BPO & Contact Center Technology Forum

May 30, 2023 | Tuesday | 9:30 AM – 2:00 PM

ABOUT

Join us for this in person event to hear from Philippines contact center and BPO leaders who are using AWS cloud technology to enable secure hybrid working and innovate contact center operations at lower cost. The Forum includes four breakout sessions showcasing outcomes for these use cases:

1. How Amazon Workspaces delivers Secure Hybrid Working
2. How Offshore BPOs are reducing cost and innovating CX with Machine Learning
3. How to optimise on-premise contact center technology with AWS technology
4. Understand how AWS partners can innovate contact center operations for contact centers servicing the domestic Philippines market

This is an event to learn from others over a morning session with an optional lunch for extended networking.

WHO SHOULD ATTEND

No matter whether you are in IT, marketing, operations, infrastructure or people management you’ll get insights to how Philippines contact centers and BPOs are transforming culture, process and technology by using AWS and partner technology.

AGENDA

9:30 AM
Registration and Coffee

10:00 AM
Overview of CX outcomes that AWS is delivering for BPOs and Contact Centers

11:00 AM
Breakout & Demo Sessions:

1. Amazon Workspaces for Secure Hybrid Working
Demo: How Workspaces enables Secure Remote Working

Join the AWS End User Computing breakout session to find out how Amazon is helping BPO firms and contact centers to transform their workforce and adopt hybrid work. Hear from one of our BPO customers on how they have achieved positive business outcomes by adopting Amazon Desktop and Application streaming services to improve business agility, agent productivity, data security whilst keeping cost in check. Immerse yourself in an interactive demo where you will learn how to deploy cloud desktops in minutes!

Speakers:
Chan Wai Tong, Head of EUC, ASEAN & Korea, AWS
Arun PC, Senior ASEAN EUC Specialist SA, AWS

2. Amazon Connect for Offshore BPOs
Demo: Profile Amazon Connect and the CX portfolio

Join this breakout session to learn how Amazon Connect is helping offshore BPOs grow revenue by retaining existing clients and winning new ones. AWS Partner, Local Measure will demonstrate the omnichannel Amazon Connect service and inbuilt Machine Learning (ML) capabilities for agent assistance, conversational analytics and customer service. We’ll have Philippine BPO users in attendance to talk about the outcomes they are achieving including 40% reduction in operating costs.

Speakers:
Dio Vasquez, GM, HSN Philippines
Mitch Woodbry, ASEAN Business Development Lead, Local Measure
Simon Burke, Head of CXE Go-To-Market, Asia Pacific & Japan, AWS

3. Contact Center Intelligence (CCI)
Profile outcomes of adding AWS artificial intelligence/machine learning (AI/ML) technology to existing contact center infrastructure.

Generative AI is changing the landscape of AI and Machine Learning. Please join this breakout session to discuss and see how Large Language Models like GPT, Stable Diffusion will empower your contact centre through our Contact Centre Intelligence Solution and provide the most fascinating customer experience. How AWS can help you build AI Companion with specific domain knowledge on cost effective infrastructure. How to start create your own Generative AI solution with no-code/low-code solution from AWS.

Speaker:
Chomchana Trevai, ASEAN AI/ML Specialist, AWS

4. ISV Partners via the AWS Marketplace

Learn about the 250 contact center applications available via the AWS Marketplace.

12:30 PM
Lunch and Networking

THE HOST