Choosing the right AI-powered contact center: What sets Agentforce apart

The contact center market is currently inundated with "AI-washing" — where decades-old legacy providers rebrand basic automation as advanced intelligence. For enterprise leaders, this creates a significant risk: investing in "future-proof" tech that is actually anchored to a dying architecture.

In this roundtable, TTEC Digital and Salesforce move past the slide decks to discuss the structural shifts in CX. We break down why the industry is consolidating, which platforms are failing to adapt, and how Agentforce is designed to deliver immediate operational ROI.

In this session, you’ll learn how to:

• Navigate the 2026 CX map and the shift from legacy systems to AI-native ecosystems
• Apply a "red flag" checklist to distinguish true AI-native platforms from rebranded legacy tools
• Evaluate the Agentforce roadmap and technical differentiators via a live platform demonstration
• Use TTEC Digital's Fast-Track Framework to bypass the typical 18-month implementation lag

The experts

John Seeds, Global CRM Portfolio Co-leader and  Fractional Chief Marketing Officer, TTEC Digital
‍A CX leader focused on helping brands bridge the gap between complex technology and modern consumer expectations.

Alfredo Rizzo, Chief Technology Officer, TTEC Holdings
‍A CX technology expert in navigating the shift from legacy hardware to AI-led engagement .

John Robb, Senior Director, Products, Agentforce Contact Center & Voice AI, Salesforce
‍A veteran tech executive currently scaling Salesforce’s AI-driven product roadmap.