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 F — CX Math and Operational Models
The four pieces of math a CX leader should be able to sketch on a whiteboard — Erlang C with a worked example, Erlang O concurrency, LLM inference economics with model routing and caching, containment arithmetic, and blended cost per contact.
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.
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.
Part 5 — Execution
Part 5 of The AI Contact Center Handbook — where the book stops describing the terrain and starts telling you what to do: trust architecture, the changing workforce, and vendor selection.
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.