Nirali Amin on contact center transformation
From Trends in Contact Center Transformation: A Conversation with Nirali Amin from LivePerson · · Tech Mahindra
“When I think about contact center transformation, the first is of course agents themselves—how are you empowering agents to deliver the right outcome, be it revenue retention, customer experience from a care perspective, and overall satisfaction? For me, it's all about ensuring we're building the right frameworks and giving them the right tools like generative AI or other integrations that may come into play to drive the right outcome.”
On , Nirali Amin, Senior Vice President of Solutions at LIVEPERSON INC, spoke about contact center transformation during Trends in Contact Center Transformation: A Conversation with Nirali Amin from LivePerson on Tech Mahindra.
About Nirali Amin
Nirali Amin, Senior Vice President of Solutions at LivePerson, discussed contact center transformation in a January 2025 interview. She stated that transformation involves two elements: empowering agents with tools like generative AI to drive outcomes such as revenue and retention, and ensuring a balance between customer experience and agent experience. Amin said LivePerson has moved from being a messaging and AI provider to a "system of action" that acts as a command center for brands, integrating third-party bots and large language models. Amin noted that customer journeys are no longer linear, with customers choosing channels based on their situation, such as SMS while commuting or voice at home. She said LivePerson previously promoted the idea that voice was obsolete but has since learned that digital alone does not solve all needs, and the company now aims to give voice the same tools and respect as digital channels. Amin emphasized that transformation requires combining multiple systems and frameworks, not relying on a single capability.