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Future of Virtual Contact Centre webinar


Date: 15th September 2021
Time: 1500 BST/ 10:00 ET


Overview for Future of Virtual Contact Centre webinar

What if there was a way for companies to keep contact centre agents local, whilst keeping costs down and staff turnover to a minimum? Well, there might just be a way - the virtual contact centre. As of now, traditional centres of this sort require employees to all be in one fixed location, but in a post-pandemic era, a virtual contact centre is useful for organizations to lower capital and operating expenses, while at the same time improving engagement by providing a more personalised experience. A 2020 study determined that $75 billion is lost by businesses annually due to poor customer service and that 86% of customers would be ready to continue a deal if they are able to emotionally connect with the customer service agent, this all but pronounces the need of a virtual contact centre for employees to be able to provide a more tailored experience to each customer.

As such centres are predominantly hosted in clouds, they are versatile, allowing businesses to efficiently scale up or down to meet any change in customer demands. They can scale the technology they possess, as well as staff available without having to think about adding any space or new hardware to their present physical location.

Virtual contact centres are the future as it is cost-effective and flexible to meet customer needs, come join us and learn more as Group Futurista hosts ‘Future of Virtual Contact Centre’.

What to Expect?


Connect, listen and learn with our live digital sessions.

Panel Discussions

Conversations and deliberations that are contagious


Network Digitally with industry leaders across the globe

Virtual one to one

Effective one-on-one meetings are a powerful tool to connect and close the deals with your leads.

Summit Highlights

07+ Knowledge Sessions

The summit will consist of interesting web panel discussions, exclusive live fireside chats and engaging digital industry presentations. 

10+ Industry

Industry's thought leaders, decision-makers, and solution providers will gather virtually to discuss the latest trends, innovations, and technologies in the Finance and Insurance Industry.


Congregation of industry's top-level executives and senior officials for knowledge sharing.

04+ Hours of Networking

Networking opportunity for solution and service providers with industry's top decision makers via digital exhibition, public live chats and private one-on-one video chats.

Discussion Points

Virtual Contact center:An Undeniable Choice for Current Times.

Achieving Agility & Competitive Advantage through AI & R.P.A in Virtual Contact Centres.A Guide to

Maintaining Operations for a Fully Remote Team through A Virtual Contact Center.

Evolution of VOC & VOE in The Virtual Contact Centre.

Topic We Cover

Omni-Channel Experience

Data Security

Interactive voice response (IVR)

Hyper personalization

Automatic call distributor (ACD)

Cost-effective Multitenancy Model

Virtual contact center model

Predictive Behavioral Routing (PBR)

Seamless customer Service.

Omnichannel routing

Intelligent automation


Financial Services


Public Sector





Healthcare and Life Sciences



Travel & Hospitality

Media and Entertainment


Who should attend?

Job Titles

CXO, VP, Director, Head of

  • Call Centre Director
  • Customer Service
  • Customer Experience
  • Customer Insight
  • Customer Strategy
  • Digital Customer Experience
  • Customer Loyalty
  • Contact Centre
  • Social Media
  • CRM
  • Marketing
  • Direct Marketing
  • Digital Marketing Specialists
  • Operational Excellence


Andy Kingston

Head of Offshore Contact Centres and Conversational Banking at HSBC

Paul Joesbury

Commercial Operations Director

Renzo Urzua

Global Contact Center Training Manager

Alejandro Simental

Director, Contact Center and Shared Services

Pablo Lopez Exposito

Head of Architects & Contact Center Projects

Evan Fromberg

Vice President of Global Sales

Barbara Dondiego

Chief Operating Officer

Our Sponsors

Platinum Sponsor


Media Partners


Frequently asked question

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