Agentic AI in contact centers is no longer a niche experiment. Across major vendors, from chipmakers to cloud providers, companies are building platforms that let AI act autonomously on behalf of workers and customers. Therefore, business leaders must understand how these platforms change operations, metrics, and vendor risk. This post pulls together recent moves from Nvidia, Amazon, RingCentral, Five9, and Microsoft to explain what’s new, what’s at stake, and what leaders should do next.

## Nvidia’s NemoClaw and agentic AI in contact centers

Nvidia is reportedly developing NemoClaw, an open-source platform designed to run AI agents that perform tasks for employees. According to reporting, the company has pitched the platform to major enterprise software firms. Therefore, this is significant because Nvidia is a major provider of the compute that powers modern AI, and an open-source agent platform from them could accelerate enterprise adoption.

NemoClaw aims to let organizations deploy agents that automate workflows and take actions across systems. However, because the platform is open-source, it could lower barriers to experimentation and foster a broader ecosystem of integrations. This matters for IT leaders because it changes the calculus: instead of relying solely on packaged SaaS features, companies may need to plan integration, orchestration layers, and compute budgets to run agent workloads at scale.

Additionally, enterprises should watch how vendors like Salesforce or Cisco respond. If major software providers integrate NemoClaw-style agents into their offerings, organizations will face choices about standardization and lock-in. Consequently, procurement teams should start evaluating how agent platforms will fit into architecture, what compliance and data protections will be required, and how to measure success.

Impact and outlook: Open-source agent platforms from infrastructure leaders could speed deployment and broaden use cases. Therefore, companies should update roadmaps to include integration strategy and compute planning for agentic AI in contact centers.

Source: CX Today

Amazon Connect and redefining metrics for agentic AI in contact centers

Amazon Connect announced several updates aimed at shifting how contact centers measure success. Predictive personalization, AI-assisted management, pre-deployment simulation, and improved email handling were highlighted. Therefore, Amazon’s message is clear: traditional KPIs may no longer tell the full story in AI-driven operations.

For years, call deflection—reducing inbound calls by routing customers to self-service—was a common success metric. However, Amazon suggests that focusing narrowly on call deflection can hide poor experiences or missed revenue opportunities. Instead, predictive personalization and simulation tools let teams forecast outcomes and validate agent behaviors before they go live. Consequently, measurement moves from simple counts to outcome-based KPIs: satisfaction, resolution quality, and downstream business impact.

Additionally, AI-assisted management features signal a shift in daily operations. Supervisors will increasingly rely on AI to spot trends, coach agents, and manage capacity. Therefore, workforce planning and training will need to adapt. Managers must learn to trust AI insights while retaining human judgment to handle edge cases.

Impact and outlook: Enterprises should rethink metrics and adopt end-to-end measurement tied to customer outcomes. Furthermore, organizations will need new processes to validate agent performance before wide rollout, reducing risk and improving customer experience as agentic AI in contact centers becomes standard.

Source: CX Today

RingCentral AIR Pro: voice-first agentic AI in contact centers

RingCentral unveiled AIR Pro, a voice-first platform that aims to automate complex customer interactions across voice and digital channels. Therefore, the emphasis is on real-time conversation automation, not just back-office workflows. This move highlights how agentic AI is moving from text and chat into the core of voice interactions.

Voice-first agentic AI matters because many high-value customer exchanges still occur over the phone. RingCentral’s approach suggests a future where AI can handle nuanced, spoken conversations and integrate actions across systems during the call. However, delivering reliable voice automation requires tight integration with telephony, transcription, and context systems. Consequently, companies should evaluate not only AI quality but also integration points and fallback design for when AI needs human handoff.

Additionally, organizations that are heavy voice users will face choices about migration paths. Will they adopt a vendor’s voice AI stack, or assemble best-of-breed components? Therefore, procurement and architecture teams should create clear migration plans and pilot projects that evaluate real-world call types rather than synthetic tests.

Impact and outlook: Voice-first platforms like AIR Pro move agentic AI deeper into customer engagement. Therefore, enterprises should prioritize voice automation pilots, define escalation paths, and measure voice outcomes as part of a broader agentic AI in contact centers strategy.

Source: CX Today

Five9’s partner strategy and orchestrating multi-agent contact centers

Five9 expanded its partner program with a formal ecosystem designed to orchestrate multiple agents, integrations, and embedded technologies. Therefore, the vendor recognizes that modern contact centers will be an assembly of AI agents, apps, and services. This partner-first approach aims to make it easier for ISVs and integrators to plug into a unified orchestration layer.

For enterprises, this matters for two reasons. First, orchestration reduces the friction of managing many specialized agents that must cooperate during customer interactions. Second, a rich partner ecosystem helps companies find pre-built connectors and domain capabilities, shortening time to value. However, organizations must still govern how partners interact with customer data and ensure consistent behavior across agent types.

Additionally, the program highlights reseller and integration opportunities. Businesses that rely on channel partners should assess how updated partner tools will affect procurement, implementation timelines, and total cost of ownership. Therefore, legal and procurement teams should update contracts and SLAs to reflect multi-agent orchestration responsibilities.

Impact and outlook: As vendors like Five9 standardize partner integration, enterprises can expect faster rollouts and more specialized capabilities. Consequently, leaders should map their integration needs and choose partners that offer strong governance and operational support for agentic AI in contact centers.

Source: CX Today

Microsoft, Anthropic and the governance layer for agentic AI in contact centers

Microsoft’s decision to support Anthropic in a legal dispute that touches national security classifications signals a broader shift in vendor risk and governance. Therefore, the issue is bigger than a single case: it may change how enterprises evaluate AI suppliers and supply-chain risk.

The dispute involves a government classification that could restrict certain uses of an AI provider. However, Microsoft’s backing suggests large vendors are willing to influence how rules and norms take shape. Consequently, procurement, security, and legal teams must be ready to expand their vendor risk frameworks to include AI-specific considerations such as model provenance, data handling, and geopolitical restrictions.

Additionally, this moment underscores the need for clear governance around agent behavior. When AI agents can act autonomously, errors can cascade quickly across systems. Therefore, organizations should formalize governance playbooks that include vendor assessments, deployment controls, and incident response for agent-driven actions.

Impact and outlook: Legal and regulatory questions will shape vendor risk assessments and could affect which providers are viable for certain use cases. Therefore, enterprises should strengthen procurement checks and governance frameworks to safely adopt agentic AI in contact centers.

Source: CX Today

Final Reflection: Planning for an Agent-Driven Contact Center

Taken together, these vendor moves show a clear pattern: agentic AI in contact centers is moving from concept to mainstream capability. Nvidia’s open-source push could broaden infrastructure choices. Amazon and RingCentral are redefining measurement and interaction design. Five9 is simplifying orchestration with partners. Meanwhile, legal and supply-chain debates led by Microsoft’s involvement remind us that governance is no longer optional.

Therefore, business leaders should act on three fronts. First, update KPIs to measure outcomes, not just deflection. Second, build integration and compute strategies that account for agent platforms and voice automation. Third, strengthen governance and procurement processes to handle vendor risk and regulatory change.

Finally, this transition need not be disruptive if approached deliberately. By piloting use cases, partnering with trusted vendors, and evolving measurement, organizations can harness agentic AI to improve customer experience and operational efficiency. The future of contact centers will be agent-led, but companies that plan now will control how that future unfolds.