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This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me.

We dive into a wide-ranging conversation covering:

• The new leadership vision at NICE and what it means for the future
• Whether NICE sees itself as a CCaaS platform, an AI powerhouse, or both
• The evolving role of major CRMs in the contact center AI landscape
• And a whole lot more behind-the-scenes insight from one of the most influential CX tech companies out there

If you're in the contact center, customer experience, or enterprise tech space, this is a must-listen. Don’t miss it.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

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Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard.

Before you build your own or sign a contract, listen to this. It’ll change how you see QA, coaching, and the real future of AI in your contact center.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

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In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings.

We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025.

Using a groundbreaking approach that combines ChatGPT's analytical capabilities with Deep Research, we've evaluated each platform across 18 critical criteria.

Whether you're considering a CCaaS migration, evaluating your current vendor, or just keeping tabs on the industry, this vendor-neutral assessment provides the clarity you need to make informed decisions.

From AI capabilities to cost transparency, integration ecosystems to operational excellence try to cover it all.

Don't miss this essential guide to the current CCaaS landscape, where technology meets practical real-world application through the eyes of AI.

Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel