2024 Is Here! What to Look Out for This Year

With 81% of customers crying out for self-service and 99% of agents struggling with an increased volume of calls, it’s time to work smarter and more efficiently, which is why in 2024 the team at 8×8 will be:

• Supporting customers with AI and automation to better manage increased volumes
• Empowering contact centres to manage voice, AI, email and chat all in one place
• And more…

2024 will see the continuing trend of contact centres being expected to do more with less. That’s why, for the team at Assembled, 2024 will be all about showcasing the breadth and depth of their support operations platform to help contact centres succeed, despite their ongoing resource constraints – thanks to products including:

• Workforce Management
• Vendor Management
• Agent Assist

The team at Contexta360 will be focusing on addressing the key challenges and opportunities in the contact centre, including:

• The ongoing struggle with recruitment and retention
• Keeping financial costs under control
• Finding ‘The Technology Balance’ in a world of innovation
• And more…

The team at Five9 are very excited that the products on the horizon with AI really will radically change the contact centre industry across 2024 and beyond, as:

• Gartner says up to 80 billion dollars will be saved in agent labour costs by 2026
• AI will find its use case in high-volume and low-value calls that are repetitive and monotonous
• And more…

Across 2024, the team at injixo will be doubling down on their belief that AI isn’t just a hype, it’s a really powerful tool that can and will enhance human intelligence, thanks to:

• Enhancing products with the latest technologies in AI, machine learning, predictive analytics, and operations research
• New and upcoming releases – such as more tailored solutions in the fields of HR, automation, and employee empowerment
• And more…

The team at MaxContact are very excited for a year of continued growth, including:

• Expanding their international reach and partner ecosystem
• Delivering more in-person events and new features
• And more…

Following on from the remarkable advancement in AI across 2023, the team at MiaRec will be continuing to embrace its potential across 2024 and beyond to empower agents and supervisors to deliver an exceptional customer service, including:

• Automatically scoring 100% of calls, providing a holistic view of agent performance
• AI-driven agent feedback and coaching
• And more…

2024 will be the year of CX AI for NICE, as the team continue to build on the success of Enlighten – AI that’s purpose built for CX:

• Trained on billions of interactions between consumers and agents
• Pre-trained with hundreds of CX processes to create optimal outcomes for customers
• And more…

This year, the Sabio team are looking forward to their annual flagship conference – Disrupt 2024 – continuing to build on the disruptive theme, including:

• How technology will be transforming the way that customers engage with organizations over the next decade
• The shorter-term technology and regulatory changes coming into play
• And more…