[Karl Reed] Full Interaction Process Automation (IPA) has long been a dream of enterprises everywhere, but until now, the 'rip and replace' factor has stood in the way of achieving it.
[Karl Reed] There's good news and bad news for citizens frustrated by their interactions with government call centres: major change is happening, but it will take time. Government-run contact centres get a lot of bad publicity. Some of it is deserved, but some of the bad press is purely because bad news sells.
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