Contact center operations have been profoundly transformed in the past several years through technology, including AI, automation, and machine learning. This evolution has yielded significant enterprise gains in cost savings, productivity, and improved customer experience, and now there’s more to come. Contact center transformation is expected to continue unabated with the onset of agentic AI technology, which will serve as a complement to generative AI (GenAI) solutions. Agentic AI is designed to help bring exponential improvement in contact center workflow efficiency for enterprises as well as to enhance the experience of their customers.