Authentic natural beauty and artificial intelligence came together at NiCE’s annual analyst summit, held on the beautiful island of Maui. Against a backdrop of palm trees and crashing waves, the discussions focused on AI, particularly agentic AI, and how it is changing the customer experience (CX) landscape. The theme was “Huliau,” Hawaiian for turning point. And our industry is certainly at one. In just a few short years, we’ve gone from the introduction of generative AI and large language models (LLMs) to agentic AI and AI agents, and more recently, the emergence of personal AI agents. At each stage, NiCE has embraced the change, transforming itself from a CCaaS provider focused on customer service into a broader CX AI platform provider. The company is looking beyond the contact center to other areas of the organization that touch customers, including sales and marketing. Cognigy Changes the Game NiCE’s acquisition of Cognigy is central to this transformation. It gives the company a native CX AI platform with conversational and agentic AI capabilities built in to the CXone platform, positioning NiCE to address a much broader portion of the customer journey. NiCE has a history of smart acquisitions, with inContact being one of the most notable. But Cognigy may prove to be its most consequential acquisition yet, helping propel NiCE ahead of other CCaaS and CX players in AI and agentic AI. As CEO Scott Russell noted, “With Cognigy, we made a bet on AI. Cognigy changed the nature of who we are as a company. The capabilities Cognigy brought into NiCE are at the core. We made a bold bet, and it was successful.” NiCE Cognigy acts as the intelligence layer of the NiCE platform, with agentic AI providing “reasoning across channels, orchestrating actions, and powering AI agents that can move from conversation to resolution.” While many vendors are bolting on AI, partnering with third parties, or providing an AI layer without the underlying infrastructure (yes, I mean you, Sierra), NiCE has assembled the pieces of a more complete platform. In my view, the platform is NiCE’s biggest competitive advantage, or “moat.” It brings together: Agentic Experience Automation: AI agents that resolve customer needs instantly and proactively, including agents for customer service, sales, and marketing, along with knowledge management and agentic analytics. Engagement Orchestration: Orchestration across channels, people, AI, and systems, including omnichannel routing, outbound engagement, voice and digital engagement, and a newly designed agent workspace. Workforce Empowerment: Bringing humans and AI together as one workforce, with workforce management, quality management, performance management, and recording and compliance. CX AI models and layer: The AI capabilities that support the broader platform. Customer Engagement Data: The data foundation for connected customer experiences and intelligence. NiCE Cognigy’s conversational and agentic AI layer underpinning the entire platform. AI isn't bolted on or treated as a separate, standalone layer. Instead, it is part of the overall platform, providing a connected operating model. (Cognigy can also be deployed separately by companies that want to integrate its AI capabilities with their existing CCaaS systems.) The advantage of the integrated approach is that the same AI capabilities operate across the platform, enabling more connected and compounding intelligence and a more seamless experience. NiCE Cognigy offers two deployment paths: a fully integrated experience within CXone for customers seeking one connected operating model, and a best-of-breed agentic AI option that integrates with existing CCaaS, CRM, and enterprise systems. There are clear benefits to having Cognigy natively integrated into the architecture. Customers get a common user experience and shared data platform, while AI agents can be built using customer data and trained directly on interaction data. Data, channels, and orchestration are available out of the box, reducing the need for customers to build connectors or MCP integrations themselves. The result should be faster time to value and lower implementation risk. Orchestrating Humans and AI A key focus area at the event was the changing workforce. With agentic AI, humans and AI will increasingly operate as one workforce, resolving customer needs across the enterprise. This goes well beyond handing an interaction from an AI agent to a human agent. It requires common rules, tools, and governance for both human and AI workers, along with orchestration across the entire customer journey. NiCE’s latest architecture added key capabilities to the platform, focusing on humans and AI working together, along with learning loops across the entire experience: NiCE AI Agents: serving as the execution layer, the AI agents understand intent, take action across enterprise systems, and resolve customer needs across voice and digital channels. Agentic Engagement Plane: the orchestration layer, designed to authenticate, mediate, route, and govern interactions as customers, employees, personal AI agents, and enterprise AI agents increasingly interact with one another. NiCE Guardian Agent: for providing governance, Guardian monitors AI and human actions in real time, applying compliance guardrails