Virtual roundtable

The contact center as we know it is over

Optus, one of the world's leading telcos, embraces AI-powered messaging and closes traditional contact centers permanently.

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Event details


June 1, 2020


5:00 - 6:00 PM EDT

What to expect:

Hear from Optus VP, Customer Care and Customer Experience, Mark Baylis, on his strategy for navigating the pandemic and decision to permanently close domestic contact centers. Participate in a discussion with a small group of senior executives focused on shaping the future of customer care.

Optus finds opportunity amid crisis

The end of the contact center has arrived. Optus VP, Customer Care and Customer Experience, Mark Baylis, is leading the charge by deciding to permanently close domestic contact centers and shifting to an at-home workforce powered by messaging and conversational AI. The COVID-19 pandemic has raised a number of challenges for brands, including unprecedented interaction volumes from consumers. Brands that are thriving are those shifting to messaging and automation to handle surges in volume and to ensure agents can efficiently operate in a home working environment. Operational changes that were originally thought of as temporary, have become permanent given the transformational impact they’ve had on the consumer experience and the bottom line.

In this virtual roundtable, Baylis will share a behind-the-scenes look at:

  • The rapid transition of thousands of agents to at-home work
  • Plans to shift 80% of contact volume to messaging, with conversational AI incorporated into every step of the journey
  • The results that made what Optus calls the “Virtual Service Center” a permanent structure

Program speaker

Meet the innovator

Mark Baylis
VP, Customer Care and Customer Experience, Optus

Baylis is responsible for the customer care strategy at Optus and runs operations across Australia, India, and the Philippines to serve Optus' customers. His service promise is to be relentless in the pursuit of customer obsession, one customer at a time. Baylis and team proactively champion customer experience throughout the company to ensure Optus customers have a brand that always has their back.

Mark Baylis

Mark Baylis, VP, Customer Care and Customer Experience, Optus

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Join an exclusive group of senior executives for an ongoing series of virtual roundtables

This is the first installment of a new series where we explore the future of the contact center and customer care. Our take? For the traditional contact center — with hundreds of people sitting side by side, taking calls to service one customer at a time — there simply is no future. The contact center as we know it today is over. Come together with your peers to discuss how conversational AI and messaging are shaping what's next.

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