Virtuous cycle:
Lessons and opportunities to feed your AI strategy in 2025

Over the last 12 months, many organizations eager to apply developments in generative, conversational, and agentic AI technology have tested AI tools in their contact center. What are the results of those tests, and what can others learn and apply to their own AI strategy? And, which organizational KPIs are these AI tools able to impact? AI solutions at the head of the pack are those that are practical and that fit seamlessly within existing workflows. What are some current examples of these tools, and what new offerings are coming to market for the second half of 2025?

Join Mila D'Antonio, Principal Analyst at Omdia and Elizabeth Tobey, VP of Marketing at NiCE, as they unpack:

• The last year of AI tool testing in contact centers
• Which types of AI tools drove the most success
• The most common business KPI improvements seen
• Cutting-edge AI tools to use in the latter half of 2025

Speakers:

• Mila D’Antonio, Principal Analyst at Omdia
• Elizabeth Tobey, VP of Marketing at NiCE