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Realising the impact and value of AI in the contact centre
The UK contact centre landscape is at a pivotal moment, as both major and mid-market organisations move from fragmented, siloed technology stacks toward intelligent, AI-first platforms that drive business growth and innovation. While AI is revolutionising customer service, true transformation requires more than simply layering AI onto existing systems: it demands a redefinition of operational models, seamless integration of front and back-office platforms, and a focus on both customer and employee experience.
The opportunity for AI in the contact centre extends well beyond self-service. Automation of routing and repetitive tasks, agent assist technologies, predictive analytics, and improved knowledge management are all reshaping how organisations deliver customer service and empower their workforce. Critically, AI is enabling a fundamental shift in the role of the contact centre: from a traditional cost centre to a strategic profit centre. By unlocking new revenue streams, driving upsell and cross-sell opportunities, and delivering measurable business outcomes, AI-powered contact centres are now positioned as engines of growth rather than just operational overhead.
However, realising these benefits requires overcoming significant barriers: prohibitive costs of advanced AI solutions, the challenge of working with unstructured and dispersed data, and a shortage of professional skills to implement and manage these technologies; all of these while ensuring robust security and ethical AI practices.
Security, compliance, and governance remain top priorities for UK organisations as they navigate the reputational and regulatory risks associated with AI adoption in contact centres. There is a need to embed compliance and governance into every stage of the transformation journey, from strategic planning and technology integration, to workforce enablement and operational change.
Ultimately, organisations that embrace intelligent contact centre transformation will be best positioned to future-proof brand loyalty, foster a culture of innovation in their workforce, and deliver seamless, personalised experiences for their customers. By aligning technology, people, and processes, businesses can unlock the full value of AI and set a new standard for customer engagement in a rapidly evolving market.
Join Avanade and IDC to discover how UK organisations can realise the true impact and value of AI in the contact centre. Gain actionable insights and practical guidance for leaders navigating the complexities of AI-first contact centre transformation.
Agenda
Executive Dinner
One Day Event
Champagne Reception
Guest arrival with welcome drinks to be served
Welcome from IDC, Avanade & Microsoft
Oru Mohiuddin
Research Director, IDC
Jim Sherring
Account Director, Microsoft
Stephen Savage
Contact Centre Lead, Avanade
From Cost Centre to Profit Engine
Contact centres are being reframed from a cost centre to a profit centre? Do you agree, and if so which revenue or value levers (e.g. retention, cross‑sell/upsell during service, proactive outreach, reduced churn) would justify a move to CCaaS, and how would you measure success (conversion, save rate, NPS-to-revenue linkage, first‑contact resolution, agent productivity, or even contact avoidance)?
Barriers and De Risking the Move
What are the biggest obstacles holding you back from adopting a new CCaaS platform? Legacy integrations, operational risk, data residency/compliance, workforce and union considerations, change management, or contracts? Which de‑risking patterns (pilot ‘surround plays’, phased migrations, coexistence, agent‑in‑the‑loop guardrails, outcome‑based milestones) would make the transition more comfortable?
AI First Operating Model, not just Technology
If you could design your customer contact operating model from scratch for the next 12–24 months, which AI‑enabled capabilities would be non‑negotiable (e.g., conversational self‑service, real‑time agent assist and summarisation, personalisation, transcription & translation, unified routing across all channels, knowledge automation, end‑to‑end analytics), and how would that reshape roles, metrics, skilling, and TCO compared to your current stack?
Feedback Forms
Coffee Served & Evaluation Forms Distributed
Thank you from IDC, Avanade & Microsoft
Oru Mohiuddin
Research Director, IDC
Jim Sherring
Account Director, Microsoft
Stephen Savage
Contact Centre Lead, Avanade
About Avanade
Avanade is the world’s leading expert on Microsoft. Trusted by over 7,000 clients worldwide, we deliver reliable, AI-driven solutions that solve business challenges of all sizes and unlock the full potential of people and technology. Together with Accenture, we combine global scale with local expertise in AI, cloud, data analytics, cybersecurity, and ERP to design solutions that prioritize people and drive meaningful impact. Since 2000, Avanade has leveraged its close partnership with Microsoft to bring the latest technologies to market, serving as Microsoft’s “Client Zero” and earning, with Accenture, Microsoft’s Global SI Partner of the Year Award a record 20 times. We champion diversity, inclusion, and sustainability, ensuring our work benefits society and business. Avanade. Do what matters. Learn more at www.avanade.com and follow us on LinkedIn.