In this week's episode we're speaking with https://www.linkedin.com/in/benrafferty/ (Ben Rafferty), Chief Innovation Officer at https://semafone.com/gb/ (Semafone).

Firstly, Ben explores how omnichannel communication tools are game changers for contact centres. He then delves into the impact of chatbots and artificial intelligence in this environment. Furthermore, Ben outlines the security considerations introduced as a consequence of multi- and omnichannel communications. Finally, he shares his predictions for the future of contact centres.