Computer Telephony Expo UK '99

 

Adding computer intelligence to the making, receiving and managing of telephone calls

Computer Telephony Expo - being held at the NEC, Birmingham between 29 June and 1 July 1999.

Miller Freeman launched the Computer Telephony show in June 1998 with resounding success. Even before the inaugural show had finished, more space was booked for 1999 than the whole show took up in 1998. Now the show has doubled in size for 1999. We are now building on this success and are making our plans to deliver an even more successful show for this year.

Computer Telephony Expo UK 99 launched in 1998 to a hugely successful reception, attracting over 8,900 visitors and 61 exhibitors. Over half of the visitors said that this very first Computer Telephony Expo was better than any other UK Voice/IT/Telecoms show and CT Expo 99 is set to be more than double in size. CT Expo 99 will include as part of its conference programme a dedicated Call Centre track and will also feature a web-enabled call-centre "Test Drive" on the show floor for all attendees. Co-located with Networks telecom, the UK's no.1 voice and data networking show, it offers visitors the single most valuable day out of the year!

Visitor benefits

  • Personal
  • Keep up to date on emerging technologies in the industry
  • Build your own marketability/knowledge
  • Network with leading industry's players & peers
  • The most comprehensive educational opportunity

  • Business
  • All the key industry suppliers are there under one roof - showcasing their latest products and services
  • Get access to a plethora of current and new industry knowledge
  • Co-location with Networks telecom, offers visitors the single most valuable day out of the year!

    What can CT do for your organisation?

  • Improve Customer Service
  • Increase employee productivity
  • Reduce costs

    Here are just some of the 120+ leading suppliers that will be at CT Expo 1999: Aculab, ATIO Corporation, C3 Computer Telephony, Dialogic Telecom, Genesys, Interactive Intelligence, Latitude Communications, Natural MicroSystems Philips Speech Processing, Rockwell Electronic Commerce, Ascom Telecommunications, Brooktrout Technology, Datapoint, First Choice CTI, I-BUS, Nexus Telecom, Nortel, Periphonics VPS, Redwood Technologies, TeleWare ,

    Free consultancy/advice centre and special events

    Computer Telephony Expo 99's has much more to offer you this year, it will host a series of special events and features that will be an added value to all users;

    Value Added features for 1999:

  • Free advice centre - independent free professional advice will be available for end-users throughout the duration of the exhibition, the clinics will be a free 20-30 minute objective and neutral personal consultations for visitors
  • Web-enabled Call Centre test drive - get a hands on experience of the new technology breaking into the industry
  • IP Telephony- showcasing the new Internet Telephony products/services
  • Dialogic Partners Pavilion
  • Enterprise Support Centre Test Drive
  • On-line booking system for appointment with exhibitors & free advice centre
  • Free entry to Networks telecom exhibition

    Our world class education programme

  • THE CONFERENCE: Computer Telephony 99's world class education programme, focused around a three-track (CT Technology, IP Telephony and Call Centre) conference and packed with end-user case studies, it is for all users whatever your stage of CT awareness/implementation, whether you learning, researching, developing or upgrading.

    The CT Technology track will cover the very latest technical advances, such as web-enabled call centres, Unified Messaging, IVR, ACDs, network and systems management, etc. IP Telephony track will look at the development of this technology and its application within the market place. Call Centres track will cover the technological impact with the CC industry, performance & management standards and key staffing issues.

    Click here to go to the exhibition website PLAN YOUR DAY AT CT EXPO! Benefits for YOU!

  • You are able to book a 15-30 min consultancy sessions either in advance via the web (please see BOOKING FORM below) or at the show itself with a TSC Consultant to discuss your Call Centre and CT issues. Part of the advice is also to guide you round the show - to provide an independent overview of the exhibitors, their products and services and their role within Computer Telephony and Call Centre solutions.

