Human-Centered Tech, AI & the Future of Customer Interactions – A Conversation with OnConvergence’s Thomas Brannen
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In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Brannen, founder of On Convergence and a leading contact center and CX industry analyst.
Tune in to hear more about:
The Verint–Calabrio merger backed by Thoma Bravo and what it could mean for consolidation across the CX landscape
Why AI is transforming quality assurance, call analysis, and real time decision making and where Tom sees the biggest wins today
How organizations on legacy systems like Mitel can layer AI and CX tools without a full cloud migration
The shifting role of CCaaS and…
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