Flexible Working - Enhancing Productivity & Increasing Efficiency

Technology is consistently impacting the way in which many businesses operate and advances in communication platform technology has been a key driver for competitive differentiation.

In this session Graham will explore how an IP Telephony platform can be advantageous to businesses allowing them to not only save on operational costs, but also benefit from greater reliability and flexiblility enhancing the companies dynamics to increasingly changing economic environments.

Graham will also explore how an IP Telephony platform can support the growth of your business and ensure you are in strong , agile position to take advantage of the economic upturn ahead of the curve.

Discover how to revolutionise the interaction between your citizens and your operations with a self service strategy. Self service is increasingly becoming the norm in the consumer environment and consistently delivers a flexible, economical and versatile communications channel which can drive customer satisfaction and loyalty. As your community embraces technology and demands faster response times; by utilising a self service strategy you can empower citizens with an easy to use, accessible and reliable interaction experience, on their terms, bespoke to their needs.

Shailesh will explore, citing live examples, how your communications infrastructure can be utilised to deliver this service to your community - empowering them to become self-sufficient.

An abundance of vendors leveraged by any single business is commonplace, a Unified Communications strategy will enhance your current infrastructure and leverage these once stand-alone solutions to their full capabilities in unison, maximising its potential. Vincent will explore Avaya Aura - a new era of business communications – to discover how it can enable collaboration of solutions; reshape the enterprise communications and enabling rapid delivery of applications – enabling your business users.





Discover Avaya Aura and optimise workers communications network usage and costs, radically reduce their communications footprint, centralize management and administration of their entire communications and simplify delivery of applications to your organisations employees.

Whilst traditional outbound models focus on the use of live agents, the latest contact centre technologies enable the use of automated, interactive outbound communications that enable new classes of outbound application that enhance the customer experience, leading to greater satisfaction and increased loyalty.


With research showing that agent based proactive contact often costing five times as much as automated proactive contact, now is the time to investigate this important new capability.


Please join this webcast to learn how Proactive Customer Service strategies can help your improve customer satisfaction and improve your bottom line. Hear about best practices, success factors, business benefits, and the right implementation approaches.

Discover how you can maximise your current investments in your Contact Centre while enhancing the competitiveness of your operations and enhancing customer satisfaction - a key differentiator in todays economic climate.

Financial Institutions are increasingly coming under pressure to support the economy and customers in light of the recent downturn. To do this effectively, statistics such as inbound contacts taking 40 seconds to identify callers compared to the industry standard of 28, and 90% of all processes involving a manual element enhancing human error, must be resolved. The answer – technology.

Bruce Everest will host this session exploring how Financial Institutions can tackle the current downturn through efficiency gains via technology. From showcasing how you can maximise the current investment in your contact centre and communications systems, to evolving it to enhance the productivity and efficiency of your operations; Bruce will close by highlighting how you can differentiate against your competitors, assure your customers and enhance customer loyalty through improving your customer satisfaction.

Chris Barrow will host a session looking at why with ever increasing pressure to achieve performance targets, demonstrate value for money and deliver increased customer satisfaction, the time is right for the public sector to take the step into Unified Communications. Chris will highlight the benefits of mobility for the public sector, including some case studies of those who have already taken the lead in this area.

Customers are becoming ever more demanding in the levels of service you provide. And technology savvy customers of the future will increasingly demand a multi-channel approach to suit their individual needs - not only through the method of contact, but with more emphasis on the nature of the contact.

To generate improved customer satisfaction, the intelligent enterprise will need to proactively serve their customers with a greater degree of self-service, live service and resident expertise, adding value to their contact with your organisation.

Gordon will explore the advantages that the virtual contact centre brings in establishing the foundations of these enhanced multi-channel communications – its benefits and global take-up.

Roger will explore the inherent impact of Unified Communications on the carbon emissions of your business, while directly increasing the productivity of your operations and supporting your bottom-line. The business needs and obstacles you might encounter when delivering an enterprise solution will be explored, and how to overcome them.