The 13th edition of the Regional Contact Centre Symposium was held at the Grand Copthorne Waterfront in Singapore on 4th and 5th October 2017. Organized by the Contact Centre Association of Singapore (CCAS), the event witnessed participation from companies, leaders, and technologists from the Contact Centre industry around the globe.
This year, Umesh Sachdev, CEO was the Keynote speaker on Day 1 of the 2-day symposium.
Theme – Customer Evolution 1.x
The aim of Customer Evolution 1.x this year is to continuously make customers the forefront of every business by showcasing the best strategies, concepts, and tools that we can use to evolve the contact centre experience to meet this new hybrid of customers. Delighting your customers now need to be predictive, proactive and personalize their experience with you: A journey from “Bricks and Mortars” to “Clicks and Mortars” in the digital age.
– as published on the official website of CCAS (http://www.ccas.org.sg/symposium)
Keynote Presentation – Evolve with the Customer (GenX Technology for Contact Centers)
Umesh’s keynote revolved around why it’s imperative for companies to evolve with their customers and how technology is an inseparable part of this progression. From the very start of human evolution, humans have used “Speech” for domestication. Today, the same logic is being applied to domesticating technology.
By using Speech Recognition technology-based tools and solutions, companies can better understand the Voice of Customer (VOC) for them to evolve in parallel. The talk also consisted of parts which presented solutions such as Speech Analytics, Virtual Assistants and Voice Biometrics supported by insightful case studies.
To know more about the keynote and to access the presentation, click Evolve with the Customer – GenX Technology for Contact Centres (Keynote).
Uniphore Software Systems also showcased its Speech Recognition based products – auMina (Speech Analytics), akeira (Virtual Assistant) and amVoice (Voice Biometrics) to visitors at the exclusive booth.
The Contact Centre Association of Singapore (CCAS) founded in 1998, is a not for profit, educational organization that focuses on technologies, operational approaches for, and business issues of local and global contact centres. The CCAS offers seminars, round-tables, panel discussions, leading-edge showcases, social events, networking opportunities, and its annual Contact Centre Awards and Regional Contact Centre Industry Symposium.