031: Generative AI in the Contact Center - Build or Buy?

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Damien and Nikola tackle the age-old tech question: should enterprise contact centers build or buy AI solutions? They cover pros and cons considered in the decision-making process, highlighting the importance of established vendors, internal capabilities, technological advancements, user experience, and the need for accountability and measuring success.

Yeah, we sell voice AI, so we're a bit biased. Check out this buyer's guide for practical tips on requirements and vendor evaluations.

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