Why AI in Contact Centers Sets Businesses Up for Success

This article was written by Amy Digby, Vice President of Client Services at Concentrix, a Genesys partner. 

History is in the making for contact center teams. Over the past few years, I’ve seen remote and hybrid work go from being seen as a temporary stopgap to becoming a long-term solution for businesses who want to create and maintain sustainable operations. This shift has forced them to reexamine how they support human advisors and deliver consistently great customer experiences at scale. That’s why AI in contact centers is taking center stage.

What once felt like a dramatic change has now become a routine part of how contact centers run. In fact, instead of asking whether remote work can succeed, businesses should consider how they can make their remote and hybrid workforce even stronger.

The answer lies in the technology. After all, it’s been the driving force behind this evolution. Modern Contact Center as a Service (CCaaS) platforms gave organizations the cloud-based foundation they needed to decentralize operations without losing visibility or control. And once those systems were in place, AI accelerated what was already possible. 

AI platforms are playing a pivotal role in empowering remote advisors. But these innovations only work because CCaaS provides the flexible, scalable infrastructure required to deliver them consistently across distributed teams.

AI in contact centers has fundamentally changed how businesses need to think about workforce strategy. With the right cloud and AI capabilities, remote and hybrid models elevate both advisor performance and customer satisfaction.

How Remote Working Transforms CX Today

One of the clearest transformations in recent years is how we think about where and how contact center advisors work. Remote and hybrid models have opened new possibilities for advisors who need the right kind of support to be successful in their roles.  

Remote work demands a different set of strengths. Advisors are still expected to communicate clearly across digital channels and adapt quickly as CX tools evolve.

They also need a work environment that supports consistent focus and reliability. Virtual collaboration plays a much larger role now, from coaching and QA touchpoints to peer learning and real-time feedback loops.

In other words, this shift has pushed businesses to be more intentional about customer engagement best practices. Remote advisors succeed when they’re part of a culture that values transparency and effective communication. And when those foundations are in place, remote work expands what CX can actually do.

How AI in Contact Centers Empowers Remote Advisors

If there’s a single trend shaping the future of contact centers, it’s the relationship between CCaaS and AI. From my experience, the two don’t have to be in opposition. In fact, I think they strengthen one another. CCaaS provides the cloud-based environment that remote and hybrid teams depend on, and AI builds on that foundation to deliver the real-time intelligence advisors need in the moment of interaction.

That connection is what makes today’s contact center experience so different from even a few years ago. When workflows run through a unified CCaaS platform, AI has the context and stability it needs to support advisors consistently, whether they’re working on-site or from home. The result is a more empowered workforce and a seamless customer journey.

Here are just a few ways AI in contact centers can make an impact: 

Real-time guidance improves customer interactions: AI can deliver live information such as relevant knowledge and sentiment cues while an interaction is happening. Advisors no longer need to search for information; it finds them. The effect? Less cognitive load, which can help improve response speed and quality.

Intelligent routing matches customers with the right advisor: By considering skills, availability and predicted outcomes, AI-driven routing helps ensure customers reach the best person who can best support them. This can result in cost reductions from shorter calls and chats, enhancing the experience for both sides.

Workflows reduce manual effort: Automated call summaries, post-call notes, and quality monitoring allow advisors to focus on the quality of their service. It also shortens onboarding time. When information is at their fingertips, training becomes much more efficient.

A more seamless customer journey: AI supports an agentic workflow, handling early steps like identity verification or answering routine questions. In turn, advisors take over when higher-level judgment or a human presence is needed. With a smoother transition between AI-led and human-led moments, customers get timely yet empathetic support.

AI-enabled CCaaS is what makes the entire CX ecosystem possible. Without a unified cloud platform that brings channels, data and tools together, AI by itself would sit in silos, and remote work would be much harder to sustain.

Onboarding and Coaching Distributed Teams

User-friendly, interactive training programs are essential for remote advisors. Virtual classrooms and gamified learning are now becoming standard among strong CX teams. And in many cases, they’re more engaging than traditional approaches. Live video sessions, for example, allow new hires to learn together regardless of location, which builds both team morale and customer satisfaction scores.

AI strengthens these programs by identifying knowledge gaps through interaction patterns and highlights opportunities for tailored coaching. Instead of relying only on periodic evaluations, leaders now have visibility into customer sentiment, compliance trends and performance tracking across channels.

Continuous learning also plays a major role in satisfaction among advisors. Contact center operators want growth opportunities as well as short, focused learning modules paired with real-time feedback. These practices help them feel supported and empowered, leading to less turnover and higher quality interactions

What AI in Contact Centers Actually Looks Like

Remote work isn’t going anywhere. It’s only becoming more prevalent in the face of changing customer needs. AI in contact centers support advisors in even more intuitive ways by adjusting workflows in real time and helping teams deliver more personalized experiences.

Imagine a future where:

• Businesses get a clearer view of how customers move across channels and which improvements could create the biggest impact.
• Automation becomes more responsive to context, adjusting workflows as needs change and supporting smoother transitions between self-service and interactions with advisors.
• Training becomes even more continuous and personalized, with AI helping identify where contact center operators need support and guiding them through targeted development paths.
• Workforce models grow more flexible, with hybrid scheduling and AI-driven workflows giving them greater autonomy in how and when they work.

The contact center will continue to move toward a mix of intelligent automation and empowered advisors. Remote work will remain a core part of this environment because, when supported by CCaaS and AI, it brings out the best of both.

Let AI Transform Your CX Team

AI is getting smarter, and cloud-native systems are becoming the norm. But all of this needs to match what customers want: for their interactions to feel connected, contextual and human, no matter who or what is on the other end.

While the results are promising, relying on AI alone won’t work. Businesses also need strong operational strategies and a thoughtful workforce design. Through a collaborative approach, CX teams can orchestrate experiences across all channels and teams.

That’s where the partnership between Genesys and Concentrix becomes so meaningful. The Genesys Cloud™ platform delivers a flexible CCaaS infrastructure and AI capabilities that empower advisors and streamline customer journeys, while Concentrix brings the operational expertise to put that technology into practice through world-class workforce development and experience design. Together, we help businesses like yours see lasting results that keep advisors and customers smiling.

Find out how AI in contact centers transforms CX teams and creates opportunities for long-term growth in your business.