demoing their cutting-edge AI solutions designed to transform your QA process. We’ve been told they’ve got tonnes of giveaways, and have brought back their talented caricaturist from last year to produce some more flattering portraits of anyone who stops by.
Sprinklr’s value to the enterprise is simple: they un-silo teams to make customers happier. Way happier. Stop by their stand to grab a coffee and see their full suite of contact centre solutions in action.
With their cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, Talkdesk’s stand is showcasing how customers both in the cloud and on-premise can deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. They’ve also got swag, so stop on by.
Zoom’s contact centre product portfolio has massively evolved over the past 12 months. On stand they’ve got a team of EMEA product experts ready to show you real-life use cases in how cutting edge contact centres are using their technology. They’ve also got a happy hour, so what’s not to love about that!
With such an amazing line-up of stands and speaker sessions, it’s definitely one not to miss!
If you haven’t already registered yet, you can do so here
See you there!
Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.
Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.
Connect with Rachael on LinkedIn
Read more by Rachael TrickeyReviewed by: Megan Jones
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