and detecting risk. Agentic Analytics: moving beyond reporting what happened to identifying what should happen next, feeding signals back into agents and workflows for continuous improvement. Shared Cases: provide clear ownership and tracking from request to resolution Experience Memory provides persistent customer and interaction context based on understanding of history, preferences, outcomes, and intents. This memory persists across every interaction Together, these capabilities support a learning loop in which the platform learns from human experts, turns that knowledge into AI agents, and continually improves them. NiCE is evolving toward a fully integrated, self-improving process: identifying automation opportunities, creating agents, evaluating them against synthetic customers, deploying them across channels, and using the resulting insights to improve subsequent iterations. Every conversation can contribute to what the platform learns and how it handles future interactions. I spoke with Jeff Comstock, President of CX Product & Technology, about the platform and the learning loop, and what it means for businesses. Personal Agents: The Future of CX? One of the hottest topics at the summit was personal AI agents, such as Meta Muse, Instinct, OpenAI Dots and Perplexity Comet. These personal agents have emerged relatively recently, but adoption has been rapid, with Muse reaching the top of the U.S. App Store. Personal AI agents point toward a fundamental shift in how consumers interact with businesses. Today, people commonly use AI to find information, get recommendations, or help complete a task. Personal agents take this a step further: they can act on a person's behalf, interacting with websites, applications, and potentially businesses to accomplish a goal. They may use voice or text to make reservations, cancel subscriptions, and handle other tasks. For contact centers, the implications could be significant. The entity initiating an interaction may no longer be a person typing into a chat window or speaking to an agent - it may be another AI system acting on that person's behalf. That raises questions about customer identity and authentication, journey design, service automation, agent productivity, security, and even how contact center performance should be measured. Consider a personal agent tasked with resolving a delayed shipment, an unresolved support case, or a medical appointment. If the business doesn't deliver the desired outcome, the agent can keep trying until it gets the result it was instructed to pursue. Instead of a frustrated customer giving up after waiting in an IVR queue or navigating a website, businesses could face persistent, automated follow-up. That could affect IVR queues, call volumes, and other aspects of contact center operations. Businesses will need to prepare for a world in which contact centers serve two types of customers: humans and AI agents. Contact centers will need to accommodate machine-initiated interactions, authenticate personal agents appropriately, establish security and governance controls, and determine what these agents are authorized to do. We're still in the early days of personal agents, but businesses should already be thinking about how to prepare. During the customer panel at the summit, David Mayer, Associate VP, Data, Analytics, Learning and Quality Strategy at Hyatt, noted that online travel agencies are beginning to use personal agents. Mayer told the audience, “Personal agents are coming and we have to prepare. Security and authentication are essential, and we have to verify if it’s a real person and customer behind the agent and not a bad actor.” Rather than waiting for customers to start asking for support for these interactions, NiCE is taking steps to prepare for this next stage of CX AI. The company is participating in the development of the Personal Agent Protocol (PAP), an open standard being developed by Meta and Sierra, along with several industry partners, to define how personal agents interact with businesses. NiCE also offers the CXone AI Agent Gateway, which Neeraj Verma, Vice President, Product Management, describes as the front door for personal AI agents contacting a business. It detects when a caller is an agent, verifies who it represents, limits what it is allowed to do, and gives the business visibility into the conversation. These efforts demonstrate that NiCE is thinking beyond what customers need today to what they will need as personal agents become more common. Personal agents also introduce a new dimension to workforce management and engagement. Customers and workers can be human or AI, and interactions may involve multiple combinations: a customer interacting with an AI agent, an AI agent escalating to a human, a consumer's personal agent interacting with a human agent, or eventually, AI agents interacting directly with one another. As Russell pointed out, brands no longer own the customer journey. The AI agent will never give up and keep on trying. This presents a number of issues, including how enterprises will control interactions and the customer journey. Based on my discussions at the summit, NiCE has clearly been thinking about these scenarios and how to prepare for this emerging environment. NiCE CTO Kevin Lee and I discussed