CX Summit 2022 offered a complete conference experience for delegates, speakers and sponsors in an event full of inspiration, practical tips, interaction and networking, with the option of attending in person or remotely. More than 350 top executives from the global CX community joined the session, where 30 CX experts presented their insights, with the highlight moment of Dr. Philip Kotler discussing Marketing Science and its roadmap.
Always committed to customer experience, Barphone proudly participated in the conference with the aim of sharing insights on the current digital needs of businesses and the future of the Cloud era. With 50 years of expertise in Telecommunications, Barphone could not miss the opportunity to attend such an event and present the new cutting-edge technology of Avaya’s cloud solution.
Vassilis Koutsopagos, Solutions Architect of Barphone, presented the new trend in Cloud Customer Experience platform, the Avaya OneCloud CCaaS. The solution helps customer care agents onboard into a web interface that is customizable and tailored according to the requirements of each business, including API integrations with CRMs, ERPs, and customer data lakes. Customers can connect via any channel from any touchpoint (email, voice, click to call & video, web chat and social media), and experience self-service from AI bots, as well as handover to live agents for first call resolution. On the back-office side, supervisors and lob managers can have full access to the customer journey, the contact center performance KPIs and Analytics, along with Workforce Management and Knowledge Base tools.