  • Visit the Advice Centre and discuss with a TSC consultant the following: CT Expo exhibitors and their solutions European Call Centre Computer Telephony Emerging technology issues
  • TSC will provide specialist senior consultants knowledgeable in the following areas: 1.Strategy and Business case issues for European and National customer management and call centre strategies today and in the future. 2.Technology - vendors, integration, transition and implementation issues. 3.Process - developing and implementing process across the whole business to support call centre & Customer Relationship Management strategies. 4.Operational & Human Resources (People) issues. Performance management, motivation, resources, management and reporting. 5.Location - both national and European call centre location considerations

    Exhibitors include:

  • 6C48 ACAL MicrosystemsLtd
  • 6C40 AVT Corporation
  • 6A55 Actius
  • 6D90 Aculab Plc
  • 6E91 Analogic Corporation
  • 6E19 Apropos Technology
  • 6E78 Armstrong Communications Ltd
  • 6F24 Artisoft
  • 6C28 Ascom TelecommunicationsLtd
  • 6F71 Brooktrout Technology
  • 6E90 Business Systems(UK)Ltd
  • 6F48 CallCentreWorld.com - come and visit us!
  • 6C90 C3 Computer Telephony
  • 6A35 CCMA
  • 6A8 Call Centre Europe
  • 6A21 Call Centre Focus
  • 6F30 CallCentre Association
  • 6B90 Channelvox Ltd
  • 6B4 Computer Telephony Magazine
  • 6B2 Connaught Factsline Ltd
  • 6E52 Criticall
  • 6C29 Crystal GroupInc
  • 6A45 Customer Service News
  • 6F28 DFI-NE
  • 6F10 Datakinetics Ltd
  • 6B80 Dialogic Telecom Europe
  • 6E18 ECT European Computer Telephony
  • 6F18 Entropic Ltd
  • 6E20 Ericsson Ltd
  • 6C70 First Choice CTI
  • 6E10 Genesys
  • 6F40 Geotel
  • 6F50 Hammer Technologies
  • 6B70 I-Bus Europe
  • 6F80 IS Integration Ltd.
  • 6A51 Integrated Dealer News
  • 6B40 JF Nott Ltd
  • 6E42 Microlog
  • 6D20 Natural Microsystems
  • 6C80 Nexus Telecom
  • 6E80 Nortel Ltd
  • 6A11 Ovum Ltd
  • 6E50 Polycomp
  • 6B50 Rockwell Telecommunications
  • 6F48 Sales Arena Magazine
  • 6B42 Speechworks (Altech)
  • 6A78 Systems Integration Ltd
  • 6D10 Technology Solutions Company(TSC)
  • 6D70 Tele Ware Limited
  • 6E40 Telegenix
  • 6F90 Ubiquity Software Corporation
  • 6D40 VegaStream
  • 6C50 Vocalis
  • 6F54 Voice Connect Ltd
  • 6A90 Voice Products Group PLC
  • 6F78 Voiceware Systems Conference programme at a glance

    Conference programme at a glance

  • Track 1: CT TECHOLOGIES DAY 1 (29th June 1999)
  • Optimising customer relationship management through the latest web and virtual network technologies. Trevor Dearing, Solutions Marketing Manager EMEA, Nortel Networks (UK)
  • Logging and monitoring technologies to improve performance in the call centre. Richard Mill, Managing Director, Business Systems UK (UK)
  • Using IVR systems to develop a data-driven call centre strategy Al Balasco, Product Manager, Brooktrout Software (USA)
  • Exploiting CT Technology in the small call centre Steve Morrell, Consultant, Datamonitor (UK) DAY 2 (30th June 1999)
  • An evaluation of the current and future state of CT markets and technology Tony Duerink, Marcoms Manager, Dialogic Telecom Europe
  • Odeon cinema case study, how speech enabling their call centres has optimised business processes and call centre performance. Bill Burger, Managing Director, Telephonetics Interactive Voice Systems.
  • Planning for the future – How new technologies will result in a fully integrated call centre Terry Dettmann, Chief Scientist, Emerging Technology Solutions International (USA)
  • Churchill Insurance case study – Installing an outbound telesales systems within an inbound call centre Richard Webster, Sales and Marketing Director, Kingston Voiceware (UK)

    DAY 3 (1st July 1999)

