Today, delivering an exceptional customer experience requires effective synergy between AI and human agents. While AI rapidly identifies information and automates simple tasks, agents are the beating
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The way humans interact with AI is taking a dramatic leap forward with agentic AI. Think: AI workers that can assist you in filing your claims, process them; or monitor the traffic, and dispatch an em
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Building AI-powered phone bots sounds like a fast track to efficiency, but the journey is filled with challenges. Over the past year, we worked with seven call centers to deploy bots using Twilio, Ope
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As AI agents are deployed on customer service channels, it's essential to ensure your contact center organization is equipped to navigate the change. In this presentation, Quiq CXO Mike Zinne will sha
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AI investments in the contact center should in theory benefit both companies (cost savings, productivity) and customers (convenience, quicker issue resolution). The current reality though is that many
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In today's digital landscape, artificial intelligence is revolutionizing how businesses measure and optimize customer service performance. This session explores the shift from traditional key performa
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The right to automating customer conversations must be earned with engaging experiences that enable customers to speak naturally. In this session, we’ll explore the tech stack and orchestration requir
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Moving contact center voice to the cloud is more than a technical upgrade. It’s a strategic move that empowers companies to lead, innovate, and thrive in the future. Cloud voice offers scalability and
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This session explores how real-time speech AI is transforming customer service by enabling businesses to anticipate and address customer needs proactively. Attendees will learn how AI-powered speech r
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In this session, we’ll explore how businesses can revolutionize their operations using AI-driven knowledge management strategies. Dive into the concept of a Prompt Base—a centralized repository for cr
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This session reveals how innovative brand are leveraging the power of smart devices to redefine customer engagement, deepen relationships, and set a new standard for omnichanel CX.
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