Call & Contact Center Expo Las Vegas 2023: 5 Talks Not To Miss

Author: Simon Black | Date: 11/04/2023

Call & Contact Center Expo Las Vegas is the ultimate exhibition for the customer engagement industry, hosting a range of industry-leading speakers and providing an opportunity to discover the future of call/contact center technology. To help you get the most out of the event, we’ve rounded up the talks we are most looking forward to below…

Beyond Bots – Doing so much more with AI in the contact center

Amir Hameed, RingCentral

AI has been a point of discussion among contact center technology providers for years now. But with the recent polarising popularity of tools such as ChatGPT, it’s not surprising to see a number of talks on the impact of AI on the schedule this year.

RingCentral will cover how they see AI delivering results across the entire customer journey, with insights on the impact AI could have on both customer experience and agent productivity.

Thursday, 11.45 – 12.15 – Keynote Theatre 1

We have our own thoughts on how AI is best used in contact centers to deliver agent and customer experiences that align with the use cases that matter most to your business. Learn more about the challenges of Real-Time Speech Analytics here.

Delight, on demand

Carlos Guadamuz, Cisco Systems, Inc

Communications and technology giant, Cisco, will be tackling personalized customer journeys.

This talk promises insights into how businesses can go beyond the interactions that customers are having with the contact center team to deliver true customer satisfaction and brand loyalty. Learn how to deliver personalized customer journeys that start long before a customer service interaction by addressing customer needs with the right resources across the right channels when they need them most.

Wednesday, 14:45-15:15 – Keynote Theatre 1

The Obituary of the Call Center

Amas Tenumah, BXG

In a world where customers are increasingly looking for answers without the need to speak to a sales or customer service representative on the phone, this talk promises advice on how to stay ahead of the shift from telephone to digital channels. We’ll be there looking for answers to the question, is voice dead?

Thursday, 12.30 – 13.00 – Keynote Theatre 1

What are your calls telling you? Insights from millions of global conversations

Barbara Dondiego, AVOXI

From a move away from voice into a discussion on its untapped potential – this talk from AVOXI will present trends across millions of global conversations from the past three years. Their focus on understanding and doing more with voice data will see topics such as call quality tackled.

Wednesday, 12.30 – 13.00 – Theater Hall 8

We’re particularly interested in hearing more thoughts on the future of audio quality to contact center performance, having recently attended Enterprise Connect with our noise cancellation partner, IRIS. We’re working together to improve customer experience through clearer dialogue, improved transcription, and better post-call analytics. Read more about that here.

The Future of Agent Guidance in Real Time: An Exploration of its Impact, Potential and the Role of AI

Simon Black, Awaken

Awaken CEO, Simon Black, will be taking to the stage to discuss how real-time agent guidance is no longer an intangible dream and is set to revolutionize contact center performance (something you won’t want to miss!)

If you’d like a sneak peek at some of the discussion, Simon will be delving into the following topics: 

We will be tackling some of the challenges discussed within the industry in the last year. Topics such as:  

  • The failures experienced by contact centers attempting to replace agents with robots, resulting in customers voting with their feet.
  • Changes in consumer behaviors.
  • Frustration caused by the lack of real human interaction in customer service experiences. 

Wednesday, 11.45 – 12.15 – Theater Hall 4

This year, the Awaken team can be found at Stand: S7074. Come say hello if you’re thinking about how you can make your call/contact center more efficient and data-driven, we don’t bite! 

Background on Awaken:

Awaken Intelligence has built a suite of AI-powered agent guidance and analytics software tools for contact centers to save time and money by empowering agents to deliver exceptional interactions.

Our technology blends people with automation to help you become more agile, reduce errors and heighten the customer experience. Our software is flexible, easy to work with and scales seamlessly as you grow.

The Awaken Intelligence team has decades of experience operating outsourced contact centers and building software solutions, meaning our products are designed by contact center people for contact center people. 

With a loyal client base of recognized brands and channel partners, the Awaken team continues to strengthen and grow, enabling us to reach more contact centers across the world.