Welcome to HubTalks — a new video series from NFON that brings you direct insights from the people shaping the future of customer communication. Each episode features expert perspectives on where the contact center market is headed, how AI is transforming it, and how NFON Contact Center is helping businesses adapt and thrive.
In our first episode, we sat down with Markus Krammer, NFON Executive Vice President Global Go-To-Market & New Business, to explore how contact centers are evolving from reactive support hubs into powerful, revenue-driving business platforms—thanks to the strategic use of AI. Central to this evolution is the ability to deliver exceptional customer experiences: faster response times, more personal interactions, and seamless service across every channel. AI isn’t just driving efficiency—it’s fundamentally enhancing how customers experience brands and reshaping expectations for real-time customer engagement.
Why Contact Centers Are More Critical Than Ever
The global contact center market is not only growing—it’s being reshaped. Businesses across industries are recognizing that customer service isn’t just a support function. It’s a core differentiator, and one of the most critical touchpoints in the customer journey.
Several forces are driving this shift:
- The rise of digital-first communication means customers now expect instant, consistent experiences across voice, chat, email, and more.
- Retention pressures are pushing businesses to invest in smoother, more empathetic service to build loyalty and long-term customer relationships.
- Technological advancements in AI and automation have made it possible to scale high-quality service more efficiently while boosting customer engagement.
The message is clear: companies that treat their contact center as a strategic growth lever—rather than a cost center—will be better equipped to meet evolving customer needs and outperform competitors.
AI That Enhances, Not Replaces
AI often gets a bad rap—seen as either too complex or a threat to human jobs. Markus offers a different vision: AI as a collaborative tool that empowers agents and enhances the customer experience.
With NFON Contact Center, AI is woven into the product in purposeful ways:
- GPT-based interactions make virtual assistants more natural, fluid, and helpful.
- Smart Compose helps agents write faster, clearer replies with contextual awareness.
- GPT-powered summarisation delivers concise overviews of past customer interactions, saving valuable time and accelerating issue resolution.
These tools solve real problems in the modern contact center. They reduce response times, increase first-contact resolution rates, and give agents confidence in every interaction. In fact, many businesses now report resolution rates as high as 70% to 100% on AI-driven customer service queries.
🎥 Watch Episode 1 of HubTalks to hear Markus Krammer’s full vision for the AI-powered contact center.
Happy Agents, Happy Customers
Beyond the customer, AI has a profound impact on the agent experience—an area often overlooked in discussions of customer service transformation. As Markus puts it, AI should amplify the human, not replace it.
Here’s how it benefits agents:
- Repetitive tasks are automated, giving agents more time to focus on complex or high-value cases.
- Relevant insights and summaries are delivered in real time, so agents don’t waste time digging through systems.
- A more intelligent workspace leads to more confident, motivated employees—and ultimately better customer interactions.
By creating better working conditions for agents, NFON Contact Center strengthens the entire customer engagement process.
Simplicity, Scalability, and Security by Design
Innovation doesn’t mean complexity. NFON Contact Center is:
- Cloud-native and scalable, designed to grow with your business.
- Intuitive to use, with a short learning curve and smooth setup.
- Fully GDPR-compliant, using Microsoft’s EU-hosted Azure OpenAI integration to protect data privacy without compromise.
From SMEs looking to modernize their contact center operations to large enterprises aiming to optimize customer engagement, the platform adapts to meet a wide range of needs—without heavy technical burden.
A Glimpse into the Future of Customer Engagement
Looking ahead, Markus envisions a world where customer interactions will evolve into AI-to-AI communication, with intelligent systems anticipating needs and acting faster than ever before. In this future, humans still play a central role, empowered by technology that enhances real-time responsiveness, personalization, and efficiency.
That future is closer than you think. And NFON Contact Center is already building the foundation.
🚀 See NFON Contact Center in action.
💡 Learn more about NFON Contact Center and explore its features, benefits, and use cases.
