Amplix VP Tommy Mullins on Agent Assist, Virtual Agents, and What Is Actually Working in AI
CX leaders are being held to real business outcomes now in a way they weren’t a few years ago, and AI has only sped up the timeline for proving it. In this Inside Amplix episode, Shawn sits down with Tommy Mullins, VP of Operations and Service Delivery at Amplix, to unpack what separates AI initiatives […]
From CX to Total Experience: Ricki Lang on Behavioral Data and Human-in-the-Loop AI
Customer experience, digital experience, employee experience, and user experience are usually treated as separate disciplines, but Ricki Lang argues they’re really one thing wearing four hats. In this episode, Shawn sits down with Lang, VP of Telecommunications, Media and Entertainment at Quantum Metric and former product and engineering leader at Comcast, to unpack what she […]
Deterministic vs. Probabilistic AI: Which Does Your Contact Center Actually Need?
Most customers do not call a contact center because everything is going well. They call because something is stuck, confusing, urgent, or expensive. By the time they pick up the phone, they’ve usually already tried the website, the app, and a chat window that gave them the digital equivalent of a shrug. Then they hear […]
Identity Is the New Edge: What Contact Centers Can Learn From Cybersecurity
Most conversations about AI in the contact center focus on the customer experience layer: bigger queues handled by smaller teams, agents augmented instead of replaced, customers routed by intent instead of button-mashing through an IVR tree. The contact center world runs on average handle time and CSAT. Different vocabularies, same house: cybersecurity is simply further […]
Amplix Senior CX & AI Consultant Amy Behbehani on Closing the Healthcare Patient Experience Gap
People expect real-time, personalized service everywhere, from banking apps to same-day delivery, but healthcare hasn’t caught up. In this Inside Amplix episode, Shawn sits down with Amy Behbehani, Senior CX & AI Consultant at Amplix, who spent over 12 years working inside hospital and insurance contact centers before joining Amplix. Amy breaks down why repeated […]
50% Fewer Repeat Calls: How Yale New Haven Health Unified Patient Access with Genesys Cloud and Epic
Yale New Haven Health (YNHH) runs patient access the way a hospital runs triage: as the front door to everything that follows. Get it right, and patients reach the right care faster, with less friction, at a moment when they’re often already anxious. Get it wrong, and every downstream step in that patient’s care gets […]
Amplix VP Stanton Smith on Why AI Readiness Starts With Clean Data, Not New Tools
Enterprises are racing to adopt AI in the contact center, but Stanton Smith, VP of CX Consulting and Solution Engineering at Amplix, has a warning: layer AI onto bad data or broken processes, and you’ll only automate the dysfunction faster. In this Inside Amplix episode, Shawn Cordner sits down with Stanton to unpack what transformation […]
Is Your Contact Center Architecture Ready for Agentic AI Agents?
For years, contact center transformation has been measured with the same handful of metrics: average handle time, containment rate, abandonment rate, cost per call, first contact resolution, and CSAT. Those numbers still matter. They were built for a world where customers picked up the phone themselves. That world is changing. That shift was the center […]
How Do You Choose a Genesys Implementation Partner in the US?
Most enterprise contact center teams spend months evaluating Genesys against Five9, NICE CXone, and Amazon Connect, and days evaluating who will actually build the thing. That ratio produces a predictable problem: a strong platform choice paired with a delivery partner who can’t handle the complexity underneath it. Genesys Cloud CX is powerful, but out-of-the-box configurations […]
Quiq’s Mike Zinne on the Nine Mistakes Sinking AI Contact Center Deployments
Most enterprises approach AI in the contact center backwards, and the mistakes are costly enough to derail an entire deployment. In this episode, Shawn sits down with Mike Zinne, Chief Revenue and Experience Officer at Quiq, an AI agent company built for customer journeys, to walk through nine of the most common (and expensive) missteps […]