31 Oct. 14:00 - 14:30 | L0 - Expo Purple Theatre 2

“Revolutionising customer experience and securing payment data in the modern contact centre powered by Skype”

Prospect is the trade union for professionals, with 141,000 members spanning engineers, scientists, managers and other specialists. They assist their members with all aspect of their working lives, including career development, employment contracts, privatisation and company takeovers. Prospect had a mixture of legacy and failing phone systems over 17 locations – some even approaching two decades old - which were hampering team working and could not be integrated with a modern contact centre; vital for helping the Union transform how it supports its members. In this session, Jonathon Poole from GCI and Paul Xuereb from Prospect discuss how Skype for Business allowed the Union to move to a single platform for all their users, including those that are office-based and remote. They will also reveal how the advanced collaboration features of Skype allow distributed teams to work more efficiently, as well as provide quicker, more tailored answers and a more personal service. Jonathon and Paul will also discuss how the Enghouse Interactive solution integrates seamlessly with Skype for Business and offers a virtual contact centre “out of the box”.
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