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 D — Agentic AI Developer Toolkit (MCP)
A working map of the Model Context Protocol (MCP) — what it is, curated MCP servers by category for contact center use, three architectural composition patterns, and the checklist for building your own MCP server safely.
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.
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 4 — The New Role of the Human Agent
Chapter 4 walkthrough from The AI Contact Center Handbook. Agentic AI takes the routine 80% of interactions; the human agent's job becomes higher-stakes, higher-EQ, higher-paid — and needs to be rebuilt from the ground up.
Part 2 — The Front Line
Part 2 of The AI Contact Center Handbook — what changes on the front line when agentic AI handles the routine work. Chapter 4 covers the human side of the shift; Chapter 5 covers the Experience Orchestration Platform that makes real-time decisions above every channel.
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.