You’ve got more channels, fewer agents and higher expectations. But if CCaaS is still your front-end strategy, you’re scaling the wrong thing.

NiCE’s new ebook lays out a smarter path forward: re-architecting your contact center around AI as the brain, not the bolt-on. Think Conversational AI as the new front door, Generative AI powering real-time responses and orchestration that makes your systems play NiCEly—finally.

It’s not just about automation. It’s about designing a scalable, AI-first operation that frees agents, delights customers and actually works.

Key takeaways

• Why CCaaS is no longer enough—and what to build instead
• A blueprint for orchestrating systems, channels and agents with AI
• Case studies with 88% CSAT, 94% resolution and 375K+ daily AI interactions
• What “Agentic AI” means and why your next hire might manage AI, not customers

AI isn’t the next step—it’s the new foundation. Build it right or risk getting left behind.