Contact Center Software: Why Resellers Can Look Forward to a Year of Opportunity

Leading global provider XCALLY on its partner-focused roadmap for 2024

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Contact Center Software Why Resellers Can Look Forward to a Year of Opportunity - CX Today News
Contact CentreInsights

Published: February 13, 2024

Simon Wright - DP

Simon Wright

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.  

Mobile App

This year XCALLY will release its first ever mobile app, making it easy for our partners and their customers to enjoy the benefits of not only our products and solutions, but also of our 24/7 support. Mobility and agility is key for everyone as remote and hybrid working continues to redefine the way the world operates, and naturally we want our users to be able to take advantage of the associated benefits. We believe that having the ability to serve customers in every way whilst on the move will empower our resellers to adapt their own ways of working in ways which drive their own efficiencies and profitability.  


Our partners are like family. We only grow if they succeed, so this year our onboarding processes are going to make it even easier to begin selling and deploying our solutions. Automation will make things smoother and faster, and online learning and training will be easily-accessible. It’s all about making it as easy as possible to work with us and our solutions.   


This year will be packed with events, initiatives and webinars designed to educate our partners and help them support their own customers. We will host partner boot camps in North America, South Africa, the Middle East, and Eastern Europe where case studies and partner stories will be shared to help them all better understand the products and their benefits. We think close support for our partners is crucial for them to maximize the relationship, both from a technical and marketing perspective. In 2024, XCALLY is set to host a series of Tech Academy sessions at our offices in the Milan area. These sessions will be exclusively designed for our partners, providing training opportunities and fostering the exchange of technical best practices related to the utilization, installation, and management of our product. We are always right there for our partners, in 2024, that support will be even greater. 

To learn more about the XCALLY 2024 roadmap for partners, resellers and end users, visit the website. 

Artificial IntelligenceAutomationCCaaSOmni-channel

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