In this episode, host Michael Marchuk talks with David Burnie about the way that automation is transforming how contact centers interact with customers while providing employees a better working environment and businesses with improved cost and efficiency. David outlines how the omnichannel approach to supporting customers requires a new way of thinking about managing these interactions.

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Here’s what we talked with David about:

* Where to begin the transformation journey within the contact center

* How contact centers are evolving into an onmichannel interaction command center

* Why leveraging an intelligent automation platform improves the experience for customers AND employees, while reducing costs for the business

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