Conference

CCNNZ Conference 2021

CCNNZ Conference 2021

CCNNZ ConferencE Speakers

2021 CCNNZ CONFERENCE EXHIBITORS

The following companies will be exhibiting at our 2021 CCNNZ Conference.  Watch this space as more exhibitors come online!

Would you like to exhibit at our conference or become a CCNNZ Awards sponsor?  Download the exhibitors/sponsors pack and a copy of the floor plan using the links below:

CCNNZ Conference 2021 – Exhibitor and Award Sponsors Information Pack

 

Hitech

We are the Contact Centre Specialists, your one-stop-shop for Cloud Contact Centre. If you are looking to move your old on-premise PBX off-site but want to keep It in NZ then look no further.  Hitech solutions offer an end to end solution for NZ and Pacific-based call centres.  Softphone, Headsets, Integrations, Workforce Management Software, Network, Tolls and Access, Full Q.OS. and Single Vendor Billing. Over 50 NZ and Pacific Contact Centres and Counting ….Will you be next? 

Mitel

A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries.

Mitel is #1 globally for Private Cloud, #1 UC in Europe and #2 UCaaS worldwide. We are the only communications company that spans the UC, UCaaS and Contact Centre Gartner Magic Quadrants.

Mitel was one of the first cloud technology providers to partner with Google Cloud to transform the customer experience. Previously, the companies announced they would draw upon Mitel’s deep contact centre expertise to create smarter contact centre AI solutions with Google Cloud’s AI and machine learning technologies.

For more information, go to www.mitel.com

ContactSuite

Great CX means keeping your attention on what matters most; your customer. ContactSuite’s frontline focussed CRM and Knowledge Management solutions take away complexity and free your contact centre team to allow them to focus on interactions rather than systems.  Amplify that power by linking with your exiting phone system, or leverage the power and freedom of the cloud through Amazon Connect.

Cogent

In the fast-paced world of contact centres, keeping track of agent performance and customer satisfaction is essential. Cogent with Liquid Voice can help your business enhance the customer experience during every interaction.

From transcription to omni channel recording, speech analytics to PCI Compliance, Cogent’s Liquid Voice solutions work in both traditional and IP environments and are tested and accredited by the world’s leading manufacturers of telephone systems (including Alcatel, Avaya, Cisco, Mitel, Skype for Business and NEC).

 

LearningPlanet

 

Synergy Enterprise Solutions

Trusted Contact Centre and CRM solutions experts enabling hundreds of contact centres and enterprises in ANZ to achieve a personalised, consistent customer experience across all communication channels since 1999.  

Our local team of consultants, engineers, developers and salespeople are highly experienced in all aspects of contact centre and CRM technology including:

  • Omni-channel customer engagement and communications
  • Cloud contact centre solutions
  • CRM, helpdesk & ITSM solutions
  • Technology consulting and professional services (including cloud transition)
  • Workforce management, optimisation and gamification
  • Speech analytics, real-time intent and sentiment analysis
  • AI-enabled customer engagement including chatbots and agent-assistants
  • System integration and application development
  • Managed services

If you want to know more about using contact centre and CRM technology to deliver the ultimate customer experience, please get in touch at: https://synergyes.com.au

 

Twilio

Twilio is the leading cloud communications and customer engagement platform.  Millions of developers around the world have used Twilio to unlock the magic of communications. Twilio has democratised communications channels like voice, text, chat, video, and email by virtualising the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organisations — to reinvent how companies engage with their customers.

To learn more about Twilio, click on the link below:

 

PMA Global Limited

PMA Global Limited provides managed services for sourcing print and promotional goods, and the logistics for these marketing collaterals. The company was originally formed in 1988 as a print management service and has become a modern suite of managed services that stretch from traditional print, to 3D printing, to large scale promotional items and right through to self-managed procurement software solutions & e-commerce.

We pride ourselves on industry best practice, innovation in our segment and being flexible enough to handle virtually any customer request.

Genesys

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy, and foster customer trust and loyalty.

