Innovation, transformation, automation – the trends of 2021 are defined by the events of 2020, which made companies take alternative approaches to customer engagement.

Disparate. Disrupted. Disorganised. The face of intelligence is changing.

The contact centre is one of the primary touchpoints for building client connections, and cloud is a powerful ally in the war for customers.

While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.

Enabling contact centre staff to be more efficient and motivated enhances customer experience and helps retain and attract employees.

Any IT investment should be flexible enough to adapt to dynamic market conditions and the shifting needs of customers, says Wynand Smit, CEO of INOVO.

Understanding customers, their preferences and the ways these evolve allows companies to speak directly to them as individuals.

In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.

The assistance revolution is here, as chatbots and voice assistants transform business.

Three distinct areas can become part of a strategy that achieves those goals: data, time and resources, says CEO of Inovo, Wynand Smit.

The customer experience is best when it's up close and personal.

Companies must harness competitive behaviour to break down departmental silos, says Wynand Smit, CEO of INOVO.