  • Optimising the role of CRM technologies within the call centre Pat Whelan, Managing Director and VP EMEA, Mosaix (UK)
  • Telewest Case Study – Making the transition from help desk to a consolidated customer support centre Andrew Dawson, Head of EMEA Corporate Communications, Remedy Corporation (UK)
  • The strategic role of multimedia and intelligent queuing in enhancing customer service Kenneth McKenna, Director of CTI Product Management, Periphonics Corporation (USA)
  • The role of technology in empowering your agents in risk-sensitive environments Vic Hallows, Managing Director, Davox Europe (UK) Track 2: CALL CENTRES: PEOPLE, PROCESSES & TECHNOLOGY DAY 1 (29th June 1999)
  • Reducing staff churn through improved selection assessment and induction training Tony Hoskins, Director, Manpower (UK)
  • Cost effective techniques for boosting motivation in call centres Bill Basham, Managing Director, Waypoint International (UK)
  • The new and softer performance measurements for call centre staff Patrick James, Principal, TSC (UK)
  • Evaluating the growing impact of e-commerce on the traditional role of the call centre Lars Irenius, Manager Customer Interaction, Ericsson Business Networks (Sweden)

    DAY 2 (30th June 1999)

  • New methodologies for improving knowledge and skills of call centre teams Kevin Gavaghan, Managing Director, Knowledge = Power (UK)
  • Transforming the call centre as a strategic tool in building customer relationships Betsy Wood, Senior Business Consultant, Nortel Networks Europe (UK)
  • How will multi-media, multi-channel and new call centre technologies impact on the call centre as a place to work? Andy Brett, Principal (Technology), TSC (UK)
  • Coaching strategies to get the most out of call centres agents Phil Coley, Training Director, Telesales People (UK) DAY 3 (1st July 1999)
  • The skills required in the call centre when moving to one-to-one customer relationship management (CRM) Victoria Lord, European Marketing Director & David Chong, Senior Principal, TSC (UK)
  • Financial Services case study – Overcoming the barriers to outbound calling, delivering value to customers and to profitable business Bob Evans, Chairman, Intuitive Systems (UK)
  • Addressing the human issues when outsourcing your call centre operation Steve Madden, Divisional Director, The Capita Group
  • Evaluating the cost and benefits of teleworking for call centre agents Tony Haigh, Principal Consultant, Mason Communications (UK) Track 3: IP TELEPHONY (including web-enabled call centres) DAY 1 (29th June 1999)
  • The market impact of IP telephony – how big and how soon? Bertrand Chauvet, Business Development Manager, Dialogic (France)
  • Predicting consumer - and enterprise take-up of IP telephony-based products from an end-user point of view Chris Wyles, VP & MD EMEA, Clarent Corporation (UK)
  • Clarifying the options available and their likely business benefits when building a web-enabled call centre Stephen Wood, Consultant, Ovum (UK)
  • Building and integrating applications for IP telephony Simon Gibson, President & CEO, Ubiquity Software Corporation (UK) DAY 2 (30th June 1999)
  • A comprehensive guide to Internet Telephony Rainer Straeter, European Product Marketing Manager, Digi International (UK)
  • Case study – Interoute’s deployment of IP Telephony in Spain Ted Rook, Director, European Operations, Interoute Telecommunications (UK)
  • Implementing virtual call centre and web enabled call centre solutions Peter Mathers, Head of Sales, Business Development and Consultancy, Energis (UK)
  • The implications of IP Telephony for value-added services Bertrand Chauvet, Business Development Manager, Dialogic (France) DAY 3 (1st July 1999)
  • The search for value-added services in IP Telephony Josh Adelson, Product Marketing Manager, Brooktrout Technology (USA)
  • Building a virtual global, inbound call centre to allocate the right skills to the right location at the right cost Mike Darby, General Manager Europe, Techteam Europe (UK)
  • An update on the standards for IP Telephony Stephane Aubin, Marketing Manager, Natural Microsystems (France)
  • Rolling out IP telephony back-office from trial to operation James Shen, President & CEO, NeTrue Communications (USA) Track 4: CORPORATE ENTERPRISE NETWORKS

    DAY 1 (29th June 1999)

