Containment is dead: Five takeaways from the AI ROI in Contact Center Summit

Every vendor event has a center of gravity, and at theCUBE Research’s AI ROI in Contact Center Summit, it wasn’t a product. It was a metric this industry is finally ready to abandon.

I co-hosted the summit recently with Bob Laliberte (pictured, left), principal analyst at theCUBE Research, and spoke with executives from Cisco Systems Inc., Five9 Inc., Zoom Communications Inc., Talkdesk Inc., and Converged Technology Professionals, an implementation partner. One of the event’s notable aspects was its focus not…