Convoso CEO Featured in CMSWire on the Future of AI-Powered Contact Centers

CMSWire’s article, "Salesforce Agentforce Contact Center Review: Strengths, Gaps and How It Compares to Rivals,” by Scott Clark, examines how Salesforce Agentforce Contact Center is built, where it delivers value, and how it fits into the evolving landscape of AI-driven customer experience.

In the article, Nima Hakimi, CEO and Co-Founder of Convoso, shares his perspective on how AI is transforming contact centers from interaction management tools into intelligence-driven orchestration platforms.

"AI is pushing contact centers beyond interaction management into orchestration layers, but primarily on the inbound side. Platforms like Salesforce are getting better at connecting CRM data, workflows and service interactions into a more unified system. The bigger shift is that the platform is becoming a system of intelligence."

He further notes that AI is only as effective as the data it can access:

“When that data lives inside the platform, it creates a much larger opportunity to influence decisions—not just manage interactions."

Hakimi also explains that unified data is the foundation for effective AI, but unification alone is not enough.

"Unified data is foundational because AI depends on it. Platforms like Salesforce have an advantage here by anchoring customer interactions in a central CRM layer. The challenge is that most organizations don’t actually have clean, connected real-time data. Even when systems are integrated, latency and data quality issues limit how actionable that data is.”

He adds that the real opportunity lies in activating data when it matters most.

“The real value comes from being able to use that data in the moment decisions are being made, not just storing it in one place.”

Read the full article

About CMSWire

For over two decades CMSWire, produced by Simpler Media Group, has been the world's leading community of customer experience professionals.mToday the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations.