{"id":72028,"date":"2025-07-03T17:39:06","date_gmt":"2025-07-03T16:39:06","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72028"},"modified":"2025-07-07T15:31:20","modified_gmt":"2025-07-07T14:31:20","slug":"implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/","title":{"rendered":"Implementing Contact Center Copilots: 2degrees’ Challenges, Lessons, and Best Practices"},"content":{"rendered":"

Watch on YouTube.\u00a0<\/strong><\/a><\/p>\n

CX Today’s Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees<\/strong>.<\/p>\n

Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI.<\/p>\n

In doing so, he shares:<\/p>\n

The Challenges of Implementing Contact Center Auto-Summaries<\/h3>\n

Auto-summaries are where many contact centers have started their generative AI journeys. Yet, implementations aren’t always easy. Anderson shares what he’s learned so far.<\/p>\n

The Rollout of Its Contact Center Copilot<\/h3>\n

Implementing a copilot is the next step on the company’s journey. As 2degrees starts to ramp up its roadmap, Anderson offers best practices to aid agents with new assistance use cases.<\/p>\n

What’s Coming Next?<\/h3>\n

2degrees plans to turn up the heat on its AI deployments, plotting its upcoming innovations. Anderson shares what 2degrees will implement next.<\/p>\n

The telecoms provider is a NiCE customer. For more information about NiCE’s contact center solutions, visit: www.nice.com<\/a><\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Watch on YouTube.\u00a0 CX Today’s Charlie Mitchell hosts Wayne Anderson, General Manager of Digital Delivery at 2degrees. Anderson discusses how the popular telecoms provider is advancing its contact center experiences with AI. In doing so, he shares: The Challenges of Implementing Contact Center Auto-Summaries Auto-summaries are where many contact centers have started their generative AI […]<\/p>\n","protected":false},"author":4063,"featured_media":72029,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[60908],"class_list":["post-72028","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-tv","tag-agent-assist","tag-artificial-intelligence","tag-virtual-assistant","post_format-post-format-video","brands_to_track-nice","editorial_type-news","intent-loyalty","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"\nImplementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Virtual Assistant and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices\" \/>\n<meta property=\"og:description\" content=\"CX Today covers CX TV news including Agent Assist, Artificial Intelligence, Virtual Assistant and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-07-03T16:39:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-07T14:31:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/07\/NiCE_WAnderson.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Charlie Mitchell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Charlie Mitchell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/\"},\"author\":{\"name\":\"Charlie Mitchell\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/4deb7a9ecd0b93d7461a492a1b54b8b9\"},\"headline\":\"Implementing Contact Center Copilots: 2degrees’ Challenges, Lessons, and Best Practices\",\"datePublished\":\"2025-07-03T16:39:06+00:00\",\"dateModified\":\"2025-07-07T14:31:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/\"},\"wordCount\":168,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/07\/NiCE_WAnderson.jpg\",\"keywords\":[\"Agent Assist\",\"Artificial Intelligence\",\"Virtual Assistant\"],\"articleSection\":[\"CX TV\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/\",\"url\":\"https:\/\/www.cxtoday.com\/tv\/implementing-contact-center-copilots-2degrees-challenges-lessons-and-best-practices\/\",\"name\":\"Implementing Contact Center Copilots: 2degrees' Challenges, Lessons, and Best Practices - 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