What’s Next for AI in the Contact Center?
So what should you be doing with AI in your enterprise’s contact center, right now? And how should you be positioning for the next 12 months? We’re going to help you answer those questions at Enterprise Connect 2025. One session where we hope to give you a highly practical framework for evaluating and procuring AI-driven capabilities will be led by analyst Simon Harrison of Actionary. As the abstract explains, “This session is a how-to on what to ask vendors who are proposing advanced AI-powered customer engagement or customer experience solutions.” Simon will get into the weeds on how to understand the ROI case, technology issues, and implementation challenges, helping attendees understand how to weigh these issues in the context of competing vendor claims and offerings.
Contact centers are also grappling with the question of how work can and should be divided up between AI capabilities and human agents. In another Enterprise Connect session, Ian Jacobs of Opus Research will examine which contact center functions AI is best suited to take on, and how to re-envision the skill sets, workflows, and talent acquisition that enterprises will need in a world of agent-assisting AI.
AI will be a through line in other sessions as well. For example, Robin Gareiss of Metrigy will discuss the growing importance of outbound contact as a CX strategy, and while she’ll discuss how AI may be incorporated in these efforts, she’ll emphasize that such initiatives are already under way and “leading companies are already focusing on becoming more proactive with their customers to drive revenue, cut costs, and improve customer satisfaction.”
And of course the CX/Contact Center track will include plenty of insights and learning that don’t touch – directly at least – on AI. Julie Gardner of TechCaliber Consulting will draw from her abundant experience in large contact center projects to share tips on How to Avoid the Gotchas in a Complex CCaaS Migration. And in a similar vein, we’ve got a couple of terrific case studies on cloud strategies, from tech leaders at the University of Michigan and Rollins, Inc., the parent company of Orkin pest control. Each of these case study sessions will be followed by a post-session networking period that will give attendees an opportunity to meet and talk with the speakers and fellow attendees about the topic.
Contact centers/CX continue to be one of the most dynamic areas of the enterprise communications landscape. With the challenges of AI and cloud, and the pressure to continually improve performance and customer satisfaction, enterprises are focused intensely on their CX strategy, and how to use technology to advance it. Enterprise Connect is the place to get in-depth learning to help your enterprise contact center/CX succeed. See you in Orlando!