personal agents and some of the considerations businesses will need to address. (Note: AI was used to remove the background noise and music) Creating Our Own AI Agents The highlight of the analyst event was when the analysts were let loose to create our own AI agents for “NiCE Air.” We began by using NiCE Agentic Analytics to identify automation opportunities and determine where AI agents could be deployed. The system did all the work in analyzing real customer interaction data to identify what to automate. We then built our own AI agents both from scratch and from human-to-agent engagements to run on chat and voice. We were able to see first-hand how much intelligence is built into the system, and how easy it is to create the agents. We gave them names, personalities, skills, guardrails, rules, and more. I never thought I’d be able to build my own AI agent, but the tools NiCE Cognigy provides make it easy. The Changing Boundaries of CX In this video discussion, Andy Traba, Vice President, Product Marketing, and Jennifer Wilson, Director, Product Marketing, shared their key takeaways from the summit, including the rise of personal agents, the changing boundaries of CX, and NiCE's move beyond the contact center. A recurring theme was that value is increasingly accruing around platforms rather than individual point solutions. Traba also discussed the learning loops that enable each interaction to make the next one better. Wilson highlighted the demonstrations presented at the event, including persona-based experiences in which the workspace changes according to different users and their priorities. The demos illustrated how humans and AI agents can work together to achieve the desired customer outcome. Wilson also discussed the Agentic Engagement Plane as a unified orchestration layer for managing the customer journey as a whole. Traba noted that the different workers share a Case Manager and Experience Memory, reinforcing the idea that work and context need to carry across people, agents, and channels. Looking Ahead One challenge NiCE - and other CCaaS vendors - will face is expanding into other areas of CX, particularly sales and marketing. As discussed throughout the summit, AI expands NiCE's strategic role beyond customer service. The company aspires to move from being a software partner to providing a broader CX AI operating model. Russell described the bet NiCE is making as AI across the full customer experience, encompassing every engagement, workflow, worker, and outcome, from first contact to final resolution and from the front office to the back office. “Customer service is the cornerstone, but we do so much more,” he explained, while acknowledging that NiCE doesn't claim to have every piece. That makes an open architecture essential. Expanding into sales and marketing also changes the buying dynamic. NiCE is increasingly dealing with C-suite executives and technical decision-makers, in addition to traditional contact center buyers. As Russell explained, AI agents touch models, data, integrations, and security, so the Chief AI Officer, platform team, and AI engineer now make decisions alongside operations. The economic model is changing as well, with monetization expanding beyond seat licenses toward intelligence and automation outcomes. Working with partners such as Accenture will help NiCE engage the C-suite in these broader discussions. But the company still needs to demonstrate that it is more than a CCaaS provider. In fact, the term “CCaaS” barely came up in the presentations. More customer wins beyond customer service and the contact center will be important in establishing NiCE as a broader CX vendor. Competition is another consideration. NiCE must contend not only with established CCaaS and CX players, but also with newer AI-focused competitors such as Sierra, Decagon, and Fin, which was recently acquired by Salesforce. Sierra has been successful in part because of its founders' personal relationships, which can help secure meetings with senior executives and enterprise buyers. However, Sierra only provides the agentic AI layer rather than the kind of end-to-end platform NiCE is building. NiCE's integrated platform is a differentiator, while its option to sell Cognigy as an agentic AI layer that integrates with existing CCaaS and CRM systems gives customers another path - one similar to the approach taken by standalone AI providers. That flexibility should help NiCE compete with point solutions as well as full-platform vendors. Ultimately, NiCE is making a bet on AI across the entire customer experience: every engagement, workflow, worker, and outcome, from first contact to final resolution, front office to back office. As Russell acknowledged, NiCE doesn't claim to have every piece. Instead, it is “betting on one platform that serves most of the experience, and an open architecture that brings in the best capability from everywhere else.” In my view, NiCE's AI-first platform provides a strong foundation for a workforce made up of humans and AI agents. Its integrated approach, combined with its work on personal agents, also positions the company to address the next stage of CX. The challenge now is to turn that vision into demonstrable customer outcomes and establish NiCE's position beyond the contact center.

