We went live for February’s edition of the Contact Centre Network, we were joined by two heavyweights in the contact centre and AI space: Ben Booth, CEO of Max Contact, and Jimmy Hosang, CEO of Mojo CX.
We dived into hot debate about “The future of CCaaS, and how does conversational AI play into that future?” As with any engaging discussion, the opinions were as diverse as the technology itself.
The Big Question: Is CCaaS Dying?
Before we kicked off the session, I asked our panellists to quickly declare which camp they were in, Is CCaaS on its way out, or is conversational AI set to replace it?
Ben was quick to share his view that both can co-exist.
“I think conversational AI will be adopted,” Ben began, “but I don’t think it’s the end of human interaction in contact centres. It’s a hybrid, an evolution of the space.” His stance was clear: CCaaS is far from dead. It’s simply evolving, and with AI joining the ranks, the contact centre landscape is shifting, not disappearing.”
On the other hand, Jimmy had a much bolder take. “Everything’s dead. SaaS is dead. AI is going to eat SaaS platforms. I don’t think CCaaS will be the first to go, workforce management and CRM are more under threat, but make no mistake, we’re moving towards a SaaS-less world.” 
While Jimmy accepted that CCaaS wouldn’t be the first to go, he predicted that the entire SaaS world, including CRM and WFM systems, was heading for obsolescence. “Ultimately, we’re moving towards a SaaS-less world,” suggesting that AI could eventually replace these systems, creating a leaner, more efficient future for businesses.
What’s your view?
Adoption Rates and the Challenge of Change
One key theme that emerged during our conversation was the slow pace of AI adoption in the contact centre space. Ben offered a candid explanation. “We’re still dealing with mindset shifts. People like what they know. There’s a reluctance to relinquish control,” he explained.
Even though the technology is here, businesses are slow to embrace the change required to fully adopt AI. This is compounded by the “fear factor”, particularly around relinquishing manual control, even when automation can perform tasks faster and more accurately.
“Technology adoption is always slower than expected,” Ben added. “Eighteen months ago, people said AI would be everywhere. Now, we’re looking at another 12-18 months before we see significant change.”
Jimmy echoed this sentiment, noting that the industry’s hesitance often stems from gatekeeping. “There are huge companies, like Salesforce, that make their money off traditional SaaS models. They’re invested in maintaining the status quo, and that’s slowing the shift towards AI,” he said.
The Integration of Conversational AI and CCaaS
As the discussion continued, it became clear that while both Ben and Jimmy agreed that CCaaS and conversational AI could coexist, they had different views on how they would integrate. Ben emphasised the ongoing evolution of CCaaS, pointing out that vendors in the space are already integrating conversational AI into their product roadmaps. “CCaaS isn’t going anywhere,” he stated confidently. “It’s evolving with AI tools integrated, and that’s a good thing for us as an industry.”
Jimmy, however, questioned the future of traditional CCaaS. He sees the rise of AI as a “gateway” to a SaaS-less world. “If you think about it,” he said, “we’re moving back to the old days, where humans acted as operators, connecting calls. But instead of just routing calls, these AI-driven ‘operators’ will be much more capable, they’ll be able to handle conversations, provide assistance, and make decisions.”
The Role of AI in Supporting Vulnerable Customers
A particularly compelling part of our conversation revolved around the potential for AI to better support vulnerable customers, such as those with disabilities or those in need of emotional support. Spencer raised an interesting point about using conversational AI to assist deaf or hard-of-hearing customers.
Jimmy was particularly passionate about the potential for AI to offer more flexible, personalised services. “In a hyper-personalised world,” he said, “AI could instantly switch from a voice call to a visual conversation for a customer who’s hard of hearing, or even transcribe conversations in real-time for someone with a disability.”
Ben, too, highlighted how conversational AI can be a game-changer in supporting vulnerable customers, particularly in the debt collection space. “Real-time detection is key here,” Ben explained. “AI can help pick up on subtle cues, like the mention of a medical condition or a crying child, and automatically escalate those cases to the right level of care.”
The Future of the Contact Centre: AI, Ethics, and Beyond
The conversation inevitably turned to the ethics surrounding conversational AI, especially as it scales. Both Ben and Jimmy agreed that while AI has massive potential, businesses need to proceed with caution.
“AI has to be implemented carefully,” Ben said. “It’s about improving the experience for customers, not just cutting costs. The balance needs to be right.
Jimmy echoed this, warning that we must be mindful of the ethical implications of using AI, particularly when it comes to customer data and privacy. “AI eats AI,” he quipped, explaining that once AI systems get smarter, they’ll not only replace SaaS but potentially reduce the costs of AI itself.
Final Thoughts: Co-existence, Not Replacement
As we wrapped up the session, the debate was far from over, but there was one clear takeaway: the future of the contact centre is hybrid. Both CCaaS and conversational AI will play crucial roles in shaping the industry. While AI will continue to evolve, it won’t fully replace human interaction, especially when empathy and complex problem-solving are needed.
For businesses on the brink of adopting new technology, Ben’s advice was straightforward: “Don’t try to get to the destination first. Start simple, prove the value, and go on a journey with AI.”
Jimmy’s final thoughts were equally pragmatic: “CCaaS is the gateway to AI. Don’t overcomplicate things, take it step by step and see how AI can enhance your operations.”
As we move forward, it’s clear that businesses must be ready to embrace change while remaining mindful of the human touch that makes customer service truly exceptional.
Thanks again to our panelists, Ben Booth and Jimmy Hosang, and to everyone who contributed to the discussion.
Be sure to join us next month as we dive into mental health and wellbeing strategies for contact centre teams.
