In NiCE’s earnings call on February 19th, CEO Scott Russell noted that organizations are not deploying AI with the primary objective of reducing headcount. Instead, they are using AI to free up agents—to handle rising interaction volumes, reduce backlogs, and enable more proactive engagement.
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AI isn’t shrinking the contact center; it’s unlocking it
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The Analyst Team
Mila D'Antonio
Follow AnalystPrincipal Analyst, Customer Engagement
Mila D’Antonio is a principal analyst on Omdia’s Customer Engagement team where she focuses on enterprise applications that enable personalized and connected customer engagement. Mila analyzes key developments in customer engagement applications and emerging tech that improve customer interactions and enable personalized, relevant engagements. That includes research on customer engagement platforms, customer data platforms, customer journey orchestration, and conversational AI.
Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
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