Webinar with guest speaker from Forrester

The Secret to Creating a Next-gen Contact Centre
with Intelligent Automation

Recorded 4th October 2022

Forrester Logo

Watch our on-demand webinar with guest speaker, Max Ball, Principal Analyst at Forrester.

AI-powered intelligent automation has just shifted up a gear. Next-generation (next-gen) intelligence can help contact centres to stay ahead of soaring customer expectations. Achieve more without hiring extra people, and adapt quickly when business needs change. We’re witnessing a transformation for people, processes, and performance.

But where’s the best place to start with the next-gen automation? And, how can you get quick wins and a lasting ROI while avoiding the cost and hassle of replacing your existing systems?

Get insights and answers with Forrester analyst Max Ball and Netcall’s Chief Innovation Officer, Richard Farrell in this webinar.

Watch to discover:

  • The challenges and trends impacting contact centres across all industries — how successful companies are finding new ways to respond
  • How to take your first steps with next-gen automation. We’ll demystify the topic and reveal the big payoffs for customer experience (CX), employee productivity, scalability, analytics and agility
  • Real-life contact centre stories and the ROI delivered by transformation.

This event will be especially useful if you work in digital transformation, solution design, analytics, IT operations and CX.

Watch the recording now – and discover the fast track to intelligent automation.


Max Ball

Principal Analyst, Forrester

Max Ball

Max is on Forrester’s digital customer and collaboration team. Serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing. Specifically in the areas of omnichannel contact centre platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact centre solutions. Ranging from self- and assisted-service applications to AI-driven digital customer experiences.

Richard Farrell

Chief Innovation Officer – Netcall

Netcall team farrell richard

Richard investigates and advises on changing environments, technologies and trends, working closely with tech and business analysts to inform his knowledge, which he’ll share as part of this webinar.

Over the past 20 years at Netcall, he has researched, innovated and delivered solutions that meet the needs and challenges that our clients face. He has a rich and in-depth understanding of customer contact management.

E-book: The Secret to powering up your CX

Today’s contact centres must deliver an outstanding customer experience (CX), time and again. But some are still failing at CX, even after spending a fortune on new tech. Read our e-book to explore the 5 key capabilities required to get it right.

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