DWS 2019: Telefónica Peru Ditches IVR in Favor of Amelia - IPsoft

Speaking at the third annual Digital Workforce Summit in New York City, Gonzalo Gomez Cid, Global Contact Center Director at Telefónica, discussed his company's journey from IVR-based contact centers to AI-driven operations driven by digital labor. Telefónica is a Spanish multinational telecommunications company headquartered in Madrid. It has a presence in 15 countries across Europe and Latin America. In the telco space, it ranks seventh in revenues, sixth in market capitalization and fifth in number of subscribers. Gomez Cid told DWS attendees that Telefónica describes itself as a "company of platforms," including physical assets, networks and IT, and products and services.