Author name: Amittai Zihove

Close the contact center AI readiness gap before automation scales the wrong problems. Learn how to assess workflows, data, integrations, governance, and workforce readiness so AI delivers stronger ROI, better CX, and faster agent performance. Practical guidance helps you fix bottlenecks, choose smarter use cases, and build momentum with confidence.

Most contact centers review just 2% of calls. Here’s why that’s a structural problem — and what conversation analytics makes possible when you can evaluate every interaction.

Why this is the year contact centers either modernize with intelligence or drown in operational costs Let me start with the uncomfortable truth: if you’re evaluating AI the way most