The AI Contact Center Handbook
A practical field guide to customer experience in the age of agentic AI — chapter by chapter, for teams evaluating AB Support.
Appendix E — Vendor Market Guide
The 2026 CCaaS and CPaaS market map, a seven-vendor comparison, a hidden-cost checklist that catches the two-to-three-times multiplier on published pricing, and the reference-check questions worth asking.
Appendix A — Glossary
A single alphabetical A–Z glossary covering the contact center industry, AI, and compliance — every acronym you will hear in a CCaaS bake-off, a QBR, or a security review, defined in one sentence.
The Toolkit — Six Appendices
Six practical reference tools from The AI Contact Center Handbook — glossary, readiness checklists, compliance frameworks, MCP developer toolkit, vendor market guide, and CX math.
Chapter 12 — Strategic Vendor Selection and Implementation
The four vendor camps, the phased rollout playbook, contract terms that actually matter, the shift to outcome-based pricing, and a twelve-month calendar of what goes right and wrong.
Chapter 9 — Keeping AI out of PCI Scope
Why post-call redaction fails PCI DSS v4.0 audits, how the LLM Scope Rule silently pulls modern contact-center systems into scope, and the pause-and-resume architecture with network-level DTMF masking the industry has converged on.
Chapter 3 — The Rise of Agentic AI
A walkthrough of Chapter 3 of The AI Contact Center Handbook — what "agentic" actually means, why a chatbot is not an agent, the three ingredients (model + tools + memory), and the seven design principles that separate production systems from failed pilots.
Chapter 2 — The Architecture of Convergence: UCaaS, CCaaS, and CPaaS
A walkthrough of Chapter 2 of The AI Contact Center Handbook — the three acronyms behind every vendor pitch, why they are all converging into a single Communications Cloud, and what a buyer should actually evaluate.
Part 1 — The Landscape
Part 1 of The AI Contact Center Handbook. Three chapters that map the terrain before the tactics: the legacy trap, the new architecture, and the arrival of agentic AI.
Chapter 1 — The Cost of "How We've Always Done It"
A walkthrough of Chapter 1 of The AI Contact Center Handbook — why the legacy contact center is not a technology problem, but an operating-model tax paid every day in cash and in trust.