Join our panel of senior practitioners to explore how modern contact centres are navigating evolving customer expectations, workforce dynamics, and emerging technologies. We’ll discuss the pivot towards omnichannel experiences, balancing automation with empathy, and ensuring consistent service quality across touchpoints. We'll cover how to prepare for scalability, build resilience in unpredictable environments, and embed agility into everyday operations, highlighting the interplay between people, process, and technology in crafting exceptional customer journeys.

Key takeaways:

• Find out how to architect an omnichannel-first strategy
• Learn how to balance automation, AI, and human touch
• Understand workforce agility as a competitive advantage
• Discover the latest on governance, data ethics and how to achieve true CX excellence in 2025

Explore how conversational AI and real-time assistance tools are transforming contact centre operations. These solutions can route calls, triage queries, and surface knowledge snippets to agents, enabling quicker and more accurate responses. We'll unpack the NLP techniques that understand intent, optimize multilingual interactions, and improve voice-to-text accuracy. The session will also address governance, data security, and the importance of human oversight in AI-driven support systems. Practical integration strategies and pilot-to-scale insights will be shared to help leaders adopt AI confidently.

Key takeaways:

• Learn how to enhance agent performance with real-time AI coaching
• Deiscover how to design fallback strategies for complex queries
• Ensure compliance and voice data governance
• Find out how to demonstrate ROI in AI-assisted environments

Balance agent empowerment with efficiency to build a future-ready contact center.

Agent challenges don’t exist in isolation – they directly affect turnover, CSAT, productivity and costs. In today’s hybrid contact centers, engagement is harder than ever and traditional scheduling models often fail to meet evolving needs.

Join Francis Simon, WFM Senior Solutions Engineer, South Asia and Middle East at NiCE, as he explores how modern contact centers can empower agents while driving efficiency and business results.

Discover how intelligent automation and AI are reshaping workforce management to:

• Reduce manual scheduling processes
• Optimise net staffing across dynamic channels
• Increase agent satisfaction and retention
• Achieve cost savings without compromising CX Learn how organisations across APAC can future-proof their workforce strategy by balancing agent empowerment with measurable business outcomes

Key takeaways:

• Understand how agent engagement drives turnover, productivity, CSAT, and overall costs in hybrid contact centers
• Learn why traditional scheduling models no longer meet the needs of today’s evolving workforce
• Discover how AI and automation streamline scheduling and optimise staffing across dynamic channels
• Explore strategies to boost agent satisfaction and retention while reducing operational costs. 5. Gain practical insights on balancing agent empowerment with efficiency to create a future-ready workforce strategy

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Cloud-based contact center platforms are enabling faster innovation, unified omnichannel delivery, and seamless scaling. This session covers the migration journey to CCaaS and XCaaS architectures, including integration with voice, messaging, video, and social channels. You'll learn how companies reduce legacy maintenance, improve resilience, and enable remote and hybrid agent work. Scalable architecture, API integration, and uptime SLAs will be explored. Hear how businesses are transforming customer experience while maintaining operational control.

Key takeaways:

• Discover how to choose the right cloud communication architecture
• Leveraging API-driven CX tooling
• Ensure scalability, reliability, and service-level agreements (SLAs)
• Managing change and ROI in cloud migrations

• Discover how you can leverage historical and real-time data for accurate forecasting
• Find out the advantages of accurate shift planning while allowing agent flexibility
• Find out how to reduce overtime, absenteeism, and underutilisation
• Align staffing with service levels across all channels