OneSPARKS: 2021 Contact Centre Technology Roadmap (Part 2 of 3) Building the case for IVA

OneSPARKS

English - October 06, 2021 09:00 - 23 minutes - 15.9 MB
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Previous Episode: OneSPARKS: 2021 Contact Centre Technology Roadmap (Part 1 of 3) What is a digital workforce?

Next Episode: OneSPARKS: 2021 Contact Centre Technology Roadmap (Part 3 of 3) Demonstrating the value of IVA

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 the digital workforce and in particular, asking why the Intelligent Virtual Agent or IVA is an important next step in the world of customer service.