Convoso CEO Nima Hakimi on the Future of Contact Center Performance

Convoso CEO and Co-Founder Nima Hakimi spoke with SalesTechStar about the technologies reshaping outbound contact centers and the impact Convoso Ignite is having on performance. 

What makes Convoso Ignite different

1. Automated DID procurement and management Ignite removes the manual burden of buying and rotating phone numbers, saving time and reducing human error.

2. Dynamic DID health scoring Instead of a simple good-or-bad label, every number receives a 1-to-100 score based on usage, flags, and carrier performance, giving operators clear, data-backed guidance.

3. Real-time dialing optimization For each call, Ignite selects the best number by evaluating carrier, lead, and campaign context.

Key user benefits: fewer flagged calls, higher contact rates, lower admin overhead, smarter spend per lead, and more live sales conversations.

Why automation is essential

Automation is no longer optional for outbound teams that want to scale. Manual operations not only increase costs and reduce efficiency but also make it harder to compete with teams that have already embraced intelligent platforms.

Contact centers should focus on technologies that offer fast call connection times, built-in compliance features, real-time lead recycling, and omnichannel outreach. Additional must-haves include answering machine detection, caller ID reputation management, and real-time analytics to support better decisions.

Strategies for optimizing outbound workflows

To address rising lead costs and tighter regulations, outbound teams should implement tools that reduce manual work and support dynamic, data-driven operations. Hakimi recommends using automated dialing cadences, lead recycling workflows, and campaign reporting to identify gaps and quickly adjust outreach strategies. Tools that manage compliance, monitor caller ID reputation, and route leads based on agent skills can also help maximize results while reducing risk.

AI should be embedded, not added separately

Hakimi notes that outbound teams don’t need to worry about "using AI" as a separate strategy. Instead, they should choose solutions that already include AI capabilities behind the scenes. These features—such as intelligent lead scoring, conversation routing, and compliance triggers—should work automatically to deliver better outcomes without adding complexity.

Five trends shaping the future

1. Carrier flagging will continue to change outreach strategies, requiring real-time number reputation tools. 

2. AI will become a standard, built-in feature across platforms. 

3. Compliance will become proactive, not reactive, through integrated safeguards.

4. Channels will be orchestrated more intelligently across voice, SMS, and email, rather than simply adding more.

5. Performance operations will take center stage, with teams focusing on precision, agility, and profitability over call volume.

Read the full interview for deeper insights. 

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