UK Breakfast Briefing EXALEAD OneCall
WhenFrom April 25, 2013 to April 25, 2013
WhereTower 42, 24th Floor, Riverview Room, 25 Old Broad Street, EC2N 1HN, London (United Kingdom)
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WhatRegister to Exalead's OneCall Breakfast Briefing in London at Tower 42 on 25th April 2013 !
As demand for a company’s products and services grows – the volume and complexity of questions coming into the contact center rapidly increase. Customer questions enter the enterprise from multiple channels (phone, emails, face to face in stores…), and the data to help answer these questions come through many different systems and technologies. In the end, a CRM solution is often called upon to get the job done. However, CRM systems were not designed for customer service interactions, but were created for customer management. This makes it increasingly difficult for contact center agents to effectively answer customer questions, resolve calls the first time, and lower average call lengths – all critical activities to deliver the best service experience possible.
EXALEAD OneCall is the answer to overcome these challenges, being purposefully designed for busy contact center agents or vendors and managers who operate directly on the “frontlines” interface between a company and its customers.
At EXALEAD, our goal is SIMPLE: Deliver the right information, at the right time, and in the most intuitive way possible directly to the agent’s desktop – allowing you to dramatically improve agent-to-customer interactions, retain more customers, and grow your business more profitably!
- 360° view of the customer (from inside & outside the enterprise)
- Actionable intelligence for creating win/win engagements
- Better prepared and more confident agents
- Clear and accurate answers to complex customer questions
- Proactive call center management through real-time analytics
- Leverage more value from existing CRM and IT investments
Attend this Seminar and Explore more about EXALEAD OneCall...
I. Discover EXALEAD OneCall
- EXALEAD OneCall vs. Existing CRMs
Why EXALEAD OneCall? Can’t we just upgrade our existing CRM system?
- Agent Desktop
How can all relevant information about the customer and the products we sell be brought directly to my desktop in a simplified way?
- Manager Assistant
Is there a more efficient way to operate the contact center while achieving aggressive company growth goals?
III. Business Benefits and Key Differentiators
24th Floor, Riverview Meeting Room
25 Old Broad Street
Ian Munro, Managing Director, Contactcentres.com (www.contactcentres.com)
Acknowledged as one of the UK’s leading independent operational contact centre specialists, Ian is a founder member of Contactcentres.com whom, since 2001, have delivered a range of highly successful operational Contact Centre solutions to Blue-Chip companies, including implementation of new centres, transformation of existing centres and delivering improved performance, service delivery and reduced costs. He has been an independent judge for the European Call Centre of the Year Awards, European Call Centre & Customer Service of the Year Awards and Business of the Year Awards.
Laura Hawes – Managing Director, Orion Business Solutions & Associate Director, Leadenhall Consulting
Laura founded Orion Business Solutions in May 2012 providing Operational, Customer Service and HR consulting services across a range of industries. Laura is also proud to be an Associate Director at Leadenhall Consulting.
In a career spanning more than 30 years, Laura has held senior HR, Operational and Customer Service Executive positions across three industries working for British Airways, Securicor and Fidelity Investments; holding Board Level positions in the latter two. Throughout her career Laura has worked in periods of significant change, ranging from the exponential growth of a developing business, to post merger integration, to downsizing, restructuring, offshoring and exiting businesses. Laura’s experience ranges from Human Resources to Programme Management to leading large scale, global Operational and Customer Service teams. Laura, who studied her MBA at Lancaster University, has lived and worked in the UK and India and has travelled extensively throughout her career. www.OrionBusinessSolutions.co.uk
Benoît Bourdé, CEM Development Executive, Dassault Systèmes EXALEAD
Previously Operational IT Director at La Poste, Benoît was the Project Lead of a B2C customer service application and a B2B sales application that leveraged CloudView technology to capitalize on existing CRMs and IT assets. Benoît has 18 years of experience in IT, Internet, and customer relationship management in large, complex organizations. He earned his Airline Pilot Diploma at ENAC – France.
George Voutes, Director Brand Offers, Dassault Systèmes EXALEAD
Previously Product Management and Marketing Director at GTECH Technologies, George has over 20 years of experience in sales, marketing, product management, and engineering in both large and start-up companies. He earned his Master of Science degree in Information Management from the Stevens Institute of Technology – U.S.A.
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