Designing an AI-Native Contact Center

Forget CCaaS bolt-ons. This blueprint shows how to scale with AI as your command center.

Most contact centers weren’t designed for modern CX. They rely on tools stacked on outdated infrastructure, unable to meet growing demand with shrinking resources.

This blueprint lays out a new approach: build around AI as the system of intelligence, orchestrating channels, tools and people. From conversational AI to generative automation to backend orchestration, it shows how to re-architect for speed, personalization and scale.

Blueprint for Building an AI-Native Contact Center

It’s not about adding AI. It’s about building with it.

Key Takeaways:

  • Why CCaaS is no longer enough — and what comes next
  • The architecture of an AI-first contact center
  • Real-world outcomes: 94% resolution via AI, 88% CSAT, 80% cost savings
  • How Agentic AI changes the role of both agents and systems

AI isn’t the add-on — it’s the operating model. Build your contact center around it.

Presented by

NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

For more information about NiCE, please visit nice.com.