In this episode we have a candid conversation with Donna Bailey-Baratto who is the VP of Customer Support Centres for Wajax.  She speaks openly about the challenges in the CCAAS space and adopting it into her business model.  Donna is a first time CCaaS adopter with a technology situation that forced her to skip two generations to get to CCaaS>  She speaks about the mistakes that she made, the mistakes she avoided by waiting on implementing technology until her processes were ready, how engaging with Cloudlinx helped her and where she thinks the CCaaS space is going.  Very solid conversation!