CCW 2026: What Is an AI-Native Contact Center? Zoom CX at CCW 2026

At CCW 2026, CX Today's Rob Scott sat down with Chris Morrissey, General Manager of Zoom Customer Experience, to explore what separates genuine AI-native contact center platforms from legacy CCaaS vendors with AI bolted on — and why that distinction is now showing up directly in resolution rates and agent productivity."AI-native" and "AI-first" are buzz phrases — the real question is whether you're building better customer experiences or just creating a new generation of AI silos. Chris shares how Zoom CX customers are seeing virtual agent no-match rates drop to zero, CSAT scores rise by 25 points, and agents working from a truly unified omnichannel desktop — voice, video, chat and messaging in one place — rather than tabbing between five different windows.In this interview, you'll hear:- What "AI-native" contact center architecture actually means — and why vendors claiming it may be building AI silos instead of integrated platforms- How Zoom CX customers are measuring success beyond handle time and deflection: the shift from deflecting calls to actually resolving them- What a true omnichannel contact center agent desktop looks like day-to-day — and how Zoom eliminates the "toggle tax" of switching between CRM, ticketing, and billing systems mid-call- How Zoom's virtual agent and IVR capabilities handle automated customer interactions — and why passing full context to human agents is the difference between AI that helps and AI that creates friction- How Zoom keeps agents in control while contact center AI handles the heavy lifting — and why the goal is making both customer and agent lives better, not replacing human judgmentSee what Zoom CX can do for your contact center: zoom.com/zcxFilmed on-site at CCW Las Vegas 2026 in partnership with Zoom.For more Customer Experience tech news visit https://www.cxtoday.com