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Your Contact Center Moved to the Cloud. The Hard Part Comes Next.
The enterprise contact center migration story has a clean ending. After years of replacing on-premises hardware with cloud platforms from Genesys, Amazon Connect, and others, most large organizations have checked that box. The infrastructure scales. The telephony costs are predictable. That work mattered. But there is a second story, and it does not have the…
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AI did not fail you. You skipped the work.
I wrote recently about executives who claim big gains from AI they cannot name. Now let’s talk about another person in the same room. The one who tried AI once, got a weak answer, and now tells everyone the whole thing is oversold. It makes things up. It is not that good. Case closed. It…
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Your team is getting big gains from AI. Name one.
A few months ago I was chatting in a small circle at an industry event with other leaders and a senior executive described how well his team was using AI. Big gains, he said. Real results. Out of curiosity and potential for us all to learn more – someone asked him to name one. One thing…
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Why isn’t this in Salesforce?
What I have learned about how to turn an enterprise investment into a high-ROI growth engine. Joining the team at Ateko has been an invigorating transition. After more than a decade working within and for large-scale organizations, from telecom to high growth tech, finding a firm that prioritizes technical integrity with genuine client partnership is…
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Your Commerce Replatform Is Already Behind
The #1 reason commerce replatforms blow up isn’t the technology. It’s the product data, customer records, and pricing logic nobody cleaned up first. I sat across from a VP of Digital at a mid-market retailer last year. She opened the meeting with five words: “We need a new platform.” I’ve heard that sentence dozens of…
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AI Adoption: Training Is the Key
Part 3 of the Systemic Shift to Scaling AI from Pilot to Scale series, examining how organizations can transform AI initiatives into enterprise-wide value In our previous post we covered Phase 1, the mental shifts required for AI and the steps involved in Setting the Foundations for scalable AI (getting your executives aligned and your…
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We Built an AI Certification Coach for Our Team
Nobody within the Salesforce Practice at Ateko touches client work without a Salesforce certification. That’s been the rule since the company was founded. It’s a good rule. Certifications don’t teach you something, but they serve as a bar, proving you know the platform well enough to be trusted with someone else’s business. But rules like…
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Getting Your House in Order for Enterprise AI
Part 2 of the Systemic Shift to Scaling AI from Pilot to Scale series, examining how organizations can transform AI initiatives into enterprise-wide value The Recipe for Real Scale In our last post, we talked about the mental shifts you need to move your organization out of the AI pilot pit and start driving real…
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Service Cloud Voice Is Not a Phone System. Stop Evaluating It Like One.
The organizations getting the most out of the CTI-to-SCV migration are the ones who understood, before they started, that they were making an architecture decision, not a technology refresh. There is a common way enterprise organizations approach the Open CTI retirement announcement: find the migration path that most closely replicates existing telephony behavior inside Service…
