What is the difference between a cloud contact centre and an AI-powered cloud contact centre?

A cloud contact centre moves your telephony, queuing, IVR and reporting off-premise into a hosted platform — replacing hardware with software agents can access from anywhere. An AI-powered cloud contact centre adds a native intelligence layer: conversational AI that handles tier-1 queries without an agent, real-time assist that helps agents mid-conversation, sentiment analysis that spots at-risk customers, and QA that scores every call automatically. The distinction that matters is whether the AI is native to the platform or bolted on via third-party integrations that require separate licensing and break on updates.