CCMA Sponsor Breakfast Briefing - Tata Communications - Harnessing AI and CX Automation for the Contact Centre of Tomorrow
Date: 27/02/2025
Venue: Radisson Blu, Golden Lane, Dublin.
In today's enterprise landscape, customer experience (CX) is the key differentiator, and AI-powered automation is redefining how organisations engage, support, and retain customers. As a leading global communications technology player, Tata Communications understands enterprises' complexities in transforming their contact centres to meet the demands of a digital-first world.
This session will explore the AI and automation lifecycle, from adoption to continuous optimisation, showcasing real-world use cases that drive efficiency, scalability, and customer satisfaction. We'll cover:
- AI-driven self-service: How virtual agents, chatbots, and voice AI enhance customer interactions while reducing costs.
- Predictive engagement: Leveraging AI to anticipate customer needs and proactively resolve issues before they escalate.
- Intelligent agent augmentation: Empowering human agents with real-time insights, automated workflows, and sentiment analysis.
- Seamless omnichannel orchestration: Ensuring consistency across digital and voice channels through AI-powered CX automation.
- AI for continuous learning: How machine learning and real-time analytics optimise operations and enhance personalisation over time.
- As a leading global communications technology player, we provide connectivity and enable enterprises to build intelligent, AI-driven CX ecosystems.
Join us to discover how to future-proof your contact centre, improve customer engagement, and drive tangible business outcomes through AI and automation.
About our Speaker
Paul Abbas is the Head of Customer Experience Sales at Tata Communications, bringing over three decades of experience in telecommunications. His deep expertise and strategic leadership have enabled global enterprises to leverage emerging technologies, driving innovation and transforming customer engagement.
In his previous role at BT Global, Paul led Contact Centre Sales teams for over 10 years, overseeing the successful restructuring of regional teams into global operations and managing key verticals, including banking and financial services. His work has been instrumental in helping businesses navigate complex digital transformations, accelerate cloud adoption, and deliver seamless, omnichannel customer experiences across global markets.
Paul's proven ability to help organisations rapidly deploy scalable, cloud-based solutions—often within as little as eight weeks—underscores his practical approach to delivering tangible business outcomes. His insights are invaluable for enterprises looking to enhance customer experience strategies, improve operational efficiency, and stay competitive in an evolving digital landscape.
Hearing from Paul is an opportunity to gain actionable insights from a leader who has consistently helped businesses drive growth, adopt cutting-edge solutions, and elevate their customer service capabilities on a global scale.
This breakfast briefing will commence at 9.00 a.m. to 11.00 a.m.
Please note competitors to Tata Communications are kindly requested not to attend this event.
Reserve a Place at This Event
If you would like to book a place at this event, please click on the button below.