CX Tech - Contact Centre as a Service

According to Gartner, by 2024, contact centre as a service (CCaaS) solutions will represent 70% of all new contact centre deployments, up from 20% in 2019. Amazon Connect has taken leading market share in the provision of cloud. Will AWS do the same in customer service technology with Amazon Connect or could it be Microsoft with Teams Contact Centre?

The future of customer service delivery is changing on a pin thanks to the advent of mainstream collaboration platforms which we all use intuitively in our working days. The rapid adoption of subscription platforms have moved the sourcing of customer service from being a technology-based decision to a business decision. This is changing the battleground of differentiation for service providers, as flexibility becomes much more critical. Does this open up the landscape for smaller providers to compete? Will organisations take customer service back in-house?

We’ll be taking a look at the use of Teams Contact Centre and Amazon Connect; our speakers will engage in a frank conversation on how these may shape the future of customer service delivery.

Chaired by Joel Walker, Global Head of Corporate Services Procurement at Vodafone, panellists include:

• John Ing, Independent Consultant and CX expert
• Claire Hellier, UK&I Partner Lead - Customer Experience at AWS
• Tony Chambers, Head of Digital at TTEC
• Alistair Niederer, Head of EMEA at TTEC
• Phil Jones, Senior Vice President UK & SA at Teleperformance
• William Carson, Director of Market Engagement at Ascensos