To learn more about Genesys, click on the link below:

https://www.genesys.com/en-sg

 

Great Outcomes

Great Outcomes is sponsoring the CCNNZ National Customer Contact Agent of the Year Award 2021.

Great Outcomes is very pleased to be sponsoring the 2021 CCNNZ Customer Contact Agent of the Year Award.

Since 2001, Great Outcomes has been a dedicated partner of New Zealand’s contact centres.

We are totally focussed on providing the best contact centre applications to transform your business. Wherever you are in your contact centre development, we can recommend a shortlist, assist with execution, or optimize your existing system. Great Outcomes will guide your transition from legacy contact centre technology to a robust and capable digital platform to meet evolving customer preferences. We start by gaining a clear understanding of your needs, then build trust and confidence through proven delivery methodologies.

Are you thinking a Cloud Contact Centre is the optimal strategy for your business? Reach out. Let Great Outcomes help you. 

Our partners include:

8×8 | Avaya Cloud Office | Dialpad | Fuze | Lifesize – Serenova | LogMeIn | MaxContact | NICEinContact | RingCentral | Talkdesk | Vonage

To learn more about Great Outcomes and what they do, click on the link below:

https://greatoutcomes.co.nz/

Enghouse Interactive

Enghouse (“Enj” house) is a long time sponsor of CCNNZ from when we used to be Zeacom. Now under the umbrella of international best-selling contact centre brand Enghouse Interactive, we continue to design and build our award winning contact centre solution right here in Auckland – and we successfully market it all over the world as well as NZ. We still turn to our NZ customers and friends for ideas and feedback, and we will be delighted to hear from anyone interested in getting in touch.

From smart analytics and omni-channel to self-service, Cloud, video, automation, bots and AI, the way that CX is delivered and measured has taken a phenomenal leap forward recently.  Come and talk to us about your evolving needs and find out we can help you address these with today’s technology.

To learn more about Enghouse and what they do click on the link below:

www.enghouseintereactive.co.nz

The Skills Organisation

The Skills Organisation is committed to workplace capability.  They work with the Contact Centre industry to help people in the workplace gain recognition in the form of qualifications for the work that they are doing.  Skills has had a long association with this sector as an Industry Training Organisation (ITO).  In this capacity they have developed unit standards and qualifications that are nationally recognised on the New Zealand Qualifications Framework.  They provide assessment programmes that formally measure how workplace training reflects the competency requirements of selected qualifications.

You are learning while you are working.  You are learning when you do product training.  You are learning when you are having coaching sessions with your team leaders.  You are constantly learning on the job when you face new situations that you need to deal with.  Skills Assessment Resources provide you with the opportunity to reflect on what you know and put it into a framework that can be measured, and you can be awarded a qualification.

Skills have qualification pathways that reflect the career growth that happens with a Contact Centre.  As you move through your career you can gain more qualifications that reflect the work that you do.

These qualifications are listed below:

New Zealand Certificate in Contact Centre Level 3 version 2

This qualification measures fundamental skills for working in a Contact Centre environment.

Delivery is via Skills Assessment resources (workbooks) and will soon to be available as Online learning and assessment modules.

Topics covered in the assessments include:

  • Health and Safety in the workplace
  • Emotional and mental wellbeing
  • Building effective relationships
  • Legislation relevant to the Contact Centre environment
  • Product and service Knowledge
  • Customer Knowledge
  • Technology and systems used in a Contact Centre
  • Customer Service Techniques
  • Quality frameworks
  • Challenging Interactions

New Zealand Certificate in Business (Introduction to Team Leader) Level 3

This qualification is ideal for people who are new to team leadership or have the potential to be appointed to a team leader role.  There are no entry requirements, however the learners must have access to workplace processes and procedures for team leaders.

Delivery is via Skills Assessment resources or workbooks.  There are three modules:

  1. Apply principles for effective team performance within a team.
  2. Develop objectives for a team.
  3. Describe and compare different styles of team leadership for a business entity.

