Contact center AI ROI shifts toward resolution quality and governed execution

SiliconANGLESeptember 14, 2026en

The next phase of contact center artificial intelligence will be measured less by how many interactions machines handle and more by whether customers actually get their problems resolved. That was one of the central conclusions from Bob Laliberte (pictured, left), principal analyst for networking and observability at theCUBE Research, and Zeus Kerravala (right), principal analyst […] The post Contact center AI ROI shifts toward resolution quality and governed execution appeared first on SiliconANGLE .

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