CCWF 2018 is the most prominent contact center and customer experience professional event. This year, over 1400 visitors, 450+ delegates and 100 speakers, and some 30 exhibitors took part in this large-scale conference and exposition held at the business center of the Radisson Slavyanskaya Moscow hotel.
NODA, being the leading Russian developer of automated contact center solutions, traditionally featured as a Golden Sponsor of the event and took an active part in the business program of the Forum, which included a conference, a plenary session, parallel topical sessions, panels, and workshops.
Andrey Zaitsev, Director of Contact Center Department at NODA, delivered a report "Robots in Contact Centers: From Rocket Science to Practical Implementation" at the key plenary session on strategies and innovations in customer experience. In his speech, he described how ideas only recently considered fantastical gradually become everyday practice. Andrey Zaitsev also took part in the panel discussion on a wide range of topics connected with digitalization of contact centers, including real cases of new technologies implemented into practice.
Apart from the conference, NODA was one of the central exhibitors of the CCExpo held during CCWF 2018. The Russian vendor's traditionally bright stand presented a range of products and solutions.
Another landmark event, which took place in the Live DEMO zone, was a live demonstration of NODA's latest product, the Virtual Helper, a bot for text message processing. The bot helps to automate text interactions with users in their native language. AI and machine learning enable the intelligence system of the platform to understand the meaning of the customer's query. The solution makes it possible to automate various customer service and internal corporate processes; on top of that, it widens the range of services offered by the user to customers and partners. The product does not require preparation of any special training data; it can be deployed together with digital service channels, and there is no need in lengthy accumulation of text data. The system, with its user-friendly interface, is capable of self-learning without any help from IT-specialists or linguists. The LIVE DEMO also included other NODA products: Noda Omni-Channel and Noda WFM, already well-known on the market.
At the parallel topical sessions, speakers from Mosenergosbyt, New Contact, Russian Post, GRAN, and Astra Page described their positive experience of using Noda Contact Center, Noda WFM, Noda Omni-Channel, and other products and solutions developed by the company. For example, Sergey Kuregyan, Head of Business Development at Mosenergosbyt, speaking at the Digital Revolution and Omni-Channel session, described how implementing new technologies affects efficiency, contact center costs, and customer experience. Tatyana Mendeleeva, Head of Project Management Department of New Contact, presented her company's experience of using robotic services with speech recognition for handling requests of Russian Post clients. In her turn, Elena Gubanova, who heads the QM Department at New Contact, spoke at the Contact Center Operational Management session of the company's experience of the contact center quality management.