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Case study led programme reveals topical call and contact centre issues, presented by leading industry experts (9-10 October 2001, NEC, Birmingham)

London, 10 September 2001 - The 'Call & Contact Centre Technology' sessions, being presented at the Call Centre Expo 2001 Conference, will showcase a notable list of industry experts who will present up-to-the-minute technical issues facing the industry today.

The 'Call & Contact Centre Technology' sessions are sponsored by Syntellect and will cover topics like CRM/eCRM, multimedia, IVR and multi-channel contact centres. The speaker panel includes:

~ Geoff Eagland, Global Channels, Aspect Communications UK Ltd and Stephanie Rouse, Operations Director, MM Group will present: "Prioritising and personalising customer contacts in a multichannel customer contact centre: some real life examples". Eagland will give details on Aspect's new workforce management solutions and explain how advanced contact centre features, previously only available to large operators, can now be delivered on a single IP-based contact centre platform to operators with less than 70 agents. Co-presenter, Rouse, will give an account of how the MM group has made the transition to a multi channel contact centre - citing the new technologies and working practices it has introduced.

~ Katrin Burton, International Sales Manager CT Connect, Intel Corporation (formerly Dialogic) will present: "VoIP-enabling CRM applications using next generation CTI software". Burton will detail the latest developments in CTI technologies that enable agents to initiate call over IP networks from within a CRM environment and will show how companies can migrate towards VoIP without having to throw away existing investments in call and contact centre technologies.

~ David Mackenzie, Futurologist. Principal Consultant and Founder, CT Consulting will present: "IP-ACD and IP Centrex - a technology for the 21st century, but is it right for you?" Mackenzie comments on introducing IP-ACD and IP Centrex; how to determine which technology is right for your business; how easily does IP integrates with legacy systems; the IP strategy and it's affect on your customers; and who are the main suppliers - how to avoid cul-de-sac technologies.

~ Richard J Patterson, Managing Director (Commercial) of Ltd presents: "Creating a competitive advantage through web-enabling your call centre". Patterson will comment on how Internet enabled customer contact solutions can improve not only customer service but can also increase revenue and sales.

~ Ellis "Skip" Cave, Senior Principal Engineer, InterVoice-Brite Inc will present: "Natural language technology and the call centre". An audio demonstration of touch-tone directed dialogue and natural language interactions - showing the clear advantages of natural language technology – demonstrating how the process can be made efficient for customers.

In addition to the Call & Contact Centre Technology sessions, there will also be People & Workplace, Business Process & Strategy and Sales & Marketing sessions - each session lasting one hour.

Another part of the educational forum are the half-day Executive Materclasses, aimed at senior decision-makers. These will incorporate group discussions, debates, break-out sessions and team work. Sessions will aim to give a detailed and practical working plan that can be taken away for immediate use within a delegate's own organisation.

With over 80% of the conference programme being case study led, speakers will discuss business case studies from Thomas Cook, NatWest, British Gas, Orange, DHL, Apple, Reader's Digest, NTL Group, WorldCom, Friends Provident, Equifax, One2One, Nationwide Building Society, NFU Mutual Direct, PPP healthcare, JCB, Abbey National, MM Group and American Express Sharepeople, amongst others…

Last year's programme was a sell out with more that 470 delegates attending. Delegate numbers are limited this year and so early booking is recommended (2). Bookings can be made online at or by ringing 0870 429 4520.

Call Centre Expo is also a finalist in the prestigious Marketing Event Awards for categories: "Best Exhibition Marketing Campaign" and "Best Business Exhibition".

Notes to Editors

(1) Call Centre Expo 2000 was held at the NEC Birmingham 19th –20th September. 6,088 people attended the show (ABC audited) with 157 exhibitors.

(2) Members of press may attend any session of the Call Centre Expo 2001 Conference for free, provided the session is not already fully booked. Press should pre-register their attendance online at, and let Toni Cullen know ( which conference sessions they wish to attend.

A full conference brochure and be viewed and/or downloaded from

About CMP Europe Ltd

CMP Europe Ltd. has more than 20 years of experience in producing industry leading, business-to-business events and publications that reflect the rapidly changing and diverse market of IT. The Company remains at the forefront of the industry by continuously developing existing events and adding new products to its portfolio. CMP’s current successful events and publications in the UK include Com Europe and Call Centre Focus magazines and Networks Telecom Europe, GIS, Call Centre Expo UK and Technology For Marketing events.

CMP Europe Ltd is a leading provider of business to business marketing services and information to the hi-tech markets of IT, electronics and games. The expanding range of events, publications and on-line services benefit from CMP’s strong industry focus and, as part of CMP Media Inc, a unique global and regional reach.

Further information about CMP Europe can be found at

CMP Media Inc. ( is part of United Business Media. Further information can be found at


Toni Cullen, Senior PR Manager, Tel 020 8987 7617,

Colleen Just, PR Executive, Tel: 020 8987 7745,

Jason Lee, PR Executive, Tel: 020 8987 7635,

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