Browsing: Contact

At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.

The productivity gains from AI customer service will depend on how effectively humans can supervise automated work. Sanas argues its new Supervised AI model enables one person to manage four live AI conversations without sacrificing accountability or continuity.

89% of contact center leaders expect humans to remain central to customer support. So why are employee training and workforce readiness consistently ranked as the lowest priorities in AI investment decisions? The gap between stated intention and operational reality is striking.

Ascent connects Gnani AI’s production-proven Multi-modal Conversation AI – led by Voice AI – along with Agent Assist and AQM/Speech Analytics, to regional technology, infrastructure and implementation partners, helping GCC enterprises move Contact Center and CX transformation from pilot to production.

Bluecrest moved beyond sampled calls and manual dispositions to analyze every customer interaction. Its experience shows how contact centers can use AI to uncover customer intent, challenge internal assumptions, improve service journeys, and build a stronger foundation for automation.

ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs

AI is changing contact center operations, from summaries and analytics to bots and agent assist, but payment data needs firm boundaries before it reaches those workflows. De-scoping PCI data early is the simplest way to keep compliance firmly under control

DoubleO.ai brings technology already used in go-to-market workflows at Fortune 500 companies and software firms.

Contact center AI increasingly routes customers, prioritizes cases and triggers resolutions without waiting for an agent, which means a recommendation can become a completed action before a person reviews it.

Contact centers are approaching a point where faster responses and shorter wrap-up times will no longer distinguish one customer experience from another.