This project examined the evolving role of AI in contact center routing, with a focus on inbound voice, IVR, and intent-based routing across leading CCaaS platforms including Genesys, NICE CXone, and Five9. The research explored how organizations are implementing AI-powered routing in production and navigating platform-specific capabilities and constraints.
The Insights Desk identified and vetted experienced contact center practitioners with hands-on responsibility for implementing, governing, or approving routing changes within the past 12 months. Through 1:1 interviews, experts shared practical insights into AI adoption, routing strategies, governance, quality assurance, and the management of voice automation across multi-platform and BPO environments.
The research provided a clear view of current AI-powered routing practices and the challenges organizations face when scaling voice automation. The findings helped assess the potential role of a neutral, configurable policy layer in enabling consistent governance and supporting the safe, scalable deployment of AI agents across diverse contact center environments.
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