DELIVERING A SEAMLESS CUSTOMER EXPERIENCE THROUGH UNITING
THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
21ST – 23RD OCTOBER 2024 - MELBOURNE, AUSTRALIA
Anthony Brown
Director of Solution Consulting NICE
Anthony is a passionate and creative Customer Experience Specialist with over 20 years’ experience in delivering contact centre projects and leading complex solutions sales. His comprehensive knowledge of emerging technologies such as big data, real-time analytics, and mobile solutions all help his mission of transforming customer experience in the digital global economy. His commitment to digitally transforming customers and developing ‘connected’ experiences for their customers has led to Anthony regular presenting at Industry Events.
Anthony is the CCaaS & Director of Solution Consulting for NICE Australia & New Zealand. Anthony has 20 years of experience in contact centres, ranging from support & operations through project delivery and technical expertise. Anthony and the International Solution Engineering team cover all aspects of NICE’s leading cloud platform, from omnichannel routing and WEM, to analytics, automation, and AI. He has extensive experience with analytics-driven customer experience and compliance solutions across financial markets and contact centres at many well-known Australian organisations.
Conference Day One: Tuesday, 24th October 2023
11:35 AM IDG C: How Collaboration and Intelligence Powered by NICE and Microsoft Brings your Workforce Together to Drive Frictionless Customer Experiences
Hear from contact centre experts at RapidCircle and NICE about how seamless integrations between Microsoft solutions and the CXone contact centre platform can help unite your workforce and delight your customers.
Business success in the modern working environment is driven by continued digital transformation. For many contact centre organisations, future success hinges on effectively transitioning from legacy software solutions to a cloud-based environment. In particular, better connections—underpinned by connected data—leads to organisations that are connected to the customer experience.
Organisations that fail to pivot to more flexible, cloud-based solutions risk falling behind their competitors and becoming trapped with legacy software solutions.
Microsoft solutions have emerged as a silver bullet for businesses of all types looking to achieve more efficient, streamlined operating practices. In the contact centre environment, Microsoft is an essential tool for success; however, organisations that partner with specialist contact centre solutions providers, which integrate seamlessly with Microsoft products such as Microsoft Teams and Microsoft Dynamics 365, stand to uncover even greater efficiencies and successes.
Damien Margaritis, Converged Communications Lead, RapidCircle joins Anthony Brown. Director Portfolio Solutions Engineering ANZ, NICE to take audiences on a journey to understand how a more carefully connected contact centre environment, powered by Microsoft, can better align businesses and deliver unparalleled, frictionless customer experiences.
Audiences will learn:
· the current market and contact centre landscape, including how evolving technologies drive ongoing business success
· how modern, cloud-based contact centre solutions empower businesses to overcome the limitations of legacy software
· how organisations can break down barriers between customers and agents using web-native technologies to achieve frictionless experiences
· why it’s essential to work with a software provider that is closely aligned with Microsoft’s progression and evolution.
Check out the incredible speaker line-up to see who will be joining Anthony.
Download The Latest Agenda
