06/12/2026
"AI-as-a-feature." That's not good enough anymore.
In an ETR Insights panel on CCaaS, one practitioner put it bluntly: vendors are slapping AI onto existing platforms without rethinking the architecture. And the enterprises building their own solutions have already moved on.
Read what the data and practitioners are actually saying about where contact center AI is headed: https://hubs.la/Q04kp8J40