A new year, a new plan for innovation, growth, and profitability.
For contact center Managed Service Providers and solution resellers, 2024 promises to deliver big.
The trick to capitalizing on those opportunities? Pick a provider partner with the roadmap most likely to support your and your customers’ journey towards a smarter and more efficient future.
Here, Serena Durante, Marketing Manager at leading global contact center software provider XCALLY, shares its top five areas of focus aimed at ensuring its partners win…
Artificial Intelligence
No surprises that AI is front and centre in our roadmap this year. End user organisations want to be able to deliver stellar service to their customers whilst simultaneously enhancing the user experience for their contact center agents and having access to valuable insight into the quality of interactions. Of course, we have been developing AI-powered tools for several years but 2024 will be a year in which we place a very strong focus on investing further and helping our reseller partners reap the rewards. We all now live in a truly omnichannel world in which customers want to communicate whenever and however they want. We will be introducing tools and integrations that make it easier, faster, and more efficient to communicate via every channel – voice, messaging, chat, even video. We will also be creating AI-powered solutions tailored to specific vertical markets so that our partners can offer their customers a tailored response to the challenges they face.
Instant Messaging
More and more consumers are choosing Instant Messaging as their go-to way of connecting with the brands and organisations with which they interact. They want the speed and convenience of being able to place an order or resolve an issue without the need for a voice call. The same is true for the brands and organisations. They want to be able to deal quickly and succinctly with customer requests and be confident that their targeted messaging is reaching its intended recipient. We will be releasing some innovative and exciting new messaging functionality and packages that will transform businesses’ ability to create and execute impactful inbound and outbound campaigns; feature-rich, easy to sell, easy to deploy, and easy to scale.