RE-INVENTING THE TOTAL CUSTOMER EXPERIENCE From Omni-Channel/Contact Centers to Digital-Only Human meaningful conversations on Advice and Service crucial but “optional” What is a remote, distributed call centre anyway? Agent Call Center Dynamic IVR Online Apps Voice Bot Social SMS / USSD Devices (IoT) Indirect Partners Field Agent/ Adviser Virtual Agent CC Employee 3rdLine Expert Copyright © 2020 Accenture. All rightsreserved.