Traditionally, different aspects of organisations' IT ecosystems have been highly siloed, with little interaction between different areas. For example, organisations' HR systems would have no reason to connect with their contact centre environments and so would be managed independently, via segregated systems and processes. However, the ways in which we communicate and collaborate have fundamentally changed in recent years. Disparate systems are now highly interconnected, with ever-growing volumes of data flowing between them on an ongoing basis.