Semafone: The Direction of Contact Centre Communications

Now is an exciting time in the contact centre communications sphere. In particular, both omnichannel strategies and digital transformation are reshaping the landscape as we know it. With both of these having a profound impact, it begs the question: what does the future have in store for contact centre communications?

Joining us to lend his thoughts on the matter is Ben Rafferty, Chief Innovation Officer at Semafone. Firstly, Ben explores 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.