CX Today The Future of Contact Center Technology: A Deep Dive
9 snips
Dec 1, 2025 In this engaging discussion, Richard Bassett, VP of CX & Automation at NICE and expert in AI-driven customer engagement, dives into the exciting evolution of contact center technology. He emphasizes the shift from fragmented solutions to integrated cloud platforms, enhancing efficiency. Richard highlights the rise of self-service AI for personalized interactions and a future focused on predictive, proactive customer engagement. He also addresses the changing roles within contact centers, advocating for small pilot tests to keep pace with rapid innovation.
AI Snips
Chapters
Transcript
Episode notes
Platform Shift Drives Faster Time-To-Value
- Organizations have shifted from fragmented point solutions to integrated platform plays for faster innovation and configuration.
- Platforms reduce customization effort, speed time-to-value, and enable broader cloud adoption.
Joining NICE Because Platforms Won The Day
- Richard joined NICE because he saw the platform trend overtaking point solutions and wanted to be part of that shift.
- His background in point solutions informed his view that platforms enable faster innovation.
Self-Service Growth Fueled By AI
- Self-service adoption accelerated as capabilities improved and customer expectations rose for flexible engagement.
- AI underpins many self-service tools, enabling personalization though there's still room to grow.