Nerys chats to us about the challenges of assessing your investment in contact centre technologies over the next 3 to 5 years, auditing current operations and determining the right solutions. She also gives us her expert opinion on the development of Omni-channel, Cloud, integration and Unified Comms solutions.

We hear about her take on the CCaaS vendor landscape, the consolidation to come, what this means for customers and users, and how procurement needs to be updated and improved. We get her take on the AI and Chatbot space, the challenges this leaves for the voice channel, and the changing role of the advisor.

On a personal level, Nerys tells us about her love of walking with her Cockapoo, singing Karaoke, her passion for Musicals, and reminisces about faxing daily reports to customers!