Diana Bedoya

Diana is a computer scientist with over 15 years experience in software development. She has been working in iKono Telecomunicaciones for the past 12 years developing software for call centers, PBX and contact centers. In the last four years Diana, as the leader of the iKono's software team, has been using [matrix] to develop tools to receive and send messages from most popular instant messaging apps in just one platform that can be easily used by contact centers' agents.

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Using [matrix] application services to improve instant messaging in contact centers
Diana Bedoya

In this talk, we want to share our experience using application services to develop an automated chat distributor for [matrix] that improves handling customer's incoming text messages from different sources in contact center environments.

Main Hall