Unveiling the Future of the Contact Center: Highlights from CCW Las Vegas 2023

Thousands of contact center leaders and professionals from around the globe gathered at one of the largest contact center event series from June 19th-22nd, 2023 for  Customer Contact Week at Caesar’s Forum in Las Vegas. 

As the customer experience in the contact center is undergoing a major transformation, the JustCall team — together with the Helpwise and CallPage teams — participated at CCW Vegas, unveiling groundbreaking solutions and tackling the pressing challenges confronting the modern contact center workforce.

With the broad themes revolving around Artificial intelligence and automation, workforce management, CX & engagement, data and operations, and efficiency, CCW Vegas brought professionals from across many sectors and industries under one roof for some truly inspiring and insightful conversations around the emerging role of AI and other game-changing tech innovations happening in the contact center industry. 

Keep reading to explore the ground-breaking ideas and powerful revelations that emerged during CCW Vegas 2023. 

Customer Contact Week, Las Vegas 2023 Highlights: A recap of the event’s key takeaways

Customer contact week is the premier global gathering for professionals in customer experience, technology, marketing, and operations. This event features impactful keynote presentations, collaborative discussions, and unparalleled networking opportunities.

CCW 2023 brought together professionals from across sectors and industries to delve into the revolutionary changes in the contact center. The event served as a catalyst for inspiring and insightful conversations, shedding light on the emerging role of AI and other innovations that are  driving the industry forward. 

Revolutionizing Customer Experience with Tech Innovation

Modern businesses are on the hunt for solutions that can help them engineer better conversations in the contact center. At the Customer Contact Week, the central theme revolved around the newest wave of technological innovations regarding artificial intelligence in the contact center.

Uncovering the Future of AI in the Contact Center : An Insightful Fireside Chat

Gaurav Sharma, CEO of JustCall, led an insightful fireside chat on June 21st to help educate listeners  on the roles that AI and other modern technologies will play for the customer-facing teams of tomorrow. Joined by Brooke Lynch, ​​Customer Management Practice Senior Market Research Analyst, the discussion focused on the impact of AI in the contact center. This enlightening session provided valuable insights into the differences between conversational AI and AI-driven conversational intelligence. It specifically emphasized the crucial roles these technologies will have in empowering future sales, support, and customer service teams. 

Our Presence at CCW: Snapshots from the JustCall booth

Booth #505 was where all the action happened. Right at the center aisle of the Expo Hall, the JustCall booth buzzed with energy and innovation. Visitors got a chance to explore the broad range of contact center solutions that JustCall, Helpwise, and Callpage offer, and got a chance to experience JustCall iQ while sipping on a hot cuppa straight from the booth’s Espresso bar. 

Introducing JustCall iQ – Bringing Conversation Intelligence into the Contact Center

At its core, AI has been instrumental in generating accurate, game-changing insights that significantly influence decision-making within the contact center. 

With JustCall’s new AI-powered conversation intelligence solution — JustCall iQ — contact center teams will be able to generate smarter, more objective insights and make more intelligent business decisions. Visitors at the JustCall booth  had the opportunity to take a tour of the new conversation intelligence platform and experience it first-hand. 

About JustCall iQ 

JustCall iQ is an AI-driven collective brain for your contact center. Purpose-built for driving better customer interactions, JustCall iQ generates powerful real-time conversational insights and sentiment analysis.

Nominated as a finalist in the ‘Disruptive Technology of the Year’ at the CCW Excellence Awards, JustCall iQ is changing the way contact centers operate. It removes the chaos out of the contact center and delivers objective insights that help drive business goals. It seamlessly integrates with your existing tech stack and saves thousands of hours with powerful intelligence and automation.