Natalie Perez

Almost everything written about AI in the contact center focuses on the conversation itself: latency, transcription, and whether the model knows when to stop talking. Workforce management sits outside the conversation.

Cisne provides workforce management technology for forecasting, scheduling, and real-time adherence across contact center operations. Our initial integration with Avaya Infinity took days, and most of that was extra testing we decided to run ourselves.

Contact centers are betting their future on AI that customers fundamentally don't trust. While 74% of companies feel comfortable letting AI handle sensitive financial data, only 35% of consumers agree. This isn't a confidence gap. It's a structural flaw that could turn your AI investment into a customer retention disaster.