AIXperience
Applied AI and generative AI for the contact centre
A focused programme on putting AI to work in CCaaS — voice and chat bots, agentic modules, and LLM integrations on Genesys Cloud CX, Amazon Connect and the wider estate.
Programme overview
From CCaaS practitioner to AI-capable
Learning & training
Structured sessions on generative AI concepts and how they map onto contact centre problems.
Consulting & implementation
Guidance on introducing AI capabilities into a live CCaaS platform.
Placement assistance
Support moving into AI-focused CX roles, for learners who complete the programme and meet the criteria.
What you learn
AI, grounded in contact centre practice
Generative & agentic modules
Design generative pre-trained and agentic components for contact centre use cases.
LLMs & integration
Connect large language models into CCaaS flows and back-office systems.
Voice, chat & digital bots
Build voice bots, chat bots and autonomous digital agents.
Conversation design
Design dialogue and hand-offs that keep the customer informed and in control.
Native platform AI
Use the AI features built into Genesys Cloud CX and Amazon Connect.
Evaluation & guardrails
Measure quality, contain cost and keep AI behaviour safe in production.
Who the programme is for
Technical managers & leads
Own the AI roadmap for a contact centre platform.
Contact centre technology professionals
Add generative AI to an established CCaaS skill set.
Technology consultants & analysts
Advise clients on where AI fits, and where it does not.
Graduates entering the field
Start with market-ready AI and CCaaS skills.
How the programme runs
Free demo class
See the format and the tools before enrolling.
Foundations
Generative AI concepts grounded in contact centre scenarios.
Build
Hands-on labs: bots, agentic modules and LLM integrations.
Apply & place
A capstone build, assessment and placement assistance.
What you take away
Working components, not just theory
You leave with a portfolio of contact centre AI components you built yourself.
Grounded in real platforms
Everything maps to Genesys Cloud CX and Amazon Connect, so it applies immediately.
A route into AI-focused CX roles
Placement assistance for learners who complete the programme and meet the criteria.
Related services
Training & certification
New to CCaaS? Start with platform fundamentals before layering on AI.
Implementation & migration
Design and build the AI features we teach directly into your platform.
Related guides
Where generative AI actually helps in the contact centre
Past the hype: the GenAI use cases that are working in CCaaS today.
What a CCaaS migration actually takes
The timeline, the phases, and where migrations actually go wrong.
Frequently asked questions
Trainers, prerequisites, duration, cost, certification and placement assistance.
Add AI to your CCaaS skill set
Book a free session to see the AIXperience programme and get a plan for your background.