  • Gigabit Ethernet vs. ATM – Choosing the right high speed backbones George Robertson, Principal Consultant, Workplace Technologies (UK)
  • Reaping the benefits of voice and data convergence for SMEs and remote branch offices Robin Hayman, Sales & Marketing Manager, Lucent Technologies – Express Communications Solutions (UK)
  • Achieving effective Network Security Rob Dunachie, Technical Director, ECS (UK)
  • Integrating mobile voice and data into the corporate business process Nick McLean, Marketing Director, RAM Mobile Data (UK) DAY 2 (30th June 1999)
  • Automated Problem Diagnosis – how close is the self-healing network? Dr Shaula Yemini, President, System Management ARTS (USA)
  • Migrating from legacy to IP networks Neil Kinder, Technical Director, 3Com (UK)
  • Managing the convergence of servers, desktops and networking Henrik Hansen, Marketing Manager, Intel Corporation (UK)
  • The benefits of gigabit ethernet in the new generation of fast routing Ed Kurata, Product Marketing Manager, Foundry Networks (USA) DAY 3 (1st July 1999)
  • Managing TCP/IP network infrastructures Ray Hunt, Senior Lecturer (Communications), University of Canterbury (New Zealand)
  • Dealing with convergence and its impact on the Network Manager’s role Jeremy Haskey, Marketing Manager, Newbridge Networks (UK)
  • Intranets, Extranets and VPNs – challenges and business benefits Jeff Sturgeon, Vice President (International), MCI Worldcom Advanced Networks (UK)
  • Optimising Business Critical Application Performance across the WAN Todd Krautkremer, Vice President Marketing, Packeteer US (USA) Track 5: EXTENDED VOICE & DATA NETWORKS DAY 1 (29th June 1999)
  • Measurements and methodologies for maintaining quality of service Mark Fishburn, Vice President Marketing, Netcom Systems (USA)
  • Extending ATM into the access network Tracy Earles, Vice President Marketing, Mariner Networks (USA)
  • Creating internet based Virtual Private Networks Thomas Duda, Director, Novell Business Internet Services EMEA (Germany)
  • Creating broadband internet connection via ADSL and cable modems Mike Valiant, Market Development Manager – Cable Access Europe, 3Com (UK) DAY 2 (30th June 1999)
  • The Implications and Realities of Network Convergence Geraint Evans, Product Marketing Manager, Chernikeef Networks (UK)
  • Meeting the requirements for large scale IP telephony architectures Stephane Aubin, Marketing Manager, Natural Microsystems (France)
  • An independent analysis of the trends and value of integrated fixed/mobile services Fiona McPherson, Marketing Manager, In-touch Associates (UK)
  • ATM network quality of service – an update on ITU-T standards and testing Peter Huckett, European Marketing Director, TTC (UK) DAY 3 (1st July 1999)
  • Enabling the future of broadband communications Clive Curtis, Head of Retail Marketing, MCI Worldcom (UK)
  • Developing integrated business communications for the small business and remote office Tom Williams, President, Praxon (USA)
  • New developments in the management of telephone traffic Martin Fowler, Director Carrier Services, Interoute Telecommunications (UK)
  • Bundling voice and data services over integrated broadband access Kevin Walsh, Vice President Marketing, Accelerated Networks (USA) Track 6: REAL BUSINESS CASE STUDY MASTERCLASSES DAY 1 (29th June 1999)
  • Reducing staff churn through improved selection assessment and induction training Tony Hoskins, Director, Manpower (UK)
  • Cost effective techniques for boosting motivation in call centres Bill Basham, Managing Director, Waypoint International (UK)
  • The new and softer performance measurements for call centre staff Patrick James, Principal, TSC (UK)
  • Evaluating the growing impact of e-commerce on the traditional role of the call centre Lars Irenius, Manager Customer Interaction, Ericsson Business Networks (Sweden) DAY 2 (30th June 1999) New methodologies for improving knowledge and skills of call centre teams Kevin Gavaghan, Managing Director, Knowledge = Power (UK)
  • Transforming the call centre as a strategic tool in building customer relationships Betsy Wood, Senior Business Consultant, Nortel Networks Europe (UK)
  • How will multi-media, multi-channel and new call centre technologies impact on the call centre as a place to work? Andy Brett, Principal (Technology), TSC (UK)
  • Coaching strategies to get the most out of call centre agents Phil Coley, Training Director, Telesales People (UK) DAY 3 (1st July 1999)
  • The skills required in the call centre when moving to one-to-one customer relationship management (CRM) Victoria Lord, European Marketing Director & David Chong, Senior Principal, TSC (UK)
  • Financial Services case study - Overcoming the barriers to outbound calling, delivering value to customers and to profitable business Bob Evans, Chairman, Intuitive Systems (UK)
  • Addressing the human issues when outsourcing your call centre operation Steve Madden, Divisional Director, The Capita Group
  • Evaluating the cost and benefits of teleworking for call centre agents Tony Haigh, Principal Consultant, Mason Communications (UK)

    PRESS RELEASES / LATEST SHOW NEWS

  • INPUT REQUIRED FOR MARKET RESEARCH AT CT EXPO & NETWORKS TELECOM 99:

    What have you always wanted to know about end-user issues, trends, adoption rates, timing and spend?