Unified communications has traditionally been built around the needs of the desk worker. Give employees a phone, softphone, messaging, meetings, presence, and a collection of collaboration tools, and then try to make those capabilities work for everyone else. Mitel is taking a different approach with its new Mitel Workforce Experience (Mitel WX). Rather than starting with the communications client and trying to make it work across the organization, Mitel is starting with the employee’s role and the workflows associated with that role. That distinction could be particularly important as enterprises look beyond the traditional knowledge worker and try to bring better communications capabilities to the large - and often underserved -frontline workforce. UC Isn't One-Size-Fits-All During a recent analyst briefing, Mitel executives talked about what they see as a fundamental problem with UC - most UC platforms have historically been designed primarily for knowledge workers sitting at desks. That works reasonably well for employees who spend their days in desktop applications, but it doesn’t necessarily work for a nurse, field service technician, hotel employee, retail associate, or manufacturing work who may spend most the day away from a computer, who represent 80% of the workforce. While the communications requirements of these workers may be dramatically different from deskbound workers, many organizations have essentially given all of them the same communications -tools, which has led to implications like shadow IT. . Mitel’s answer is a role-based communications framework that can be tailored to the job an employee actually performs. Mitel WX takes a role-based approach instead. Administrators can create different roles and templates and determine which capabilities are presented to different groups of employees. The demo presented to the analysts illustrated how this works. Users can have different widgets and applications available depending on their role, while administrators control which capabilities are provisioned. Employees can then customize aspects of their own interface without having to navigate functionality they don't need. This is more than a user-interface change. If done well, it could make communications technology more relevant to employees who don't spend their days sitting in front of a PC. That includes what Mitel describes as the frontline or deskless workforce, which represents a significant portion of employees in industries such as healthcare, manufacturing, retail, hospitality and the public sector. The Hybrid Architecture May Be Just as Important For Mitel customers, however, I think the architecture may ultimately be as important as the user experience. Mitel has been an early leader in the hybrid architecture approach, which is now seeing a resurgence and is being embraced by companies of all sizes in the AI era, where privacy and security are paramount for both regulated and non-regulated businesses. Mitel has a large installed base, and many of those customers aren't necessarily looking to rip and replace their communications infrastructure. They may have significant investments in existing Mitel platforms, while also having good reasons for keeping some communications capabilities on-premises or in a private cloud. Mitel WX is designed with that reality in mind. The new customers can work with existing Mitel call-control platforms, allowing customers to introduce the Mitel WX experience without immediately replacing the underlying infrastructure. The architecture also supports combinations of on-premises, private cloud, and public cloud deployments, including multi-domain environments, providing customers some flexibility in how they modernize. The cloud migration conversation has often been framed as a binary choice: move everything to the cloud or stay on-premises. That's increasingly unrealistic for large enterprises, particularly in regulated or mission-critical environments. Mitel is instead betting that customers want to determine where different pieces of their communications environment should live. For existing Mitel customers, that could provide a more practical modernization path. Bringing Communications Into the Workflow Another interesting aspect of Mitel WX is its emphasis on workflow integration. Mitel is positioning the Mitel WX less as another standalone communications application and more as a platform that can incorporate the applications and information employees need to do their jobs. The company demonstrated the ability to integrate applications such as CRM and EHR systems and described a marketplace and SDK approach that can allow partners and customers to develop additional widgets and integrations. This concept isn't entirely new, as most UC vendors talk about integrations. The difference is that Mitel is tying those integrations to the employee's role. The objective isn't necessarily to put every possible application into everyone's communications client. It's to give a particular employee the applications and information that are relevant to the job. That is an important distinction as organizations try to reduce application overload rather than adding another application to the pile. Where AI Fits In AI is also part of Mitel's longer-term strategy. Mitel executives talked about voice as a natural interface for AI, particularly for frontline workers. That's an interesting area to watch because much of the current enterprise AI discussion still revolves around knowledge workers interacting with AI through a screen. For a worker in a hospital, factory, hotel or field environment, voice may be a much more practical interface. Mitel isn't positioning WX simply as an AI product, and I think that's the right approach. The more interesting question is how AI becomes part of the role-based workflows over time. For example, an employee shouldn't necessarily have to open a separate AI application to get assistance. If AI can be embedded into the communication and workflow tools the employee is already using, it becomes much more useful. What This Means for Mitel Customers The big question for Mitel customers will be whether Mitel WX can deliver on the promise of modernization without forcing them to abandon what already works. That is particularly relevant for organizations with complex communications environments and significant investments in Mitel infrastructure. If Mitel WX can provide a modern, role-based employee experience while allowing customers to maintain existing call-control systems and choose where workloads are deployed, it gives Mitel customers another option besides a wholesale platform replacement. There are still questions around the breadth of integrations, the depth of the workflow capabilities and how the platform will evolve as Mitel adds more AI functionality. Those will be important factors in determining how differentiated WX ultimately is. But I think the basic premise is sound. The future of enterprise communications isn't necessarily about finding one UC application that works equally well for everyone. It may be about delivering the right communications experience for the job an employee actually performs. That's a somewhat different way of thinking about UC, and for Mitel customers with large frontline workforces and complex hybrid environments, it could be a useful one.

Five9 held its annual analyst summit in a new location this year: Seattle, WA. While some of us initially assumed the location was chosen because Seattle is such a cool city (which it is), the real reason was more practical: Five9’s new CEO, CMO, and CTO all reside there. Yes, there’s a new leadership team at Five9, along with new energy, positioning, branding, and more. While some things - and people - remain the same, there are definitely changes afoot. As CEO Amit Matradhas explained, the new leadership team and organizational changes are designed to remove internal friction and enable Five9 to build, think, and react faster. One of my favorite quotes from the event was: “We’re building for scale, for the next evolution. We’re using our past as an anchor but not letting it be an anchor.” AI and the Evolution of CX The growing role of AI in customer experience cannot be understated. Five9’s new tagline is “Smarter CX with every interaction,” highlighting how customer interactions feed into AI’s knowledge base in a continual learning loop for both human and AI agents. According to Jay Lee, CMGO (Chief Marketing and Growth Officer), smarter CX with every interaction means faster resolutions, better outcomes, stronger relationships, and deeper insights. As Matradhas explained, Five9 sees this as a whole new system where AI and humans come together to create new outcomes. As he put it, “Based on customer feedback, we’re on a direction to capitalize on this new wave.” When GenAI first came on the scene, many people - particularly on Wall Street - assumed that the role of contact centers and contact center agents would decrease, with AI taking over customer service interactions. That hasn’t happened. Matradhas noted, “AI was supposed to shrink contact centers, but it’s still growing, with new jobs and agents added.” The implication is important: AI isn’t replacing the value of the contact center; it’s expanding it, with Five9 putting the market expansion opportunity at $50 billion by 2029. Matradhas attributed this in part to a simple dynamic: when service gets easier and better, people engage more, not less. In today’s contact centers, AI and humans are increasingly working hand in hand, with each doing what they do best and the right resource being used for the right task. It’s not necessarily an either-or decision. It’s about finding the optimal combination of humans and AI. This is what Five9 refers to as “Humantic CX” - a combination of Human + Agentic. Humantic CX is Five9’s vision of a unified approach in which AI is a constant partner to human work, rather than a replacement for it. Humantic CX Humantic CX was clearly the star of the show, with demos - unfortunately under NDA - helping clarify what Five9 means by the term. Most CX vendors have been talking about “hybrid AI” or “hybrid workers,” generally referring to AI agents handing interactions, along with relevant context, off to human agents when necessary. Five9’s Humantic CX concept takes this a step further. Five9 describes Humantic CX as providing: Constant presence, where AI is always part of the interaction Elevated agent, enabling humans to focus where they matter most Compounding loop, where every interaction makes the next one smarter Optimal mix, with the right balance of human and AI for every situation The idea is to combine humans, AI agents, and channels in a single conversation, without losing context. Orchestration enables smooth handoffs during the interaction, while backend workflows can help resolve the underlying issue. It also brings together customer memory, domain knowledge, and real-time awareness. Five9’s ambition is to be “the customer outcome partner for the Humantic CX era, harnessing and orchestrating the best of humans and AI.” The company sees an open, unified CX platform as the foundation for achieving that goal - a platform that makes AI real, where voice and digital both play important roles, and where every interaction can contribute to a CX that compounds over time. Five9 intends to pursue this opportunity by focusing on several areas: Where humans will continue to exist and where humans and AI will work together The midmarket and above Key verticals and regulated industries, including financial services and healthcare, where complexity and compliance are essential Specific geographies, including North America and Europe, with a particular focus on markets such as the UK and Germany Differentiation With so many CX vendors now offering AI agents, AI studios, and related capabilities, differentiation is becoming increasingly difficult. Five9 believes its differentiation comes from its network, platform, and Humantic CX approach. Five9 is a global connected voice provider with a global telco network, providing global connectivity, voice analytics, and reliability. But the company is also placing significant emphasis on what it calls the interaction layer - the place where channels, orchestration, memory, intelligence, and customer interactions