With AI being at the core of every Contact Center discussion, Hyperscalers will have an edge in the AI and Contact Centre race!
We are now in an AI-first world, and this will dominate every contact centre discussion. It is no longer about CCaaS or Cloud Migration. That is a thing of the past as the pace of innovation to have AI as the single orchestration layer that sits across the contact centre takes centre stage.
Many of the current solutions in the market do not address that. For many of these solutions, AI has been acquired to improve some part of the offering. What we are seeing now taking place is a fundamental shift in how buyers have to think about choosing to work with a vendor. Generative AI must be baked into WFM, WEM, Conversational AI, Knowledge, and others to drive unified agent and customer experiences. This means that it is ONE orchestration layer to allow for data to be fed into the AI at the core of the platform. From there, the Contact Centre solution works harmoniously to deliver the desired outcomes
As CIOs look to evaluate a Contact Centre vendor, AI will be at the foundation of how it cuts across cloud, data, IaaS, PaaS and other enterprise priorities. The Hyperscalers, which include Amazon Web Services (AWS), Microsoft, and Google, will be watched closely. While the contact centre decision remains a smaller part of the equation for the CIO, the move to have autonomous agents in delivering outcomes across HR, IT, Legal, Finance, and many other departments will also mean that the strategy will permeate the contact centre.
Hyperscalers come with that ability to be the ‘anchor’ in the Contact Centre orchestration layer across cloud, data, and the contact centre is part of this layer from the ground up. The data is looked at holistically across the platform. LLM’s are only as good as the data it is fed. With a platform where AI is the central engine, the data is harmonized, constantly updated across the platform, and stored in a single central location.
This will be the advantage hyperscalers bring to the contact centre space. In the Asia Pacific region, AWS is a disruptive force in the contact centre market and have demonstrated how CIOs and CX decision makers see the relevance in working with a Hyperscaler. Microsoft, although a new kid on the block, is a sleeping giant and they will soon be scaling their presence across the Asia Pacific region.
