CALL CENTER TECHNOLOGY SUMMIT

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The ‘Call Center Technology Summit’, which was organized this year for the third time, was held to discuss the technologies of today and tomorrow. By effectively using the next generation technologies, the way to achieve business goals such as sales, productivity and increase of collection was evaluated at the summit.
The Call Center Technology Summit, which strengthens communication within the industry and is one of the most important activities of the call center industry and brings together valuable speakers, was held on April 13, 2017 at Adile Sultan Palace.
Participants in the sector showed great interest while 11 speakers addressed the effect of technology in digital transformation.
Last year, more than 250 people from over 100 different companies have taken part in the summit. This year numbers kept increasing which resulted in over 400 participants, including 187 senior executives from more than 140companies.
Hürriyet columnist and keynote speaker Özgür Bolat gave the first speech in the summit. Bolat, who made a pleasant and different presentation under the title ‘Cultural Codes of Technological Development’, talked about the model of excellence. Bolat said that it is essential to work with focus for excellent performance. He underlined that those who are called genius concentrate on an area and work long hours regularly. He pointed out that the second leg of the model uses natural advantages which is the genetic background, focusing on what we are innately talented.
Bolat said that the third factor in the performance increase in everywhere from schools to companies is the culture of development. “Being genius or finding the way to produce the best outcome requires taking the risk of producing the worst. You can’t succeed without making mistakes,” he said. The last element in the model of excellence is creativity. “People cannot be creative where authority and certainty exists. The last step in the perfection model is an educational model that fosters creativity.”
Following Dr. Özgür Bolat, Genesys Country Manager Murat Tipi talked about the Inevitable Transformation of Customer Experience.  Tipi says “Digital channels that do not exist 10 years ago now cover 35% of the interaction and expect to exceed 50% in 2 years.” Tipi, indicates that customers expect easy handling, accurate expectation analysis, promised service, solution and personal communication in the same channel.
After Tipi, Burak Gündüz from Generali Sigorta came on to the stage. Gündüz talked about Video Call Applications In Insurance Sales.The video call has been very problematic in the past Gündüz Says,
but now CCR’s product, EasyConnect Video enables us to implement a process that is software-free, low-cost, has blended management and integration ease. Rasim Karas from Vodafone focused on Call Steering’s advantages over IVR with the presentation of New Digital Channels: Call Steering. In 2020, 85% of customer service communications will be provided with artificial intelligence, Karas said, adding that Call Steering does not strangle the client with unnecessary information like conventional IVR and offers freedom without framing options.
From Comdata, the last speaker before the coffee break, Vildan Çal Özel focused on the Importance of Technology in Outsourcing. While communicating with the brand, Çal added that 85% of the customers prefer their web site, 65% prefer e-mail, 58% chat chat solutions: “You lose 39% of your users only because of UX problems.”
In the second session, Serdar Karadayı from Sestek was the first keynote speaker. Karadayı, introduced the Natural Dialogue, Sestek’s chatbot product.
Karadayı says that Natural Dialog caused a %20 decrease in recalls, %10 increase IVR completion rate and %100 rise in customer satisfaction and adds: We offer a chat software that can interact with natural expressions and answer questions and expressions in the conversation flow.Marcin Grygielski from Genesys, who took the mic after Karadayı, talked about Genesys PureCloud Architecture and presented Purecloud’s video call and co-browsing features with his demo. Next speaker in the summit was Henri Chiprut from Bircom with a presentation titled Management of Security, Cost and Sound Quality in Call Centers. Speaking of the VoIPerfect product, Çiprut noted VoIPerfect improves agent performance while lowering IVR erroneous detection rate and cost per call.
This year, for the first time, IDC announced the results of its “Omnichannel in Turkey” research. Eren Eser from IDC, who spoke to explain the results, shared striking figures. The survey, conducted by 72 companies with an average of 3526 employees, found that the percentage of call centers has an integrated omnichannel platform is 39%. The ratio of decision makers who say that the first priority is to increase customer satisfaction is 43% while Omnichannel’s effect on this goal is 4.14 out of five.
CCR CEO Türker Ergün addressed the closing speech with a peak to the future. Erkin started his words by thanking the participants for their contribution to the summit’s success in three years and he shared his thoughts about the future of summit. Erkin added that all the technology companies are welcomed to the summit, and that their only requirement is for them to present a new product, technology or service at the summit.
Erkin also talked about how far CCR has gone in six years and what future holds for the company: “With Genesys products, our own software and leading software from various companies, we offer 360 degree call center technology service. In this context, we offer flexible service packages with a solution-oriented approach to the whole workflow of the client. We call this DMS (Dynamic Managed Services)”.
Erkin completed his words by talking about the social responsibility campaign of the summit: “To thank our speakers this year, we donated to TEV on behalf of them and contributed to the education of 17 young people. I would like to thank you all for contributing to this.”
After the sessions, participants had lunch together accompanied Adile Sultan Palace’s unique Bosphorus view. The program was completed with Omnichannel demos after lunch.

Programme

08:30
REGISTRATION / TEA, COFFEE
09:00
CULTURAL CODES OF TECHNOLOGICAL DEVELOPMENT
Dr. Özgür Bolat
09:30
INEVITABLE CONVERSION OF CUSTOMER EXPERIENCE
Murat Tipi – Ülke Müdürü (Genesys)
09:50
VIDEO CALL APPLICATIONS IN INSURANCE SALES
Burak Gündüz – Sigorta Danışmanlığı Müdürü (Generali Sigorta)
10:10
NEW DIGITAL CHANNELS: CALL STEERING
Rasim Karas – Genel Müdür (Vodafone)
10:30
IMPORTANCE OF TECHNOLOGY IN OUTSOURCE MANAGEMENT
Vildan Çal Özel – Genel Müdür Yardımcısı (Comdata)
10:50
COFFEE BREAK
11:20
NATURAL DIALOG: VOICE RECOGNITION AND CHATBOT
Serdar Karadayı – Genel Müdür (Sestek)
11:40
TRUE CLOUD ARCHITECTURE WITH GENESYS
Doğu Avrupa Bölge Müdürü- Marcin Grygielski (Genesys)
12:00
SMART SOLUTIONS SUCCESS STORIES  
Cemal Akar – Yönetim Kurulu Üyesi (Tempo)
12:20
SECURITY, COST AND AUDIO QUALITY MANAGEMENT IN CALL CENTERS  
Henri Çiprut – Ülke Müdürü (Bircom)
12:40
OMNICHANNEL IN TURKEY IDC RESEARCH RESULTS  
Eren Eser – Araştırma ve Danışmanlık Bölüm Başkanı (IDC Principal)
13:00
A LOOK TO THE FUTURE
Türker Erkin – CEO (CCR)
13:20
LUNCH

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