During the Sandler Partners CX & AI Webinar, focused on CX & AI, Ben Edwards, Director of CX & AI Programs, was joined by Provider panelists from AudioCodes, Five9, Liminal, and Sinch to walk through what drives CX & AI conversations—less about introducing AI for the first time, and more about how to get more value from the AI a client is already running, where it’s falling short, and how to help them adopt it safely as it expands across the organization.

Here’s what sets those conversations in motion:

  • Most don’t begin with the words “AI” or “Contact Center.” They begin with a complaint: “our phone system frustrates customers”, a frustration “our team can’t keep up”, or a concern “employees are using AI we can’t see or control”.
  • An outdated phone system, a stretched Contact Center team, or ungoverned AI use rarely stay contained to one issue. A complaint about call routing often points to a bigger customer experience problem, and one employee bypassing Copilot for a personal AI account can be a sign the whole organization needs a better way to manage AI access.

Why these Providers are the right fit to help:

AudioCodes:

A Unified Communications Provider offering Voca, a Contact Center solution built natively for Microsoft Teams. Where they add value:

  • Extending a client’s existing Microsoft Teams investment into full Contact Center capability, so Partners can grow the account without asking the client to rip out what’s already in place.
  • Replacing outdated phone-tree menus with an AI receptionist that gives customers a faster, more conversational way to get what they need.

Five9:

An AI-powered CCaaS Provider focused on elevating customer and agent experience. Where they add value:

  • Surfacing exactly where Contact Center AI is falling short by listening to customer conversations in real time, giving Partners a data-backed way to open the next conversation.
  • Delivering measurable results: one healthcare client cut live-agent volume by 45% and shifted another 20% of interactions to self-service, without eliminating a single job.

Liminal:

A secure, multi-model AI platform giving organizations governed access to leading AI models. Where they add value:

  • Closing the shadow AI gap by giving employees secure, sanctioned access to leading AI models, so they stop turning to personal accounts IT can’t see or control.
  • Delivering unlimited access to multiple top AI Providers through a single-tenant model, giving clients choice and control without the cost of negotiating separate enterprise contracts.

Sinch:

A CPaaS Provider powering the voice, messaging, and email infrastructure behind AI-driven customer interactions. Where they add value:

  • Modernizing outdated phone systems into the low-latency voice and messaging network AI agents need to actually perform well.
  • Proving at scale: a recent migration moved 3,500 agents and 4,200 phone numbers in under two months, without a single dropped call.

The bigger opportunity for Partners isn’t spotting that a client uses AI. It’s catching where that AI is underperforming and knowing exactly which Provider can fix it.

WATCH THE FULL WEBINAR