    Miller Freeman is planning to conduct an industry survey, in conjunction with NOP Research, at CT Expo and Networks Telecom 99. The aim would be to ascertain the scope and direction of the CT and networking industries, and the extent to which convergence is actually happening at the end-user level.

    This is your opportunity to help Miller Freeman to help you in your understanding of the marketplace. Key questions might be:

    Which corporations have integrated their web site and call centre using IP telephony, but are still uneasy about relying on it for anything else?

    How many organisations have already connected their PBX to a LAN, and how many are likely to have done so in two years, or five?

    How many have replaced their switch with server-based call control? What were their motivations for doing so, and are there technological, financial or political barriers preventing others from doing the same?

    In fact, when will the distinction between telephone switch and network server start to blur, and your customers be ready to embrace the concept of hybrid servers?

    If you've been yearning for the answers to questions like these, or hold a strong opinion about issues which are lacking coverage in existing research - now's your chance. We're asking for your input, so that if the research goes ahead we can at least discover some things you might like to know (and possibly some you might not).

    We would welcome your thoughts on any questions that you would like to see included, and will strive to cover your areas of interest. But you'll have to be quick: due to our own deadline for formulating the survey, we need to have your response by Wednesday 9th June at the absolute latest.

    Please respond by e-mail to dregan@unmf.co.uk or call me on 0181-987-7577 Dawn Regan, Computer Telephony Expo

    Hurricane to hit Birmingham Harry Newton, author of the best-selling ''Newton's Telecom Dictionary'' and world expert in the Telecoms and Computer Telephony fields, is set to strike the Birmingham NEC at gale force 9 on Tuesday June 29th at 12.30pm - delivering the keynote presentation on the opening day of Computer Telephony Expo and Networks telecom 99.

    After taking last year's shows by storm, 'Hurricane Harry' returns by popular demand to whip into a frenzy another generation of CT Expo and Networks telecom visitors. Harry is one of the world's foremost authorities on telecoms, as well as being the most popular speaker on the subject in North America, with a highly entertaining presentation style!

    With his patented mix of showmanship and thought provocation, Harry has a few targets in the eye of his storm: the incredible opportunities in Computer Telephony; why one network for Voice and Data is now a must, and how you can prepare for it. Plus a look at everything you need to know about IP telephony, mobile telephony, wireless, call centres, communications servers and webphony; and the implications of all this new technology for the way you do business.

    Whether you are an end-user, a manufacturer or a reseller wanting to know how CT technologies will affect you, don't miss this FREE Keynote Address: Hurricane Harry has all the answers.

    Interested in a stand? - Who did we deliver last year?

    • Over 8,900 visitors in total
    • Over 58% manager/director level
    • Over 11% call centre - helpdesk - (chief area of expertise)
    • Over 40% IT/MIS/Network/LAN - (chief area of expertise)
    • Over 17% telecommunications - (chief area of expertise)
    • Over 12% sales & marketing - (chief area of expertise)
    • Over 43% of visitors from large/corporate companies (250+ employees)
    • Over 14% from companies with 5,000+ employees

    The products and services that they were interested in buying were voicemail, PC based phones, IP Telephony, Automated Call Centres, Telecommuting, PC Based Switching, Computer/Networks Security, Web-enabled Call Centres, Voice Processing, Speech Recognition, IVR, Predictive Dialling and Text to Speech.

    95% of the floor space has been sold, with 12 weeks to go - Don't miss out on the UK's premier computer telephony show.
    For more information contact the UK sales team:
    Phil Hunter - Tel: +44 (0) 181 987 7582 Email: phunter@unmf.co.uk
    Giles Brown - Tel: +44 (0) 181 987 7841 Email: gbrown@unmf.co.uk