Wynand intro 00:00–02:44

• Wynand's background
• Experience in customer services and Inovo's progress over time 

Wynand's perspectives about the contact center operations 04:04–07:40

• Evolution of the contact center
• Experiencing unsatisfactory services from call centers
• How do call center executives handle customer contact?

Integration of modern technologies 04:04–16:45

• How service-based businesses can embrace modern technologies in their contact center operations?
• Dealing with customers using technology.
• Chatbox customer services.

Inovo cloud contact center and businesses gaining most from it 19:06–24:23

• Orchestrating processes and technologies in a call center
• Establishing a single source of truth for customers
• Speech analytics, chatbots, and self-service capabilities