This episode is my AI Christmas wish list for CCaaS.
Not toys.
Not buzzwords.
The real AI tools contact centers should already have but don’t. Everyone is focused on making AI talk to customers.
That’s missing the point.
AI in CX isn’t supposed to just talk. It’s supposed to run the contact center.
I break down the biggest opportunities CCaaS platforms are skipping, from AI flow builders you can prompt in plain English, to real-time workforce orchestration, predictive routing that replaces “next available agent,” dashboards built instantly by prompt, in-call coaching that actually helps agents in the moment, and real-time billing with zero surprises.
This is a wish list, but it’s not fantasy.
This is practical, achievable AI that would make life easier for the people running the floor every day. If you’re tired of AI demos that look good but don’t change operations, this episode is for you.
All I want for Christmas is CCaaS AI that actually works.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.
Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.
Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.
Click here:
expiviadigital.com
Follow Tom: @tlaird_expivia
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Expivia: Expiviausa.com
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