This is a show about telecommunications and IT strategy and insights, aimed at senior business professionals.  Experts from Onecom and Five9 discuss the 2021 Contact Centre Technology Roadmap, focusing on digital workforces.  What is a digital workforce? Building a Case for IVA and Demonstrating the value of IVA.

In today’s episode we are looking at how you can benefit from automation and cognitive technologies to deliver a more personalised customer experience, and how they can be used as part of your strategy addressing common organisational and CX challenges,