How AI Is Transforming Contact Centers and Telesales

By Yucel Yilmaz, Head of Business Consulting, Sofrecom Artificial intelligence ( AI ) has established itself today as an essential driver of transformation for contact centers. It enhances operational performance and enriches customer experience, all while repositioning humans as central players in a rapidly changing ecosystem. However, this technological revolution must be managed responsibly, ethically, and with human support to guarantee balanced, sustainable performance.