The contact center is being asked to do more with less, faster, across more channels, and to do it with AI layered on top of infrastructure that was never designed for real-time intelligence.

What’s most challenging for most enterprises is the operating model itself. Workflows built for queue-and-route economics don’t bend to agentic AI. CRM systems built as systems of record don’t behave as systems of action. And post-call analytics can’t orchestrate a conversation that’s already over.

The shift underway in 2026 is structural. Conversation Intelligence is moving from a reporting layer to an orchestration layer. This is the real-time connective tissue between AI agents, human teams, backend systems, and the workflows that actually resolve customer issues. That’s the foundation Agentic CX runs on.

On June 16 at 8am PT, Opus Research is hosting a live discussion with SESTEK and Zorlu Energy on what this looks like in production.

SESTEK was recognized in Opus Research’s 2025 Conversation Intelligence Intelliview Report as a leading provider, with particular strength in proprietary ASR and a multi-agent Agentic AI framework supporting both autonomous and human-assisted workflows. Zorlu Energy is putting those capabilities to work across voice, chat, and WhatsApp. They’ll share what’s working, what’s hard, and what enterprise buyers should be asking their own vendors right now.

Topics include:

• Why traditional CX operating models are buckling under AI-driven service demands
• How Conversation Intelligence is becoming the control plane for real-time CX orchestration
• What separates enterprise-grade Agentic AI from legacy automation

Register for this free webinar below or directly at BrightTalk

Categories: Conversational Intelligence, Intelligent Assistants, Webcasts, Articles

Tags: agentic AI