Every call center interaction is a goldmine of untapped insight and AI is finally making it possible to act on it. In this webinar, we bring together technology leaders, AI practitioners, and business executives to share how enterprise organizations are moving beyond the hype and deploying AI solutions that drive real, measurable results in the call center. Through a combination of platform insights and real-world customer stories, we'll cover:
Call center analytics at scale — how modern data platforms are enabling organizations to extract meaning from millions of customer interactions
Model evaluation & LLMOps — practical approaches to deploying, monitoring, and governing large language models in production environments
Business impact in practice — firsthand accounts of how AI is improving operational efficiency and customer experience
This session is designed for a broad audience. Whether you're an engineer building the pipelines, a data scientist evaluating models, or a business leader looking to understand what's possible, you'll walk away with concrete insights and a clearer roadmap for your own AI journey.
Speakers:
Manish Joshi
Director Consulting Expert, CGI
Manish Joshi is a Director Consulting Expert (Senior Architect) at CGI with over a decade of experience helping organizations modernize customer experiences through custom development, system integration, platform modernization, and contact center transformation. He has led large-scale omnichannel customer service initiatives spanning voice, chat, email, and digital engagement platforms to improve operational efficiency and customer outcomes. In recent years, Manish has focused on helping clients adopt Conversational AI and Generative AI solutions, delivering innovative capabilities using platforms such as Google CCAI, Azure, and Databricks. He leads the System Integration and AI-enabled Applications practice within the Atlanta AI Exchange (AIX) in CGI's US South Business Unit, where he partners with clients to translate emerging AI technologies into practical business solutions that drive measurable value.
Gaby Martin
Director, National AI Strategy & Alliances, CGI
Gaby Martin is a part of CGI’s U.S. National AI Strategy Team, where she plays a pivotal role in shaping enterprise-scale AI initiatives. As a seasoned principal data scientist, she has partnered with 30+ clients across a diverse range of industries, where she has designed, implemented and scaled impactful AI solutions. With deep technical expertise and a strategic mindset, Gaby brings invaluable insights into what it truly takes to deploy AI successfully in complex enterprise environments, along with the real-world lessons learned along the way.
Amit Singh
Global Head of Partner GTM - AI, Lakebase and Genie, Databricks
Amit is the Global Head of AI and Product GTM with Consulting & SI Partners at Databricks. In this role, he works with the Databricks ecosystem to drive AI and product adoption with customers. Amit has over 19 years of expertise having previously worked at companies like AWS and Microsoft to advance Data, AI and machine learning initiatives globally and build strategic product GTM approaches. He is committed to unlocking and scaling AI's transformative potential across industries through collaborative and strategic partnerships.
Barrett Wakefield
Solutions Architect, CGI
Senior Cloud and Data Engineering Architect with extensive experience leading technical transformations across global enterprises. Combines deep data engineering expertise with cloud architecture to deliver resilient, scalable data platforms that drive business insights and operational efficiency. Proven track record implementing modern data solutions, from data lakehouse architectures to AI-ready platforms, across diverse industries—including energy trading, IoT, financial services, and gaming. Recognized for excellence in Azure and AWS cloud platforms with a focus on innovation and business value delivery.