Get AI-Ready for 2027: Your Contact Center Playbook

AI in the contact center has moved past the pilot phase. The question for 2027 isn’t whether to adopt it, but where it actually moves the needle. This session gives you a playbook for getting AI-ready, starting with what AI Insights reveals across your whole contact center, then zooming in to what speech analytics reveals inside every call. From there, we’ll cover how that same call-level data powers automated QA at scale, and how it all comes together in a truly connected voice and messaging bot: one that lives inside your contact center, shares context with agents, and gets smarter from the same data your team already relies on.

You’ll leave with a clear framework for getting AI-ready, grounded in what’s deployable today, plus a look at what’s next on Xima’s roadmap so you know where the runway leads.

What you’ll learn:

• Where AI is delivering real ROI in contact centers right now, versus where it’s still overhyped
• How AI Insights and speech analytics work together: one showing you root cause across your whole contact center, the other showing you details inside every call, so agents and managers know what to do next
• Why a truly connected voice and messaging bot, not a glorified IVR, is the difference between automation that frustrates callers and automation that actually reduces abandoned calls and agent burnout
• Your playbook for getting AI-ready in 2027: what to look for, what to avoid, and how to tell a real capability from a roadmap promise