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CCAM x NICE Roundtable


17 Apr 2024

Leveraging CX AI to Improve Agent Productivity through Analytics and Quality

On Wednesday, April 17th, 2024, The Contact Centre Association of Malaysia (CCAM) and NICE co-hosted a thought-provoking roundtable event at the Sheraton Hotel in Petaling Jaya, Malaysia.

The event aimed to shed light on the role of Artificial Intelligence (AI) in analytics and quality management within contact centers, under the theme "Leveraging CX AI to Improve Agent Productivity through Analytics and Quality."

Romeo Solas, representing NICE, took center stage as the keynote speaker, offering invaluable insights into the practical applications of AI in the contact center landscape. Attendees were treated to a deep dive into how AI-powered analytics and quality management tools can revolutionize agent productivity, streamline operations, and enhance the overall customer experience.

As a proud partner of the event, ITApps we bring along our customers, who joined the discussion to discover the transformative potential of AI technology firsthand.

Their engagement and enthusiasm underscored the importance of continuous learning and innovation in today's rapidly evolving contact center landscape.

In conclusion, the event was a success, deepening industry collaboration and equipping attendees with actionable strategies for contact center excellence.

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