Contact Center AI Migration from XO v10 to XO v11

XO v11 delivers a unified, AI-powered platform that combines the strengths of Contact Center AI (CCAI), Automation AI, Search AI, and Agent AI into a single, integrated application. Upgrading to XO v11 ensures continued access to innovation, enhanced performance, and a significantly improved user experience for agents and supervisors.

XO v11 introduces advanced capabilities such as Campaign Management, Quality Management, and Case Management, supported by optional top-up features. Users can also access Agent AI and Search AI based on additional licensing.

The platform also enhances collaboration with a new experience for building Dialog Tasks and Flows, and it delivers more natural, human-like conversations through Generative AI capabilities.

For more information on benefits and the upgrade journey, refer to Upgrade from SmartAssist to XO v11.

Note

SmartAssist is nearing its end-of-life. All new Contact Center features will be developed exclusively on XO v11. Existing users must migrate to ensure uninterrupted service and continued feature access.