New Zealand Certificate in Business (First Line Management) Level 4

This qualification is a great professional development option for experienced managers. It focuses managers on the skills they need to draw out the best in their teams, to communicate effectively with stakeholders and how to create culturally inclusive environments.  This qualification is designed for those who are already managing a team.

Delivery is via Skills Assessment resources or workbooks.  There are two modules:

  1. Manage a team to contribute to a business entity’s objectives.
  2. Manage workflows.

New Zealand Certificate in Project Management (Level 4)

As part of daily workplace activities, staff work on the planning and delivery of projects to improve business practice and processes.  This qualification is for anyone who is working in a broad range of support roles as a project team member and takes responsibility for some parts of a project.  Skills define a project as a one-off event that leads to business-as-usual.

Delivery is via a Skills Recognition process. 

  • You complete a self-assessment describing the project and your role with it. This includes a verification statement from your manager.
  • You complete an evidence portfolio that supports the planning, execution, monitoring and control and closing of a project.
  • You take part in an assessment discussion to clarify the evidence you have provided.

For more information and to speak with someone about how you can take part in this journey click on the link below:

 https://skills.org.nz/careers-

Madison

Madison has been connecting Kiwis since 1998 and we are part of the Accordant Group, New Zealand’s largest, home grown, recruitment group. Madison was built on Contact Centre and Business Support recruitment. Today, we also recruit across Human Resources & Recruitment, Accounting & Finance, Government & Policy, Sales & Marketing, Property & Construction, Procurement, Industrial and Executive. We offer full end-to-end recruitment solutions for temporary, permanent and contract positions across the country as well as unbundled and bespoke recruitment services.

Our Contact Centre recruitment teams consist of 10 specialists across six offices nationwide. We love working with contact centres and customer focused teams of all types and quickly adapt our approach and style to fit our customer’s needs. We understand that all centres are different – and so are we! Our process and approach complements the changing landscape of the industry. We get the formalities out of the way quickly so we can spend time building a partnership and getting to know you and your business.

Visit us to hear why it’s so great to be a part of the Contact Centre Industry! 

To learn more about Madison and what they do click on the link below:

www.madison.co.nz

EPOS

Established upon the former successful joint venture between audio specialist Sennheiser and the world-leading hearing technology group Demant, EPOS designs, manufactures and sells pioneering high-end audio and video solutions for businesses and professionals around the world. 

Crafted with advanced engineering and pioneering technologies, EPOS offers uncompromised audio and video connectivity that enable business professionals to better communicate and collaborate – anytime, anywhere and on any device. EPOS audio is reliable, easy-to-use and designed for ultimate comfort. 

Owned by the Demant Group and with headquarters in Copenhagen, Denmark, EPOS builds on more than 115 years’ audio expertise and operates in a global market with offices and partners in more than 60 countries. 

Alongside own-branded premium audio and video solutions, EPOS sells co-branded EPOS I SENNHEISER products under a trade license agreement with Sennheiser. 

Find more information at www.eposaudio.com

Distributed by Atlas Gentech www.atlasgentech.co.nz

To learn more about EPOS and what they do click on the link below:

Nice CXone

Customer Engagement Solutions – Perfecting Customer Experience

Deliver effortless, consistent and personalised customer experience.

Nice CXone delivers a comprehensive Agile Customer Experience solution for your customer service on the world’s #1 cloud native CX platform, providing a digital-first, hyper-personalised and adaptive environment for both consumers and employees.

To learn more about Nice CXone and what they do, click on the link below:

https://www.nice.com/engage/cxone/

Chandler MacLeod New Zealand

Chandler Macleod New Zealand is part of the Chandler Macleod Group, a world-renowned recruitment and staffing provider, so we know what it takes to recruit, select and retain the best people. In fact, everything we do relates to unleashing potential in people and companies; from providing today’s career opportunities to planning, measuring and managing the workforces of tomorrow.

We are based throughout New Zealand, and provide recruitment services through the Business Support and Contact Centre industries for a number of businesses.

To learn more about Chandler MacLeod and what they do, click on the link below:

https://www.chandlermacleod.co.nz/

Login