Most contact centers are still dealing with the same problems they've had for years, with — customers misrouted, agents overburdened, and technology that promised more than it delivered. In this session, Keith Wilson, VP of CX Strategy at CSG, gets specific about what's still broken and what it actually takes to fix it.

Keith will walk through how enterprises are modernizing the voice front door, the real role AI plays alongside human agents, and how journey orchestration connects the dots across the entire customer interaction. He'll go into how global brands are achieving a 30 percent reduction in misrouted calls, with 50,000 events processed per second. 

Attendees will learn:

• Where traditional contact center models break down - and how to fix it
• How modern voice AI fits into your existing environment with practical examples
• What AI agents can actually do in the contact center today
• The proven framework for using journey orchestration to tie it all together