Email the Author

You can use this page to email Matias Undurraga about BEYOND THE FIRST RING: AI-POWERED CONTACT CENTERS.

About the Book

Beyond the First Ring (no, not a Lord of the Rings sequel) is a book about the real magic of transforming your contact center into an AI-powered machine that actually works for your customers and your business. Instead of being a place people dread calling, your contact center can become a proactive, smart, and strategic part of your company.

Packed with real examples and practical ideas, this book shows you how to improve customer experience, make life easier for your agents, and use AI without the fluff.

We’ll cover things like cutting wait times, understanding how your customers feel in real time, automating the boring stuff, and even predicting what customers need before they ask.

If you work in CX, tech, or run a contact center—and you’re tired of doing things the old way—this book is your blueprint for turning support into something that actually drives loyalty and growth.

About the Author

Matias Undurraga

Matias Undurraga is a seasoned technology leader and entrepreneur with over 20 years of experience building and scaling companies across the globe. He started his first company at age 20 and led it to become Chile’s largest e-food platform (payments, delivery, ordering, fullfilment, etc). Since then, he has co-founded a successful edtech startup, led data and product teams at major enterprises.

Now an Enterprise Technologist at Amazon Web Services (AWS), Matias helps organizations across industries embrace cloud, data, and AI to drive real transformation. He’s one of the authors of AWS’s most visited white papers on AI/ML adoption and platform strategy, and is behind frameworks like the Cloud Adoption Framework for AI/ML.

Matias writes to share practical insights and real-world guidance with builders, architects, and business leaders looking to navigate complex technology changes. His work reflects a deep commitment to clarity, impact, and enabling others through thoughtful systems design and innovation.