White Papers

Taking a Strategic Approach to Deploying AI in the Contact Center


In the evolving world of contact centers, AI technology has emerged as a critical imperative. Jon Arnold, principal at J Arnold & Associates, provides compelling use cases on how to align the adoption of AI with broader organizational objectives.

This white paper provides two distinct approaches organizations take when it comes to their AI investment – Applications-Driven and Outcomes-Driven – to guide decision-makers in selecting the most appropriate AI path. By shifting the focus from AI applications to desired outcomes, organizations can:

  • Build strategies that harness AI's transformative potential
  • Enhance customer satisfaction by providing agents with intelligent insights, improving interactions, and ultimately boosting CSAT scores
  • Align AI-driven sales enablement with broader business objectives