FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH EXPERT PANEL
ILLUSTRATION PROVIDED BY ADOBE IMAGES
MAKING CONNECTIONS AMIDST DISRUPTION
HOW AI AND AUTOMATION ARE CHANGING THEM.
We appear to be in“ the Age of Disruption”: in society, commerce, government policies, environment, and technology, notably AI like Agentic AI. As a, if not the prime point of interaction and engagement between organizations and their customers, contact centers are accustomed to working through disruptions. These drive in volume from individuals impacted and concerned about these changes, seeking answers and assistance and drive out proactive outbound contacts.
So, what are contact centers seeing and experiencing? And how are they responding and should respond? We asked our expert panel of industry suppliers to find out.
• Kevin McNulty, Senior Director, Product Marketing, Talkdesk
• Sarika Prasad, Director, Product Marketing, Five9
• Neeraj Verma, Head of Product for Customer Service Automation, NICE 6 CONTACT CENTER PIPELINE