Omdat het ContactcenterCafé in St Truiden doorgaat, leggen we ook een bus in die zal vertrekken aan de Veemarkt 33 om 16:00 uur.

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Grote markt 53, Sint-Truiden


Front & backoffice integration

Bring together disconnected processes in order to create a leaner environment in which to operate and a in order to create a seamless customer experience

Digital transformation

Digital transformation (DX) is the change associated with the application of digital technology in all aspects of human society. The transformation stage means that digital usages inherently enable new types of innovation and creativity in a particular domain, rather than simply enhance and support traditional methods

Multi & omni channel

Omnichannel is a cross-channel business model that companies use to improve their customer experience. The approach has applications in different industries, and includes channels such as physical locations, FAQ webpages, social media, live web chats, mobile applications and telephone communication. Companies that use omnichannel contend that a customer values the ability to be in constant contact with a company through multiple avenues at the same time.


The Internet of things (IoT) is the network of physical devices, vehicles, home appliances, and other items embedded with electronics, software, sensors, actuators, and network connectivity which enable these objects to connect and exchange data. The IoT allows objects to be sensed or controlled remotely across existing network infrastructure, creating opportunities for more direct integration of the physical world into computer-based systems, and resulting in improved efficiency, accuracy and economic benefit in addition to reduced human intervention.

Event-triggered marketing identifies and executes campaigns based on events that affect a customer relationship Event-triggered marketing addresses the appropriate context of engagement and offers from the customer’s perspective, rather than just the company’s perspective. It should be applied to all multichannel marketing techniques (…) and enables relevant offers to customers rather than traditional outbound blast campaigns, which causes major customer contact fatigue.
(Blogs Gartner)

Big Data

Big data is data sets that is so voluminous and complex that traditional data processing application software is inadequate to deal with them. Lately, the term "big data" tends to refer to the use of predictive analytics, user behavior analytics, or certain other advanced data analytics methods that extract value from data, and seldom to a particular size of data set.

Cloud Computing

Cloud computing is an IT paradigm, a model for enabling ubiquitous access to shared pools of configurable resources (such as computer networks, servers, storage, applications and services), which can be rapidly provisioned with minimal effort, often over the Internet. Cloud computing allows users and enterprises with various computing capabilities to store and process data either in a privately-owned cloud, or on a third-party server located in a data center, thus making data-accessing mechanisms more efficient and reliable.


A chatbot is a computer program which conducts a conversation via auditory or textual methods. Chatbots are typically used in dialog systems for various practical purposes including customer service or information acquisition. Today, chatbots are part of virtual assistants and are accessed via many organizations' apps, websites, and on instant messaging platforms.

Speech Analytics

Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information buried in client interactions with an enterprise. The technology can pinpoint cost drivers, trend analysis, identify strengths and weaknesses with processes and products, and help understand how the marketplace perceives offerings.

AI, Machine & Deep learning

Artificial intelligence is Intelligence displayed by machines, in contrast with the natural intelligence (NI) displayed by humans and other animals. Colloquially, the term "artificial intelligence" is applied when a machine mimics "cognitive" functions that humans associate with other human minds, such as "learning" and "problem solving".

Machine learning is a field of computer science that gives computers the ability to learn without being explicitly programmed. Deep learning (also known as deep structured learning or hierarchical learning) is part of a broader family of machine learning methods based on learning data representations, as opposed to task-specific algorithms. Learning can be supervised, partially supervised or unsupervised.