Is your contact center truly ready for 2025 and beyond? XCally’s Sales Director Marco Pasculli shares his insights with CX Today’s Rhys Fischer in our latest interview.
The Omnichannel Reality Check:
- Most companies claim omnichannel capabilities but force customers to repeat information across channels
- XCally offers true channel-switching within the same conversation
- Age demographics are reshaping channel preferences, with younger customers favoring digital-first approaches
Surprising Industry Shifts:
- On-premise solutions are making a comeback due to data sovereignty concerns
- Companies are implementing AI not to cut jobs but to handle exploding conversation volumes
- The CRM-CCaaS convergence is creating both opportunities and competitive challenges
What’s Next? Marco’s Predictions:
- Hyper-automation with minimal human intervention
- AI assistants that understand emotional tone and respond accordingly
- Immersive AR/VR customer experiences that transform problem-solving
Watch the complete interview to discover exactly how XCally is positioning clients to capitalize on these trends while avoiding the pitfalls of rapid technological change.
