Where Contact Center AI Is Actually Headed
A straight read on where the contact center platform market is going and what it means for your next technology decision.
Senior Director Products, Agentforce Contact Center & Voice AISalesforce
CTOTTEC Digital
CMO & Global CRM Portfolio LeadTTEC Digital
88% of contact centers are deploying AI. Only 25% have made it work in day-to-day operations. The gap between those two numbers is where most platform strategies are quietly failing — and it comes down to architecture, not ambition.
On April 27, the people closest to these decisions will break down what is actually happening and where it goes from here.
What you'll walk away with:
- A clear read on the market: Where contact center AI stands today and where it is heading next.
- Why legacy platforms are struggling: 54% of CX leaders say integration complexity is their top AI barrier. The reason comes down to how most platforms were built.
- What AI-native looks like in practice: A direct look at how Agentforce Contact Center works, including early deployments reporting 40 to 60% AI voice containment rates.
- A starting point you can act on: How to begin the platform evaluation process and accelerate time-to-value.
- The cost of a misaligned platform decision: Why this choice is harder to recover from than it used to be.
Three practitioners. One live session. A straight read on where contact center AI is headed and what it means for your next platform decision. Secure your spot.
