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Voice + Digital + Automation Equals Contact Center on Steroids

Join the former Head of Avaya Labs & the VP of Mobile Operations at Stratix, as we discuss the journey from a traditional voice-center contact center to a digital-centric one, combining capabilities of the smart phone with live interaction to create a richer, more personalized, and potentially revenue-creating customer interaction.

Key Discussion Points:
    • Bridging the gap from voice to digital-centric models
    • Changing the business model from being too people-centric
    • Knocking down departmental siloes
    • Ensuring customer service consistency between channels

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