Bilal Siddiqui is the Global Head of CCaaS Strategy and Transformation at Tecnomic Systems, based in Melbourne Australia, where he leads global initiatives to help enterprises accelerate their customer experience transformation journey.
With over 20 years of experience in contact centre solutions and digital CX innovation, Bilal partners with organizations worldwide to design intelligent, scalable, and outcome-driven customer engagement strategies. His leadership focuses on bridging technology and business value—enabling clients to leverage AI-powered CCaaS solutions that deliver measurable impact and exceptional customer experiences.
CX Network research has shown that customers expect instant service and demand convenience across channels. Meeting these expectations at scale requires more than traditional chatbots, it demands a new generation of intelligent assistants. Join us for a live demonstration of Sia, a Smart Intelligent Assistant that transforms customer and employee experiences by seamlessly handling inquiries end-to-end and intelligently routing escalations when needed.
In this 10-minute demo, we will showcase Sia in action, from a simple customer inquiry handled autonomously in chat to a complex issue requiring intelligent escalation to a human agent. We'll highlight Sia's ability to seamlessly switch languages mid-conversation without losing context, ensuring a smooth and consistent experience for global customers. We’ll also show how Sia approaches a handoff to a human agent, summarizing conversation history and sending real-time suggestions to the agent to solve the issue faster. Get a firsthand look at how Sia goes beyond simple responses to provide an intelligent, end-to-end solution that drives efficiency and improves CSAT across linguistic barriers.
Attendees will learn: