This year’s Customer Contact Week in Las Vegas wasn’t about breaking news or big reveals for Parloa. It was about showing up with substance. For us, that meant meaningful conversations with enterprise teams, thoughtful demos with partners, and a clear focus on what AI agents need to succeed in customer service.
We’re stoked to share a look back at how the week unfolded.
Parloa team and our partners at CCW 2025
The week started the way all good weeks should: on a rooftop
We came to CCW with a product integration that’s live, partnerships that drive business impact, and a team ready to talk about the complicated reality—and amazing potential—of hybrid workforces.
Parloa team at the Verint x Parloa CCW mixer
Before the show floor opened, we co-hosted a private mixer with Verint at Chéri Rooftop, a relaxed, off-the-strip space that gave partners, prospects, and longtime friends a chance to connect face-to-face. This was a moment of alignment, for our platform, our partners, and our customers.
And it set the tone for the rest of the week.
Verint at center stage
As you may have already heard, Parloa is now fully integrated with Verint’s CX Automation Platform. That means you can deploy, manage, and coach Parloa AI agents inside Verint’s workforce ecosystem, just like you manage human agents.
Our Verint partnership was a focus across the week, both in how it showed up and how it landed. The hybrid workforce demo resonated especially well with large enterprise teams navigating the gap between agent productivity and automation scale.
The message that stuck: Parloa agents can handle complex CX workflows. Verint brings the operational guardrails and analytics to manage them. Together, the solution’s designed to have a high impact.
And what we heard all week confirmed what we built: teams want unified oversight, and this integration hits that mark. We had the right people on the ground—from both sides—to walk teams through exactly how it works.
Parloa partners at the booth
Verint and Ibex both ran demos in our booth throughout the week.
Ibex showcased their Wave iX solution powered by Parloa, complete with iX Translate and iX Agent, drawing from live deployments in telecom, retail, and travel. For teams asking what scaled AI actually looks like in production, this was one of the clearest answers on the floor.
Verint also showcased our joint solution at their own demo station inside our booth. We’re the only vendor that can demonstrate AI agents managed like human contact center teams, and the partnership sparked several high-value conversations and strong opportunities.
Live sessions worth sitting through
Four of our partners hosted sessions this year. Each one landed differently, and all of them had one thing in common: they brought some of our joint work to life.
Katie Silverthorn from Connex with Stefan Ostwald, co-founder of Parloa
Connex opened with John Galluzzo, SVP of US sales, and Katie Silverthorne, senior account director, going straight into how they’re rebuilding voice flows on Parloa’s platform to make sure customers actually get what they called for. Their demos covered high-impact use cases like telecom, insurance, and banking, including voice biometrics for a lost credit card replacement request. They brought a banana phone and had attendees draw scenarios from a hat—each one a reason someone might’ve lost their card. It was a playful way that got attendees talking, and also showcased how Parloa’s platform can handle unpredictable voice inputs and still guide users to the right outcome.
Team Inoria, a CallTower company
Similarly, Marc Goldstein, director of conversational AI at Inoria, a CallTower company, delivered one of the more honest sessions of the week. He gave the audience a reality check: if you want agentic systems in a contact center, you can’t wing it. He laid out what shifts as we move from rules-based flows to AI agents—and what stays essential, like good conversation design. He walked through guiding principles, common pitfalls, and why change management is the overlooked lever for success.
Parloa & SPAR Solutions
SPAR Solutions killed it with their presentation, too. Nick Taussig, GTM strategy lead, and Swami Ganapathy, managing partner & co-founder, showed how a Parloa integration can push real-time updates into Salesforce without the middleware hassle. It was a sharp example of what implementation looks like in practice.
Parloa & Waterfield
Finally, Waterfield came at it from a different angle. Michael Fisher and Carlton Perkins focused on architecture. Specifically, what “elasticity” really means when modernizing CX systems that need to scale and adapt. They covered how agentic AI platforms like Parloa’s platform can be deployed in complex environments like Genesys and ZoomCX.
And their demo even showed how this plays out in a real-world flow: scheduling doctor visits in a live, integrated Genesys environment. It drew a crowd that cared about durability, i.e., how to make these systems last.
The Parloa workshop that held the room
Maik Hummel and Tomas Gear from Parloa
We weren’t sure how many people would stick around for a 90-minute session on AI agents. Turns out: a lot. The room filled early, stayed full, and the questions kept coming.
Parloa’s Maik Hummel and Tomas Gear took the group through Parloa’s platform, focusing on the complete AI agent lifecycle, our version of the software development lifecycle, built for agentic AI. They laid out what success actually looks like across that lifecycle: from design and integration to orchestration and iteration.
They also shared what’s been learned in the real world. Two customer examples showed what happens when that structure holds—179% NPS lifts, 60% faster resolution times, 70% more conversions. The session closed by looking ahead: A2A (agent-to-agent coordination), MCP (multi-agent control planes), and where this work is going next.
Common threads from the floor
Some of the most useful insights came from hallway conversations and booth check-ins. A few themes came up again and again:
- Many companies may be building agents, but few can manage them. There was strong pull for our evaluation and simulation tools, even from teams using competitive agents.
- Parloa’s real-time translation is gaining traction. Buyers are comparing solutions, but looking for a better fit within larger AI workflows—including multilingual conversations—which our platform offers. And we heard the great feedback loud and clear from those on the floor.
- Ease of integration mattered more than depth of stack. Teams want to test fast, without disruption.
- Our partner-first approach stood out. Buyers called out that others talk about AI agents, but we showed up with the people who can actually implement them.
An amazing team that made it all work
There was no way to pull this off without real coordination across the company. Huge thanks to the partner team, our BPO leads, and most importantly, our global marketing crew for making sure the content and logistics were on point, along with everybody else who made the booth party happen.
And of course, our growth team. They showed up ready and made sure we were talking to the right people all week—and it paid off.
Conversations that left us energized
That’s a wrap on CCW 2025.
We’re walking away from CCW with a long list of follow-ups, yes, but also real clarity about what’s working in the market.
To everyone who stopped by the booth, joined us for the rooftop mixer, or made time for insightful conversations: thank you. We’ll see you again soon.
And if you missed us? Let’s fix that.
