While pilot AI projects have shown impressive promise in automating responses, summarising calls, and coaching agents in real time, success at scale depends on choosing the right technology partner. For leaders attending the Contact Centre & Customer Services Summit, the focus is now shifting from early experimentation to enterprise-wide implementation…
Integration with Existing Platforms
One of the most important factors in selecting a GenAI partner is seamless integration with existing contact centre infrastructure, whether that includes CRM systems, workforce management tools, or omnichannel engagement platforms. A strong GenAI partner will offer flexible APIs, pre-built connectors for leading vendors like Salesforce, NICE, Genesys, or Zendesk, and the ability to embed into existing workflows without extensive reconfiguration. The goal is to enhance, not replace, your current technology stack.
Data Security and Compliance
Given the sensitivity of customer conversations and PII, data governance is non-negotiable. GenAI partners must demonstrate end-to-end security, including robust encryption, role-based access control, and clear policies around data storage and deletion. For UK contact centres handling financial or healthcare data, adherence to GDPR and industry-specific standards such as PCI DSS or ISO 27001 is essential. Leaders should also evaluate whether the AI models are trained on proprietary or publicly sourced data, and what that means for privacy risk.
Scalability and Performance
A GenAI solution that performs well in a 10-agent pilot may not automatically succeed across a 1,000-seat operation. Procurement decisions should factor in the vendor’s proven ability to support large volumes of real-time interactions across voice, chat, and email. Look for evidence of performance at scale, including use cases from similar-sized enterprises, and ask about latency, uptime guarantees, and load balancing capabilities.
Customer Support and Change Enablement
Rolling out GenAI at scale is as much about people as it is about technology. The ideal partner will offer hands-on support through the onboarding and configuration phase, with training for both IT teams and frontline staff. They should also provide continuous optimisation services and co-creation opportunities, helping internal teams refine prompts, policies, and use cases over time.
The conversation around GenAI in contact centres has moved beyond hype to real-world impact. For leaders ready to take the leap from pilot to production, the right partner must offer not just cutting-edge technology, but secure, scalable, and human-centred solutions. Choose wisely, and GenAI can become a long-term ally in transforming both customer experience and agent performance.
Are you searching for AI solutions for your organisation? The Contact Centre & Customer Services Summit can help!
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