XCally’s Bold Take on Contact Center Evolution: AI, Automation & the Future of CX

From omnichannel excellence to AI-driven automation, XCally’s Sales Director Marco Pasculli breaks down the next big shifts in customer experience.  In this episode, Rhys Fisher, Deputy Editor at CX Today, is joined by Marco Pasculli, Sales Director at XCally. The pair dived into the hottest trends in the contact center, including reshaping CX, AI automation, and the CRM-CCaaS convergence. Marco shares exclusive insights into how businesses can future-proof their customer interactions.  The contact center landscape is evolving fast, and businesses must keep up or risk falling behind. In this exclusive interview, Marco unpacks the key trends driving change and how companies can leverage new technologies to create seamless customer experiences. Key discussion points Omnichannel Integration & Fragmentation – Why many companies still struggle with true cross-channel connectivity and how XCally solves this challenge. AI & Automation – From conversational AI to predictive analytics, discover how automation is reshaping customer support. The CRM-CCaaS Convergence – How CRMs are encroaching on CCaaS territory and what that means for contact centers. Future-Proofing with Cloud & On-Premise Flexibility – The surprising resurgence of on-premise solutions and the geopolitical factors driving it. Next Steps Watch the full interview to gain actionable insights from industry expert Marco Pasculli. Explore how XCally’s solutions can optimize your contact center experience. Subscribe to CX Today for more exclusive CX and tech insights.