Intro to CCAI and CCAI Engagement Framework

This is a introductory course to all solutions in the Contact Center AI (CCAI) portfolio and the generative AI features that are poised to transform them. The course also explores the CCAI go-to-market and engagement model, the business case around CCAI, and the use cases and user personas addressed by the solution.

• Contact Centers of the past
• Introduction
• Contact Centers of the past
• Contact Centers of the Past Quiz
• Contact Centers of the future
• Contact Centers of the future
• Contact Centers of the Future Quiz
• CCAI building blocks
• Conversational AI building blocks
• CCAI Building Blocks Quiz
• GenAI and Virtual Agents
• GenAI and Conversational Agents
• GenAI and Virtual Agents Quiz
• The business case around CCAI
• The business case around Conversational AI
• The Business Case Around CCAI Quiz
• Use cases and user personas
• Use cases and user personas
• Use Cases and User Personas Quiz
• Your Next Steps
• Course Badge