--- title: "[Live Event] Contact Center AI: When to Buy, Build, or Blend" description: Join Bluewave, Genesys, and Content Guru to learn when it makes sense to build AI internally, adopt a proven AI platform, or combine the two. image: https://get-it-right.bluewave.net/hubfs/Contact%20Center%20AI%20Wistia%20Image.png --- [![Bluewave\_logo-4c](https://get-it-right.bluewave.net/hubfs/Logos/Bluewave_logo-4c.png)](https://bluewave.net/) ![Live-Panel-Discussion](https://get-it-right.bluewave.net/hs-fs/hubfs/Live-Panel-Discussion.png?width=250&height=38&name=Live-Panel-Discussion.png "Live-Panel-Discussion") # Contact Center AI: When to Buy, Build, or Blend ![divider-large](https://get-it-right.bluewave.net/hs-fs/hubfs/divider-large.png?width=90&height=10&name=divider-large.png "divider-large") Tuesday, October 27th  | 1pm ET / 10am PT ![CCAI-webinar-logo-stack](https://get-it-right.bluewave.net/hs-fs/hubfs/CCAI-webinar-logo-stack.png?width=591&height=41&name=CCAI-webinar-logo-stack.png "CCAI-webinar-logo-stack") ## Your Contact Center Has Been Told to “Add AI.” Now What? AI can help contact centers improve service, support agents, and make better use of interaction data. But getting value from it depends on more than choosing a feature or deploying a model. Leaders need to decide which problems are worth solving, where AI belongs in the customer journey, and whether to build, buy, or combine both approaches. Join Bluewave, Genesys, and Content Guru for a live discussion on contact center AI use cases, including analytics, automated quality management, agent assist, and virtual agents. The panel will examine how to weigh the tradeoffs of each approach and what it takes to move from an AI initiative to a capability that works in day-to-day operations.   ## What You'll Get from this Session: - **A clearer way to prioritize AI use cases.** Learn how to start with a real customer, agent, or operational need, then determine where AI can support it across the contact center journey. - **Guidance for build, buy, or blend decisions.** Understand when custom development may be warranted, what a mature platform can provide, and where configuration or integration can offer flexibility without taking on the burden of building everything from scratch. - **A broader view of what enterprise readiness requires.** Explore the considerations that extend beyond features, including data protection, governance, resilience, operating cost, accountability, and the ability to act on AI insights. - **Examples that connect the decision to your workflows.** Hear how organizations can match an AI approach to a defined need, then account for the process, data, workflows, and adoption required to put it into use. - **A focused next step for your evaluation.** Leave with questions and criteria to help your team assess where to begin, learn from an initial use case, and expand intentionally.   Register to hear perspectives from Bluewave, Genesys, and Content Guru leaders who work at the intersection of customer experience, contact center operations, and AI. Bring the challenge your team is working through and leave with a more grounded way to evaluate the next move. # Our Expert Panel: Bluewave has assembled leaders from Bluewave, Genesys, and Content Guru to examine the decisions contact center teams face as they put AI to work. Drawing on experience across customer experience, contact center operations, and AI product development, the panel will share perspectives on use cases, platform capabilities, customization, and the operating requirements behind a scalable approach. --- ![paul-w-circle](https://get-it-right.bluewave.net/hs-fs/hubfs/paul-w-circle.png?width=190&height=190&name=paul-w-circle.png "paul-w-circle") #### Paul Weiss #### Managing Partner, Solution Advisory, Bluewave With more than 25 years of experience, Paul helps organizations make informed decisions about contact center, UC, and AI strategy. Paul has advised Fortune 500 and midmarket organizations across healthcare, financial services, BPO, manufacturing, and retail. He is known for helping leadership teams connect technology decisions to the workflows, customer experiences, and business priorities they are trying to improve. ![keith-pavlick-genesys-circle](https://get-it-right.bluewave.net/hs-fs/hubfs/keith-pavlick-genesys-circle.png?width=190&height=190&name=keith-pavlick-genesys-circle.png "keith-pavlick-genesys-circle") #### Keith Pavlick #### Director of AI & Experience Orchestration, **Genesys** Keith Pavlick is the Genesys Director of AI and Experience Orchestration. Over more than 20 years in enterprise CX and contact center technology, Keith has scaled solutions at companies including Oracle, LivePerson, and Nuance/Microsoft, giving him a rare vantage point at the intersection of AI, automation, and customer engagement, and he's passionate about turning emerging AI capability into real revenue. ![rhys-harris-contentguru-circle](https://get-it-right.bluewave.net/hs-fs/hubfs/rhys-harris-contentguru-circle.png?width=190&height=190&name=rhys-harris-contentguru-circle.png "rhys-harris-contentguru-circle") #### Rhys Harris #### Product Director for Brain® and AI, Content Guru Rhys Harris is the Product Director for brain® and AI at Content Guru. With a background spanning engineering leadership, service management, and customer‑facing support roles, Rhys brings a hands‑on understanding of how AI, data, and operations, come together in real‑world CX environments. He specializes in building scalable, practical AI capabilities that eliminate fragmentation and accelerate outcomes. ### Is This Session Right for Your Organization? This session is ideal for organizations that want to make a more informed contact center AI decision before committing time, budget, or technical resources. --- **This discussion is particularly valuable for organizations that:**  - Have been asked to introduce AI into the contact center but have not yet agreed on the business problem or outcome to prioritize. - Want flexibility and customization without creating an AI environment that is difficult to operate, govern, or support. - Need to account for customer data, governance, reliability, resilience, and accountability as part of the evaluation, especially in regulated settings. - Have generated AI insights or scores but need clearer processes, workflows, and ownership to turn them into better agent behavior and customer outcomes. - Want to begin with a focused use case, learn from it, and expand only when the organization is ready. ### Who Should Attend? - **Contact Center Leaders** responsible for service performance, customer experience, and the operating model behind their contact center who need to decide where AI can help. - **Customer Experience Leaders** evaluating how AI can improve customer journeys while preserving the service experience customers expect. - **IT and Enterprise Architecture Leaders** weighing internal development, platform capabilities, integrations, APIs, reliability, and long-term operating ownership. - **Data, AI, and Automation Leaders** responsible for identifying viable use cases, evaluating data and governance requirements, and moving initiatives beyond a prototype. - **Risk, Compliance, and Information Security Leaders** assessing data protection, accountability, resilience, and governance for AI used in customer-facing or regulated environments. 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