BY LINDA HARDEN, CONTACT CENTER PIPELINE

ILLUSTRATION PROVIDED BY ADOBE IMAGES

had the pleasure of speaking remotely with Nitesh Kumar of Flatworld Solutions. I was excited to have this conversation because I ' m intrigued by how organizations are integrating AI and its capabilities into their current processes and technologies, as well as how AI affects people and improves the experiences of agents and customers. That ' s what drives Nitesh: finding ways to make AI work within existing environments. Please enjoy our conversation.

12 CONTACT CENTER PIPELINE

NITESH KUMAR VICE PRESIDENT, FLATWORLD SOLUTIONS

Nitesh Kumar is Vice President at Flatworld Solutions, where he leads the Contact Center and Healthcare verticals, along with the company’ s AI product line. He brings extensive experience in the outsourcing and offshoring industry, with expertise in sales, customer relationship management, team building, and operational management.

NITESH, FLATWORLD SOLUTIONS HAS AN AMAZING STORY TO SHARE. PLEASE INTRODUCE YOURSELF, YOUR ORGANIZATION, AND WHAT YOU DO.

A: I ' m Nitesh Kumar, Vice President at Flatworld Solutions, where I lead our Contact Center and Healthcare verticals, along with our AI product line. My work sits at the intersection of two things I care about: building technology that genuinely changes how an operation runs, and making sure the people behind that technology are set up to do their best work, not replaced by it. Flatworld Solutions has spent over two decades helping organizations run leaner, smarter customer operations, and today that mission looks like pairing a large global delivery footprint with AI tools we design and build ourselves, rather than license off a shelf.