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AI Native WFM - The Core of the Hybrid Contact Center

Tuesday Oct 6, 2:00 PM – 3:00 PM EDT — Sign Up For Events



Contact centers are adopting AI to handle more customer interactions, but adding AI to the operation doesn't automatically make workforce management smarter. In this session, we’ll show how purpose-built AI can orchestrate the entire workforce—not simply automate pieces of an existing WFM process. See how Cisne brings forecasting, scheduling, workforce intelligence, and real-time execution together to help contact centers continuously align capacity with demand across both human and AI resources.

You’ll see how Cisne can help you:
  • Orchestrate human and AI agents as one workforce
  • Create more intelligent, adaptive forecasts and schedules
  • Use real-time signals to proactively adjust staffing
  • Give WFM teams greater visibility and control
  • Build a workforce strategy designed for the contact center of tomorrow

Presenters:

Lou Mandic, President and co-founder, Cisne

Cisne - Lou Mandic Lou Mandic, President and co-founder, Cisne

Lou brings decades of executive leadership and deep contact center domain expertise to the next generation of workforce management. He began his career at Citicorp, spending sixteen years directing secure, highly regulated technology operations before serving as Director of Information Systems at Eastern Financial Florida Credit Union. As CIO of Precision Response Corporation (PRC), he expanded technology-driven revenue by more than 300% and championed early investments in web-enabled infrastructure, supporting PRC through its IPO and eventual merger with USA Networks. He later served as CIO of Inktel Contact Center Solutions and helped shape ContactPro, a unified communications platform later incorporated into Aspect's product suite.

In 2000, Lou founded Authority Software to deliver rapidly deployable contact center solutions, including patented PCI compliance technology unlike anything else on the market at the time. Over more than two decades, he built Authority into a business whose tools increased productivity, improved agent satisfaction, and elevated customer experience, ultimately selling the company in 2022. At Cisne, Lou now leads the architecture and development of an AI-native WFM platform purpose-built for the contact center, applying everything he has learned across four decades to the industry's next generation of workforce management.

Heather Turbeville, Chief Marketing Officer, Cisne AI

Cisne - Heather Turbeville Heather Turbeville, Chief Marketing Officer, Cisne AI

Heather Turbeville, Chief Marketing Officer at Cisne AI, is a seasoned technology executive with more than two decades of experience in the contact center, workforce management, and SaaS industries. She brings deep expertise in contact center operations, WFM, customer experience, analytics, automation, and emerging AI technologies.

Prior to joining Cisne AI, Heather held executive leadership roles at OnviSource, where she led marketing, customer success, enterprise solutions, and sales initiatives. Earlier in her career, she led global marketing programs for technology companies including Aspect, Edify Labs, Authority Software, Altivon, Knoahsoft, and Performance Technology Partners.

At Cisne AI, Heather combines her extensive industry knowledge with strategic marketing leadership to help organizations understand how AI-native workforce management can transform the way modern contact centers plan, optimize, and manage a hybrid workforce of human and AI agents.