TM Forum and Huawei Jointly Release the AI4Contact-Center: AI Transformation Whitepaper v2.0.0

At DTW 2026, TM Forum, together with Huawei and industry partners, officially released the IG1465 AI4Contact-Center: AI Transformation Whitepaper v2.0.0 during the AI & Data Masterclass. This landmark publication provides a practical roadmap to guide global contact centers as they evolve into the AI-native era.

The Whitepaper defines a unified vision for Artificial Intelligence Contact Centers (AICC), system architecture, and core capabilities, while also presenting business practices and ROI analysis. It emphasizes that future contact centers should be designed with intelligence as the core engine, using an AI-native architecture rather than relying on bolt-on AI plugins. This approach charts a clear path for the industry’s evolution from passive service handling to fully autonomous operations.

A key highlight of the Whitepaper is the introduction of the Contact Center Intelligence Maturity Model (CCIMM). Developed by the AI4Contact-Center Workstream, the CCIMM sets out a five-level intelligence evolution roadmap (L1–L5) built on three pillars: technical foundation, business productivity, and user experience. Each level is supported by clear evaluation metrics and mapped to business outcomes, helping the industry address challenges such as fragmented transformation paths, as well as the disconnect between technical implementation and business value. By offering a structured roadmap for technology investment, the CCIMM ensures the precise alignment of AI evolution with business KPIs. Ultimately, it empowers contact centers to strategically transform into true experience-and-revenue centers.

During the event, Judith Zhang, Huawei’s Contact Center Standards Expert and Co-Chair of the TM Forum AI4Contact-Center Workstream (Pioneer Workstream within AI4X Project), delivered in-depth analysis of the standards framework. She remarked, “With the implementation of the unified AICC vision and CCIMM standards, voice agents equipped with closed-loop service capabilities, ultra-low-latency streaming responses, and strict compliance with business SOPs are now ready for large-scale commercial deployment. They will become invaluable intelligent assets for enterprises.”

To conclude the session, John Wan (Director of Huawei Software Marketing Dept), Guy Lupo (Executive Vice President of TM Forum Trustworthy AI & Data Mission), Ian Holloway (Chief Architect of TM Forum), and representatives from carriers including China Mobile and China Telecom jointly unveiled the Whitepaper. This milestone signifies broad consensus within the global telecom industry on the LLM-native evolution path for contact centers.

Looking ahead, Huawei will continue collaborating with industry partners to accelerate the transition from traditional customer service models to intelligent agent–driven experiences. This is how Huawei will help usher in a true generational leap for contact centers.