Contact center platforms are the communications core of all customer engagement technologies. At minimum, they provide Automated Call Distribution (ACD) to route incoming voice calls to appropriate customer service agents. They often include Interactive Voice Response, as well. Increasingly, providers are adding Artificial Intelligence-based apps, such as conversational AI, as well as Workforce Optimization, analytics, and self-service capabilities. The platforms also may have the ability to interact with customers over multiple, integrated channels.