come together. As Matradhas noted, “If we can connect channels, provide orchestration, and pull memory into interactions, we’ll succeed.” That interaction layer could become an important battleground as AI agents become more capable and increasingly participate in customer interactions. Putting Humantic CX Into Context I spoke with Matt McGinnis about what Humantic CX is all about and how Five9 differentiates in an increasingly crowded market. In this video interview, McGinnis explains how Humantic CX brings humans and AI together to create synergies across the customer journey and customer experience. He also discusses how Five9 is differentiating through its single platform and by bringing together data, intelligence, analytics, and other capabilities. McGinnis also discusses how Five9 sees AI agents being deployed in the enterprise, including the importance of trust, security, and guardrails. He explains how Five9 is approaching these issues for customers in regulated industries and how the company sees trust as important for both contact center workers and consumers. I also spoke with Five9 President Andy Dignan about some of the key messages from the event, including: The speed required to operate in the AI era Five9’s focus on specific segments and geographies Executing on AI And, of course, Humantic CX In this video, Dignan also discusses customers’ readiness for AI and the growing importance of trust and governance, particularly in the regulated industries Five9 is targeting. He also explains Five9’s vertical approach and how it extends across marketing, product, go-to-market, sales motions, services, partner relationships, and more. Closing Thoughts Five9’s focus on Humantic CX definitely resonated with many of the analysts at the summit. The concept reflects where the market appears to be heading: toward a model in which humans and AI work together rather than AI simply replacing humans. Five9 presented a couple of interesting use cases, but the company will need to provide more examples to help businesses understand the practical value of Humantic CX and, more importantly, the measurable outcomes it can deliver. The concept is interesting; the next step is demonstrating what it means in practice. Five9 also recognizes that there are more and more players entering the space and that frontier AI companies could pose a challenge in the future. The company’s focus on the interaction layer, its open platform and ecosystem approach, customer and conversation insights, and its global network capabilities could help it stand out. Companies such as Sierra and Decagon are gaining both market share and mindshare, particularly among the C-suite. Five9’s opportunity is to position itself as a more complete solution rather than just one, albeit important, piece of the customer experience puzzle. Finally, Five9’s new executive team - Niranjan Vijayaragavan (CTO), Rob Hornish (CSO), Sevn Linsmaier (EVP of Transformation & Strategy), and Jay Lee (CMGO) - brings a fresh perspective to the company. While the team is relatively new to the CX market and has a significant learning curve ahead, its members have worked together at previous companies and appear to be moving quickly to reposition Five9 while focusing on growth and innovation. There’s clearly a lot changing at Five9. The next question is whether the company can translate its new Humantic CX vision into differentiated products, measurable customer outcomes, and sustained growth.

Latest Podcasts BC Strategies Expert analysis, insights, and opinions Podcasts

B usiness C ommunications S trategies Expert analysis, insights, and opinions Search BC Strategies Welcome to Business Communications Strategies (BCS), your go-to source for expert insights and guidance for enterprise success in Communications and Collaboration. Popular Tags Artificial Intelligence (24) 24 posts CCaaS (11) 11 posts ContactCenter (7) 7 posts UCaaS (6) 6 posts AI (5) 5 posts Zoom (4) 4 posts Follow Us Featured Article Quick Picks Latest Events Upcoming Events AI Videos Featured Expert New Expert Latest Research Latest Podcasts Latest Events Upcoming Events AI Videos Featured Expert New Expert Latest Research Latest Podcasts Latest Events Upcoming Events AI Videos Featured Expert New Expert Latest Research Latest Podcasts Latest Events Upcoming Events AI Videos Featured Expert New Expert Latest Research Latest Podcasts Latest Events Upcoming Events AI Videos Featured Expert New Expert Latest Research Latest Podcasts Latest Podcasts Latest Posts Unified Communications & Collaboration Customer Experience Artificial Intelligence Infrastructure The AI Chefs With Kevin Kieller and David Maldow AI Show With Rob Scott and Kevin Kieller

Contact Us BC Strategies Expert analysis, insights, and opinions Kevin Kieller Editor kevin@bcstrategies.com 1235 Priory Court Oakville, Ontario, L6M 1B5, Canada (647) 258-7460 contactus@bcstrategies.com You can also drop us a line here First name* Last name* Email* Message* Submit