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Marc van Egeraat
CX Strategy Lead
Insights & Blueprints
Field notes, blueprints & benchmarks.
Architectural analyses, production benchmarks, and field guides from engineers and consultants designing enterprise contact centres on NICE CXone, Cognigy, and Zoom.
Every insight is drawn directly from production deployments across NICE CXone, Cognigy, Zoom, and enterprise WFM.
Featured ArticleAI & Automation5 min read
Why 80% of Voicebots Fail at First Transfer — And How to Fix Context Handover
When conversational AI breaks down in production, the issue is rarely speech recognition. It is the handover layer between the virtual agent and the human supervisor on NICE or Zoom.
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Sophie van Dijk
Head of Conversational AI
Workforce Management7 min read
Erlang C vs Machine Learning: Modernizing WFM Forecasting at Enterprise Scale
How multi-skill omnichannel contact centres move beyond legacy Erlang calculators towards AI/ML demand forecasting on NICE IEX WFM.
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Marco Jansen
Principal WFM Consultant
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Daan van de Berg
Enterprise Solutions Architect
Have a question about conversational AI or WFM architecture?
Our practice leads are engineers and consultants with hands-on experience designing enterprise contact centres.