AI Didn’t Just Arrive
AI has been part of contact centres for years. What has changed is its ability to understand, generate and act. A practical look at the evolution of AI in CCaaS, the rise of agentic AI and how buyers can separate real progress from AI washing.
When Your Customer Brings an AI Agent: Is CCaaS Ready for Poppy?
Sierra and Meta’s Poppy protocol gives personal AI agents a way to interact with businesses. Here’s what CCaaS providers should consider now, from identity and permissions to governance and orchestration.
What’s Hiding in the Shadows?
Shadow IT was about unmanaged technology. Shadow AI introduced unmanaged intelligence. Now Shadow Agents introduce something more consequential: unmanaged action and authority. What does that mean for governance, security and the contact centre?
Do You Really Need a Consultant?
When does an outside perspective actually add value? Good consulting isn’t about arriving with all the answers. It’s about asking the right questions, challenging assumptions and helping organizations solve the right problem before investing more time, money or technology.
The AI Productivity Paradox in the Contact Centre
AI is improving contact centre productivity, but as automation handles routine enquiries, agents are left with more complex work. Are traditional metrics such as AHT still telling us the full story?
AI With a Purpose: Are We Using the Right AI for the Right Problem?
AI is everywhere, but using more AI doesn't automatically improve outcomes. The real challenge is matching the right type of AI to the right business problem, while considering customer experience, risk, governance and the role of people.
When AI Acts on Our Behalf, Who Owns the Consequences?
AI agents are moving beyond answering questions to taking real actions on our behalf. As autonomy increases, businesses face a critical question: when an AI agent gets it wrong, who is accountable?
When Your Next Caller Is a Bot
Personal AI agents are beginning to call businesses on behalf of their owners. What happens when your AI agent answers a call from my AI agent? Contact centres need to start thinking about identity, authority, negotiation and human escalation.