Legacy contact centres are costly, complex and holding businesses back — but cloud and API-driven innovation is changing everything. In this episode of CDW Tech Talks, host Brian Matthews, Head of Modern Workspace – Services Strategy and Development, sits down with Curtiss Hoeft, Senior Field Solutions Architect, to explore how modern contact center platforms reduce costs, boost flexibility and power smarter, AI-driven customer experiences. From replacing hardware-heavy systems to leveraging real-time agent assist and virtual agents, learn how organizations are future-proofing customer service in 2026.
Legacy contact centres are costly, complex and holding businesses back — but cloud and API-driven innovation is changing everything. In this episode of CDW Tech Talks, host Brian Matthews, Head of Modern Workspace – Services Strategy and Development, sits down with Curtiss Hoeft, Senior Field Solutions Architect, to explore how modern contact center platforms reduce costs, boost flexibility and power smarter, AI-driven customer experiences. From replacing hardware-heavy systems to leveraging real-time agent assist and virtual agents, learn how organizations are future-proofing customer service in 2026.