From our recent Kiwi CX Collective Podcast Episode with Kelly Brickley (COPC), Ramon Szeitszam (Spark), & Richard Winterburn (CCNNZ).
In the contact centre world, we often talk about “Digital Transformation,” but for the agent on the frontline, that often just feels like more tabs, more tools, and more complexity. As expectations for AI continue to skyrocket, the 2025 data reveals a sobering truth: satisfaction with our core platforms is shifting, and the “Very Satisfied” users are becoming a rare breed. If we aren’t careful, our “army of bots” will only be as smart as the messy data we give them.
In this second session of our deep-dive into the 2025 CCNZ Industry Research, we focus on Product. Host Richard Winterburn is joined once again by Kelly Brickley (COPC) and Ramon Szeitszam (Spark) to unpack the technical engine room of New Zealand’s contact centres. They explore why 73% of the industry is suddenly racing to fix Knowledge Management and what it actually takes to achieve “Desktop Nirvana”—that perfect state where an agent has exactly what they need, exactly when they need it.
What You’ll Hear:
The Satisfaction Slump
Why “Very Satisfied” ratings for telephony platforms dropped from 31% to 13%, and what that says about our rising expectations for cloud features.
The Knowledge Foundations
Why 73% of leaders are pivoting back to Knowledge Management as the “must-have” foundation for successful AI and lower AHT.
Desktop Nirvana
Kelly breaks down the tools that reduce the “6-week training burden” by serving real-time scripts and data directly to the agent’s ear and screen.
The CRM Convergence
How giants like Salesforce and Microsoft are moving into the voice space and what this means for your future technical ecosystem.
AI’s Many Faces
Decoding the difference between rules-based, predictive, and generative AI—and why “Predictive WFM” is the highest-ROI tool nobody is using yet.
Agent Assist vs. Agentic AI
Moving past simple chatbots to “Large Action Models” that can actually fulfill tasks across multiple systems.
BCP & The Cloud Benefit
Why 55% of NZ operators had to trigger their Business Continuity Plans last year and how cloud-based tools made those transitions “extremely effective.”
If you’re tired of the ‘more tabs, more tools’ approach and want to actually deliver for your customers and your kaimahi, this is the session you can’t afford to miss.
Watch the full episode now:
Connect with our Guest:
- Kelly Brickly (COPC)
- Ramon Szeitszam (Spark)
- Richard Winterburn (CCNNZ)
