Intelligence
Notes from the work
Practical write ups on the things that actually derail contact centre projects.
AI
What AI actually changes for the analyst doing the work
Not the CX metrics on the boardroom slide — the actual job of the WFM analyst, the quality analyst, and the platform analyst who has to make the AI behave.
· 7 min read
Genesys
What Gartner and Forrester are actually saying about Genesys and Microsoft
Both platforms we work with are named leaders — by different firms, in different categories. Here's the honest version, including the one gap worth knowing about.
· 6 min read
AI
Real-time voice agents are generally available in Dynamics 365 — here's what they're actually for
Not a replacement for your IVR's predictability. Five specific use-case patterns Microsoft names for real-time voice agents, and where the deterministic flow still belongs.
· 6 min read
Migration
A multi-market contact centre, live in 68 days: what Riverty actually did
Zero service disruption, 20% more contact deflection, and a foundation built for AI from day one. What a real Dynamics 365 Contact Center rollout looked like end to end.
· 6 min read
AI
Genesys's agentic virtual agent has launched. The case studies haven't caught up yet.
A large-action-model-powered virtual agent that recovers from missing information instead of failing to a transfer. Real capability, genuinely new — and worth knowing what isn't proven yet.
· 5 min read
AI
What Agent Copilot actually delivers, once the licence is switched on
Aggregate figures, one enterprise product-support team, and one telecom operator. What the published numbers on Genesys Agent Copilot actually say, in the order they actually move.
· 6 min read
AI
Agentic AI in the contact centre: what to automate first, and what to leave alone
Most contact centre AI pilots stall between demo and production. The difference is almost never the model — it is whether the first use case was a sensible one.
· 8 min read
IVR
Your IVR containment rate is probably lying to you
Containment is the most quoted IVR metric and one of the least trustworthy. Four common ways it flatters a bad experience — and what to measure instead.
· 6 min read
Migration
What actually doesn't port when you leave Genesys Engage
Migration estimates are usually built by counting queues and IVR flows. That is the part that ports. Here is the part that does not, and why it is where the budget goes.
· 7 min read