The Blueprint for Building an AI-First Contact Center

Stop clinging to a phone-first strategy in a multimodal world. Build the workforce of the future with AI.

You’ve got more channels, fewer agents and higher expectations. But if CCaaS is still your front-end strategy, you’re scaling the wrong thing.

NiCE’s new eBook lays out a smarter path forward: re-architecting your contact center around AI as the brain, not the bolt-on. Think Conversational AI as the new front door, Generative AI powering real-time responses and orchestration that makes your systems play NiCEly—finally.

Blueprint for Building an AI-First Contact Center


It’s not just about automation. It’s about designing a scalable, AI-first operation that frees agents, delights customers and actually works.

Key takeaways

  • Why CCaaS is no longer enough—and what to build instead
  • A blueprint for orchestrating systems, channels and agents with AI
  • Case studies with 88% CSAT, 94% resolution and 375K+ daily AI interactions
  • What “Agentic AI” means and why your next hire might manage AI, not customers

AI isn’t the next step—it’s the new foundation. Build it right or risk getting left behind.

Presented by

NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

For more information about NiCE, please visit nice.com.